Shatora Everett
Summary
Seasoned professional equipped to handle complex incident management scenarios and streamline processes using ITIL Framework. Adept at leading teams through critical situations, fostering collaboration, and driving results. Renowned for adaptability in fast-paced environments and strong analytical skills.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Global Banking Incident Manager
Bank of America (Contractor Apex Systems)
11.2024 - 10.2025
- Coordinated incident response efforts, ensuring timely resolution of critical issues across multiple teams using the ITIL framework
- Analyzed incident data to identify trends and recommend process improvements for enhanced service delivery.
- Developed and maintained incident management documentation, ensuring compliance with organizational standards.
- I had to effectively communicate with business partners in a timely manner about the analysis discovered from respective technical teams and the remediation efforts that are going to help resolve the issue. Status updates on events would also be distributed throughout the duration of the triage call using Service Now
- Worked collectively with the Change Management team to ensure change processes were being followed based on Change windows
- Monitored watch board for upcoming major incidents and would escalate based on client or business impact
Problem/Process Management Analyst
CareFirst (Contractor Cynet Systems)
07.2023 - 06.2024
- Analyzed operational processes to identify inefficiencies and recommend improvements
- Developed and maintained performance metrics dashboards for data-driven decision-making
- Collaborated with cross-functional teams to streamline workflows and enhance service delivery
- Ensured SLA’s adherence was being followed in compliance with business initiatives and performance goals.
- Creation of Action items on Root Cause Analysis (RCA) call in collaboration with other teams to find solutions for events that impacted daily business functionality.
- Tracked recurrence of incidents in which they would be added to the Intro respective catalog for further analysis with stakeholders
- Planned, coordinated and lead RCA meetings using teams meeting for respective teams.
- Provided weekly updates on Problem record and Problem task tickets in Service now with updates from SME’s and vendor resources on the status of actions that were created to be presented to stakeholders.
Problem Management Analyst
Cxloyalty (contractor with Insight Global)
09.2022 - 07.2023
- Developed and implemented process improvements that streamlined incident management workflows using
- Participated in major incident review meetings to identify areas for improvement in response processes and protocols using Agile
- Capture and analyze IT service outages using a standard ITSM suite
- Analyzed incident trends to identify root causes and improve problem resolution processes.
- Collaborated with cross-functional teams to develop effective solutions for recurring issues.
- Documented and maintained knowledge base articles for improved support efficiency.
- Logging and analysis of Problem tickets, ensuring that all relevant details are captured
- Worked with colleagues across Technology Operations and other departments within the organization to plan and develop long term solutions to business impacting events
- Produced reports in order to measure service and system reliability, and to milestone developments and improvements
- Coordinated with Technology Vendors, as required in resolving the Problem (in performing resolutions within their approved limits of technical permissions).
- Responsible for performing ticket closure activities (ensuring the Problem ticket is placed in a Status of Resolved or Closed at first eligibility and performed QA of the ticket prior to closing to ensure conformance to the Standards of Use policy).
- Monitored service level agreements to ensure compliance and enhance customer satisfaction.
- Created reports on problem management metrics to inform stakeholders and guide strategic decisions.
- Liaised with vendors to address hardware or software defects impacting system performance and reliability.
- Reduced downtime during critical incidents by ensuring timely escalations and resource allocation.
Major Incident Manager
Capital One (contractor With Iconma)
09.2021 - 05.2022
- As a Major Incident Manager. My core job responsibility was to manage active incidents on a bridge line with other specialized core teams in the AWS cloud environment, using Pagerduty to engage teams.
- These responsibilities insisted of; taking clean precise notes of all processes and mitigations taken to resolve the situation.
- Escalated issues that are classified as detrimental to our internal users and external customers.
- Effectively communicated with executives and stakeholders on all actions that were being performed to resolve issue.
- Abide by the agreed to SLA’s and ensure our incidents are handled with integrity. Aside from managing incidents. My role was also to be active in the project management by creating stories in Jira that would ultimately go through an approval process and eventually be placed in production. These stories consisted of process improvements on issues that are already known.
- Implemented continuous improvement initiatives, resulting in more efficient major incident management practices.
- Spearheaded the adoption of ITIL best practices within the organization, contributing to standardization across departments.
Artificial Intelligence Service Desk / Active Directory Admin
Cloud Managed Services Group
02.2021 - 09.2022
- Core responsibilities were to program artificial intelligence Aisera using Java script language and flow charts. I tested flow charts to see if the output to end user was understandable which would result in a timely recovery for end user problems or incidents.
- Creation of projects and completed tickets in Azure DevOps
- Managed ticketing system by routing tickets to respective departments using Service now
- My core responsibilities as an Active Directory Administrator were to provide identity access management (IAM), create user accounts, service accounts, Administrator accounts, distribution list and security groups. I had to also place these users accounts within correct Organizational Units.
- Assigned group managers and gave read or write access.
- Performed Group policy looks up and some password resets with approval a process attached.
- Troubleshot Active Directory replication issues, ensuring consistent environment performance.
- Collaborated with IT team to develop documentation for AD procedures and best practices.
Systems Analyst/ Incident Manager
Bank of America
10.2019 - 10.2020
- As the first line of defense in the global technology department I performed deep diving investigation to manage events that may have occurred using monitoring tools such as Splunk, Sitescope, App dynamics and catch point; to detect abnormalities in traffic from both merchant and customer facing applications. In addition.
- Regularly participated in the escalation and triaging process by engaging the essential teams that specialize in the incident at hand.
- Documented all events that have occurred using a remedy ticketing system. Analyzed test reports and identified test issues.
- Ensured that the development of tools and applications met the requirements to be placed in production for the bank. Communicated orally or through Microsoft suite options with internal departments and externally with vendors in support of making sure the event is triage in a timely manner.
- Assisted with process development of a new environment/project for online applications on an enterprise level at the bank.
- Engaged in reconvenes for major incident debriefs with Problem Management teams
- Assess priority on bridge board for major incidents with other support teams and executive management.
- Engaged teams on bridge lines and monitored bridge line for incident updates.
- Updated communications when investigation of incident obtained newfound details.
Education
Bachelor of Science - Cyber Security and Information Assurance
Western Governors University
08-2028
Associate of Science - Computer and Information Science, Cyber and Network Security
ECPI University
Richmond, Va07-2019
Skills
- Networking
- CISCO Routing & Switching
- System & Program Development
- Control Risk Analysis & Assessment
- Training & Mentoring
- Process Improvement
- Microsoft Technologies
- Team Leadership & Development
- Project Management
- Security Policies & Procedures
- Client Relationship Management
- Incident Response Management
- Troubleshooting
- Remedy Ticketing Systems/ Service now
- Bridge board
- Active Directory Administration
- Bladelogic
- Java Script
- ITIL Practical knowledge
- Amazon Work Services (AWS)
- Business continuity
- Documentation skills
- Information management
Certification
ComptTIA Security + 701 - 12/25- Present
AWS Certified Cloud Practitioner 2/23- Present
Timeline
Global Banking Incident Manager
Bank of America (Contractor Apex Systems)
11.2024 - 10.2025
Problem/Process Management Analyst
CareFirst (Contractor Cynet Systems)
07.2023 - 06.2024
Problem Management Analyst
Cxloyalty (contractor with Insight Global)
09.2022 - 07.2023
Major Incident Manager
Capital One (contractor With Iconma)
09.2021 - 05.2022
Artificial Intelligence Service Desk / Active Directory Admin
Cloud Managed Services Group
02.2021 - 09.2022
Systems Analyst/ Incident Manager
Bank of America
10.2019 - 10.2020
Bachelor of Science - Cyber Security and Information Assurance
Western Governors University
Associate of Science - Computer and Information Science, Cyber and Network Security
ECPI University
Applications
Proficient with the Microsoft Office Suite, including Word, PowerPoint, Access, and Excel. Experience with Packet Tracer, Microsoft Visio, and VMware, Microsoft Teams, Gomez, App Dynamics, Bladelogic