1. Ronald Lopez
20415 Oakbrook Lane
Parker, Colorado 80138
(H) 303-284-9636
(C) 303-507-6779
Rl1inco@comcast.net
Objective:
To obtain a leadership position where I can utilize my past management skills leading high performing teams, including
Incident Manager/Incident Triage, Networking and/or People Management.
Relevant Skills:
• Current and working experience of global IT operations including, Network, Service Desk
and Change management
• Profound knowledge of incident response management
• Proficient with ITIL processes and practices
• Ability to make strategic and tactical decisions
• Multi-task in a fast-paced ever changing environment
• Strong verbal and written communication skills with the ability to communicate technical
information in non-technical language
Work Experience:
03/2016 - Present Major Incident Manager
Visa, Highlands Ranch, CO
• Lead incident resolution from initial occurrence to successful outcome following the
ITIL/ITSM best practices for Global IT organizations.
• Ability to communicate effectively throughout the incident management process with
Executive Management, Client Services and other Event Managers to ensure proper and
timely status updates are delivered using correct technical writing and verbal skills.
• Strong collaborative relationships with various support teams and the ability to guide,
direct, coordinate and control priority problem bridges.
• Conduct and document formal lessons learned sessions for high severity incidents and other
development related issues.
• Drive reactive problem management after restoration of services including root cause
investigation, building of corrective actions and required documentation.
• Strong interpersonal skills and the ability to excel as part of a team.
02/2010 – 03/2016 Global Incident Manager
First Data, Denver, CO
• Manage incident resolution from initial occurrence to successful outcome following the
ITIL management process
• Drive global troubleshooting bridge calls by facilitating workaround strategy discussions
with multiple support groups; quickly diagnose incident's impact on the organization and
work with fix agents in determining the best course of action
• Ensure impacting events are recognized, managed and communicated effectively and
professionally, resulting in restoration of normal service quickly, efficiently and with focus
on minimizing impact to customers and/or internal users
• Make decisive and educated decisions, which will ultimately reduce an incident's Mean
Time to Repair (MTTR)
• Establish immediate event priorities, reporting of event and path to system recovery
Primary focus on service restoration, recovery and SLA (Service Level Agreements)
• Work closely with the Metrics and Documentation Teams in identifying incident trending
patterns so that improvement strategies can be developed
• Assisted in the development of incident process documentation, incident reports and
communication to management at all levels
2. 08/2005 - 02/2010 IT Staff Manager
First Data, Denver, CO
• Responsible for managing staff coverage, hiring, performance reviews, compensation and
determining promotions
• Maintained and managed staffing of up to 20 people at multiple locations
• Provided guidance, planning and direction for business units, maintained budgets and time
resources
• Coach direct reports within functional units supported
• Create and provide training materials to new operation employees
• Consolidation and relocation of two operations command centers.
06/1999 – 08/2005 Network Operations Supervisor
First Data, Hagerstown, MD
• Supervise and deliver project work and administer modification of systems for better output
• Design and execute annual strategies to detect measurable aims for department
• Coordinate with team members and guide them about RI related issues for each server
• Design, implement and monitor IT enabled business projects for all network operations
• Assist to summarize and coordinate with various departments on all maintenance activities
of plan server
• Analyze and enhance formulation and distribution of plans to specify IAVA related
programs
• Develop, monitor and implement all security systems
• Design and maintain effective working long term network operations strategies
• Design and monitor annual budgetary program
• Manage all communication with customers, prepare reports and resolve technical problems
• Participate in conferences with other experts to enhance finalization of projects and provide
upgrade to various networking programs
• Maintain and manage tests for IT based disaster recovery programs
• Train all workers plus oversee performance track record
• Assist team members and ensure better co-ordination among various activities
• Analyze security awareness programs and upgrade record keeping machinery inclusive of
providing annual training
09/1996 – 06/1999 Network Operations Technician
First Data, Hagerstown, MD
• Engage in proactive and reactive network/systems monitoring
• Upon receipt of network trouble conditions, follow procedures to validate and classify
impact, perform basic troubleshooting and notify appropriate personnel
• Operate within established SLA guidelines
• Enter new trouble tickets, assign existing tickets and keep users informed of status
• Update process documents and internal knowledge base
• Create, adjust and maintain monitoring rules
• Perform proactive health checks as part of normal surveillance
• Execute repair of SIP and VoIP products remotely
• Dispatch support if unable to resolve issue remotely
• Microsoft Exchange user management and support
• Manage multiple vendors to ensure resolution of customer issue
Education:
1985 - 1994 Farmingdale College
Farmingdale, NY
2016 ITIL Certified
