Technical Program Manager

• Feb 2022 - Present

At Brex, I am responsible for owning and managing the incident management framework, as well as overseeing two crucial company-wide Reliability programs. Role Highlights: Incident Management Framework Ownership: Owning and managing the end-to-end incident management framework. This involves ensuring swift response, resolution, and prevention of critical incidents through collaboration with cross-functional teams and adherence to industry best practices. Reliability Program Leadership: I lead two significant company-wide Reliability programs. These programs involve numerous stakeholders from various departments and require careful planning, execution, and coordination to achieve operational excellence and mitigate risks effectively. Stakeholder Engagement: Engaging stakeholders at all levels is a crucial aspect of my role. I foster strong relationships with stakeholders to secure their active participation and support in incident management and Reliability programs. Clear communication and alignment with business goals are essential for successful collaboration. Show less

Technical Program Manager

• Jun 2018 - Jan 2022

Problem Management- Founding member of the Problem Management process within the IS&T Organization- Helped design, create, and implement Problem Management processes to reduce high priority incidents and decrease overall Time to Mitigation.- Review incident data and report on problems to Apple's CIO and direct reports- Analyze problems for correct prioritization and classification- Investigate assigned problems through to resolution and root cause removal- Coordinate actions of various support teams to assist with root cause removal- Monitor progress on the resolution of known errors and advise Incident Management staff on the best available workaround for incidents- Update Known Error Database with known errors and workarounds- Assist with the handling of major incidents and identifying their root causes Show less

Shift Lead

• Aug 2015 - Jun 2018

- Proactively assess to situations to address the HelpLine's business needs- Oversee the day-to-day operations of the HelpLine and adjust staffing as needed- Work with Executive Support to resolve issues with CEO and Executive team- Communicate to management of current and possible high impacting situations

Interim Incident Management Program Manager

• Aug 2017 - Jan 2018

- Manage policies and procedures for Problem Coordinators- Problem Management contact for the IS&T organization- Conduct RCA meetings for business impacting incidents to determine ways to improve, prevent, and mitigate future impact- Compose reporting for business impacting incidents for upper management - 24/7 Point of contact for all P0 incidents

Incident Coordinator

• Apr 2014 - Aug 2015

- Manage Major (P1 Critical) incidents, which includes: - Ensuring all involved teams are concentrating on mitigating impact and working efficiently, page management for awareness and involvement, moderate conference calls, approve/decline new major incident requests, enforce policies/procedures.

IS&T Analyst

• Apr 2013 - Apr 2014

Specialized Engineering Student

• Jul 2011 - Sep 2012

- Resolved customer problems and issues in the use of Cal Recycle Automation software (Via Phone Support and Direct Support) - Maintenance and repair of computer hardware components and peripherals - Configure computer systems for new users and setup computer systems - Part of a company wide equipment rollout for a set-up over 1000 computers (with network setup) - Checkout laptops and presentation equipment to Cal Recycle staff - Setup of Cal Recycle’s presentation equipment and laptops - Enter help center calls into an internal database - Assisted Server Administrator with setting up servers and arrays Show less