4+ years of progressive experience in IT incident management processes and procedures, ITIL Incident Management practices, and 7+ years of overall IT experience across a wide range of business environments and platforms.
Technical knowledge and experience in multiple facets of IT operations, systems and infrastructure, and understanding their relation to business needs.
Practical experience initiating automations that streamline incident management, enhance efficiency, workflow, and user satisfaction.
A honed ability to present complex data to technical and non-technical consumers effectively.
Work History
IT Incident Manager
Spire Studios
Burbank, CA
06.2022 - Current
Prioritize and assign incoming incidents based on incident priority matrix.
Swiftly engage IT teams to resolve a wide range of high-priority technical incidents, reducing downtime and enhancing user satisfaction.
Maintain communication on incident resolution progress with affected users and stakeholders.
Proactively identify opportunities to enhance incident management processes, and collaborate with team members to implement changes in areas identified for improvement.
Collaborate closely with relevant departments and stakeholders to identify, document and address the root causes of incidents during post incident analysis.
Analyzing and reporting incident metrics to inform executive decision-making and drive continuous process improvement.
Engage in global team training and mentoring to promote continuous learning and ensure consistent achievement of performance goals.
Oversee and participate in on-call rotation schedule.
Helpdesk Supervisor
The RealReal
Los Angeles, California
11.2020 - 06.2022
Effectively managed the escalation of high-priority incidents (P1, P2), ensuring resolution through resource engagement and SLA adherence.
Led the resolution of critical network outage incidents, coordinating a cross-functional team and ensuring adherence to incident procedures.
Trained team members during process improvement changes.
Audited incident management processes to ensure compliance with the organizations SOPs, and with compliance standards and frameworks (eg PCI-DSS, NIST).
Participated in after hours on-call support.
Incident Response Analyst (Contract)
Fox Networks Group
Burbank, CA
10.2018 - 08.2019
Responsible for identifying and categorizing incoming incidents based on urgency and impact while maintaining SLA adherence in a fast-paced environment with a user base of approximately 2700 users.
Maintained effective communication with end-users throughout their incidents lifecycle, serving as a liaison between them and technicians to reduce communication redundancy.
Consistently highly rated in user review metrics for exceptional customer service and interpersonal skills.
Contributed to the maintenance of incident knowledge base documents.
VP OF CREATIVE DEVELOPMENT/Lead Copywriter at Critical Content/SK Global GroupVP OF CREATIVE DEVELOPMENT/Lead Copywriter at Critical Content/SK Global Group
