Michele Munoz
Fort Worth Metro,TX
Summary
ITSM leader focused on ServiceNow change metrics, incident response, root cause analysis, and change governance. Brings calm communication, executive summary reporting, and cross-functional coordination that supports faster resolution, stronger decision-making, and better control of high-impact incidents and production changes.
Overview
1
1
Certificate
15
15
years of professional experience
Education
Bachelor of Arts - Communications
Washburn University
Topeka, KSSkills
- ServiceNow Remedy Project Management Zoom MS Teams SharePoint Excel Visio Genesys (Contact Center) Performance Monitoring Infrastructure Monitoring Database Monitoring TSO/ ISPF JHS, IOF, MVS, JES2) Incident Communication MS Office Suite
- ITIL management
- CAB management
- Change impact analysis
- ServiceNow management
- Root cause analysis
- Incident management
Timeline
Change Management Lead / Incident Management Lead
BNSF Railway
05.2024 - 05.2025
Incident Management Lead
BNSF Railway
01.2019 - 05.2024
Incident Management Technical Analyst
BNSF Railway
01.2010 - 01.2019
Bachelor of Arts - Communications
Washburn University
Work History
Change Management Lead / Incident Management Lead
BNSF Railway
Ft. Worth, TX
05.2024 - 05.2025
- Managed change and incident management responsibilities, prioritizing incident response protocols during outages with minimal oversight.
- Coordinated change management efforts with agile teams to enhance process visibility and strengthen stakeholder communication.
- Facilitated change processes across multiple teams, ensuring operational alignment and smooth functioning.
- Prepared and delivered ServiceNow change metrics and daily change updates to senior leadership and engineering management during executive summary calls.
- Updated CAB and ECAB agendas to support decision-making and improve change quality.
- Participated in CAB and ECAB meetings to facilitate communication among stakeholders.
- Provided weekly change recommendations to technical engineering teams to inform their decision-making.
Incident Management Lead
BNSF Railway
Ft. Worth, TX
01.2019 - 05.2024
- Supported incident response operations for mission-critical enterprise applications, cutting MTTR by 32.54% and limiting service disruption across 300 critical / 700 noncritical applications.
- Worked with engineering teams and outsource vendors to resolve mission-critical incidents and improve collaboration across AIX/Windows/Oracle servers, cloud platforms (AWS, Azure), on/off-prem mainframe environments, and 3rd-party Software as a Service (SaaS).
- Communicated critical, high, and medium severity incidents to engineering teams, engagement management, and customer support, helping drive prompt response and resolution.
- Acted as primary contact for account-aligned customers, tracking escalated incidents and keeping stakeholders informed through resolution.
- Participated in post-mortem reviews to document action items and systemic issues, providing input for effective problem resolution.
- Compiled executive summaries post-mortem with team members, detailing incident root causes, business impacts, and resolution statuses for senior management and escalation managers.
- Updated SOP documentation for major incidents to enhance accurate reporting and ensure timely communication for daily executive summary.
- Introduced ServiceNow dashboards and templates to improve communication with engineering support teams and support culture of innovation, respect, and inclusion.
- Adopted continuous learning practices and added monitoring tools and ServiceNow reports that improved team response capabilities.
- Participated with team members, engineering support teams, and outsourced vendors in biannual disaster recovery exercises to strengthen organizational resilience.
- Helped onboard and train new team members to manage and resolve critical incidents independently with integrity, accountability, and influence with engineering support teams.
Incident Management Technical Analyst
BNSF Railway
Ft. Worth, TX
01.2010 - 01.2019
- Partnered with engineering support teams and vendors to resolve mission-critical incidents, enhancing collaboration across cross-functional teams and minimizing MTTR for applications and infrastructure platforms discussed on conference bridges.
- Handled incident response for critical infrastructure, ensuring rapid resolution and minimal service disruption.
- Communicated major incidents to support and management for prompt response using Remedy, ensuring timely awareness and action.
- Assigned RCA action items and contributed to Problem Management efforts to prevent recurrence.
- Reviewed, Approved/Rejected Emergency/Expedited changes that needed to be handled in a timely manner.
- Collaborated with team members and vendors to strengthen organizational resilience through biannual disaster recovery exercises, reinforcing preparedness for critical incidents.
Accomplishments
- Incident Management | Systems Monitoring | Issue Resolution | Change Management | Problem Management | Vendor SLA Governance | Process Improvement | Disaster Recovery
- Led incident management operations for mission-critical Enterprise applications in 2024, reducing Mean Time to Resolution key initiative by 32.54%, improving service reliability for 300 critical/high severity applications by 34% for overall improved customer satisfaction.
- Streamlined major incidents and change management written protocol by increasing team members visibility and stakeholder engagement using software utilities as Zoom, ServiceNow and presentation awareness.
- Directed cross-team training initiatives, enhancing team capabilities and response efficiency to major incidents.
Hobbies and Interests
- Tennis
- Learning new skills
- Watching KC Chiefs
- Yankees and Astros Baseball
- Traveling
Leadership Experience
Provided guidance for team members to understand their role with one-on-one conversations, documentations, and hands on experience with Incident and Change Management, Enjoyed the opportunity to set a positive example to team members. Founded and led the Native American Affinity Group called the Council of Native Americans (CNA), Recruited employees to volunteer their time to help make a difference in the community and for BNSF Railway.
Engaged in resolution on all mission critical TS incidents, Escalated and communicated Severity 1 and 2 incidents with support groups and management, Make Things Happen - Love to learn and find opportunities to grow and make a difference with my team, Resourceful in engaging appropriate resources to deliver the best results, Staying engaged, asking questions as well as listening to others, Involved with training new Situation Management and Change Management team members and expectations. Engaged in reviewing Significant changes and asking questions / clarification when changes not as expected with Support teams.
Personal Information
Title: INCIDENT RESPONSE, CHANGE MANAGEMENT, PROBLEM MANAGEMENT
AWARDS & HONORS
Awarded 'Far Exceeds Expectations' performance rating in 2024 for outstanding leadership in Incident and Change Management, including a 32.54% MTTR reduction across 300+ mission-critical applications.
EDUCATION & CERTIFICATIONS
- ITILv3 Foundation Certificate, BMC, Houston, TX
- ITILv4 Foundation Certificate – in progress