Joshua Kizer

Experience

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  Order-Matic

  Oct 2008 - Aug 2013

  Help Desk Trainer

  • Resolved client inquiries via email, chat and phone.• Identified faults in systems using established processes and procedures.• Provided customer support via phone and email to meet corporate guidelines.• Identified and researched anomalies and outliers in data.

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  Fidelity National Information Services

  Aug 2013 - now

  Incident Management Analyst Senior

  Manages computing environment to protect production systems critical to business success· Acts as focal point for incident review and escalation if necessary· Supports a computer operations environment that meets all service level agreements (e.g., 24x7 availability, response time parameters, etc.) and availability targets· Engagement following onset of a production incident· Provides immediate tactical response and coordination minimizing duration of service interruptions· Responsible for daily operations of IT and business processing functions· Manages and directs technical and functional specialists and computer operations staff in the restoration of service during an incident· Partners with IT management to establish strategies and priorities for overall IT operations understanding current and future business demands· Acts as liaison between inter or intra-datacenter teams for high severity incidents· Assists in managing and developing tactical plans for Operations· Provides work assignments for team members· In conjunction with the problem management function, identifies and implements cost-saving and continuous improvement initiatives within the information processing area· Develops and maintains departmental standards and procedures· Consults with other teams on proper integration and correlation of the incident management process and their respective areas· Maintains awareness of emerging technologies, trends and best practices in computing hardware, software and operational processes· Provides regular incident bulletins to teams concerning open or ongoing incidents· Ensures effective and rapid response to major incidents· Reviews and recommends, as appropriate, changes to support processes to ensure continuous improvement of the incident management process· Facilitates daily, weekly and monthly tactical meetings as well as creates incident reports as determined by the business Show less

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  FIS - Fidelity Information Services

  Feb 2016 - now

  Implementation Analyst

  • Conducted post implementation optimization and presentation of results.• Performed maintenance on group plans in record keeping system.• Prepared and maintained detailed project plans, status reports and issues logs.• Responded accurately to assigned research requests via email tracking system within established timeframes.