Dyric Ramirez
ITIL4 Managing Professional
916-670-3446 ∙ Dyric2000@hotmail.com ∙ Richmond, VA
Major Incident Manager
Command and Control triage enabling swift service restoral ∙ Excellent Mean-Time-to-Restore Service results ∙ Customer-
Centric triage ∙ Expert process execution and improvement ∙ Executive communication ∙ Relationship Management ∙
Bridge Risk Management with Event, Incident, and Problem Management for highest service stability ∙ Innovation ∙
Leader ∙ Mentor ∙ Respected by technology engineers ∙ Change Agent ∙ Collaboration ∙ Continuous Improvement ∙ Agile ∙
Core Competencies
Major Incident Management ∙ Risk Management ∙ Service Delivery Management ∙ IT Service Management ∙ Process ∙
ITIL4 Managing Professional ∙ Continual Improvement ∙ Organizational Change Management ∙ Project Management ∙
AWS Certified Cloud Practitioner ∙
Experience
Bank of America ǀ Richmond, VA
Risk Portfolio Manager 2017 –
Risk process champion overseeing IT risk portfolio ensuring performance and conformance.
• Chaired senior leadership risk forums promoting an inclusive risk culture.
• Governed Issues and action steps through risk mitigation.
• Authored risk and escalation guidelines formalizing risk practices.
• Implemented operational excellence routines and control enhancements.
• Facilitated audits, improved process oversight and met all goals.
• Achieved highest scoring employee engagement for risk culture.
• Forged trusted relationships across business constituencies.
• Committee Chair for the We-Can-Deliver customer referral campaign.
• Chaired senior leadership meetings winning the hearts and minds of our champions.
• Authored and socialized best practices across the organization.
• Promoted Brand Pride winning participation and exceeding goals.
• Received Gold and Bronze employee awards.
Bank of America ǀ Carlsbad, CA
Major Incident Manager 2011-2017
Supervised and directed high priority service restoral activities minimizing adverse impact on the business.
• Command and Control triage ensuring swift service restoral and problem management root cause analysis.
• Accountable for executive level communication.
• Orchestrated engineers across countless technology platforms.
• Fostered service oriented culture focused on business; not just technology.
• Promoted continual service improvement pre-empting service outages.
• Managed vendor relationships extracting best possible performance during incident triage.
• Received Deliver Together and Employee spotlight awards.
HP, Bank of America ǀ Folsom, CA
Regional Operations Manager 2009-2011
Field Services Delivery Manager western United States and western Canada.
• Responsible for Data Centers, Call Centers and service level performance.
• Responsible for vendor management, asset management, beak fix changes, and customer relationships.
• Major Incident Manager for high priority service outages.
• Received Spirit award, Best of the Best award and Night on the Town awards.
Dyric Ramirez Page 1
HP, Bank of America ǀ Folsom, CA
Service Delivery Manager 2003-2009
• Supervised IT transformation activities including incident, problem, and change management.
• Managed service relationships between HP and Bank of America.
• Received Spirit, Best-of-the-Best and Night-on-the-Town Awards.
Additional Career Experience
• Bank of America: San Francisco, CA Data Center |Unit Manager Computer Operations
• Bank of America: San Francisco, CA Data Center ǀ Network Operations Lead
• Bank of America: Rancho Cordova, CA ǀ Field Technical Support Lead
Professional Certifications
• AWS Certified Cloud Practitioner
• ITILv4 Managing Professional
• ITILv3 Expert in ITSM (Capability & Lifecycle)
• Consultant Manager in ITSM based on ISO/IEC 20000
• Information Security Foundation based on ISO/IEC 27002
• Certified Integrator Secure Cloud Services
• ITILv3 Lifecycle Service Strategy
• ITILv3 Lifecycle Service Design
• ITILv3 Lifecycle Service Transition
• ITILv3 Lifecycle Service Operation
• ITILv3 Lifecycle Continual Service Improvement
• ITILv3 Capability Release, Control & Validation
• ITILv3 Capability Operational Support and Analysis
• ITILv3 Capability Service Offerings and Agreements
• ITILv3 Capability Planning, Protection and Optimization
• Cloud Computing Foundation
• COBIT5 Foundation
• Currently pursuing my ITIL4 Strategic Leader certification
Employee Engagement Networks
• LGBTQ+ Ally network
• Intergenerational network
Dyric Ramirez Page 2
