RAQUEL HERNANDEZ
Orange Park
Summary
ITIL-certified Major Incident Manager with expertise in incident resolution, problem management, and process optimization. Prevents SLA violations through proactive escalations, reduces customer downtime, and enhances satisfaction via cross-functional coordination. Skilled in root cause analysis and ITIL-driven improvements, with a strong background in global team leadership and maintaining audit compliance.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Major Incident Manager / Change Manager / Software Release Manager / Problem Manager
Walt Disney World
Orlando
09.2018 - Current
- Coordinated cross-functional support teams to resolve server and application major incidents, achieving rapid restoration of services and minimizing downtime.
- Delivered timely executive notifications on major incidents, fostering transparency and supporting informed decision-making at senior levels.
- Led root cause analysis (RCA) for major incidents using ITIL processes, identifying preventive measures to reduce recurrence and improve overall system reliability.
- Managed change processes to mitigate outage risks, enforcing policies and procedures while communicating updates to executive teams, resulting in zero change-induced disruptions.
- Oversaw release management for software builds by planning, scheduling, testing, and deploying to ensure seamless transitions and maintain high-quality outcomes.
Incident Manager
LPL Financial
Fort Mill
01.2018 - 08.2018
- Developed and implemented standard operating procedures (SOPs) for incident management, standardizing approaches and enhancing consistency during high-pressure scenarios.
- Provided executive progress updates during incidents, ensuring leadership remained informed and aligned on resolution strategies.
- Collaborated with subject matter experts (SMEs) across the US and India to troubleshoot and resolve server, application, and network outages, accelerating recovery times.
- Established After-Action Review (AAR) process to evaluate incident responses, identifying improvement opportunities and facilitating continuous process enhancements.
Major Incident Manager (IBM Cloud / GTS Division)
IBM Corporation
Armonk
08.2004 - 12.2017
- Directed 24/7/365 major incident recovery for global managed services, coordinating urgent resolutions to restore operations and meet SLAs.
- Facilitated conference bridges with international SMEs (US, England, India, Poland, Mexico, Canada, Costa Rica, China) to diagnose and resolve software, network, data center, and hardware issues.
- Maintained detailed event timelines in customer ticketing systems and delivered periodic summary notifications to executive management, ensuring real-time awareness until resolution.
- Generated KPI reports analyzing incident trends across business units, enabling senior management to identify frequent disruption areas and allocate resources strategically.
- Initiated problem records post-incident to establish preventive protocols, leveraging RCA data to mitigate future disruptions and improve service quality.
Education
Certificate in Advanced PC Hardware -
Longview College
Lee's Summit, MO01.2000
Skills
- Major Incident Management
- Root Cause Analysis (RCA)
- Problem Management
- Change Management
- Release Management
- ITIL v3
- Availability Management
- Situation Management
- Service Delivery
- Transition Management
- Vendor Management
- ServiceNow
- Remedy
- Maximo
- JIRA
- SmartSheet
- Microsoft Office Suite
- Microsoft Windows
- Microsoft Excel
- Executive Communication
- Global Team Coordination
- Process Development
- KPI Reporting
- Incident management
- Software deployment
- Performance analysis
- Risk assessment
- Problem solving
- Cross-functional collaboration
- Attention to detail
- Time management
- Conflict resolution
- Critical thinking
- Metrics tracking
- Ticket submission
- Escalation management
Education Certifications
- ITIL v3 Certification, Loyalist Certification Services, 904200, 11/01/10
- Certificate in Advanced PC Hardware, Longview College, Lee's Summit, MO, 01/01/00
Languages
English
Full Professional
Spanish
Professional
Certification
ITIL V3
Timeline
Major Incident Manager / Change Manager / Software Release Manager / Problem Manager
Walt Disney World
09.2018 - Current
Incident Manager
LPL Financial
01.2018 - 08.2018
Major Incident Manager (IBM Cloud / GTS Division)
IBM Corporation
08.2004 - 12.2017
Certificate in Advanced PC Hardware -
Longview College