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Skills

  • Information management
  • Critical incident handling
  • Leadership in high-pressure situations
  • Workflow planning
  • Staff management
  • Post-resolution reviews
  • Data entry
  • Vendor management
  • Continuous Service Availability
  • Change Management

Work Experiences

  • Tracked critical incident metrics in order to model trends, create reports, and make effective improvement recommendations.
  • Championed continuous improvement initiatives.
  • Achieved 41% compliance rate improvement.
  • Evaluated employee performance and implemented incentives and team-building events to boost morale.
  • Boosted client confidence by 60%.
  • Was in charge of metric files and records for 7 clients, as well as following security procedures to prevent data breaches and misuse.
  • Used regular correspondence and scheduled status updates to communicate corporate objectives across all divisions.
  • Achieved an Employee of the Year for excellence in crisis management.
  • Created spreadsheets, reports, and tracking systems using Asana.
  • Hired, managed, developed, and trained employees, as well as set and monitor goals, conduct performance reviews, and pay employees.

Summaries

  • With over 13 years of experience in the Military field, I am a well-organized Office Manager.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • In fast-paced environments, this tireless team player is known for remaining poised and calm.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the program business.
  • Professional in office management and administration with 4 years of experience maximizing productivity, efficiency, and service quality in a variety of settings.
  • Implemented workflow optimization techniques that increased productivity, reduced labor costs, and maintained business integrity and service quality.
  • Military administrative office management, related regulatory guidelines, and cross-functional collaboration certified ITIL and Major Incident Manager.
  • Staff, resource, and day-to-day operations are well-coordinated by this expert.
  • Ensures operational and service excellence by working effectively with cross-functional teams.
  • German and French are both conversational.

Accomplishments

  • Led the successful deployment of new incident management software, gaining Meridian more detailed incident data and reducing response time by 16% minutes.
  • Documented and resolved method which led to procedure.
  • Implemented alert fatigue reduction strategies resulting in fewer 7 false positives while enhancing team focus on genuine critical incidents.
  • Reduced resolution delays by 48% by reforming communication channels and ensuring stakeholders received timely, actionable updates during outages.
  • Enhanced uptime and reliability metrics through implementation of tiered incident escalation paths, reducing business impact from major incidents by 49%.
  • Headed a continuous improvement group that led to 7 incident management process optimizations, cutting recovery times by 72% within 2016.
  • Redesigned our major incident bridge command process, which improved coordinated communication between technical teams by 55%, reducing resolution ambiguity.
  • Led the automation of manual incident escalation processes, resulting in a 84% decrease in response time for priority 1 issues.
  • Established a clear communication protocol with senior leadership during outages, resulting in improved decision-making and incident resolution alignment within Beacon Labs.
  • Facilitated coordination between teams across 10 departments following major incidents, which decreased post-mortem action times by 33%.

Affiliations

  • Emergency Management Accreditation Program (EMAP) Certified
  • Cybersecurity Incident Handling Consortium
  • Global Association of Incident Managers (GAIM)
  • Member of the Continuous Operations Engineers Forum (COEF)
  • Institute of Incident Management
  • Technology Business Management (TBM) Council
  • National Association of Social Workers
  • Information Technology Infrastructure Library (ITIL) Foundation Program
  • Rotary International
  • Society of Incident Prevention and Preparedness

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Business Analysis Professional (CBAP)
  • VMware Certified Professional – Network Virtualization (VCP-NV)
  • BCS Specialist Certificate in Business Continuity Management
  • HDI Support Center Manager Certification
  • ServiceNow Certified System Administrator
  • ISO/IEC 20000 IT Service Management Certification
  • Project Management Professional (PMP)
  • Certified Public Accountant
  • Certified Cloud Security Professional (CCSP)

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