Christopher Bagby
Tempe,AZ
Summary
Adaptable, detail-oriented professional with a decade of experience in IT, specializing in Incident Management and Incident Communications. Skilled in effective communication, crisis management, and creating structured processes. Seeking to pivot into a career in horticulture, botany, or plant-related fields to align with a passion for nature and environmental sustainability. Strong at leveraging strong organizational and problem-solving skills to manage projects. Enthusiastic about applying technical expertise and communication acumen to foster a deep understanding of horticulture and plants.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Incident Communications Manager
New Relic
08.2022 - 04.2024
- Incident management SME working cross-functionally to build and improve incident management processes in a DevOps environment
- Led customer and internal communications during service interruptions including public status page messaging and bespoke messaging to high-touch customers
- Trained Support management to perform incident communications duties, including hosting regular incident drills/gamedays and regular team stand-ups.
Senior IT Situation Management Analyst
American Airlines
02.2019 - 08.2022
- Participated in on-call support rotation for all high-severity and crisis IT incidents
- Responsible for scheduling, new-hire training, and recruitment for Situation Manager roles
- Maintained knowledge bases, contact lists, training curricula, and policy and procedure documentation
- Identified and assessed high-severity incidents based on impact and risk to financials, flight operations, and customer experience
- Provided stakeholders regular updates during high-severity incidents via enterprise-wide notifications.
Information Security Analyst
American Airlines
11.2017 - 05.2018
- Provided eyes-on-glass monitoring and detection of enterprise IT systems
- Identified and triaged security events by leveraging SIEMs, EDRs, and raw data and logs from various security appliances (physical and virtual firewalls, IPS/IDS)
- Managed security controls including web gateway blocks, processing email search and destroys, and implementing signature-based antivirus blocks based on information gathered during security incidents and from Threat Intelligence.
IT Help Desk Analyst
American Airlines
06.2016 - 11.2017
- Provided front-line IT support for enterprise employees and vendors, ticketed incidents, performed password resets, and supported internal applications, workstations, networks, and peripherals
- Assisted leaders with managing high-severity incident calls by scribing timelines
- Trained and onboarded new IT Help Desk associates, many of whom developed into more senior and technical roles within the company.
Education
Bachelor of Arts - Japanese Language
Arizona State University
Tempe, AZSkills
- Teamwork and Collaboration
- Problem-Solving
- Adaptability and Flexibility
- Incident management
- Process improvement
- Curriculum development
- Training
- Internal Communications
Certification
- ITIL v4 Foundations
- FEMA ICS
Timeline
Incident Communications Manager
New Relic
08.2022 - 04.2024
Senior IT Situation Management Analyst
American Airlines
02.2019 - 08.2022
Information Security Analyst
American Airlines
11.2017 - 05.2018
IT Help Desk Analyst
American Airlines
06.2016 - 11.2017
Bachelor of Arts - Japanese Language
Arizona State University
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