Jackie Torres
Peoria,AZ
Summary
Results-driven IT professional with expertise in ITIL-based service management and project coordination. Achieved 75% reduction in major incidents through process improvements and automation. Proficient in AWS cloud migration, ServiceNOW, JIRA, and developing knowledge bases for incident management. Demonstrated success in leading cross-functional teams throughout Software Development Life Cycle (SDLC) and delivering technical training.
Overview
26
26
years of professional experience
4
4
Certifications
Work History
Enterprise Systems Analyst I
Choice Hotels International
10.2021 - 01.2026
- Enhanced software development lifecycle efficiency through cross-functional team collaboration.
- Maintained comprehensive process documentation to support operational consistency and clarity.
- Identified system vulnerabilities through trend analysis, recommending effective solutions.
- Led Major Incidents, ensuring swift resolution and effective stakeholder communication.
- Trained team members on emerging technologies and streamlined processes for improved performance.
- Managed and updated the ServiceNOW Knowledge Base for enhanced information sharing.
Incident Analyst
Choice Hotels International
06.2018 - 10.2021
- Served as the primary point of contact during critical system outages.
- Participated in Root Cause Analysis sessions to resolve complex incidents.
- Revitalized the Incident Management process in 2020.
- Delivered training to NOC Operators and IT teams on incident lifecycle management and ServiceNOW procedures.
- Established and maintained a ServiceNOW knowledge base for incident management.
- Facilitated bi-annual meetings with application owners to share updates, address issues, and gather feedback.
Computer Operator
Choice Hotels International
01.2017 - 06.2018
- Supported a 24x7 operational environment.
- Monitored multiple systems using advanced performance management tools.
- Executed system changes within Unix/Linux environments.
- Initiated Major Incident protocols for critical system failures.
Customer Service Coordinator
Choice Hotels International
05.2015 - 01.2017
- Boosted member satisfaction by efficiently managing rewards accounts via phone and email.
- Reported critical technical issues to IT teams as Technical Liaison.
- Developed and maintained a comprehensive knowledge base for call center staff.
- Created Excel workbooks for tracking system issues and call metrics.
- Streamlined issue tracking processes, cutting administrative task time by 60%.
Admissions Admin Assistant
Training to You
10.2014 - 04.2015
- Coordinated Admissions staff schedules, enhancing meeting and event efficiency.
- Developed informational packets for effective distribution at job fairs and events.
- Facilitated monthly workshops, improving participant engagement and knowledge sharing.
- Delivered weekly productivity reports to the Admissions Director and Dean.
- Created PowerPoint presentations for impactful internal and external presentations.
Store Manager
Radio Shack
08.2007 - 10.2014
- Increased customer satisfaction by guiding selections of electronic equipment.
- Boosted performance by streamlining operations across multiple store locations.
- Fostered team growth through facilitation of comprehensive training programs.
- Achieved top 10% sales ranking by leading and motivating retail teams.
- Optimized stock levels and store resets by actively managing inventory.
Education
No Degree - Project Management & IT
Training To You
Phoenix, AZ02-2016
Skills
- IT Incident Management
- IT Crisis Management
- IT Change Management
- Implementation of SaaS solutions
- IT project coordination
- Process Improvement
- Active systems monitoring
Affiliations
- VALOR (2017 – present)
- Young Professionals Alliance (2015 – present)
- Women’s Business Alliance (2018 – present)
- Toastmasters (2018 – 2021)
- Student Veterans of America Chapter President (2014 – 2016)
Certification
- ISC2 Cyber Security Certified (2023 – present)
- AWS Technical Essentials (2020 – present)
- ITIL V3 Foundations (2018 – present)
- Microsoft Outlook (2016 – present)
Timeline
Enterprise Systems Analyst I
Choice Hotels International
10.2021 - 01.2026
Incident Analyst
Choice Hotels International
06.2018 - 10.2021
Computer Operator
Choice Hotels International
01.2017 - 06.2018
Customer Service Coordinator
Choice Hotels International
05.2015 - 01.2017
Admissions Admin Assistant
Training to You
10.2014 - 04.2015
Store Manager
Radio Shack
08.2007 - 10.2014
No Degree - Project Management & IT
Training To You