Damian Jasso
Los Angeles,Ca
Summary
Experienced IT operations professional with over 15 years of expertise in Incident Management and System Monitoring. Skilled in applying ITIL best practices to ensure seamless service restoration, operational efficiency, and system optimization. Adept at working cross-functionally with technical teams and stakeholders to minimize downtime and improve system performance in fast-paced, high-traffic environments. Strong project management abilities, with a track record of driving continuous improvement initiatives.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Incident Management/Production Operation Engineer
Edgio
12.2015 - Current
- Lead incident response operations, leveraging ITIL methodologies to manage critical IT incidents from discovery to service restoration, minimizing downtime and impact on business operations
- Collaborate with technical teams to implement preventive strategies that improve system performance and reduce incident frequency
- Created and managed real-time system monitoring dashboards to proactively identify potential issues and initiate corrective actions to ensure optimal system uptime
- Provided detailed operational reporting, including system performance, availability metrics, and key performance indicators (KPIs), leading to a 40 % improvement in operational efficiency
- Coordinate cross-functional teams and serve as a liaison between technical and non-technical departments to ensure clear communication during incidents and follow-up improvements
- Trained and mentored junior engineers on best practices in incident management, troubleshooting, and system optimization
- Utilized ITIL Methodology to analyze and streamline existing business processes, resulting in 25% reduction in operational costs and facilitating the creation of new and efficient business processes
- Managed incident management bridge calls, coordinating with support teams and on-call support application teams, which led to a 20% reduction in incident resolution time and 98% incident closure rate within SLA timelines
- Established new relationships both internally and externally, facilitating over 100 stakeholder meetings to enhance collaboration and information flow
- Assisted in Reason for Outage (RFO) review and analysis, contributing to a 25% decrease in recurring outages by identifying root causes and recommending preventive measures
- Actively participated in management service level of agreements (SLAs) and service level compliance, ensuring 99% compliance rate, and maintaining client satisfaction
- Configured and customized our service management system, including workflow creation and documentation, resulting in 30% improvement in workflow efficiency and reduced manual intervention
- Improved decision-making during incident response, utilizing ITIL methodology leading to a reduction of mean time to resolve (MTTR) and ensuring minimal impact on business operations
Incident Management/System Analyst
Intuit San Diego
12.2013 - 12.2015
- Managed incident management bridge calls, coordinating with support teams and on-call support application teams, which led to a 20% reduction in incident resolution time and a 98% incident closure rate within SLA timelines
- Demonstrated sound and risk-aware decision-making in the support of a 24/7 production environment
- System Analyst for the Incident Management team to ensure 100% of target goals are completed, including KPIs
- Primary incident conference call facilitator on moderate to high severity Incidents impacting deployed production applications
- Coordinated standard incident prioritization of several I.T
- Teams for moderate to high-severity Incidents over a 2-year period
- Participated in the installation of new software releases, system upgrades, evaluation and installation of patches, and resolution of software-related issues
- Leveraged incident management best practices and process frameworks, such as ITIL methodology, to drive continual process improvement
Education
IT Support Specialist Certification Program -
Npower
Los Angeles12.2023
AWS Cloud Program -
Npower
Los Angeles02.2024
AWS Solutions Architecture -
Npower
Los Angeles10.2024
IT-2735 - Information System Administrator
Navy
San Diego, Ca01.2004
IT-2780 - Network Security Vulnerability Technician
Navy
San Diego, Ca11.2004
United States Navy - Information Technician
Navy
San Diego, CA04.2008
Skills
- ServiceNow
- Jira
- Remedy
- Nagios
- Grafana
- Netcool
- Limon
- Thousand Eyes
- SignalFX
- AWS
- Azure
- Linux
- Windows Server
- MacOS
- Microsoft Suite
- Slack
- Pager Duty
- Xmatters
- ITIL framework
Certification
- ITILV3, 10/01/14
- Google IT Support, 10/01/23
- AWS Cloud Practitioner, 05/01/24
- AWS Solutions Architecture, pending class completion, 01/25/24
Additionalinformation - Availability
Proficient in 24/7/365 environment
Militarybackground
United States Navy, Information Technician, Honorable Discharge, Top Secret Clearance (Not Active)
Languages
Spanish
Full Professional
Timeline
Incident Management/Production Operation Engineer
Edgio
12.2015 - Current
Incident Management/System Analyst
Intuit San Diego
12.2013 - 12.2015
IT-2735 - Information System Administrator
Navy
IT-2780 - Network Security Vulnerability Technician
Navy
United States Navy - Information Technician
Navy
- ITILV3, 10/01/14
- Google IT Support, 10/01/23
- AWS Cloud Practitioner, 05/01/24
- AWS Solutions Architecture, pending class completion, 01/25/24
IT Support Specialist Certification Program -
Npower
AWS Cloud Program -
Npower
AWS Solutions Architecture -
Npower
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