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
Lake Buena Vista, FL
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.
Winter Garden, FL
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
Orlando, FL
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
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
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