Kassidy Tilton

•Responded to internally identified and customer-reported system incidents, coordinating incident resolution rapidly and within defined service levels.
•Prioritized incidents according to their urgency and influence on the business, ensuring critical issues received immediate attention.
•Collaborated with cross-functional teams to ensure adherence to incident management protocols, fostering a culture of collaboration and accountability.
•Logged all incidents and their resolutions to identify recurring malfunctions, proposing adjustments to incident management processes to the Incident Manager and supporting the implementation of changes.
•Communicated with upper management regarding major issues found in the IT system, providing detailed incident reports and recommendations for improvement.

•Managed root cause analysis between technical teams, documenting the impact of incidents, identifying root causes, and implementing corrective actions.
•Provided and communicated internal incident reports to stakeholders, assisting in the preparation of customer-facing documents to ensure transparency and accountability.
•Worked with internal and third-party teams to ensure timely completion of actions aimed at protecting and improving services.
•Completed reports to management related to incident trends, quality trends, and ticket trends, collaborating with the Incident Manager on the analysis of reports and incident trend data to identify and eliminate root causes.

• Created and delivered an implementation for a Sales cloud, which facilitates the customization of a Salesforce solution
• Developed profiles and permissions documentation, queues, and reporting and dashboard building
• Took part in client discovery sessions with the objective of crafting user stories and functional requirements
• Created screen flows to enhance military housing contractor customer engagement
• Supported business processes, technology implementations, and adoption-related activities in a fast-paced consulting environment

• Organized, scheduled, and guided virtual compliance meetings via Zoom to help students and parents adjust to the new online learning environment while providing relevant and timely information
• Successfully oversaw and directed 4 major projects concurrently, leading a diverse team of 5 and ensuring engagement, quality, strategy mapping, and timely milestones were achieved for 75 families
• Altered and implemented a strategic roadmap to enable the organization to achieve its long-term goals and optimize its processes