Hi, I’m
David Gray
IT Service Management Leader
North Richland Hills,TX
Summary
Highly-Proficient Major Incident Manager with a commendable 17-year track record, skillfully navigating the intricacies of technical challenges and translating them into actionable solutions. Expertise in dissecting complex IT outages and presenting succinct executive-level summaries. Proficient in utilizing a comprehensive suite of ITSM and monitoring tools, all while fostering a collaborative and approachable communication style.
Work History
LPL Financial CorporationDallas, Texas
Senior Major Incident Manager Shift Lead
03.2023 - Current
Job overview
- Orchestrated cross-functional teams with focus on timely resolution, maintaining seamless communication throughout incident lifecycle.
- Led comprehensive post-incident reviews, collaborating with technical teams to identify root causes and develop preventive measures.
- Utilized advanced ITSM tools to capture and analyze critical incident data, enabling identification of trends and patterns.
- Designed and optimized incident response workflows, streamlining communication and ensuring consistent approach to incident resolution.
- Demonstrated exceptional composure and decisiveness when managing high-priority incidents, minimizing business disruption and customer impact.
- Executed rapid decision-making, drawing upon deep technical knowledge and experience.
- Employed business-centric approach to assess incident priority, focusing on aligning IT actions with organizational objectives.
- Produced and distributed daily executive-level reports, offering real-time insights into IT health and incident status.
- Liaised with other departments to minimize service interruptions and possible downtimes.
- Led incident management services for onboarding projects, ensuring seamless integration of hundreds of new client users.
Depository Trust and Clearing CorporationCoppell, TX
Senior Enterprise Major Incident Manager
10.2015 - 03.2023
Job overview
- Designed and coordinated development and implementation of Major Incident Management processes to support successful launch of services.
- Contributed to routine third-party audits to ensure that processes were compliant with established guidelines and expectations.
- Oversaw complete Major Incident Lifecycle, ensuring seamless handoffs to appropriate stakeholders for related lifecycles.
- Fostered collaborative relationships with various DTCC teams, establishing robust foundation for Major Incident Management Process.
- Evaluated critical incident metrics, enabling trend analysis, report generation, and effective recommendations for process enhancements.
- Provided immediate emergency response and incident management.
- Took lead in immediate emergency response and effective management of incidents.
- Facilitated post-resolution reviews with team members, fostering culture of continuous improvement.
Computer Sciences CorporationCoppell, TX
Sr. Major Incident Manager
05.2009 - 10.2015
Job overview
- Management of multiple lines of service throughout the major incident resolution and recovery process within client service level agreement guidelines
- Coordinated and documented all troubleshooting and service restoration efforts throughout the life cycle of major incidents
- Responsible for analysis, monitoring, and reporting of application components, performance metrics, and response times for each incident
- Developed highly effective incident response team and trained extensively in preparation for possible events
- Conducted post-resolution reviews with team members
- Provided immediate emergency response and incident management
Skills
ITIL Framework
undefinedCertification
Kepner-Tregoe
Professional References
David Ruiz, Director RDS Support
Depository Trust and Clearing Corporation
214-850-1905
Samuel E Bailey, Helpdesk Manager
HCL America Inc.
817-680-0283
samuelebailey@gmail.com
Rayanna Prince , Sr Major Incident Manager
Computer Sciences Corporation
469-233-0484
Travis Frederick, UNT Student - Bachelor of Science (BS), Computer Science
University of North Texas
850-273-8373
travisunt@gmail.com
Deane Schneider,
Service Desk Supervisor
Computer Sciences Corporation
972-296-1581
deane.h.schneider@gmail.com
Kris Knea, PMP, CSM
IT Release Manager
Gamestop Inc.
kristinknea@gamestop.com
Verizon Enterprise Solutions
jtayloreckstein@outlook.com
Overview
14
years of professional experience
4
Certificates
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