Pat Moran

Background

About Pat Moran

As an IT Service Manager for Innovapost, in a team of four Incident Managers, this position entailed coordinating support from various application and IT teams, communicating impact to Directors, Managers and key stake holders to manage the resolution for major IT infrastructure and application incidents across the Canada Post Group of Companies (Canada Post, Purolator and Innovapost)- Responded in a 24/7 work environment to a pager for Major Incidents, assessed the impact, sent out notifications within a strict time frame with regular updates to key stake holders- Chaired conference calls with Directors, Managers and support staff to discuss progress in resolution of Major Incidents- Chaired daily conference calls for Canada Post and Purolator to discuss previous day incidents, actions, escalations, changes, notes, open tickets and resolutions- Tracked Major Incidents in a SharePoint master list database for quick reference and reporting capabilities- Created daily, weekly, monthly, quarterly and yearly reports on Major Incidents- Collected and analyzed information to detect deficient controls, duplicated effort, process errors and process inefficiencies- Followed-up on resolution of Major Incidents to tack the root cause through a postmortem incident analysis and keep track of follow-up actions- Facilitated efficient and effective operations of IT Service Management, including process monitoring, reporting, reviews and continuous improvement.