Randy Umbel

Experience

• 

  Hewitt Associates

  Jan 1996 - Jan 2010

  Responsible for the maintenance, administration, and support of Hewitt’s global enterprise network operating system, file/print services infrastructure, and related applications. Work with support and solutions associates, as well as external vendors on product issues and incident resolution utilizing refined analytical skills and technical expertise while maintaining focus on achieving key business objectives. Appointed IS Security scorecard compliance lead for file server platform that spanned 30 countries; created policies and procedures for governance, vulnerability management and auditing. Implemented vulnerability management framework utilizing QualysGuard network scanner; led to the elimination of all critical vulnerabilities on 1000+ devices. Positioned as change management lead for global server and print platform, acted as a liaison to implement procedures and improve efficiencies which led to a reduction in downtime. Project lead and member on many key initiatives that reduced costs and implemented new technologies that included: replacement of Netware servers with Linux servers, migration of several offices due to closure and archiving and backup solution for business data. Trained new staff both domestic and international and provided documentation that increased productivity.  Directed all aspects of the technical planning for the Council on Employee Benefits annual conference for 8 years. Transacted with executive director of CEB and negotiated with outside vendors to perform key functions at reduced costs. Mostrar menos

  • Systems Engineer

    Jan 2006 - Jan 2010

  • IS Regional Location Support

    Jan 2003 - Jan 2006

  • Desktop and Application Support Specialist

    Jan 1996 - Jan 2003
• 

  Pomeroy

  May 2011 - Jan 2015

  Regional Incident Manager

  Responsible for driving the efficiency and effectiveness of the incident management process andproducing management information, including KPIs and reports. Monitoring the effectiveness of incident management and making recommendations for improvement. Developing and maintaining the incident management system while driving, developing, managing and maintaining the major incident process and associated procedures . Implemented Critical/High incident process for all support groups which improved visibility and communication to the business. Developed a custom aging report sent weekly to Incident Coordinators that led to a 52% decrease in age of open tickets and a 30% decrease in number of open tickets. Manage 11 people on 4 different technical support teams that provide excellent support to end users and consistently meet SLA’s. Team lead for Change Management and Problem Management. Attend CAB meetings and provide input during all RCA meetings for major incidents. Provide regular reports for SLA and service performance. Mostrar menos

• 

  Westfield Insurance

  Jan 2015 - Sept 2017

  Incident Problem Manager

  Responsible for coordinating the resolution of major incidents and problems with our IT systems or within our IT services, analyzing trends, and taking preventative actions that lead to resolution of problems prior to incidents occurring. Responsible for producing metrics, analyzing trends, and targeting preventative actions that lead to identification and resolution of problems prior to incidents occurring. Ensures the effectiveness of IT’s incident and problem management processes. Serves as a liaison to the Business Continuity/DR Manager. Mostrar menos

• 

  PNC

  Sept 2017 - now

  Incident Management Process Manager