Jimmy Mills
Incident Management Shift Lead at Inserso Corporation- Claim this Profile
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Topline Score
Bio
Credentials
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ITIL V4
PeopleCertSep, 2021- Nov, 2024
Experience
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Inserso Corporation
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United States
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IT Services and IT Consulting
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200 - 300 Employee
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Incident Management Shift Lead
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Jul 2019 - Present
Provide 24/7 support for a team of 12 analysts while being on call to assist at a moment’s notice. This includes taking after hour calls to properly support each shift and provide escalation as needed. Report on maintenance and incidents related to applications and facilities where services are unavailable. Collaborate with internal and external groups to identify incidents, issues, maintenance, and possible problems. Initiate bridge calls for any essential incident or issues where a resolution is not being reached. Send ENS messages and Broadcast messages informing the enterprise of issues occurring. Properly document each incident, send initial, update, final, and maintenance notifications while prioritizing incoming calls, emails, instant messages, and walk up traffic. Follow up with support groups on open incidents, maintenance, or outstanding tickets to ensure work is being completed on time. Update all documentation as changes occur within the organization while ensuring all analysts are aware of the changes. Properly communicate with management and government on the status of incidents, and maintenance. Analyze tickets from the Service Desk for trends to determine if an incident is occurring. Create reports for management to track the amount of tickets, or calls received related to a particular incident. Show less
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Phacil (a By Light Company)
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United States
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IT Services and IT Consulting
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100 - 200 Employee
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Incident Coordination Shift Lead
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Jun 2014 - Jul 2019
Provide 24/7 support for a team of 12 analysts while being on call to assist at a moment’s notice. This includes taking after hour calls to properly support each shift and provide escalation as needed. Report on maintenance and incidents related to applications and facilities where services are unavailable. Collaborate with internal and external groups to identify incidents, issues, maintenance, and possible problems. Initiate bridge calls for any essential incident or issues where a resolution is not being reached. Send ENS messages and Broadcast messages informing the enterprise of issues occurring. Properly document each incident, send initial, update, final, and maintenance notifications while prioritizing incoming calls, emails, instant messages, and walk up traffic. Follow up with support groups on open incidents, maintenance, or outstanding tickets to ensure work is being completed on time. Update all documentation as changes occur within the organization while ensuring all analysts are aware of the changes. Properly communicate with management and government on the status of incidents, and maintenance. Analyze tickets from the Service Desk for trends to determine if an incident is occurring. Create reports for management to track the amount of tickets, or calls received related to a particular incident. Show less
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Sprint
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United States
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Telecommunications
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700 & Above Employee
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Technical Consultant
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Mar 2013 - Jun 2014
Provided support to customers on operational or maintenance aspects of equipment. Performed in-house servicing and repair of company's wireless products. Served as a customer contact on service related problems. Diagnosed mechanical, hardware, software and systems failures, using established procedures. Determined the most cost-effective repair/resolution to minimize customer downtime. Prepared reports for analysis of product failure trends and service ability issues. Sold accessories and promoted all new products, while managing inventory. Show less
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Verizon
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Tech Support Representative
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Mar 2007 - Jun 2012
Responded to a high call volume of inbound customer service/tech support calls. Researched, performed trouble shooting, and resolved routine to moderately complex phone and computer issues. Provided information on Verizon wireless products and services. Maintained records of returns, product enhancements or changes, and product pricing. Handled multiple tasks such as talking with customers while accessing or updating information. Adapted to the needs of the individual caller while maintaining a courteous and pleasant demeanor. Entered comments on customer contacts and follow-up dates when required. Show less
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