Power BI
SHARON MANNING
Problem Manager
Summary
I am a dedicated professional with experience in Incident and Problem Management, specializing in identifying, analyzing, and resolving issues to ensure seamless business operations. I am enhancing my expertise by studying Cybersecurity and Data Analysis.
Professional with understanding of incident resolution, change management, and root cause analysis. Adept at driving continuous service improvements and ensuring operational stability. Strong focus on team collaboration and effective communication, ensuring adaptability to evolving challenges. Known for analytical thinking, problem-solving skills, and proactive approach to managing complex situations.
Overview
15
15
years of professional experience
9
9
Certifications
2
2
Languages
Work History
Problem Manager
DXC TECHNOLOGY
06.2016 - 09.2024
- Worked with several customers, as a dedicated and leveraged Problem Manager. Also as a multi-client Problem Manager driving root cause analysis for outages that impacted multiple customers.
- Developed and maintained Problem Management processes and documentation ensuring adherence to industry best practices.
- Oversaw post-mortem meetings after major incidents, fostering collaboration among stakeholders to address underlying issues effectively.
- Facilitated Problem Management meetings (including meetings directly with customers when working on dedicated accounts) fostering collaboration among stakeholders and driving swift resolution of critical issues.
- Acted as a QA auditor reviewing RCA documents to ensure they were up to the company´s standards, and provided mentoring when opportunity areas were identified.
- Performed proactive problem analysis using log data and incident management data to investigate potential issues.
- Enhanced team productivity by providing comprehensive training on problem management tools and methodologies.
- Maintained accurate records of all problems within the organization''s IT environment, ensuring full visibility into historical data when required for analysis or audits purposes.
- Developed strong relationships with stakeholders across the organization, promoting transparency and trust in the problem management function.
- Collaborated with cross-functional teams to identify trends in incidents and formulate proactive strategies to prevent future occurrences.
- Promoted a culture of continuous improvement within the problem management function by regularly reviewing and optimizing processes, tools, and methodologies.
Incident Manager
HPE
04.2013 - 06.2016
- Enhanced incident response times by streamlining communication channels and implementing efficient escalation procedures.
- Delivered regular training sessions for staff members on incident management procedures, enhancing overall team efficiency and knowledge sharing capabilities.
- Led efforts to improve internal communication tools used in managing incidents, increasing transparency and reducing response times.
- Fostered a culture of continuous improvement within the organization through consistent review and refinement of existing processes.
Technical support representative
HP
01.2010 - 04.2013
- Customer Assistance: Responding to customer inquiries via phone, email, or chat.
- Technical Troubleshooting: Resolving hardware and software issues, offering step-by-step guidance to users.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Used ticketing systems to manage and process support actions and requests.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
- Managed high levels of call flow and responded to technical support needs.
Education
Bachelor - Anthropology
Universidad de Costa Rica (UCR)
01.2003 - 2008.01
No Degree - Software Engineering
UTN
Alajuela 05.2001 -
No Degree - Computer Science
UNED
San José, Costa Rica 05.2001 -
Skills
Problem Solving
undefinedCertification
ITIL v3 Foundation, AXELOS
Software
Microsoft Office
ServiceNow
Python
Timeline
Problem Manager
DXC TECHNOLOGY
06.2016 - 09.2024
Incident Manager
HPE
04.2013 - 06.2016
Technical support representative
HP
01.2010 - 04.2013
Bachelor - Anthropology
Universidad de Costa Rica (UCR)
01.2003 - 2008.01
No Degree - Software Engineering
UTN
05.2001 -
No Degree - Computer Science
UNED
05.2001 -
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