Mareka Massey
Grosse Pointe Woods,MI
Summary
Experienced leader with a strong background in team guidance, project management, and strategic objective achievement. Skilled in developing efficient processes, maintaining high standards, and aligning efforts with organizational goals. Recognized for a collaborative approach and unwavering commitment to excellence. Always focused and striving for organizational and customer success.
Overview
9
9
years of professional experience
Work History
MAJOR INCIDENT MANAGER
SS&C BLUE PRISM
02.2022 - Current
- Managed at least 50 major technical events involving engineering teams and various levels of stakeholders, driving high-priority incidents to resolution
- Partner with teammates to drive process improvement and provide training for new procedures
- Participate in hiring and management of engineering staff.
- Conducted post-resolution reviews with team members.
- Tracked metrics involving critical incidents to model trends, produce reports, and make effective improvement recommendations.
MAJOR INCIDENT MANAGER
NTT SECURE-24
12.2017 - 02.2022
- Incident/Problem Management onboarding and team trainer, successfully onboarding 7 team members and managing 10
- Gathered data from numerous incidents remedied for careful review and analysis to prevent future events.
- Authored at least ten projects and initiatives that led to process improvements and improved team efficiency
- Proficient experience with Service-Now, EPIC (EMR), Microsoft, and other service management tools and systems
- Cross-trained and provided backup support for organizational leadership.
- Trained new personnel regarding company operations, policies, and customer support processes.
SERVICE DESK ANALYST II
HTC GLOBAL SERVICES
03.2016 - 11.2017
- Specialized in all EPIC modules support
- Provided quality healthcare customer service
- Trained and managed over 20 new analysts and users on EPIC accounts
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Monitored system performance to identify potential issues.
- Diagnosed and troubleshot hardware, software, and network issues.
Education
Bachelor of Science - Sport Management
United States Sports Academy
Daphne, AL05.2026
ASSOCIATES DEGREE - General studies focused on Business Administration
WAYNE COUNTY COMMUNITY COLLEGE
Detroit, MI06.2023
Skills
- Effective communicator with excellent written and verbal skills
- Project Leadership
- Microsoft Office Suite
- Effective Team Leader
- High-quality Customer Service and Service Management
- Familiar with multiple technologies, security, and infrastructure hardware and software systems - such as EPIC (EMR System), Service-Now
- Performance and Improvement Management
- Critical incident handling
- Team Engagement
- Stakeholder Management
Accomplishments
- ITIL v4 Foundation Certified
- Over 10 years of support and management experience
- Proven results with developed Incident Management Training program.
- Supervised team of 9 staff members.
Timeline
MAJOR INCIDENT MANAGER
SS&C BLUE PRISM
02.2022 - Current
MAJOR INCIDENT MANAGER
NTT SECURE-24
12.2017 - 02.2022
SERVICE DESK ANALYST II
HTC GLOBAL SERVICES
03.2016 - 11.2017
Bachelor of Science - Sport Management
United States Sports Academy
ASSOCIATES DEGREE - General studies focused on Business Administration
WAYNE COUNTY COMMUNITY COLLEGE
Similar Profiles
Daniel GlynnDaniel Glynn
Business Analyst at SS&C - Blue PrismBusiness Analyst at SS&C - Blue Prism
Mohamed EL ASTALMohamed EL ASTAL
Channels & Alliances Director at SS&C Blue PrismChannels & Alliances Director at SS&C Blue Prism
Ramachandran DharumanRamachandran Dharuman
Operation Manager (Electrical) at SS ENGINEERING (A Grade Contractor) & SS POWER ENGINEERING Pvt. Ltd.Operation Manager (Electrical) at SS ENGINEERING (A Grade Contractor) & SS POWER ENGINEERING Pvt. Ltd.
Michael HaddadMichael Haddad
Sales Manager at Carmela FoodsSales Manager at Carmela Foods
Victoria Kelly ThomasVictoria Kelly Thomas
Crew Member at Trader JoesCrew Member at Trader Joes