Marshall Blackburn

Experience

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  ELECTRONIC DATA SYSTEMS

  Aug 2002 - Aug 2008

  Infrastructure Problem Management, Situation Management, Incident and Proactive Problem Management

  • Supported the successful effort to implement the ITIL framework on the AT&T Account. • Managed Incident, Problem, and Proactive Problem Management, which included involving and coordinating all resources needed to resolve complex incidents and issues for the client.• Assembled key personnel to ensure outages were resolved as quickly as possible. • Led teams of people to determine root cause, implement a resolution and permanent fix for outages impacting production environments.• Conducted daily calls between BellSouth/AT&T primary third party vendors to address Selective Service Interruptions that had impacted customers due to various outages.• Facilitated weekly team members, capturing and managing action items for the team, as well as capturing and disseminating weekly minutes. Show less

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  Hewlett Packard Enterprise

  Jan 2008 - Jan 2015

  Incident and Problem Management

  Title: Incident and Problem Manager• Involved in the selection and requirements of the Incident and Problem modules. Provided valuable input in the functionality of the selected tool.• Reduced Incidents by 25% through effectiveness and efficiency of the problem and incident management processes, policies, standards and best practices.• Ensured the ITIL framework processes were followed, documented, maintained, communicated and trained • Led teams of people to determine root cause, implement a resolution and permanent fix for outages impacting production environments. which improved revenue and reduced cost by 15%.• Ensured the required tools were maintained and roles were implemented to sufficiently support the processes in line with published standards.• Assisted with the creation of review metrics reports, actions plans, and initiated improvement programs as required.• Administered the approval process of problem root cause, corrective actions, cancelation and problem closure. • Executed the management of the Known Error Database. Show less