Duane Todd

Experience

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  Vidant Medical Center

  May 1996 - Apr 1997

  Computer Operator

  Run and monitor various nightly program jobs and perform system backups.Maintain and monitor the various interfaces to remote systems and terminals. Provide computer support to hospital personnel by maintaining the after hours help desk.

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  Glen Raven Mills, Incorporated

  Apr 1997 - May 1998

  PC Support Specialist

  Provide PC support for over 100 users on an NT network within a corporate environment. Responsible for workstation installation, purchasing, help desk support, and troubleshooting of hardware and software.Create and maintain technical documentation of supported systems and software.

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  BB&T

  Jun 1998 - Jul 2015

  IT Problem Manager

  Responsible for ensuring that all major problems and reoccurring incidents significantly impacting the Production Infrastructure and Environment are properly identified, recorded, investigated, diagnosed, and resolved. Perform comprehensive Root Cause Analysis (RCA) in conjunction with the technical support teams on identifying problems to aid in identification of optimum resolutions and document all findings. Consult with technical staff to develop understanding of a problem and its complexities. Responsible for facilitating the Problem Management weekly review for Senior IT Operations Management.Responsible for the drafting and delivery of mandated regulatory and compliance documentation detailing key Information Technology events.Responsible for creating Trend Analysis and KPI reports utilizing Crystal Reports, ServiceNow, and other tools to aid in improving production stability and performance.Draft and Maintain IT Problem Management Standard Operating Procedures. Assisted in the development and documentation to of Problem Management policies, procedures, and training documentation.; Lead and facilitate various technical projects related to efficiency, data management, continuity planning, information security, and other production enhancements. Show less

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  Wilson Community College

  Aug 2005 - May 2014

  Adjunct Professor

  Evening instructor of Windows, Internet, and Microsoft Office Technology courses.The latest courses taught utlized the following software versions: Windows 8, Internet Explorer 11, and Microsoft Office 2013.Taught both classroom and online courses.Online courses were conducted using Blackboard and Moodle.

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  Delhaize America

  Jul 2015 - Feb 2016

  IT Problem Manager

  Implement IT Problem Management process and integrate into the existing ITSM program, including Incident, Change, and Release Management.Draft new policy and procedures related to the new IT Problem Management program; along with gaining senior IT Management and stakeholder approval. Conduct training sessions with IT Management and other stakeholders regarding the new IT Problem Management process.Socializing the new IT Problem Management process through periodic online training and webinars.Conduct post impact review meetings and facilitate the root cause, workaround, and prevention determination to all problem candidate related outages.Draft root cause analysis documents detailing the problem, root cause, impact, workaround, reolution, and prevention of all problem candidate related outages.Facilitate root cause review meetings with IT Senior Management, Vendor Partner representatives, and other stakeholders.Conducting trend analysis and reporting on KPIs and other performance metrics utlizing ServiceNow reporting, Tableau, and Excel to indicate problem areas and successes. Show less

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  Bank of America

  Feb 2016 - Jun 2018

  IT Problem Coordinator, Markets

  Lead the Problem Management program, including root cause analysis and remediation efforts, for the Corporate Investments and Global Funding lines of business.Open and document Problem Records within IT Service Management (ITSM) tool.Coordinate and facilitate post mortem meetings following high impact incidentsDocument Known Errors within ITSM and spearhead remediation efforts to resolve the associated Problem.Draft Executive Summary RCAs documenting the Problem, Impact, Root Cause, Resolution, Remediation, and Lessons Learned.Provide monthly, quarterly, and yearly trend and KPI reporting related to Production stability, Incidents, and Problems to Senior Management.Create incidents as needed and provide notification to affected user population of system status.Engage and notify IT Developers of recurring incidents and lead efforts to resolution.Lead other project efforts related to systems stability and enhancements Show less

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  Advance Auto Parts

  Jun 2018 - Dec 2019

  IT Problem Manager
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  Navy Federal Credit Union

  Dec 2019 - now

  IT Problem Manager