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Skills

  • Relationship development
  • LabVIEW
  • Resolution team engagement
  • MS Office
  • Emergency response procedures
  • Cost estimation
  • Power systems
  • Impact limitation processes
  • Global client management
  • Operational improvement

Work Experiences

  • Identified
  • Reduced
  • Ensured
  • Answered 11 calls per several months to help customers with their questions and concerns.
  • Was in charge of representing
  • Established
  • Advised
  • Started it.
  • Was in charge of maintaining order and discipline among subordinates, as well as giving assignments and instructions.
  • Did some research.

Summaries

  • Prepared for a new position in the IT environment that entails troubleshooting and incident analysis.
  • A dedicated employee who has successfully handled high-priority incidents and found ways to minimize their impact for over 16 years.
  • Pragmatic
  • Astute Incident Manager proudly boasts over 8 years of experience in dealing with high-priority issues and devising effective methods to mitigate their impact.
  • Safety regulations, as well as fire department procedures, policies, and internal controls, are all well-understood.
  • Incident Manager is articulate and driven to succeed.
  • Ability to complete tasks accurately despite interruptions and competing demands has been demonstrated.
  • Customer-focused, strategic-thinking salesperson with more than 20 years of experience in developing relationships, cultivating partnerships, retaining top accounts, and expanding profit channels.
  • Expert
  • Dependable

Accomplishments

  • Developed a knowledge-sharing portal for effective incident resolution steps, which reduced escalations by 44%.
  • Resolved product issue through consumer testing.
  • Collaborated with team of 17 in the development of system.
  • Increased sales 12% over three years.
  • Developed and led a comprehensive training program for new incident managers, improving team response time by 40% in 2016.
  • Partnered with client services and technical teams to resolve platform-wide issues in Adobe Creative Suite, increasing client retention by 40%.
  • Developed an advanced dashboard that aggregated incident data in real-time, cutting diagnosis time by 49%.
  • Monitored incident performance metrics via Jira, reducing critical downtime by 84%.
  • Saved $13 on retrofitting costs by engineering a seismic support cable that passed vital inspection.
  • Led incident resolution efforts for a Tableau outage affecting 11 users, achieving a resolution time 18 hours under SLA.

Affiliations

  • National Institute of Standards and Technology (NIST)
  • Global Knowledge IT Training Courses
  • Society of Women Engineers
  • American Marketing Association
  • Association of Information Technology Professionals
  • Disaster Recovery Journal (DRJ)
  • International Association of Emergency Managers (IAEM)
  • Cloud Security Alliance (CSA) Member
  • Freemason
  • DevOps Institute Member

Certifications

  • Certified Cloud Security Professional (CCSP)
  • Project Management Professional (PMP)
  • Certified in Risk and Information Systems Control (CRISC)
  • Certified Service Desk Manager (CSDM)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • ITIL 4 Managing Professional (MP) Certification
  • Red Hat Certified Engineer (RHCE)
  • SHRM Certified Professional (SHRM-CP)
  • Certified in the Governance of Enterprise IT (CGEIT)
  • Nutanix Certified Professional (NCP)

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