Martin Pinnell

Senior IT Service Management professional with 25+ years of experience leading major incident management, incident response, service restoration, problem management, change management, and IT operations in complex 24x7x365 enterprise environments. Proven ability to lead P1/P2 incidents from detection through resolution, coordinate cross-functional technical teams, manage executive and business-stakeholder communications, and drive Root Cause Analysis (RCA) and corrective actions. Strong working knowledge of ITIL/ITSM practices, ServiceNow, Remedy, CMDB, CAB, Change and Release Management, network/application support, and continuous service improvement.

Incident Recovery Coordinator - ICE Technologies

(2023-09)

• Coordinate enterprise incident recovery for application, network, infrastructure, and telecommunications services in a 24x7x365 environment.
• Lead high-impact incident bridges, establish severity and priorities, coordinate cross-functional technical resources, and drive rapid service restoration.
• Provide clear service-availability updates to business partners and stakeholders throughout the incident lifecycle.
• Drive Root Cause Analysis with Problem Management and support corrective and preventive actions to reduce recurring incidents.
• Support Change and Release Management, impact analysis, CAB activities, CMDB accuracy, and Knowledge Base maintenance.

Senior IT Network Project Manager - SS&C Technologies

(2022-06 - 2023-06)

• Managed network projects, technical resources, schedules, risks, deliverables, and stakeholder communications in a global 24x7 environment.
• Led project checkpoints, tracked action items, identified resource requirements, and coordinated cross-functional teams to resolve delivery issues.
• Maintained project momentum and alignment with business requirements, timelines, and operational priorities.

Major Incident Manager - Wipro Technology – Bank of America Account

(2021-01 - 2022-06)

• Managed P1/P2 major incidents affecting application, network, warehouse, and infrastructure services in a 24x7x365 enterprise environment.
• Assessed business impact and severity; initiated and led technical bridges involving multiple support organizations.
• Coordinated technical teams and resources to restore service quickly while maintaining accurate stakeholder and leadership communications.
• Led incident documentation, Root Cause Analysis, and recurrence-prevention efforts with Problem Management.
• Supported Change/Release Management, CAB, CMDB, Knowledge Management, and Service Desk monitoring.

Major Incident Manager - IBM Global Corp. - New York

(2013-01 - 2020-12)

• Managed major incidents for complex enterprise accounts including CenturyLink Telecom, Sysco Foods, and Alight.
• Led high-impact incident bridges, coordinated technical response teams, and maintained communications with business stakeholders and leadership.
• Drove service restoration, RCA, corrective actions, Change/Release Management, CAB participation, and operational documentation.
• Monitored Service Desk queues and system alerts and maintained CMDB and Knowledge Base information.

Major Incident Manager - CenturyLink - New Century, KS

(2008-07 - 2012-12)

• Managed major incidents affecting application, network, and telecommunications services across U.S. markets.
• Led incident bridges, coordinated technical resources, assessed business impact, and drove incidents through resolution.
• Partnered with Problem Management on RCA and recurrence prevention; supported Change/Release Management and CAB activities.

Incident Manager / IT Surveillance - Embarq Inc. - New Century, KS

(2006-11 - 2008-07)

• Managed incidents involving network, server, telephony, and application environments within a 24x7 IT Surveillance operation.
• Provided Tier 1 monitoring and support for AIX, HP, Sun, Windows, VMware, and Linux environments.
• Identified and escalated service-impacting events and led incident bridges through resolution.

Incident Manager - Sprint - Overland Park, KS

(1999-05 - 2006-11)

• Managed major incidents through the full incident lifecycle and coordinated technical resources for timely service restoration.
• Used Remedy incident data and metrics to identify trends, risks, and service-improvement opportunities.
• Partnered with Problem Management on root cause and recurrence prevention; helped standardize major incident processes and training.

Helpdesk Analyst – Sprint Long Distance Account - Manpower Corp. - Overland Park, KS

(1998-11 - 1999-05)

• Provided desktop, application, network, hardware, software, and telephone support for Sprint employees nationwide in a 24x7x365 environment.
• Ranked within the top 5% of analysts while maintaining strong customer service and technical performance.

Aerospace Rescue Medic - United States Air Force

(1986-04 - 1990-04)

• Provided 24x7 medical support and served in a supervisory role coordinating operations, staffing, performance reviews, training, and readiness.
• Built leadership, decision-making, communication, teamwork, and performance-under-pressure skills in a mission-critical environment.

Computer Science General Studies Coursework - Vatterott College (1998 - 1999)

Baldwin City High School