Bryon Carlson
Cartersville,GA
Summary
Experienced IT professional specializing in Incident Management and Service Delivery. Proven track record in overseeing high-priority incident resolutions, improving service delivery satisfaction, and leading technical teams in fast-paced environments. Adept at liaising between technical teams and stakeholders to expedite incident resolution. Seeking to leverage extensive background in IT operations to contribute to the efficiency and effectiveness of an organization's technology infrastructure.
Overview
16
16
years of professional experience
Work History
Incident Coordinator & Oversight Lead – Technology Operations Capability (TOC)
Equifax
11.2020 - 06.2024
- Carry out an important role in surveilling heavy-volume incoming/existing emails from key customers for the deliverance of comprehensive assistance on incident management while sustaining uniformity with the incident-handling policies
- Operate as a point of contact for high-priority incidents/escalations while setting expectations to steer integrity
- Capture long-running, aging incidents while formulating resolutions to increase service delivery satisfaction
- Expedite escalated incidents to aid account representatives and customers in circumventing urgent assistance
- Assemble a high-performing team to streamline investigations for low-priority incidents
Major Incident Manager & Technical Duty Officer
Equifax
06.2019 - 11.2020
- Administrated outage calls, as well as engaged with support personnel, regarding immediate resolutions to major incidents while emphasizing strict compliance with the technical specifications, company guidelines, and set best practices
- Commanded strategic investigations, critical diagnosis, and process improvement to develop workarounds or permanent fixes while formulating action plans, maximizing technology, and generating reports/diagrams
- Interacted with customers through business communication to gather technical information on incident reports
- Conferred with internal stakeholders and leadership team to resolve, expedite, and follow up on the incident status
Service Delivery Manager
DXC Technology
06.2012 - 03.2019
- Instituted technical supervision to 14+ engineers on incident management, including major escalations in a 24/7 environment, while managing US-leveraged and offshore teams in accordance with regulatory procedures
- Handled technical incident calls on storage, network, servers, and software to drive service delivery effectiveness
- Addressed high-priority incidents through the implementation of timely decisions to augment technical productivity while exhibiting evaluations to reduce impact on businesses, customers, users, systems, and programs for efficiency
- Performed technical triage calls, business calls, and customer calls to relay system restorations from incidents while communicating status progress on the remediation process for proper coordination
- Monitored technical installations and general operations to guarantee conformance with technical requirements
- Centralized continuous improvement to meet MTTR while engaging with engineers to align them with incident tasks
- Conducted trend analysis to track repeat issues and root-cause analysis to assess major incidents while producing documentation of information on corrective actions, technical solutions, and key processes
- Participated during weekly meetings and post-mortem sessions to recommend changes for preventative maintenance while presenting changes per trend and root-cause analysis results to members
Senior Systems Engineer
AOS Technologies
04.2011 - 09.2011
- Spearheaded execution of technical installation, configuration, and troubleshooting of EMC VNX, Cisco UCS, Cisco/Brocade fiber switches, Avamar, and data domains to secure optimal functionality per standardized protocols
Customer Engineer
EMC Technologies Incorporated
10.2008 - 03.2011
- Superintended fulfillment of technical installation, updates, and repairs to data storage/backup equipment to ensure maximum serviceability
- Utilized remote diagnostic tools to determine SAN issues while presenting them in non-complex terms to clients for appropriate understanding
Education
Bachelor of Science - Management And Organizational Leadership
Millikin University
Decatur05-2006
Associate of Applied Science - Network Management / Microcomputer Applications
Richland Community College
Decatur, IL05-2002
Skills
- Incident management
- Service management
- Escalation management
- Issue and resolution tracking
- Customer Service expert
- Excellent communication
- Call management
- Technical issues analysis
- Interpersonal skills
- Highly professional
- Customer needs assessment
- Tracking and documentation
- Professional demeanor
Timeline
Incident Coordinator & Oversight Lead – Technology Operations Capability (TOC)
Equifax
11.2020 - 06.2024
Major Incident Manager & Technical Duty Officer
Equifax
06.2019 - 11.2020
Service Delivery Manager
DXC Technology
06.2012 - 03.2019
Senior Systems Engineer
AOS Technologies
04.2011 - 09.2011
Customer Engineer
EMC Technologies Incorporated
10.2008 - 03.2011
Bachelor of Science - Management And Organizational Leadership
Millikin University
Associate of Applied Science - Network Management / Microcomputer Applications
Richland Community College
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