Joseph Alfonso
O,UT
Summary
Proactive Site Reliability Engineer with extensive experience in incident management and stakeholder collaboration. Skilled in root cause analysis, incident prioritization, and developing comprehensive reports to drive continuous improvement. Bringing strong analytical and problem-solving skills to advance system stability and enhance team performance.
Overview
15
15
years of professional experience
Work History
Site Reliability Engineer
Enova International
10.2022 - Current
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Collaborated with cross-functional teams to identify root causes of incidents, leading to targeted improvements in system stability.
- Developed comprehensive reports on problem trends, contributing to continuous improvement initiatives.
- Developed a standardized approach for documenting problems encountered by customers along with their resolutions.
- Conducted regular reviews of resolved incidents to ensure long-term solutions were effective in preventing future occurrences.
Major Incident Manager
Conduent
02.2020 - 10.2022
- Established a robust incident reporting system to track progress and identify areas for improvement.
- Successfully managed high-pressure situations involving multiple parties, demonstrating excellent conflict resolution and negotiation skills.
- Enhanced team performance by providing regular training, coaching, and feedback to staff members.
- Provided immediate emergency response and incident management.
- Boosted customer satisfaction levels by ensuring timely and effective responses to major incidents.
Service Desk Analyst
Northrop Grumman
10.2019 - 02.2020
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
Information Technology Field Technician
Maverick
09.2018 - 10.2019
- Communicated with supervisor to report progress, discuss issues and seek guidance.
- Prioritized and managed multiple tasks and projects to meet deadlines and enhance customer satisfaction.
- Collaborated with other field technicians to resolve complex technical issues.
- Identified potential problems and prevented equipment failure through performing regular equipment inspections.
- Prepared and submitted reports to document work performed and provide progress updates to management.
- Assisted in training new hires on company protocol, increasing overall productivity within the department.
Motor Vehicle Operator
United States Marine Corps
10.2009 - 10.2012
- Implemented GPS technology for more precise navigation, saving time on daily routes.
- Conducted vehicle inventory audits regularly to ensure accurate record keeping for transport items.
- Upheld a clean driving record by following all safety guidelines while operating vehicles.
- Enhanced vehicle safety by conducting regular inspections and maintenance checks.
Education
Bachelor of Arts - Anthropology
Weber State University
Ogden, UTAssociate of Science - Computer And Information Sciences
Ogden-Weber Technical College
Ogden, UTSkills
- Interpersonal and written communication
- Escalation management
- Remediation planning
- Analytical mindset
- Multitasking
- Root cause identification
- Problem-solving aptitude
- Time management abilities
Languages
English
Native or Bilingual
Timeline
Site Reliability Engineer
Enova International
10.2022 - Current
Major Incident Manager
Conduent
02.2020 - 10.2022
Service Desk Analyst
Northrop Grumman
10.2019 - 02.2020
Information Technology Field Technician
Maverick
09.2018 - 10.2019
Motor Vehicle Operator
United States Marine Corps
10.2009 - 10.2012
Bachelor of Arts - Anthropology
Weber State University
Associate of Science - Computer And Information Sciences
Ogden-Weber Technical College