Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Vincent Griffin

Beaumont,United States

Summary

Results-oriented Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success. Able to the big picture and gear efforts to work smarter to cut cost overall for the company.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Incident Lifecycle Management Analyst

Raytheon Technologies
05.2022 - 03.2024
  • Create and maintain Reports in ServiceNow along with granting access to individuals and groups
  • Create Standard of Work and Process documentation
  • Conduct RCA meetings as needed
  • Create PowerPoint slides to present in monthly stats meeting with leadership
  • Liaison between multiple Business Unit leads to work through process improvements
  • Conduct communication through Microsoft Teams and O365 on a daily basis
  • Conduct Trend Analysis derived from ServiceNow reports
  • Consult with Service Desk managers and leads on a daily basis to help drive improvements for the highest customer satisfaction
  • Assist IT assignment groups in getting issues in front of the right people to resolve high volume reassignment SNOW issues
  • Conduct bi-weekly meetings with major Business Units to help drive improvements in SNOW ticket issues
  • Act as a backup to Listening Sessions process to improve customer experience
  • Create and maintain Dashboards in ServiceNow.

ITSM Analyst lll - IT Service Management Problem/Change Management

Synchronoss Technologies
07.2019 - 02.2022
  • Investigate high Severity incidents and drive to root cause analysis conclusions
  • Lead postmortem calls with all stake holders to find out the five whys, define RCA owner
  • Track problem tickets and follow ups through, Emails, Slack and ServiceNow updates
  • Document all work and have 1 on 1 conversations with technical SMEs
  • Drive to get preventative measures and action items over the line to mitigate future issues
  • As dual role as change management analyst to approve emergency changes that meet all guidelines with testing, approvals maintenance windows and method of procedures are correct and online with ServiceNow tickets
  • Attend CAB meetings and assist as second set of eyes for change managers to ensure guidelines are kept
  • Other duties include on-boarding new customers.

Information Life Cycle Analyst

Epiq Systems
09.2015 - 07.2019
  • Created and maintained overall data deletion processes for US and Global partners
  • Functioned as Team Lead to maintain quality of deletions
  • Created documentation and work with other departments to maintain a quality standard
  • Created and Analyzed daily, weekly and monthly reports to ensure projects are deleted on a timely schedule
  • Worked with Project Management Teams to ensure correct projects are being submitted according to the billing and last access guidelines
  • Submitted billing reports monthly for annual archive billing
  • Worked with and summited work task to other IT Teams to complete Full and Partial deletions requested by the client.

Forensic Technology Service Desk Analyst/eDiscovery

KPMG
03.2007 - 09.2015
  • Worked as liaison for new external client software applications, gathering requirements creating Service Level Agreements (SLAs), Downtime Procedures and System Backup Procedures
  • Worked to insure maximum up-time for applications as well as conducting meetings to present findings
  • Worked as point person between stakeholders to continue the full development of the software support model
  • Worked on Problem management, Incident management and RCA processes
  • Worked as Subject Matter Expert and backup (SME) for several External and Internal software products to ensure that procedures and documentation are current and up to date
  • Advised other IT Support Teams on any changes within systems
  • Created (RACI) documentation form so all stakeholders understand what their responsibilities are and what’s expected to support the product
  • Worked on workflows of how a process should work within the applications
  • Worked with ITSM, Remedy and ServiceNow ticketing systems
  • Conducted weekly and bi-weekly meetings as needed to discuss project timelines and field questions on the progress of the overall project
  • Developed Standard Operating Procedures (SOP's) in accordance with the KPMG guidelines Provided technical leadership to team members when needed to support internal and external clients
  • Created and updated SharePoint with; documentation, schedule updates and account administration for SharePoint based applications
  • Assisted Systems Engineers, DBAs and Operations to deliver timely mission critical application support including Hot Fixes and New software releases Worked with Active Directory account setup and group management creation and maintained documentation for Disaster Recovery

Education

Associate of Applied Science - Network Administration

Cincinnati State Technical And Community College
Cincinnati, OH
01.2000

Skills

  • Microsoft Exchange
  • ServiceNow
  • Customer Support
  • Continuous Improvement
  • Operating Systems
  • IT Operations
  • Customer Satisfaction
  • Amazon Web Services (AWS)
  • Azure Directory
  • Customer Experience Management
  • Problem Management
  • ITIL Certified
  • Microsoft Office
  • Office 365
  • NetSuite
  • Application Programming Interfaces (API)
  • Change Management
  • Laptops
  • Service Desk
  • Legal Service Desk
  • Salesforce
  • Computer Hardware Troubleshooting
  • Domain Name System (DNS)

Certification

  • ITIL V3 Certified
  • Six Sigma Green Belt Certified

Timeline

Incident Lifecycle Management Analyst

Raytheon Technologies
05.2022 - 03.2024

ITSM Analyst lll - IT Service Management Problem/Change Management

Synchronoss Technologies
07.2019 - 02.2022

Information Life Cycle Analyst

Epiq Systems
09.2015 - 07.2019

Forensic Technology Service Desk Analyst/eDiscovery

KPMG
03.2007 - 09.2015

Associate of Applied Science - Network Administration

Cincinnati State Technical And Community College

Similar Profiles

CREATE PROFILE
Vincent Griffin