MIGUEL A. CAPELLA

Multitasking Incident Manager with a background in remediation planning and execution. A determined employee with over 10 years of successfully handling high priority incidents and finding ways to limit impact. Committed to remaining poised and calm in high pressure situations. Knowledgeable Incident Manager drives effective problem solving and decision-making. Enthusiastic professional with background in analytics, troubleshooting and leading effective resolution teams. Bilingual individual with incident event analysis and follow up expertise. A confident Incident Manager with extensive knowledge in technology monitoring tools and priority incident recommendations. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

• Resolved product issue through consumer testing.

• 10/01/2013, 07/01/2023, Senior Incident Manager - Application Portfolio Manager, Manage business/system application portfolio. Support business units (BUs) of up to 10K users for multiple insurance products, including critical and sensitive key accounts. Serve as Point of Contact for IT support teams during restoration of service activities and lead proactive efforts in reducing outages and increasing system stability. Increase efficiency for individual client needs and large national accounts with performance guarantee contracts; develop and strengthen business partnerships with internal customers, vendors, and IT executives. Spearhead team and decrease processing outages/chronic issues in production environment through proactive trending and analysis; produce written and verbal executive-level summaries and status updates. Provide 24/7/365 on call support. Led efficiency of the incident management process and produced management information, including KPIs and reports. Developed/maintained incident management system and led P1, P2, and P3 incidents, providing on call support 24/7/365. Managed user escalations and user service requests and conducted reporting. Initiated Problem and Issue Process for Incident Management and restored service to prevent financial impact. Provided status reports on KPIs, root cause analysis, and prevention.
• 05/01/2012, 10/01/2013, System Engineer, Seterus / IBM, Opened trouble tickets, performed initial triage, and provided break/fix action to resolve network events and issues reported via alarming tools or by customers. Responded to customer inquiries and problems. Performed duties that involve following Methods of Procedures (MOPS) and technical job guides. Responded to customer inquiries and problems and network activities as required, including supporting Service Level Agreement (SLA) commitments. Managed incident, problem, and change tickets in accordance with ATC's NOC change management guidelines and procedures. Provided quality, timely, and accurate end-to-end support for any issues within defined areas of responsibility through phone, email, and instant message contacts. Monitored and tracked in applicable tools all scheduled network maintenance; initiated customer communications when appropriate. Provided administrative bridge management and oversight during network events/outages.
• 11/01/2011, 02/01/2012, Engagement Manager/ Level 2 IT Analyst, Planet Pro Inc., Business Partner to Cisco, Trained and supported international team of Level I Analysts at Cisco Systems (India) Pvt. Ltd.; worked with customer and Cisco team to gather customer’s business requirements for global rollout; lead and managed overall customer engagement and drove engagement strategy from start to completion. Established global pilot program and utilized various web applications to support distribution centers and all sales support for multiple business partners; worked with sales teams to manage the customer relationship, identifying and working with key stakeholders to support the Cisco engagement. Planned and defined scope of strategic engagement with the customer including project deliverables, goals, and milestones; integrated the customer’s overall vision and strategy to use technology to enhance the client’s overall business.
• 11/01/2009, 02/01/2011, Bilingual Call Center Operations Manager, Affiliated Computer Services (ACS), a Xerox Company, Cary, NC, Planned, managed, and oversaw daily activities of a bilingual team providing operational support in the call center environment. Developed process improvements and establish operational objectives and work plan; collaborated with corporate regional offices and Workforce teams to improve and maintained metrics and sales goals. Trained, motivated, and oversaw personnel activities of staff. Recommended most effective use of equipment, systems, and most current technologies. Consistently ranked among top three managers in issue resolution, average handling time, customer satisfaction, and service level.
• 07/01/2008, 03/01/2009, Global Technical Support Engineer, Arsenal Digital.com/IBM (Contract through ICS), RTP, NC, Monitored systems and customer transactions through a variety of applications including Netcool and Viaback; handled tape and disk backups through Avamar (RDP) and Veritas. Provisioned customers by validating incoming requests and conducting a variety of transactions: service changes, service resumes, service starts and stops, suspended requests and backup, and restoration and tapes on demand. Interfaced with operations site supervisors, billing personnel, internal and external customers, and corporate partners; escalated complex issues to operations and engineering departments as necessary. Coordinated conference calls as needed; worked with third-party service providers in analyzing and resolving customer issues. Analyzed alerts and reviewed systems monitoring for failure; resolved problems with system backups.

ITIL 3