Senior Major Incident and Problem Manager

• Jul 2022 - Present

Major Incident and Problem Manager

• Apr 2018 - Jul 2022

Manage P1/P2 incident tickets for US / LATAM - Drive incident resolution - Engage technical resources - Document timeline and technical details - Send business communications - Update senior leadership - Resolve incident and transition to the problem process - Assist EMEA, APAC and JAPAN on P1/P2 incidents Manage P1/P2 problem tickets for US - Run Daily Major Incident and Problem Review Meeting - Drive root cause PTASKS - Follow up on remediation and… Show more Manage P1/P2 incident tickets for US / LATAM - Drive incident resolution - Engage technical resources - Document timeline and technical details - Send business communications - Update senior leadership - Resolve incident and transition to the problem process - Assist EMEA, APAC and JAPAN on P1/P2 incidents Manage P1/P2 problem tickets for US - Run Daily Major Incident and Problem Review Meeting - Drive root cause PTASKS - Follow up on remediation and contributing factor tasks - Run weekly Major Problem Review (MPR) meetings - Assist LATAM, EMEA, APAC and JAPAN on P1/P2 problem tickets Proactively swarm P3 incident tickets with potential to become P1/P2

Sr ITIL Incident Analyst

• Apr 2016 - Apr 2018

• IT Incident Ticket Management in 24x7 Amtrak Atlanta Service Desk. • Monitor incident ticket queue for high severity tickets. Initiate SEV1 and SEV2 Incident management related calls and perform all related documentation. • Perform Quality Assurance by following up on all open incidents and push for resolution. • IT Incident Ticket Management in 24x7 Amtrak Atlanta Service Desk. • Monitor incident ticket queue for high severity tickets. Initiate SEV1 and SEV2 Incident management related calls and perform all related documentation. • Perform Quality Assurance by following up on all open incidents and push for resolution.

Analyst - Client Service Assurance

• Jan 2011 - Mar 2015

• Team Lead for Johnson & Johnson Voice Services Account. • Voice Incident Ticket management in 24x7 call center. First point of contact for customers experiencing telecom outages. • Managed voice incidents, moves, adds and changes for over 160 JNJ subsidiaries both domestic and international. Followed tickets through completion ensuring that contract SLAs were met. • Major Incident Ticket management – Made sure all parties were engaged to resolve the incident as quickly as possible… Show more • Team Lead for Johnson & Johnson Voice Services Account. • Voice Incident Ticket management in 24x7 call center. First point of contact for customers experiencing telecom outages. • Managed voice incidents, moves, adds and changes for over 160 JNJ subsidiaries both domestic and international. Followed tickets through completion ensuring that contract SLAs were met. • Major Incident Ticket management – Made sure all parties were engaged to resolve the incident as quickly as possible. Engaged on-call technicians for any after-hours incidents. Provided regular updates to the customer during the incident. Escalated tickets as needed. • Provided weekly status updates on aged international and domestic tickets to PMO and JNJ management. • Maintained all process documents for the JNJ account. Responsible for training all new team members. • Transitioned JNJ Voice Services helpdesk from Alpharetta, GA to Cary, NC. Trained new team on JNJ account and ticketing systems. Updated existing processes and documented new processes. • Transitioned team to new Verizon (ETMS) and JNJ (ServiceNow) ticketing systems. Updated existing processes and documented new processes for the new systems. Participated in user testing. • Trained new team located in The Philippines after Verizon decided to move the help desk functions off-shore.

Technical Customer Service Analyst

• Dec 2007 - Jan 2011

Voice Incident ticket management for Johnson & Johnson and Kaiser Permanente accounts. Managed customer voice incident tickets. Created vendor tickets as required. Followed up and/or escalated tickets as needed. Managed vendor move/add/change (MAC) tickets.

Billing Analyst

• Oct 2003 - Dec 2007

Provided over $20M in monthly invoicing for several major accounts. Performed work order ticket completions to ensure that work was billed according to the contract. • Streamlined an Access database involved in the monthly billing process InterContinental Hotels Group account to significantly reduce the time spent on invoicing each month. • Completed Verizon “Building Leaders” Training Program – an internal Leadership program.

Financial Systems and Metrics Supervisor

• Apr 1999 - Mar 2003

Produced monthly metrics for Building, Power, Alarm and Telemetry Engineering for executive level reporting. Provided monthly reports on Capital and Expense budgets, order status and other diverse reports as needed. Managed $7M Building Maintenance Expense Budget to address non-capital infrastructure needs. • Created a Tracking Project Information Database. This database created uniform reporting for the Building Engineering district. The reporting capabilities reduced monthly reporting… Show more Produced monthly metrics for Building, Power, Alarm and Telemetry Engineering for executive level reporting. Provided monthly reports on Capital and Expense budgets, order status and other diverse reports as needed. Managed $7M Building Maintenance Expense Budget to address non-capital infrastructure needs. • Created a Tracking Project Information Database. This database created uniform reporting for the Building Engineering district. The reporting capabilities reduced monthly reporting manual labor from 280 man-hours to 7 man-hours. • Participated on a sub team of the Infrastructure End to End team to detail the Building Engineering process flow within a simulation program Eclipse developed by AT&T Solutions. Participated in several reviews of the merged Infrastructure flows with entire Eclipse team. Show less Produced monthly metrics for Building, Power, Alarm and Telemetry Engineering for executive level reporting. Provided monthly reports on Capital and Expense budgets, order status and other diverse reports as needed. Managed $7M Building Maintenance Expense Budget to address non-capital infrastructure needs. • Created a Tracking Project Information Database. This database created uniform reporting for the Building Engineering district. The reporting capabilities reduced monthly reporting… Show more Produced monthly metrics for Building, Power, Alarm and Telemetry Engineering for executive level reporting. Provided monthly reports on Capital and Expense budgets, order status and other diverse reports as needed. Managed $7M Building Maintenance Expense Budget to address non-capital infrastructure needs. • Created a Tracking Project Information Database. This database created uniform reporting for the Building Engineering district. The reporting capabilities reduced monthly reporting manual labor from 280 man-hours to 7 man-hours. • Participated on a sub team of the Infrastructure End to End team to detail the Building Engineering process flow within a simulation program Eclipse developed by AT&T Solutions. Participated in several reviews of the merged Infrastructure flows with entire Eclipse team. Show less

MIS Support Coordinator

• 1994 - Apr 1999

MIS Support Coordinator (1996 – 1999) * Provided hardware and software support for over 90 computers at both the corporate office and plant locations. * Maintained Northern Telecom Meridian Telephone System. * Maintained and supported a HP3000 MPE/iX system. Technical/Administrative Assistant – Manufacturing Services (1994 – 1996) * Provided weekly metrics of manufacturing hours and analyzed ELCAS (US Navy's Elevated Causeway System - Modular) work orders to determine… Show more MIS Support Coordinator (1996 – 1999) * Provided hardware and software support for over 90 computers at both the corporate office and plant locations. * Maintained Northern Telecom Meridian Telephone System. * Maintained and supported a HP3000 MPE/iX system. Technical/Administrative Assistant – Manufacturing Services (1994 – 1996) * Provided weekly metrics of manufacturing hours and analyzed ELCAS (US Navy's Elevated Causeway System - Modular) work orders to determine completion and productivity. * Produced Learning Curves on ELCAS and several other projects to assist in estimating manufacturing hours of future projects. These curves were adopted as the standard tool for estimating new jobs. * Compiled comprehensive Manufacturing Plans for submission to US Navy for seven types of ELCAS pontoons. * Established and coordinated an offsite office on the Little Creek Amphibious Naval Base in Norfolk, Virginia. Office used as a site office during a demonstration of the ELCAS System for the US Navy. Show less MIS Support Coordinator (1996 – 1999) * Provided hardware and software support for over 90 computers at both the corporate office and plant locations. * Maintained Northern Telecom Meridian Telephone System. * Maintained and supported a HP3000 MPE/iX system. Technical/Administrative Assistant – Manufacturing Services (1994 – 1996) * Provided weekly metrics of manufacturing hours and analyzed ELCAS (US Navy's Elevated Causeway System - Modular) work orders to determine… Show more MIS Support Coordinator (1996 – 1999) * Provided hardware and software support for over 90 computers at both the corporate office and plant locations. * Maintained Northern Telecom Meridian Telephone System. * Maintained and supported a HP3000 MPE/iX system. Technical/Administrative Assistant – Manufacturing Services (1994 – 1996) * Provided weekly metrics of manufacturing hours and analyzed ELCAS (US Navy's Elevated Causeway System - Modular) work orders to determine completion and productivity. * Produced Learning Curves on ELCAS and several other projects to assist in estimating manufacturing hours of future projects. These curves were adopted as the standard tool for estimating new jobs. * Compiled comprehensive Manufacturing Plans for submission to US Navy for seven types of ELCAS pontoons. * Established and coordinated an offsite office on the Little Creek Amphibious Naval Base in Norfolk, Virginia. Office used as a site office during a demonstration of the ELCAS System for the US Navy. Show less