JULIUS EDWARD BUIE
Orlando,FL
Summary
Operational Response Analyst with 15+ years of experience managing critical incidents, diagnosing operational or system disruptions, conducting root cause analysis, and coordinating cross-functional responses across IT, Operations, Engineering, Product, and Support teams. Expert in triage, escalation workflows, documentation accuracy, and crisis communication. Recognized for exceptional multitasking, precision, and organized communication in fast-paced environments. Skilled with ticketing and case management platforms, Microsoft Suite, RCA methodologies, and KPI-driven process improvement.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Operational Response & Disaster Recovery Analyst / WIOA Case Manager
CareerSource Central Florida
Ocoee & Altamonte Springs, FL
11.2022 - Current
- Monitors and triages high-priority operational incidents affecting customers and workflows.
- Performs root cause analysis on documentation failures, system issues, and policy inconsistencies.
- Coordinates with IT, Compliance, Supervisors, and FEMA partners to resolve disruptions.
- Maintains accurate incident documentation, tracking logs, and audit-ready case notes.
- Provides real-time updates to leadership, internal teams, and customer-facing teams.
- Prepares incident summaries, escalation reports, and corrective-action recommendations.
- Analyzes KPI trends to enhance response times and reduce operational delays.
- Key Skills Demonstrated: Incident Triage, Escalations, RCA, Trend Analysis, Stakeholder Communication
- Achievements: Maintained 100% compliance on audit reviews. Cleared backlog queues, improving turnaround and incident response performance.
Resolutions Manager / Fraud Investigative Quality Control Analyst
AppleOne / Tidal Basin Group
Altamonte Springs, FL
02.2022 - 08.2022
- Triaged urgent escalations involving system errors, fraud indicators, and documentation inconsistencies.
- Delivered real-time incident updates to QA, engineering, compliance, and leadership teams.
- Led RCA investigations and post-incident reporting for high-impact operational issues.
- Updated incident playbooks, escalation workflows, and SOP guidelines.
- Key Skills Demonstrated: RCA, High-Severity Incident Response, Documentation, Cross-Functional Coordination
- Achievements: Improved documentation accuracy by 20% through targeted QA interventions.
Investigative QC Analyst / Case Manager – FEMA Housing Programs
AppleOne / Tidal Basin Group
Altamonte Springs, FL
08.2021 - 02.2022
- Triage of urgent escalations for sheltering and repair programs.
- Identified root causes of delays and documentation failures.
- Supported customer-facing teams by clarifying requirements and updates.
- Produced corrective-action summaries and leadership-ready briefs.
- Key Skills Demonstrated: Incident Monitoring, Documentation Accuracy, KPI Reporting, Customer Support
- Achievements: Cleared priority caseload queues ahead of deadlines, reducing customer-impact severity.
Eligibility Specialist / Incident Response Analyst (HUD/Federal Programs)
AppleOne / Tidal Basin Group
Altamonte Springs, FL
05.2021 - 08.2021
- Investigated eligibility discrepancies and performed data verification under urgent timelines.
- Conducted RCA and compliance reviews for documentation accuracy.
- Communicated directly with customers to resolve escalated issues.
- Key Skills Demonstrated: Escalation Management, RCA, Policy Interpretation, Customer Communication
Investigative Eligibility Specialist / Case Manager
Manpower / Orlando Housing Authority
Orlando, FL
02.2021 - 05.2021
- Handled urgent HUD escalations, performing rapid verification and fraud detection.
- Provided accurate stakeholder updates and detailed incident notes.
- Key Skills Demonstrated: Critical Case Triage, Fraud Verification, Incident Documentation
Certified Correctional Officer
Orange County Corrections Department
Orlando, FL
08.2008 - 02.2021
- Managed high-pressure emergency incidents and coordinated multi-agency responses.
- Delivered detailed incident reports, operational logs, and compliance-driven documentation.
- Key Skills Demonstrated: Crisis Response, Emergency Coordination, Incident Reporting
Education
Executive Education - Exercising Leadership: Foundational Principles
Harvard University
01-2024
B.S. - Criminal Justice Administration
Excelsior College
A.A. - Criminal Technology
Southeast Arkansas College
Skills
- Incident Management & Escalations
- Critical incident triage & prioritization
- High-impact disruption response
- Cross-functional stakeholder coordination
- Incident lifecycle tracking & documentation
- Issue escalation (Ops, IT, Engineering, Product, Support)
- Root Cause Analysis & Continuous Improvement
- RCA investigations
- Postmortem & retrospective reporting
- Identifying workflow gaps & process inefficiencies
- Preventive corrective action recommendations
- KPI trend analysis & performance optimization
- Communication & Stakeholder Management
- Customer-facing communication
- Leadership reporting & real-time updates
- Crisis communication & situation briefings
- Cross-team alignment (QA, Compliance, IT, etc)
- Clear, concise incident summaries
- Systems & Technical Tools
- Salesforce Service Cloud
- ETO
- OSOS
- EmployFlorida
- FEMA NEMIS
- Grants Portal
- PA Tool
- Audit tracking systems
- OSINT tools
- Microsoft Suite (Excel, Word, PowerPoint, Teams, SharePoint)
- Transferable: ServiceNow
- Jira
- PagerDuty
- Zendesk
- Clarity
- Documentation, QA/QC & Compliance
- Audit-ready documentation
- Policy & SOP interpretation
- Workflow standardization
- Data accuracy & reporting
- Compliance-driven case reviews
- Audit Tracking Systems
- OSINT Tools
- Microsoft Word
- Excel
- PowerPoint
- Teams
- SharePoint
- Incident Notes
- Documentation Verification
- Queue Management
- Incident management
- ITIL framework
- Disaster recovery
- Service level agreements
- Teamwork
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Updating customer accounts
- Multitasking Abilities
- Reliability
Certification
- DHS / FEMA Certifications:
- ICS-100
- IS-235.c
- IS-37.24
- IS-1000
- FEMA CERT
- Public Safety CEUs
- Lean Six Sigma Green Belt
- Project Management Fundamentals (Alison Institute)
- Additional Certifications:
- Corrections Officer I
- First Aid/CPR
- First Responder
ADDITIONAL EXPERIENCE
- Training Occupational Skills Specialist / Case Manager — Workforce Central Florida
- Child Protection Investigator — Florida DCF
- Juvenile Detention Counselor
- Casino Surveillance Agent
- Corrections Officer — Arkansas DOC
Timeline
Operational Response & Disaster Recovery Analyst / WIOA Case Manager
CareerSource Central Florida
11.2022 - Current
Resolutions Manager / Fraud Investigative Quality Control Analyst
AppleOne / Tidal Basin Group
02.2022 - 08.2022
Investigative QC Analyst / Case Manager – FEMA Housing Programs
AppleOne / Tidal Basin Group
08.2021 - 02.2022
Eligibility Specialist / Incident Response Analyst (HUD/Federal Programs)
AppleOne / Tidal Basin Group
05.2021 - 08.2021
Investigative Eligibility Specialist / Case Manager
Manpower / Orlando Housing Authority
02.2021 - 05.2021
Certified Correctional Officer
Orange County Corrections Department
08.2008 - 02.2021
B.S. - Criminal Justice Administration
Excelsior College
A.A. - Criminal Technology
Southeast Arkansas College
Executive Education - Exercising Leadership: Foundational Principles
Harvard University