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Skills

  • System downtime reduction
  • Communication protocol standardization
  • Service-level agreements (SLA) adherence
  • Incident reporting systems
  • Incident Playbook Development
  • Critical incident resolution
  • Operational efficiency improvements
  • DevOps Collaboration
  • Disaster recovery coordination
  • Agile & Lean Processes

Work Experiences

  • Directed tailored communication strategies during high-visibility incidents, garnering a 54% improvement in end-user satisfaction scores.
  • Directed tailored communication strategies.
  • Championed the rollout of an AI-driven alerting tool for critical systems, reducing false alarms by 17% and enhancing team focus.
  • Ensure that critical incidents are managed in a consistent manner on a global level.
  • Achieved a 65% increase in remediation action completion.
  • Chaired Incident Review Boards, presenting findings to senior leadership to drive systemic improvements, resulting in a 44% incident recurrence reduction.
  • Collaborated with cross-functional teams across Boston to facilitate incident triage, maintaining a 57% success rate in resolving high-priority incidents within SLAs.
  • Coordinated 7-region teams.
  • Achieved rapid containment.
  • Achieved Innovation Award in 2016.

Summaries

  • Detail-oriented professional driving post-incident analysis across Austin, leading to measurable improvements in organizational learning and incident accountability by 24%.
  • Boosted resolution speed.
  • Developed a transformative incident management framework.
  • Designed and executed disaster recovery testing.
  • Detail-oriented professional driving post-incident analysis.
  • Accomplished Incident Manager.
  • Developed troubleshooting processes.
  • Cut recurrence by up to 80% in subsequent quarters.
  • Adept at managing large-scale incident recovery efforts, having coordinated the restoration of critical services for 12+ users in under the past year, earning praise from senior leadership.
  • Driven continuous organizational improvement.

Accomplishments

  • Reduced mean-time-to-repair for high-severity incidents by initiative through process improvements and the introduction of rapid communication platforms.
  • Achieved a 11% improvement in first-contact incident resolution rate by optimizing knowledge base materials and establishing a tiered support strategy.
  • Contributed to a 74% uplift in customer satisfaction by reducing the average downtime per incident and improving notification practices.
  • Authored and maintained Incident Response Procedure documentation, ensuring clarity and consistency during high-pressure scenarios.
  • Collaborated with over 9 IT teams globally to align incident management strategies, reducing customer-facing downtime by 58%.
  • Reduced cross-team delays by creating standardized escalation processes for multiple priority levels, reducing incident backlog by 39%.
  • Piloted a transition from manual incident tracking to Asana-based automated systems, reducing administrative workload by 52%.
  • Contributed to strengthening the Change Advisory Board (CAB) decisions by providing analytical insights from incident data trends, reducing incidents tied to changes by 7%.
  • Negotiated SLAs between stakeholders and third-party providers to ensure incident responses within program, improving external dependency management.
  • Introduced cross-functional runbooks for major incident scenarios, streamlining incident response procedures and reducing resolution time by program.

Affiliations

  • Contributing author, Incident Response Best Practices Whitepaper – Shared insights regarding the role of process automation and global coordination.
  • Member, International Association of Emergency Managers (IAEM) - Attended workshops on disaster recovery and incident response planning.
  • Certified in CISSP (Certified Information Systems Security Professional) - Developed a deep understanding of incident detection and escalation processes.
  • Member, Global Infrastructure & Operations Group - Engaged in roundtable discussions about service resilience and increased availability post-incident remediation.
  • Chair, Incident Response Advisory Board at Vantage - Led strategic sessions on improving cross-team incident handling efficiency.
  • Volunteer, Crisis Response Team Lead - Executed real-world, high-pressure incident troubleshooting for non-profit technology programs.
  • Certified Incident Handler, Global Information Assurance Certification (GIAC) - Focused on incident detection and immediate response.
  • Regular participant, SANS Institute Incident Response Simulations - Gained hands-on experience in real-time incident handling and critical response methods.
  • Member, Institute of Electrical and Electronics Engineers (IEEE) - Collaborated on cybersecurity and automated incident management protocol discussions.
  • Certified, AWS Certified Solutions Architect - Emphasized cloud-native incident management automation and critical systems alerting.

Certifications

  • Kubernetes Administrator (CKA) - Lakeside Partners - 2022
  • Certified in Business Continuity Planning (CBCP) - Vantage - 2021
  • Certified Information Systems Security Professional (CISSP) - Ironclad Systems, 2021
  • Certified DevOps Leader (DOL) - Beacon Labs - 2022
  • Red Hat Certified Engineer (RHCE) - Harbor & Co., 2024
  • Agile Certified Practitioner (PMI-ACP) - Beacon Labs - 2022
  • ServiceNow Certified System Administrator - Harbor & Co. - 2016
  • Advanced Critical Incident Response Training (CIRT) - Meridian - 2021
  • Microsoft Certified: Azure Administrator Associate - Ironclad Systems, 2015
  • PMI Risk Management Professional (PMI-RMP) - metric

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