Jill Mergendahl
Bloomfield,CT
Summary
Experienced initiative-taking incident manager with over 7 years of expertise in managing incidents across various platforms and industries, including broadcast, streaming, and financial enterprises. Possessing strong analytical and troubleshooting skills, highly attentive to accuracy, detail, and time constraints. Ability to multitask and prioritize tasks while upholding quality and a sense of urgency consistently recognized.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Major Incident Management Analyst
Peacock/NBC Universal
06.2021 - Current
- Monitor the availability and performance of the end-to-end systems responsible for delivery of NBC's Direct-to-Consumer platforms and Showmax and Sky Showtime platforms, which stream out of South Africa and Europe
- Responsible for quickly assessing the severity of an incident and sending corresponding notifications to needed parties
- Coordinate with various technical support levels, from first-level support handling basic issues to advanced technical specialists tackling complex problems
- Capture all relevant details to facilitate accurate analysis and assist in future incident prevention
- Guide an incident to its resolution as quickly and completely as possible, managing the resources, plan, and communication involved in that resolution
- Was an intricate part of the Major Incident Management team responsible for the end-to-end streaming production of the 2024 Olympic games
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased productivity.
- Serve as subject matter expert on several external work flows and procedures.
Support Center Supervisor
Walt Disney Company
01.2020 - 05.2021
- Provide day-to-day Tier 1 support for ESPN Broadcast Production-related equipment and workflows.
- Provide Major Incident Management support for Disney Owned networks such as Disney+, ESPN, ESPN+, ABC, FOX, and Hulu, as well as other linear and digital products
- Coordinate with various teams to assist in troubleshooting network and application-related issues to resolution
- End user support for those utilizing FOX Media Cloud and its related applications for transferring media between various internal and external sources
- Primary support for FOX-related applications
- Including creating and updating related documentation and knowledge base information
- Managed a diverse team of support professionals, fostering an inclusive and collaborative work environment.
- Developed strong relationships with clients by providing personalized assistance in addressing their needs.
NOC Technician/Enterprise Media Framework Technician
Turner Techtronic's (FOX Contract)
11.2015 - 12.2019
- Provide support to broadcast customers for applications in the Enterprise Media Framework
- Utilized the entire secured FOX and Searchlight database of media to allow for proper distribution and access to various media
- Provide systems monitoring, reporting, incident handling, troubleshooting, and complex problem resolution
- Provide support to other NOC Analysts and conduct off hours support as needed including shift rotation, backfill coverage, evenings, and holidays
- Conducted external customer training for global distribution of FOX's film and television library
NOC Technician/NOC Administrator
Mercury Insurance Company
07.2008 - 03.2015
- Monitor computer networks, data center infrastructures, and servers and actively responding to client support calls
- Coordinate with IT teams and clients to identify, troubleshoot, and maintain logs or documents of network issues during system malfunctions
- Administrate devices and services using Foglight/SCOM/App, Dynamics/Omni Center/Solar, and Winds/PRTG/Argent monitoring tools
- Provide daily, weekly, and monthly reporting to internal stakeholders regarding production uptime, availability, and outage resolution
- Perform all duties associated with Problem Management, including problem detection, logging, prioritization, and investigation and diagnosis
- Improved response time to critical incidents by proactively monitoring network alarms and alerts.
- Maintained accurate documentation of network infrastructure, updates, incident reports, and resolutions for future reference.
NOC Supervisor/Change Control/Application Support
Fidelity National Information Solutions
05.1996 - 11.2007
- Provide phone support for all software and web-based applications provided to banks and mortgage companies to allow them to pull credit reports internally from all three credit bureaus
- (Experian, Trans Union, Equifax)
- QA testing of all new applications before release
- Insured complete 24x7x365 technical coverage for production systems
- Utilize Nagios, an open-source host, service, and network monitoring program to monitor all production environments and applications
- Closely monitor connectivity with credit bureaus due to time critical Service Level Agreements
- Assured adherence to SAS-70 guidelines
- First level LAN/WAN, Router, Switch, and VPN troubleshooting
- Developed effective change management, documentation, and service levels to ensure maximum uptime during any system or software change, test, upgrade, repair, or vendor maintenance
Skills
- Critical thinking
- Task management
- Decision making
- Relationship building
- Collaboration
- Leadership
Certification
- HDI Desktop Support Technician
- Network Plus
- Blackrock 3 Major Incident Management
Hobbies and Interests
- Graphic Design
- Animal Rescue
- Photography
- Interior Design
Timeline
Major Incident Management Analyst
Peacock/NBC Universal
06.2021 - Current
Support Center Supervisor
Walt Disney Company
01.2020 - 05.2021
NOC Technician/Enterprise Media Framework Technician
Turner Techtronic's (FOX Contract)
11.2015 - 12.2019
NOC Technician/NOC Administrator
Mercury Insurance Company
07.2008 - 03.2015
NOC Supervisor/Change Control/Application Support
Fidelity National Information Solutions
05.1996 - 11.2007
- HDI Desktop Support Technician
- Network Plus
- Blackrock 3 Major Incident Management
Similar Profiles
John StobaughJohn Stobaugh
Sales Assistant at Peacock NBCSales Assistant at Peacock NBC
Aidan ReillyAidan Reilly
Customer Care Specialist at NBC Sports Next and Technology - Peacock StreamingCustomer Care Specialist at NBC Sports Next and Technology - Peacock Streaming
Claire NetzelClaire Netzel
ACCOUNT SERVICES REPRESENTATIVE at NBC News & Entertainment | NBC UniversalACCOUNT SERVICES REPRESENTATIVE at NBC News & Entertainment | NBC Universal