Sam Kroian
Somersworth,NH
Summary
Results-driven leader with a proven track record in incident management and process improvement. Expertise in coordinating cross-functional teams, conducting root cause analyses, and implementing strategies to address problem areas. Proficient with tools such as ServiceNow, OpsGenie, and DataDog.
Overview
10
10
years of professional experience
Work History
Incident & Problem Manager
Amadeus
Portsmouth, NH, USA
01.2022 - Current
- Direct support teams during critical incidents, ensuring swift resolution and minimal downtime.
- Lead RCA/PMR meetings, identifying systemic issues and implementing corrective actions.
- Develop executive summaries and maintain comprehensive incident and problem records.
- Streamline incident management processes using ServiceNow.
- Participate in a global on-call rotation, providing timely incident triage, escalation, and resolution support to ensure 24/7 service reliability and adherence to SLAs.
Cloud Health System Administrator/Incident Manager
Amadeus
Portsmouth, NH, USA
01.2018 - 01.2022
- Oversaw cloud system health and provided escalation support for resolving complex issues.
- Implemented monitoring solutions with DataDog and managed alerts via OpsGenie.
- Conducted regular system audits and performance evaluations.
- Led response to high-severity, customer-impacting major incidents.
Business Reporting Specialist
Amadeus
Portsmouth, NH, USA
01.2018 - 12.2018
- Managed complex reporting tasks using Crystal, Salesforce, and SSRS.
- Ensured data accuracy and provided insights for business decision-making.
Senior Technical Support Analyst
Amadeus
Portsmouth, NH, USA
01.2017 - 01.2018
- Provided tier-one technical support via Salesforce and proprietary diagnostic tools.
- Resolved complex issues escalated by junior analysts, ensuring service continuity and client satisfaction.
- Authored troubleshooting documentation and internal knowledge base articles.
- Supported onboarding and training of new analysts across customer support functions.
Technical Support Analyst
Amadeus
Portsmouth, NH, USA
01.2016 - 01.2017
- Delivered front-line technical support for hospitality management software systems.
- Managed service ticket lifecycle and escalations, ensuring prompt resolution and client communication.
- Documented technical issues and liaised with engineering teams for defect tracking.
- Recognized for high case closure rate and quality assurance compliance.
Skills
- Incident Management
- Problem Management
- Change Management
- Root Cause Analysis/PMR
- ServiceNow
- OpsGenie
- DataDog
- Microsoft Azure
- Confluence
- Microsoft Office
- Analytical problem solving
- Windows Server
- Salesforce
- Salesforce Reports
- MSSQL
- SSRS
- Crystal Reports
- VMware
- SCOM
- Python
- Powershell
- Cross-functional collaboration
- Strong written and verbal communication
Timeline
Incident & Problem Manager
Amadeus
01.2022 - Current
Cloud Health System Administrator/Incident Manager
Amadeus
01.2018 - 01.2022
Business Reporting Specialist
Amadeus
01.2018 - 12.2018
Senior Technical Support Analyst
Amadeus
01.2017 - 01.2018
Technical Support Analyst
Amadeus
01.2016 - 01.2017