Anthony King
Summary
Major Incident and Critical Situation Manager experienced in leading high-impact incident response across diverse sectors. Achieved significant improvements in customer satisfaction and reduced incident resolution times through effective stakeholder engagement and structured processes. Focused on driving rapid service restoration and maintaining clear communications in high-pressure environments.
Overview
29
29
years of professional experience
2
2
years of post-secondary education
Work History
Technology Major Incident Manager
Truist
Raleigh
2025.03 - 2026.05
- Completed intensive Technology Major Incident Manager training in April 2025, focusing on ITIL- based major incident processes and executive-level communication.
- Managed major incidents, minimizing service disruption and supporting organizational operational continuity.
- Commanded an average of 5 concurrent Major Incident Response bridge calls, orchestrating technical, business, and vendor resources to drive rapid service restoration.
- Provide concise, time-boxed status updates at defined intervals to business stakeholders and leadership, ensuring shared understanding of impact, ETA, and risk.
- Maintained detailed ServiceNow incident notes and action logs, facilitating effective post-incident review and problem management handoff.
- Utilized Microsoft Co-Pilot AI to streamline writing of Major Incident Reviews and Problem Incident Reviews, enhancing communication to stakeholders.
Senior Critical Situation Manager
TekSystems(Microsoft)
Durham
2023.10 - 2025.03
- Manage critical situations for Microsoft Premier Customers across government, military, banking, and Fortune 500 segments, ensuring transparency and regular updates to all stakeholders.
- Lead a specialized team to resolve an average of 5+ high-impact incidents monthly, coordinating internal and external partners to minimize business disruption.
- Conduct in-depth root cause analyses, documenting key contributing factors and recommending preventive measures that improved service reliability by approximately 30%.
- Drive continuous improvement by incorporating lessons learned from major incidents into standardized processes, resulting in a 20% reduction in repeat issues for key accounts.
- Collaborate with technical teams to understand complex infrastructure and application issues and facilitate swift, technically sound decisions under tight time constraints.
- Focus on customer outcomes by managing communication across all parties and aligning remediation plans to business impact and risk.
Senior Major Incident Manager
Verizon Business
2019.01 - 2022.12
- Delivered hourly updates on Priority 1 tickets to over 30 enterprise customers via ticketing system, email, and instant chat, ensuring alignment and reducing escalations by an estimated 25%.
- Participated in client meetings to gather essential information for comprehensive ticket reviews, improving clarity of requirements and expectations.
- Compiled detailed incident and problem reports and facilitated bridge calls that were pivotal in mitigating escalations and resolving critical issues more quickly.
- Standardized incident communication templates and call flows, cutting average update preparation time by approximately 20%.
Technical Support Specialist
Verizon Business
1997.01 - 2019.01
- Answered and resolved an average of 35 daily service calls, leveraging deep knowledge of Verizon Business products for effective root cause analysis and timely resolution.
- Collaborated with network and terminal teams to resolve complex customer issues, enhancing operational efficiency across multiple environments.
- Led training for new Service Desk Agents and Incident Management Engineers, fostering a high-performing support organization.
- Contributed to a 40% increase in customer satisfaction by helping implement new customer service standards across the Call Center.
- Achieved average personal CSAT score of 9.1/10, demonstrating strong customer service and active listening skills.
- On 9/11, managed the Service Desk during the attacks, handling 10,000+ calls in under 15 minutes and sustaining 100+ calls per 8-hour shift for 2 weeks, supporting critical communications continuity.
Education
High School Diploma - General Studies
Hillside High School
Durham, NCSome College (No Degree) - Pre-Engineering
Appalachian State University
Boone, NC 1980.08 - 1981.05
Some College (No Degree) - Mathematics
North Carolina Central University
Durham, NC 1983.01 - 1984.01
Skills
- Major Incident Management
- Incident management
- ITIL service management
- Incident Processes
- Problem Processes
- Incident Reporting
- Post-incident analysis
- Post-incident reviews
- Post-incident debriefs
- Incident Review Process
- Incident Process Improvement
- Service Transition Management
- Service Level Management
- ServiceNow expertise
- Crisis management
- Crisis Communication
- Risk management
- Risk Assessment
- Performance Metrics
- Process Optimization
- Process reviews
- Continuous enhancement
- Root Cause Analysis
- Data analysis
- Analytical Thinking
- Prioritization
- Escalation management
- Incident prioritization
- Executive Communication
- Stakeholder Communication
- Risk management
Timeline
Technology Major Incident Manager
Truist
2025.03 - 2026.05
Senior Critical Situation Manager
TekSystems(Microsoft)
2023.10 - 2025.03
Senior Major Incident Manager
Verizon Business
2019.01 - 2022.12
Technical Support Specialist
Verizon Business
1997.01 - 2019.01
Some College (No Degree) - Mathematics
North Carolina Central University
1983.01 - 1984.01
Some College (No Degree) - Pre-Engineering
Appalachian State University
1980.08 - 1981.05
High School Diploma - General Studies
Hillside High School