Photography
John Plummer
ITIL Service Maanagement
Holly Springs,GA
Summary
Discerning Computer Systems Analyst devoted to improving computer systems and network performance for enhanced productivity. Works actively with management to develop cost-benefit analyses and set objectives for system maintenance and upgrades. Stays up-to-date on latest security regulations and protocols to execute effective measures for sustaining privacy and operational integrity. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
19
19
years of professional experience
Work History
Clinical Pandemic Volunteer
Self-employeed
Canton , GA
2021.07 - Current
- Provided support and companionship to patients in need of assistance.
- Visitation Via Zoom
- Food distribution
- Ride Assist
- Due to HIPAA regulations and Pastoral confidentiality, complete details of duties cannot be divulged
Incident Manager
TCS/Kaiser Permante
San Francisco , CA
2021.11 - 2022.04
- Developed highly effective incident response team and trained extensively in preparation for possible events.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
- Communicated regularly with customers concerning data exchange and technology integration.
Sr. ITIL Service Catalogue-ASM Manager
Data Inc/MBUSA
Sandy Springs , GA
2017.11 - 2020.04
- Assist in communication and promotion of the Service Offering Primary support for Configuration Management, Vendor Management, Procurement, Asset and Service Level Management
- Managed software asset management with BMC & FLEXERA for IBM, Oracle, Microsoft and Red Hat for entire MBUSA (including Canada)
- Provided technical and analyst support for the Service Level Management (SLM), Software Asset Management (SAM), and IT Financial Management (ITFM) Process of the NAFTA Datacenters
- Worked with senior management and vendor management functions to review technology resources (hardware/software), expenses, and vendor purchase agreements
- Assisted procurement, financial, and legal departments in analyzing budgets, proposals, and vendor contracts for acquisition, monitoring, and compliance of hardware/software assets. As well as involved in acquiring Software Escrow accounts with Escrow Tech, InnovaSafe, Praxis.
Enterprise IT Support Manager
GreenSky Credit
Atlanta , GA
2016.03 - 2017.11
- Coached employees through day-to-day work and complex problems.
- Monitored employee and customer interactions to assess quality of service.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Prepared employee schedules for maximum coverage during key hours.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Monitored customer service metrics and provided feedback to team members, upholding quality standards.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Leveraged data and analytics to make informed decisions and drive business improvements.
IT Vendor Risk Consultant
Capgemini Business Services/ Synchrony Financial
Alpharetta , GA
2014.12 - 2016.03
- Conducted interviews with key business users to collect information on business processes and user requirements.
- Oversaw document development across project workstreams to create internal control statements per compliance and regulatory standards.
- Reviewed and Tested IT Suppliers compliancy (in accord with Federal regulations of the OCC, FDIC, FTC,) and their relationship with the Bank
- Risk assessment; Due Diligence; Ongoing Monitoring; Proper documentation and reporting; Contracts
- Audited vendors, according to FRB, OCC & FTC regulations Vendors’ SAM protocol insuring compliance with Federal and Banking regulations.( and all Escrow accounts)
- Assisted procurement, financial, and legal departments in analyzing budgets, proposals, and vendor contracts for acquisition, monitoring, and compliance of hardware/software assets
IT Senior Manager
TransUnion
Atlanta , GA
2004.10 - 2013.04
- Oversaw IT department operations and training.
- Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
- Led technology selection and rollout, focusing on organizational planning and supplier service-level agreements.
- Interacted and negotiated with vendors, outsourcers and contractors to secure products and services.
- Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
- Played key role in on-going network design, reevaluation and optimization to keep pace with company growth.
- Excellent communication skills, both verbal and written.
- Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
Education
No Degree - Social Sciences
University of Wyoming
Laramie, WY 2001.05 -
No Degree - Social Sciences
New York University
New York, NY 2001.05 -
No Degree - Microsoft Certified Solutions Associate
IKON
New Britain, CT 2001.05 -
No Degree - Information Technology Project Management
The Knowledge Institute
Atlanta, GA 2001.05 -
Skills
Organization
Interests
Timeline
Incident Manager
TCS/Kaiser Permante
2021.11 - 2022.04
Clinical Pandemic Volunteer
Self-employeed
2021.07 - Current
Sr. ITIL Service Catalogue-ASM Manager
Data Inc/MBUSA
2017.11 - 2020.04
Enterprise IT Support Manager
GreenSky Credit
2016.03 - 2017.11
IT Vendor Risk Consultant
Capgemini Business Services/ Synchrony Financial
2014.12 - 2016.03
IT Senior Manager
TransUnion
2004.10 - 2013.04
No Degree - Social Sciences
University of Wyoming
2001.05 -
No Degree - Social Sciences
New York University
2001.05 -
No Degree - Microsoft Certified Solutions Associate
IKON
2001.05 -
No Degree - Information Technology Project Management
The Knowledge Institute
2001.05 -