Kristine Warren
Omaha,Nebraska
Summary
Successful IT service professional with 9 years of service desk experience in dynamic environments. Empathetic, adaptable, and motivated to drive growth while building strong foundations of reliability, trust, and balance. Eager to use my experience to support those around me, and committed to expanding my skillset.
Overview
14
14
years of professional experience
Work History
Major Incident Analyst
CSG International
Omaha , NE
2018.04 - Current
- Oversaw the full lifecycle of internal and client-reported incidents, from detection and triage to escalation and prevention. Ensured that relevant parties are aligned towards resolution.
- Developed and maintained process documentation, including training materials for new hires, and external-facing documents for other teams.
- Collaborated with cross-functional teams to integrate new projects into the major incident management process.
- Proactively monitored system-generated events for multiple environments with the goal of correlating issues and reducing impact minutes.
- Worked with technical teams on the creation of client-facing root cause analyses. Facilitated blameless postmortem discussions to drive process improvements.
- Led daily stand-ups to review recent escalations, changes, and moratoriums with the goal of enhancing visibility and communication.
- Managed day-to-day operations of the Everbridge mass-notification platform.
- Coordinated Everbridge onboarding for new teams. Balanced individual customization needs with standardized processes, ensuring the correct resource availability for high-priority issues.
- Responsible for the Everbridge problem ticket queue, troubleshooting issues ranging from triage setup and scheduling to email ingestion and automated ticket creation. Escalated complex issues with vendor as necessary.
Barista and Bakery Assistant/Delivery
Crane Coffee & Bakery
Omaha , NE
2014.06 - 2020.06
- Full-time floater barista at multiple locations.
- Worked with management to facilitate improvement plans at slower stores.
- Part of a 3-person bakery team responsible for daily, from-scratch baking and delivery for all 7 locations.
Event Management Technician
CSG International
Omaha , NE
2017.08 - 2018.04
- Proactively monitored multiple systems within the internal IT infrastructure and ensured that the appropriate level of support is engaged.
- Took lead on standardizing, updating, and migrating outdated knowledge articles, reducing team's time-to-resolve average.
Product Support Analyst II
CSG International
Omaha , NE
2015.08 - 2017.08
- Served as 1st-level support for CSG's digital media and traditional telecommunications products.
- Performed initial intake, troubleshooting, triage, and documentation of reported service interruptions.
- Acted as a liaison between 2nd level teams and clients, using multiple applications to help identify areas for improvement in the workflow.
- Cross-trained on internal support call types involving server, workstation, hardware/software, network, and account security issues.
Shift Lead
Starbucks Coffee
Princeton , NJ
2012.09 - 2014.05
- Expanded leadership role by overseeing a staff of 8 baristas.
- Prioritized and adjusted workflow to accommodate peak business volume, employee schedules, and store tasks.
Barista
Scooter’s Coffee
Omaha , NE
2010.06 - 2012.09
- Gained barista experience working in high-volume kiosk locations.
- Cross-trained in cash and inventory management, customer conflict resolution, and new-hire onboarding.
- Promoted to a management role at a kiosk store, significantly increasing sales by addressing product inconsistencies and staffing issues.
Education
Esthetics
Capitol School of Hairstyling & Esthetics
Omaha, NE2009-05
High School Diploma -
Millard West High School
Omaha, NE2007-05
General Studies
Metropolitan Community College
Omaha, NESkills
- Microsoft Office
- Remedy, Helix, and JIRA ticketing systems
- Everbridge
- ITIL Incident Management
- Blackrock3 Incident Management System
- Agile/SCRUM
- CCS mainframe navigation
- Interpersonal communication
- Autonomous and resourceful
Hobbies and Interests
- Resilient houseplants
- Amateur weightlifting
- Psychology
- Sci-fi
- Corgis
- Mindfulness
References
References available upon request.
Timeline
Major Incident Analyst
CSG International
2018.04 - Current
Event Management Technician
CSG International
2017.08 - 2018.04
Product Support Analyst II
CSG International
2015.08 - 2017.08
Barista and Bakery Assistant/Delivery
Crane Coffee & Bakery
2014.06 - 2020.06
Shift Lead
Starbucks Coffee
2012.09 - 2014.05
Barista
Scooter’s Coffee
2010.06 - 2012.09
Esthetics
Capitol School of Hairstyling & Esthetics
High School Diploma -
Millard West High School
General Studies
Metropolitan Community College
Similar Profiles
Katie ThompsonKatie Thompson
Insert Machine Operator at CSG InternationalInsert Machine Operator at CSG International
Kody MooreKody Moore
Insert Operator at CSG InternationalInsert Operator at CSG International
BISHAL BAGBISHAL BAG
Test Engineer at CSG InternationalTest Engineer at CSG International