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Ann Cook

Ann Cook

Incident/Problem Manager

Global Payments

Richmond, VA

Experienced service management professional demonstrating a proven record of success with a thorough understanding of the Service Management principles related to Change Management, Incident Management, and Problem Management. Possessing practical knowledge of ITIL principles to include system and service delivery life-cycles...





Global Payments

Incident/Problem Manager

Incident/Problem Manager responsible for managing the ITSM processes in accordance with Global Payments Service Management Model based on ITIL best practices. Practitioner in the area, focused on core IT Service Management / ITIL functions including but not limited to areas such as problem management, incident management, change management, configuration management, service level management. Ensures standardized methods and procedures (ITIL v3) are used for efficient and prompt handling of all problem in order to minimize the impact of incidents on transaction processing/revenue impacting environment; consequently identifies opportunities to improve the day-to-day operations of the organization.

Career medium 06

Global Payments

BTS Change Coordinator

Ensure projects (change initiatives) meet objectives on time and on budget by increasing employee adoption and usage. Focus on the people side of change – including changes to business processes, systems and technology. Create and implement change management strategies and plans that maximize employee adoption and usage and minimize resistance. Work to drive faster adoption, higher ultimate utilization and greater proficiency of the changes that impact employees in the organization to increase benefit realization, value creation, ROI and the achievement of results and outcomes.

Act as a coach for senior leaders and executives in helping them fulfill the role of change sponsor as well as provide direct support and coaching to front-line managers and supervisors as they help their direct reports through transitions. Support project teams in integrating change management activities into their project plans.

Career medium 03

Global Payments

NOC Manager - Contractor

Manages and operates all Global Payment system availability, staff training, network monitoring, and documentation updates. Also responsible for staffing the NOC ensuring that calls are reported, captured, escalated, resolved.

Duties and Responsibilities:

• Develop and provide leadership to the Operations personnel effectively utilizing all of the monitoring tools available in the NOC to properly plan and meet the SLA’s that are established with Global Payments’ customer base.

• Assist in the development and implementation of solutions to problems potentially affecting the flow of real time transactions and support of customers.

• Play major role in the enhancement of improved communication and smooth interface between departments and individuals regarding plans, programs or problems.

• Select, develop, and evaluate employees to ensure an efficient departmental operation.

• Directly supervise and manage the daily activities of several salaried employees. Responsible for the overall direction, coordination, and evaluation of the NOC on their respective shift.

• Carry out managerial responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Career medium 02