Summary
Overview
Work History
Education
Skills
Websites
Awards
CAREER HIGHLIGHTS
Timeline
Nichole Underwood

Nichole Underwood

Senior Service Operations Analyst
Windermere,FL

Summary

Senior Platform Operations Analyst with 20+ years of experience leading high-stakes incident management and enterprise application support for mission-critical environments. Proven track record of reducing mean time to restore (MTTR) by 10% through precise incident diagnosis, clear stakeholder communications, and ITIL-aligned process improvements. Adept at leveraging metrics-driven analysis to identify failure patterns, implement proactive alerts, and prevent service disruptions. Recognized for designing and delivering 100+ targeted training courses that elevated technical capability across multi-site teams. Accomplished in cross-functional collaboration, major incident management (MIM), problem resolution, and operational knowledge sharing to drive service reliability and platform stability.

Expertise

  • Major Incident Management (MIM) — rapid triage, root cause analysis, and service restoration for mission-critical platforms
  • Incident / Problem / Change Management (ITIL) — process governance to ensure service continuity and compliance
  • Platform & Application Support — diagnosis, troubleshooting, and escalation of enterprise-level applications
  • Operational Metrics & Trend Analysis — data-driven monitoring to detect patterns, forecast risks, and reduce recurrence
  • Proactive Alerting & Automation — implement monitoring solutions to prevent service interruptions
  • Stakeholder & Executive Communication — concise, high-impact bridge call and post-incident reporting
  • Training & Knowledge Base Development — 100+ course curriculum creation to upskill technical teams
  • Cross-Functional Collaboration — liaison between technical, business, and vendor teams for aligned resolution strategies
  • Continuous Improvement & Process Optimization — refine workflows to improve MTTR, stability, and service quality

Overview

25
25
years of professional experience

Work History

Senior Service Operations Analyst

The Walt Disney Company
05.2012 - 06.2025
  • Proactively monitored key business applications and services in fast-paced environment and provided leadership, business, and technical partners with written status updates
  • Performed real-time incident logging, documenting activities that occurred on bridge calls during major incidents
  • Analyzed service operations data to identify trends and enhance efficiency.
  • Adhered to standard operating procedures for pre-defined drills
  • Identified and exploited performance enhancement opportunities by organizing specific goal-focused learning sessions
  • Attained continuous improvement amongst participants by developing post-course quizzes and surveys
  • Motivated learners by sourcing and using content relevant to individual career paths
  • Established training design and reinforcement for bi-coastal team
  • Communicated essential materials to learners through the development and dissemination of a bi-monthly newsletter
  • Created instructor-led training opportunities through collaboration with internal and external partners
  • Collaborated with cross-functional teams to improve service delivery processes.
  • Developed and maintained reports for management to support decision-making.
  • Assisted in implementing process improvements that streamlined operations.
  • Monitored key performance indicators to ensure alignment with service goals.
  • Provided training and support for new operational tools and systems.
  • Responded to inquiries and resolved issues, enhancing customer satisfaction levels.
  • Participated in project initiatives aimed at optimizing service performance metrics.

Assistant Sales Manager

Charming Shoppes, Inc.
08.2007 - 05.2012
  • Confidently handled problematic situations ensuring resolution for both the store and the customer
  • Motivated team of associates to fulfill daily duties
  • Extensive work with visual standards and merchandising
  • Assisted in developing and executing sales strategies to maximize revenue growth.
  • Coordinated daily operations of the sales floor to ensure optimal customer experience.
  • Trained and mentored new sales associates on product knowledge and customer engagement techniques.

Construction Coordinator

Park Square Homes
08.2000 - 11.2006
  • Handled warranty grievances from buyers by providing a high standard of customer service
  • Directed construction sites and managed a team of 30 superintendents
  • Created and maintained budgets for overhead construction for entire company
  • Coordinated project schedules and resources to ensure timely completion of construction tasks.
  • Communicated effectively with subcontractors and suppliers to maintain workflow efficiency.
  • Facilitated site meetings to address progress, challenges, and safety compliance requirements.
  • Developed and maintained project documentation, ensuring accuracy and accessibility for stakeholders.

Education

Bachelor of Science - Information Technology

University of Phoenix, Phoenix, AZ
10-2011
  • With honors
  • 3.85 GPA

Skills

  • Operational excellence
  • Business analysis
  • Incident management
  • Workflow optimization
  • ITIL framework
  • Training program design
  • Knowledge base development
  • Innovative marketing strategy development
  • Engaging presentation skills
  • Report creation
  • Collaborative leadership skills
  • Staff training and development
  • Effective negotiations
  • Attentive listening abilities
  • Citrix
  • SAP SuccessFactors
  • Optimized scheduling techniques
  • Proficient in HP OpenView
  • Microsoft Office 365
  • Confluence
  • Jira
  • Atlassian
  • Slack
  • Teams
  • Google Suite
  • ServiceNow
  • Goal setting and evaluation

Websites

Awards

  • DTOC (Disney Technology Operations Center) Appreciation Award for the creation and maintenance of the DTOC Academy
  • The Walt Disney Corporate Recognition Award for dedication and delivered results

CAREER HIGHLIGHTS

  • Created a 100+ course training program using the SuccessFactors application that produced a diverse team of 50 analysts and managers
  • Directed major incident management communications, authoring over 1K quality communications for Disney Technology Operations Center’s business partners and customers to provide pertinent information on major incidents
  • During tenure at Charming Shoppes, resolved escalated customer issues with tact and diplomacy, ensuring a satisfactory outcome for both the customer and store

Timeline

Senior Service Operations Analyst - The Walt Disney Company
05.2012 - 06.2025
Assistant Sales Manager - Charming Shoppes, Inc.
08.2007 - 05.2012
Construction Coordinator - Park Square Homes
08.2000 - 11.2006
University of Phoenix - Bachelor of Science, Information Technology

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