Lead Major Incident Manager

• Jul 2023 - Present

Excited to announce my new role as an IT Lead Major Incident Manager at Aegon Global Technologies! Working with the Global Technology Support (GTS) Team members supporting Transamerica and other Aegon subsidiaries across the globe, I'm dedicated to efficiently managing critical incidents, coordinating resources, and ensuring seamless communication throughout major system outages. My experience in process improvement, data analysis, and technology integration will drive enhanced safety, productivity, and cost-efficiency. I am happy to contribute to Aegon Global Technologies 's success by helping to ensure the reliability of IT systems and fostering innovation. Show less

Senior Major Incident Process Manager

• Jan 2018 - May 2023

Senior Major Incident Process Manager, UHG/OptumCare, National (Remote) • Internal promotion to Senior Major Incident Project Manager, responsible for IT operations related to Major Incident Management. • Managed the Major Incident/Major Problem Teams process, including 24/7 war-room call response, change management in conjunction with Emergency Change Release (ECR), and core member of the Change Advisory Board (CAB). • Handled Problem Management, Root Cause Analysis, Preventative Measures, Analytics, and Continual Improvement. • Developed and documented ITIL Policy, Process, and Procedure Maturity. Contributed to Knowledge Management and Request Fulfillment. • Coordinated with the Command Center (NOC) for detected alerts, moderated the WebEx conference bridge to facilitate Major Incident response, partnered with Network Operations & Infrastructure, managed On-Call support for zero-day and other critical events, and coordinated Major Problem and Root Cause Analysis. • Measured, evaluated and made recommendations based on KPIs and CSFs. Provided monthly and year-end metrics and reporting. • Partnered with Engineering Teams to establish functional Business Rules and Thresholds to automate ServiceNow incident creation and process coordination for all monitoring modalities, including SCOM, PagerDuty (Administrator), Splunk, Victor Ops, Prometheus, vROPS, Zabbix, PRTG, and ExtraHop. • Conducted teammate Process orientation & training and fully documented in ServiceNow. Show less

Process Manager

• Nov 2016 - Jan 2018

Working as a Process Manager on the Major Incident Team for DaVita from October of 2016 to December 2021. Working as a Process Manager on the Major Incident Team for DaVita from October of 2016 to December 2021.

Support Specialist

• Oct 2011 - Nov 2016

BMC Footprints Service Core Administrator BMC Footprints Service Core Administrator

I.T. Specialist

• Feb 2011 - Oct 2011