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Skills

  • ITIL framework implementation
  • Infrastructure Health Monitoring
  • Emergency analysis
  • Major incident management
  • Post-resolution reviews
  • Disaster Recovery Planning
  • Database administration
  • Data entry
  • Presentation design
  • Leadership in high-pressure situations

Work Experiences

  • By automating client correspondence, record tracking, and data communications, I was able to improve office operations.
  • Coached team members.
  • Evaluated employee performance and implemented incentives and team-building events to boost morale.
  • Accelerated recovery timelines by 14%.
  • Effectively managed costs and billing, as well as financial discrepancies, by using standard software to organize account information.
  • Achieved a 51% reduction in incidents related to failed changes.
  • Was in charge of metric files and records for 7 clients, as well as following security procedures to prevent data breaches and misuse.
  • Achieved 4% reduction in incident resolution time.
  • Achieved 20% improvement in process adherence.
  • Applied expert problem-solving skills to streamline communication between technical teams and executives, driving prompt decision-making.

Summaries

  • Driven to respond quickly and accurately to critical business incidents in order to avoid service interruptions and revenue loss.
  • Excellent communicator and project manager with expertise in day-to-day operations, workflow improvements, and customer service.
  • These abilities, as well as a strong work ethic, are available.
  • With an organized approach and strong multitasking abilities, dedicated to maximizing customer satisfaction and exceeding business objectives.
  • To meet project objectives, prioritize projects and multitask effectively.
  • Thorough and dependable Office Worker with excellent administrative skills and a strong Military background.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Hardworking Major Incident Manager with experience in providing recurrence prevention solutions.
  • Major Incident Manager who is self-motivated and has demonstrated leadership, organizational, and customer service skills.
  • Adaptable person with performance reporting and risk assessment abilities.

Accomplishments

  • Reduced false-positive alerts in monitoring systems by 42%, enhancing team focus on critical issues and improving operational efficiency.
  • Standardized post-incident review processes to ensure thorough documentation and accountability, leading to a 75% increase in preventative measures identified.
  • Documented and resolved method which led to procedure.
  • Led post-incident reviews that identified root causes and prevention mechanisms to reduce recurring issues by 66% within 18 months.
  • Optimized key escalation and incident reporting processes, resulting in 50% faster resolution times during large-scale service outages.
  • Led the successful deployment of new incident management software, gaining Meridian more detailed incident data and reducing response time by 16% minutes.
  • Mentored a team of 7 junior managers, boosting overall incident response efficiency by 25% through regular coaching and feedback.
  • Developed contingency plans for 12 platforms, ensuring no more than 15 minutes downtime during critical incidents, achieving 54% uptime target.
  • Collaborated with team of 17 in the development of metric.
  • Reduced resolution delays by 48% by reforming communication channels and ensuring stakeholders received timely, actionable updates during outages.

Affiliations

  • High Availability IT Systems Group
  • International Council of Nurses
  • Major Incident Response Team (MIRT)
  • Active Member of Lakeside Partners Crisis Management Team
  • Association of Information Technology Professionals
  • Active Contributor to Major Incident Simulation Drills at Ironclad Systems
  • Association for Supply Chain Management (APICS)
  • Global Association of Incident Managers (GAIM)
  • Jaycees
  • Certified in Problem Management by procedure

Certifications

  • Certified Public Accountant
  • VMware Certified Professional – Network Virtualization (VCP-NV)
  • Lean IT Foundation Certification
  • Axelos Certified ITIL Master
  • First Aid/CPR Certified
  • BCS Specialist Certificate in Business Continuity Management
  • Certified Information Technology Infrastructure Library (ITIL) Practitioner
  • SANS GIAC Certified Incident Handler (GCIH)
  • Salesforce
  • Advanced Certified ScrumMaster (A-CSM)

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