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Skills

  • Live environment risk assessment
  • Program management
  • Disaster planning
  • Employee training
  • Patient care
  • Incident dashboard creation
  • Relationship development
  • Downtime reduction
  • Incident Playbook Development
  • Problem resolution

Work Experiences

  • Allowed the team to focus on resolving issues faster.
  • Adhered to SLAs in two years.
  • Achieved minimal impact on business operations.
  • Achieved a 2-hour reduction in incident recovery time.
  • Conceived innovative monitoring strategies that provided early warnings for infrastructure issues, leading to a 48% increase in preemptive fixes.
  • Decreased critical system outages by 22% annually.
  • Decreased average time spent on documentation by 71% %.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Collaborated with security teams to mitigate cybersecurity-related incidents, reducing vulnerability by 53% in 2016.
  • Collaborated with security teams.

Summaries

  • Consistently encouraged team performance improvements.
  • Collaborated with third-party vendors.
  • Dedicated to improving team performance.
  • Achieved a 67% reduction in incident recurrence.
  • Conducted root cause analysis.
  • Analytical Incident Management Specialist.
  • Adept Incident Management Specialist.
  • Cut average response times from 13 minutes to 11 minutes.
  • Critical thinker with extensive experience.
  • Analytical Incident Management Specialist with a demonstrated ability to implement targeted monitoring tools, achieving substantial downtime reductions of 18% %.

Accomplishments

  • Developed comprehensive threat mitigation plans in response to incident trends, resulting in zero priority 1 incidents over a 14-month span.
  • Resolved product issue through consumer testing.
  • Led a post-incident review process that identified root causes of outages, which resulted in a 67% reduction of recurring incidents.
  • Reduced the length of major service disruptions by 64% through proactive simulation of likely failure scenarios and preparation of targeted responses.
  • Reduced the frequency of escalated incidents needing vendor intervention by 28% through improved root cause analysis and resolution workflows.
  • Piloted a new communication protocol that streamlined cross-team collaboration during critical outages, reducing downtime by 19%.
  • Coordinated real-time stakeholder communication during large-scale outages, minimizing impact and ensuring swift resolution.
  • Oversaw the deployment of new incident response tools that improved team notification and collaboration capabilities, reducing time to detection by 4 minutes.
  • Chaired a weekly incident review board, analyzing trends and recommending system improvements that led to increased overall system stability by 68%.
  • Integrated a new incident alerting system with existing monitoring tools, delivering more timely detection of system issues by 12 minutes.

Affiliations

  • Certified Incident Manager Participant 2018
  • Association for Supply Chain Management (APICS)
  • International Council of Nurses
  • Certified Information Systems Auditor (CISA) Member
  • Control Objectives for Information Technology (COBIT) User Forum
  • Freemason
  • Certified Disaster Recovery Manager (CDRM) Group
  • International Organization for Standardization (ISO) 27001 Professionals
  • Institute of Electrical and Electronics Engineers (IEEE) - IT Network
  • Agile Incident Response Guild Member 2021

Certifications

  • Certified in IT Service Management (CITSM)
  • Project Management Professional (PMP)
  • Certified Information Technology Infrastructure Library (ITIL) Practitioner
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified SOC Analyst (CSA)
  • ServSafe
  • Cisco Certified Internetwork Expert (CCIE)
  • CompTIA IT Operations Specialist (CIOS)
  • Certified Cyber Incident Response Manager (CIRM)
  • Certified Business Analysis Professional (CBAP)

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