BRITTANY GRAVES
Summary
Hardworking and reliable Incident Manager with strong ability in leading bridge calls and driving remediation efforts during critical outages. Excellent communication skills, and an ability to quickly analyze complex situations. Highly organized, proactive and punctual with team-oriented mentality.
Overview
14
14
years of professional experience
Work History
Major Incident and Problem Manager
Cornerstone Building Brands
Remote
07.2023 - 07.2024
- Developed and implemented problem management processes and procedures.
- Collaborated with teams across the organization to ensure timely resolution of issues.
- Conducted post-resolution reviews to analyze effectiveness of solutions.
- Created detailed reports summarizing findings from problem investigations.
- Performed root cause analysis to determine underlying causes of recurring incidents.
- Trained staff on best practices for incident reporting and escalation procedures.
MAJOR INCIDENT MANAGER
HCL America / The Walt Disney Company
Lake Buena Vista, FL
05.2022 - Current
- Documented information before, during and after incidents in order to model trends, generate reports and recommend updates.
- Developed and managed standardized response processes for maximum efficiency.
- Prioritized each incident based upon its impact on business and escalated issues considered major threats.
- Created plans for remediation ahead of time, altering procedures during actual incidents whenever necessary.
- Work with engineering teams to determine root cause, and document RCA efforts using the 5 Whys method
- Prioritize change requests, assess their impact, and accept or reject changes, and document change management processes and change plans.
MAJOR INCIDENT MANAGER
Insight Global/Boeing
Remote
4/07/21 - 09.2023
- Prioritized each incident based upon its impact on business and escalated issues considered major threats.
- Acted as a focal point for all severity 1 and business impacting major incidents
- Responsible for planning and coordinating all activities required to perform, monitor and report on the major incident management process.
- Documented information before, during and after incidents in order to model trends, generate reports and recommend updates.
- Collaborated with involved team members to complete post-incident assessments.
SERVICE AVAILABILITY ANALYST
The Walt Disney Company/TEKSystems
Lake Buena Vista, FL
09.2019 - 03.2021
- Developed incident management strategy, including troubleshooting, root cause analysis and timely resolution.
- Drive incidents to resolution and ensure accurate and timely customer and executive level communications.
- Ensure the correct resources are working on the resolution of major incidents appropriate to the severity and identify when escalation is required and trigger such escalation accordingly.
- Extensive experience supporting and managing technical environments; demonstrated leadership skills under fast-paced, highly dynamic situations.
MAJOR INCIDENT MANAGER
Hudson's Bay Company/Apex Systems
Jackson, MS
06.2019 - 03.2020
- Validated all incoming Major Incidents and assessed business impact to ensure that only critical incidents are flagged as Major Incidents.
- Issued Incident communications to key stakeholder management
- Coordinated the resolution of critical Major Incidents, utilizing technical and business resources
- Lead Incident conference calls to advise and assist engaged resolution towers.
MAJOR INCIDENT MANAGER
Walgreens Corp/COGNIZANT
DEERFIELD, IL
12.2018 - 06.2019
- Incident Management – Established and manage bridge calls with engineers and customers during an outage
- Crafted business appropriate communications for the affected operating groups and managed communication on a critical incident conference call
- Problem management – Conducted post-event analysis, leveraging the ITIL problem management process and relationships with engineering to assure that issues to prevent further occurrences
- Oversaw the approval and implementation of high impact changes, and take lead and drive the remediation effort if change is unsuccessful
SERVICE AVAILABILITY ANALYST
The Walt Disney Company/TEKSYSTEMS
LAKE BUENA VISTA, FL
11.2016 - 06.2018
- Established and manage bridge calls with engineers and customers during enterprise-level outages
- Applied the ITIL framework to determine severity and impact
- Facilitated the resolution effort and determine when it is necessary to engage additional resources if the resolution effort is stalled during the call with stakeholders
- Engagement of escalation management resources
- Manage customer and internal communications at an executive level
HRIS ANALYST
UNITED STATES CAPITOL POLICE
WASHINGTON D.C.
08.2015 - 05.2016
- Identified and resolved project management obstacles through persuasive discussion with working group members and supervisors.
- Developed and managed project plans while providing status updates to management.
- During the development of a new HRIS system, worked with functional areas to identify roles project reporting structures and frequency of interaction.
IT Analyst
U.S. PATENT & TRADEMARK OFFICE
ARLINGTON, VA
04.2013 - 04.2014
- Responsible for troubleshooting, documenting, and escalating incidents and service requests within the specified timeframes as explained in the workflow.
- Prepared Key Operating Procedures, Documents of Understanding and Run Books.
- Performed training workshops for new transfers on all processes and procedures and monitoring progress during their transition.
- Top contributer to the interdepartmental shared knowledge base
IT Services Coordinator
International Monetary Fund
WASHINGTON D.C.
02.2011 - 01.2012
- Troubleshoot laptop/blackberry/iPhone software to resolve or escalate issues properly while staying within SLA.
- Provided software training to economists traveling on overseas missions
- Recognized by supervisor for maintaining accurate and timely records despite heavy caseload.
INTERN
MICROSOFT CORPORATION
08.2010 - 02.2011
- Developed and maintained asset management database for multiple data centers and assisted updating the international database.
- Performed setup and installation of PC's and Servers using Windows 7 Enterprise and Server 2008 R2.
- Coordinated improvement projects including virtualization deployment within Hyper-V.
Education
IT Foundations - Computer Networking
George Mason University
Arlington, VA2012
Associate of Science - Information Technology
Northern VA Community College
Alexandria, VASkills
- Major Incident and Problem Manager with very good interpersonal and people skills
- Hardworking and reliable, very resolute Incident manager with strong ability in leading bridge calls
- Able to drive remediation efforts during critical outages
- Excellent communication skills, and an ability to quickly analyze complex situations
- Experience in establishing and managing bridge calls for enterprise level outages
- Highly organized, proactive and punctual with team-oriented mentality
- Adept in Problem management – conducted post-event analysis, leveraging the ITIL problem management process and relationships with engineering to assure that issues to prevent further
occurrences - Skilled in validating major incidents, assessing business impact, issuing incident communications and
leading incident conference calls to advise and assist engaged resolution towers - Proficient in rapid conflict resolution and has worked in Operations, IT support, and Asset Management
- Knowledge of ITIL v4 service management framework
Timeline
Major Incident and Problem Manager
Cornerstone Building Brands
07.2023 - 07.2024
MAJOR INCIDENT MANAGER
HCL America / The Walt Disney Company
05.2022 - Current
SERVICE AVAILABILITY ANALYST
The Walt Disney Company/TEKSystems
09.2019 - 03.2021
MAJOR INCIDENT MANAGER
Hudson's Bay Company/Apex Systems
06.2019 - 03.2020
MAJOR INCIDENT MANAGER
Walgreens Corp/COGNIZANT
12.2018 - 06.2019
SERVICE AVAILABILITY ANALYST
The Walt Disney Company/TEKSYSTEMS
11.2016 - 06.2018
HRIS ANALYST
UNITED STATES CAPITOL POLICE
08.2015 - 05.2016
IT Analyst
U.S. PATENT & TRADEMARK OFFICE
04.2013 - 04.2014
IT Services Coordinator
International Monetary Fund
02.2011 - 01.2012
INTERN
MICROSOFT CORPORATION
08.2010 - 02.2011
MAJOR INCIDENT MANAGER
Insight Global/Boeing
4/07/21 - 09.2023
IT Foundations - Computer Networking
George Mason University
Associate of Science - Information Technology
Northern VA Community College
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