Olivia Mazo
Zimmerman,MN
Summary
- Dedicated Major Incident Manager experienced in providing expert solutions to prevent the recurrence of critical problems.
- Dedicated to improving response procedures and efficiency.
- Dependable Service Desk Lead with 7 years of helpdesk experience. Successfully assists end-users with complex technical issues.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Major Incident Manager
CWT
Mendota, MN
09.2016 - 12.2022
- Collaborated with cross-functional teams to identify root cause of Major Incidents, develop solutions and prevent future occurrences.
- Coordinated with IT teams to ensure service restoration was completed in a timely manner following Major Incidents.
- Identified improvement opportunities within the Incident Management process and worked with teams to implement changes.
- Performed post mortem analysis of major incidents, identifying areas of improvement and recommending corrective actions.
- Prepared reports summarizing data on major incidents and presented them at regular meetings with senior management.
- Developed communication plans for informing stakeholders about major incident status updates.
- Produced documents, spreadsheets, reports and tracking structures using Microsoft Excel and Service Now software
- Prioritized each incident based upon its impact on business and escalated issues considered major threats.
Service Desk Lead
CWT
Mendota, MN
04.2012 - 09.2016
- Conducted regular meetings with team members to review performance and identify areas of improvement.
- Trained new service desk personnel on job functions, processes, and procedures.
- Provided guidance to helpdesk technicians on how best to resolve customer issues or escalate them appropriately when needed.
- Implemented strategies to ensure continuous quality improvement across all service desk operations.
- Served as an escalation point for critical issues requiring immediate attention.
- Participated in emergency response efforts whenever necessary.
- Collaborated with other teams within the organization such as network engineering or system administration teams to resolve complex technical challenges.
- Provided technical support to end-users for hardware and software issues.
- Monitored tickets, tracked progress, and responded to customer inquiries in a timely manner.
- Created reports on performance metrics of service desk staff.
- Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Maintained audit trail and statistical records of problems and conditions reported by client.
Incident Coordinator
CWT
Mendota, MN
09.2008 - 04.2012
- Coordinated with IT teams to ensure service restoration was completed in a timely manner following Major Incidents.
- Monitored and tracked progress of Major Incidents from start to resolution using incident management tools.
- Documented all major incidents, including details such as timeline, key players involved, root cause analysis.
- Acted as an escalation point for unresolved or difficult major incidents.
- Provided technical support during the investigation into the root causes of major incidents.
- Responded to critical incidents without delay.
- Prioritized each incident based upon its impact on business and escalated issues considered major threats.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Education
Some College (No Degree) - Computer Networking
Anoka-Ramsey Community College
Minneapolis, MNSkills
- Incident Processing
- Emergency Response Understanding
- Metrics Tracking
- Reporting Requirements
- Documentation of Events
- Root Cause Analysis
- Priority Incident Recommendations
- Post Incident Meetings
Certification
- Cisco Certified Network Associate
Timeline
Major Incident Manager
CWT
09.2016 - 12.2022
Service Desk Lead
CWT
04.2012 - 09.2016
Incident Coordinator
CWT
09.2008 - 04.2012
Some College (No Degree) - Computer Networking
Anoka-Ramsey Community College
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