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Skills

  • Information management
  • Presentation design
  • Post-resolution reviews
  • ITIL framework implementation
  • KPI monitoring and reporting
  • Infrastructure Health Monitoring
  • Staff management
  • Major incident management
  • Documentation and control
  • Resolution dedications

Work Experiences

  • Hired, managed, developed, and trained employees, as well as set and monitor goals, conduct performance reviews, and pay employees.
  • Built strong relationships with executive sponsors and key vendors to expedite high-priority incident resolutions, reducing bottlenecks by 73%.
  • Restructured installation processes and staff teams, resulting in a 9% increase in productivity.
  • Investigated and resolved a variety of issues that impacted executive leaders and business initiatives.
  • Achieved Innovation Award.
  • Organized system meetings for 2 Major Incident Managers and coordinated the availability of conference rooms for attendees every the past year.
  • Accelerated recovery timelines by 14%.
  • Addressed potential single points of failure ahead of framework.
  • Achieved this over 13 consecutive months.
  • Established and developed a highly efficient and dependable administrative team by providing ongoing coaching and motivation and fostering career advancement.

Summaries

  • Staff, resource, and day-to-day operations are well-coordinated by this expert.
  • Major Incident Manager who is self-motivated and has demonstrated leadership, organizational, and customer service skills.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • With 16 years of Military experience, I am a well-organized Administrative professional with excellent multitasking abilities.
  • Efficiencies and response times were prioritized.
  • HubSpot expert with database management experience.
  • With an organized approach and strong multitasking abilities, dedicated to maximizing customer satisfaction and exceeding business objectives.
  • Support specialist and leader with advanced organizational, technical, and business acumen who is highly dependable, ethical, and trustworthy.
  • Adaptable person with performance reporting and risk assessment abilities.

Accomplishments

  • Developed contingency plans for 12 platforms, ensuring no more than 15 minutes downtime during critical incidents, achieving 54% uptime target.
  • Led the successful deployment of new incident management software, gaining Meridian more detailed incident data and reducing response time by 16% minutes.
  • Headed a continuous improvement group that led to 7 incident management process optimizations, cutting recovery times by 72% within 2016.
  • Implemented alert fatigue reduction strategies resulting in fewer 7 false positives while enhancing team focus on genuine critical incidents.
  • Collaborated with disaster recovery teams to optimize Recovery Time Objectives (RTO) by 23% through the implementation of simulation exercises and resource allocation changes.
  • Reduced resolution delays by 48% by reforming communication channels and ensuring stakeholders received timely, actionable updates during outages.
  • Designed and implemented a real-time performance dashboard aggregating system health data, reducing detection-to-resolution time by 77% minutes.
  • Standardized post-incident review processes to ensure thorough documentation and accountability, leading to a 75% increase in preventative measures identified.
  • Managed external vendors and partners during outages, making quick decisions that reduced the impact on framework operations by 33%.
  • Documented and resolved method which led to procedure.

Affiliations

  • Global Association of Incident Managers (GAIM)
  • American Marketing Association
  • Information Technology Infrastructure Library (ITIL) Foundation Program
  • Institute of Incident Management
  • Major Incident Response Team (MIRT)
  • Global IT Service Operations Forum (GITSOF)
  • American Medical Informatics Association
  • Project Management Institute
  • Information Systems Audit and Control Association (ISACA)
  • Co-founder or Leader of Brightline Incident Response Task Force

Certifications

  • ITIL Foundation Certification
  • CompTIA Security+
  • ServSafe
  • Certified Information Security Manager (CISM)
  • Certified in the Governance of Enterprise IT (CGEIT)
  • Salesforce
  • Project Management Professional (PMP)
  • CompTIA Cloud+
  • Certified DevOps Leader (DOL)
  • Google Certified Professional Cloud Architect

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