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Christopher S. Tuley
Leesburg,VA
Summary
An ITIL-certified professional committed to structured service improvement and fostering cross-functional collaboration. Adept at delivering timely incident resolutions, preparing detailed reports for internal stakeholders, and driving actionable insights to enhance operational excellence in dynamic, fast-paced environments.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Incident Manager
Uplynk
04.2021 - 04.2026
- Delivered executive-level visibility into statuses of business-impacting issues, facilitating informed decision-making
- Lead post-mortem incident reviews for all major incidents
- Manage problems and known error lifecycle, including root cause analysis, workarounds, and resolutions
- Identified recurring incidents and analyzed patterns, implementing preventive measures to reduce future occurrences
- Compiled detailed incident reports for all stakeholders, enhancing communication and accountability
- Ensure timely resolution of business-impacting incidents
Technical Manager
Uplynk
03.2019 - 04.2021
- Provided guidance and leadership for services and support, fostering team alignment with organizational goals
- Lead and mentor team members to continuously improve process and meet goals
- Optimize activities to rapidly and effectively respond to and resolve critical incidents
- Maintained high performance levels for service-related processes, ensuring timely and effective service delivery
- Reviewed and tracked ticket process to ensure effective actions and accurate closure of tickets, enhancing overall service quality
CDN & Streaming Client Support
Uplynk
09.2017 - 03.2019
- Identified and resolved technical issues for clients, enhancing user experience
- Performed troubleshooting steps and documented processes to ensure consistent resolution
- Collaborated with engineering teams to address issues and improve process efficiency
- Created detailed documentation of internal procedures to ensure clarity and consistency.
- Guide and mentor junior engineers, fostering technical growth and team development
CDN Network Operations Center Engineer
Edgecast
01.2014 - 09.2017
- Monitored network infrastructure, systems, and applications to ensure optimal performance and availability
- Initiate incident response procedures and troubleshoot issues across multiple domains
- Triage alerts based on severity and impact, isolating areas of disruption
- Escalate incidents to appropriate resolution teams and coordinate actions
- Documented each incident in detail, capturing cause, actions taken, and lessons learned for future reference and knowledge sharing
- Develop, maintain, and update internal technical documentation
Operations and Render IO Administrator
Rhythm & Hues
06.2011 - 01.2014
- Managed render i/o queue and computing allocations for multiple productions, ensuring timely resource availability
- Investigated and resolved technical issues, minimizing downtime and maintaining production flow
- Managed storage and delivery of digital and physical production assets, safeguarding critical project resources
- Troubleshoot and repair workstations, render nodes, and network equipment
- Assist network team with installation and configuration of network equipment
Education
Bachelor of Science - Computer Graphics
Purdue University
West Lafayette, IN05-2011
Skills
- Incident Management
- Incident Response
- Technical Management
- SaaS Support
- ServiceNow
- JIRA
- Confluence
- PagerDuty
- OpsGenie
- Splunk
- Grafana
- Observe
- Data Center Operations
- Network Center Operations
Certification
ITIL, PeopleCert, GR671698893CT, 10/01/24, 10/01/27
Timeline
Incident Manager
Uplynk
04.2021 - 04.2026
Technical Manager
Uplynk
03.2019 - 04.2021
CDN & Streaming Client Support
Uplynk
09.2017 - 03.2019
CDN Network Operations Center Engineer
Edgecast
01.2014 - 09.2017
Operations and Render IO Administrator
Rhythm & Hues
06.2011 - 01.2014
Bachelor of Science - Computer Graphics
Purdue University