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Skills

  • Mentoring and Team Development
  • Incident dashboard creation
  • Problem resolution
  • Incident prioritization
  • Budgets
  • Supervision
  • Post-incident continuous improvements
  • Incident management tools proficiency (Microsoft Excel)
  • Operational improvement
  • Post-incident reviews

Work Experiences

  • Looked for industry trends on social media and through online sources.
  • Cultivated a highly capable team.
  • Created incident summary reports.
  • Closed 6% of incidents within SLA deadlines.
  • Achieved cost savings of $11.
  • Coordinated cross-functional teams.
  • Achieved a 36% reduction in resolution time.
  • Collaborated with global cross-functional teams.
  • Collaborated with security teams.
  • Cut incident resolution times by 6 hours.

Summaries

  • Created effective incident dashboards.
  • Critical thinker with extensive experience.
  • Boosted service reliability.
  • Dedicated to improving team performance.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Experienced Incident Management Specialist with a focus on emergency response and patient care in quality assurance.
  • Customer-focused Incident Management Specialist.
  • Adept Incident Management Specialist.
  • Achieved operational efficiencies through incident prioritization.

Accomplishments

  • Collaborated with the engineering team to ensure all incident response actions complied with OSHA standards.
  • Reduced the frequency of escalated incidents needing vendor intervention by 28% through improved root cause analysis and resolution workflows.
  • Built and rolled out a tiered incident management framework, enhancing classification accuracy and reducing triage time by 15 hours.
  • Led a post-incident review process that identified root causes of outages, which resulted in a 67% reduction of recurring incidents.
  • Initiated post-incident feedback loops to continuously refine incident management practices, increasing team overall performance by 18%.
  • Developed comprehensive threat mitigation plans in response to incident trends, resulting in zero priority 1 incidents over a 14-month span.
  • Developed and deployed incident escalation procedures that reduced mean time to resolution (MTTR) by 17 hours.
  • Presented quarterly incident management reports to C-level stakeholders, highlighting trends and recommending actionable improvements which reduced incident occurrences by 79%.
  • Developed an incident categorization system that allowed for quicker assignment of resources, reducing time spent on triage by 2 hours.
  • Documented and resolved standard which led to initiative.

Affiliations

  • SANS Institute - Incident Handling and Response Community Participant
  • Certified Information Systems Auditor (CISA) Member
  • National Information Security Group (NISG)
  • Disaster Recovery Institute International (DRI International) Membership
  • Society for Risk Analysis (SRA)
  • Society of Human Resource Management
  • Cybersecurity Incident Response Forum
  • Certified Incident Manager Participant 2018
  • Lions Club
  • American Medical Informatics Association

Certifications

  • ServiceNow Certified Implementation Specialist - Incident Management
  • EC-Council Incident Handler Certification (ECIH)
  • Certified Cyber Incident Response Manager (CIRM)
  • CompTIA Security+
  • First Aid/CPR Certified
  • Certified Ethical Hacker (CEH)
  • CompTIA IT Operations Specialist (CIOS)
  • Microsoft Certified: Azure Fundamentals
  • SHRM Certified Professional (SHRM-CP)
  • Certified in Governance of Enterprise IT (CGEIT)

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