Kemuel Quinones
Williamsville,NY
Summary
Experienced IT professional with a strong background in change, incident, and problem management, aligned with ITSM/ITIL best practices. Skilled in data analysis, process improvement, and crisis communication, with a focus on ensuring high customer satisfaction. Available for immediate hire after my position was eliminated in year end 2024 due to company-wide restructuring. Since then, actively engaged in professional development by pursuing my MBA and completing AI Engineering certifications to enhance expertise. Actively seeking to apply extensive expertise to a challenging role within a stable organization.
Overview
27
27
years of professional experience
Work History
Uber Driver
Uber And Lyft
Buffalo, NY
03.2025 - Current
- Delivered exceptional customer service, ensuring positive rider experiences and high satisfaction ratings.
- Navigated efficiently through city routes, optimizing travel time and enhancing ride reliability.
- Adapted to varying traffic conditions, demonstrating problem-solving skills in real-time scenarios.
- Coordinated with rideshare platforms for seamless trip management and support communication.
- Implemented strategies to increase driver earnings while maintaining high service quality standards.
Incident Manager
Yahoo! Inc.
Lockport, NY
11.2016 - 08.2024
- Managed and coordinated the response to critical incidents, ensuring timely resolution and minimal impact on business operations
- Served as a point of contact for stakeholders during critical incidents, providing regular updates on progress towards resolution
- Monitored incident trends and performed data analysis to identify areas for improvement in incident response processes
- Collaborated with cross-functional teams to identify root causes of incidents and implement preventive measures to minimize future occurrences
- Implemented automation tools for incident detection, alerting, and remediation to enhance efficiency in resolving issues
- Developed and implemented incident management processes, including escalation procedures, communication protocols, and post-incident reviews
Training & Development - Typist Clerk Senior III
E.I. DuPont De Nemours Co.
Buffalo, NY
05.2011 - 11.2016
- Developed, reviewed, revised and record business process procedure changes and training documentation for site personnel.
- Provide administrative and technical support to the site Training & Development department and its information systems.
- Assisted in the user acceptance testing and training of new Global HRMS implementation project for Workday and ADP Payroll system.
- Administered and maintained user access controls, and trained users on the Lotus Domino Document Management system and SharePoint platform.
- Administered TPC Learning Management System and logged training hours for site Maintenance apprenticeship program.
Quality Assurance Lead Person/ Relief Supervisor
Carriage House Companies Inc.
Fredonia, NY
09.2001 - 05.2011
- Managed office functions and day-to-day operations of QA department to support the Quality Assurance Manager and staff.
- Aided in user acceptance testing and key user of site wide JD Edwards ERP software implementation project.
- Created, recorded and summarized statistical, analytical and production reports and tables pertaining to production processes and conformance.
- Frequently interfaced with customers to communicate updates on quality, productivity and supplier issues for a base of over 100 key accounts including Walmart, Target.
Infantry Machine Gunner
United States Marine Corps
Camp Lejeune, NC
01.2000 - 02.2003
- Conducted wide scale reconnaissance and surveillance operations, and provided intelligence to the commander.
- Led a team of heavy weapons specialists, educating and applying hands-on training for them to succeed in the team's operations and tasks.
- Aided in the operational planning of combat operations
- Operated and maintained equipment designed for tactical support including communications equipment, various support vehicles and multiple weapons systems
- Worked effectively in groups with diverse team members
Education
Master of Business Administration - Artificial Intelligence
Universidad Isabel I
Remote08.2026
Bachelor of Science - Business Management Information Systems, Concentration: Database Management
Liberty University
Lynchburg, VA07.2015
Associate of Arts - Business Management Information Systems
Liberty University
Lynchburg, VA05.2014
Skills
Effective communication
Technical troubleshooting
Team engagement
Interpersonal and written communication
Incident management
Data collection and review
Business continuity
ITIL framework
Service management
SLA management
Incident priority assessment
Technology monitoring tools
Teamwork and collaboration
Excellent communication
Team collaboration
Relationship building
Analytical thinking
Business process improvement
Agile methodology
Data analysis
User support
Technology integration
Problem-solving aptitude
Technical support
Performance metrics
IT infrastructure proficiency
Business intelligence
Section name
- Willing to relocate: Anywhere
- Authorized to work in the US for any employer
Timeline
Uber Driver
Uber And Lyft
03.2025 - Current
Incident Manager
Yahoo! Inc.
11.2016 - 08.2024
Training & Development - Typist Clerk Senior III
E.I. DuPont De Nemours Co.
05.2011 - 11.2016
Quality Assurance Lead Person/ Relief Supervisor
Carriage House Companies Inc.
09.2001 - 05.2011
Infantry Machine Gunner
United States Marine Corps
01.2000 - 02.2003
Associate of Arts - Business Management Information Systems
Liberty University
Bachelor of Science - Business Management Information Systems, Concentration: Database Management
Liberty University
Master of Business Administration - Artificial Intelligence
Universidad Isabel I