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Skills

  • Problem resolution
  • Business risk identification and mitigation
  • Change Management
  • Relationship development
  • Platform integration for incident tracking
  • Mean Time to Recovery (MTTR) optimization
  • End-user experience management
  • Effective stakeholder negotiation
  • First Aid/CPR
  • Deficiency documentation

Work Experiences

  • Decreased average recovery time from 8 hours to 7 minutes.
  • Achieved results within one year.
  • Addressed system vulnerabilities.
  • Achieved a 60% reduction in unnecessary escalations.
  • Assessed urgency of incidents.
  • Transported Microsoft Excel to 18 months customer locations.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Collaborated with subject matter experts in Asana.
  • Collaborated with the risk management team.
  • Oversaw the delivery of method project by procedure team, which resulted in process.

Summaries

  • Conducted post-incident debriefs.
  • Focused on applying policies consistently and correctly while meticulously handling every detail.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
  • Detail-oriented Incident Coordinator.
  • Achieved a 19% reduction in mean downtime.
  • Acted swiftly to reduce recurring service disruptions.
  • Within Miscellaneous, senior Incident Coordinator and outstanding performer in data analysis and cross-functional collaboration.
  • Comprehensive understanding of incident management life cycles.
  • Achieved operational excellence.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Reduced major incident response times by 66% by refining escalation processes and enhancing team training on severity classification.
  • Conducted incident trend analysis, identifying systemic issues that lowered the rate of critical incidents by 38% within the past year.
  • Collaborated with team of 4 in the development of standard.
  • Spearheaded the deployment of upgraded monitoring tools, which decreased undetected incidents by 69%.
  • Trained a team of 10 on new Incident Management Platform, resulting in 39% improvement in response time for critical P1 issues.
  • Increased incident response efficiency by 55% through the implementation of automated monitoring and alert systems.
  • Reduced mean time to resolution (MTTR) by 36% for critical incidents, resulting in minimized downtime and enhanced client service delivery.
  • Collaborated with the cybersecurity team to design and implement an incident containment protocol, reducing data exposure by 68% during security breaches.
  • Successfully managed over 10 major incidents per quarter, achieving 61% on-time resolution in adherence to customer SLAs.

Affiliations

  • HDI (formerly Help Desk Institute) - Incident Management Focus
  • Lions Club
  • Toastmasters
  • IT Service Management Forum (itSMF)
  • Certified in Risk and Information Systems Control (CRISC) Six Sigma
  • National Emergency Number Association (NENA)
  • Cloud Security Alliance (CSA)
  • Incident Management Solutions Forum (IMSF)
  • Cyber Incident Response Team (CIRT) Harbor & Co.
  • Project Management Institute

Certifications

  • ISO/IEC 27001 Lead Implementer - PECB
  • Cisco Certified Internetwork Expert (CCIE)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Risk Management Framework (RMF) Certification
  • First Aid/CPR Certified
  • Certified Incident Handler (GCIH) - Global Information Assurance Certification
  • CompTIA IT Fundamentals (ITF+)
  • Salesforce
  • Certified Public Accountant (CPA)
  • Operational Support & Analysis (OSA) - ITIL Intermediate Module

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