Tony Cannon
Winchester,CA
Summary
Personable and analytical individual with strong aptitude for identifying and resolving complex issues. Understanding of ITIL processes and incident management, combined with skills in root cause analysis and data interpretation. Committed to driving continuous improvements and minimizing impact of problems on business operations. Offering solid foundation in analytical thinking and problem-solving, eager to learn and grow within dynamic environment. Delivers keen attention to detail and systematic approach to identifying root causes and implementing solutions. Ready to use and develop analytical and communication skills in an incident/ problem manager role.
Overview
11
11
years of professional experience
4
4
Certification
Work History
Incident/ Problem Manager
Blue Shield of California
10.2023 - 08.2024
- Company Overview: Health insurance provider
- Handled both incident and Problem Management averaging 4 incidents per day
- Conducted quality insurance checks of all problem and incident tickets
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Increased customer satisfaction by providing timely and accurate updates during incident resolution processes.
- Enhanced incident response times by streamlining communication channels and implementing efficient escalation procedures.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Ran detailed reports via Service now to gain intelligence on trend analysis and preventive measures to aid in resolving future and reoccurring events
- Participated in daily team meetings to level set on team objectives
- Wrote technical documentation to properly assist IT infrastructure on proper classification, severity and engagement of incident management processes
- Served as point of escalation for unresolved incidents, ensuring timely intervention and resolution of critical issues.
- Streamlined communication between various departments, resulting in faster issue resolution and improved customer satisfaction.
- Enhanced team productivity by providing comprehensive training on problem management tools and methodologies.
- Coordinated with vendors for third-party support, ensuring prompt resolutions of issues outside internal capabilities.
- Maintained accurate records of all problems within Blue Shield's IT environment, ensuring full visibility into historical data when required for analysis or audits purposes.
- Reduced incident recurrence rates through thorough root cause analysis and process improvement initiatives.
Sr. Incident and Problem Manager
Kyriba
01.2023 - 06.2023
- Company Overview: Financial software solution provider
- Provided complete end to end incident response and management of all service and infrastructure impacting events for both internal technical departments and external clients
- Monitored dedicated Slack channels and utilized various monitoring tools to preemptively identify potential incidents or threats to the prod and dev environments
- Served as the liaison between the San Diego and Global technical infrastructure teams
- Assisted in defining and enhancing the incident management process in accordance with ITIL best practices
- Engaged all necessary teams and stakeholders on to a bridge to begin trouble-shooting of all major incidents
- Gathered key details and provided regular status updates of all on-going incidents
- Created problem tickets for all major and re-occurring incidents and facilitated post mortem meetings to help identify the root cause of incidents, the solution, and the improvement of best practices for future incidents
- Developed and maintained a knowledge base of known issues, contributing to quicker diagnosis and resolution of reported problems.
- Coordinated with vendors for third-party support, ensuring prompt resolutions of issues outside internal capabilities.
Incident Manager
Broadridge Financial
05.2022 - 10.2022
- Company Overview: Financial and wealth management software developer
- Responded to and provided incident management for all major and minor severity level service impacting client and internal platform issues. Approximately 10 incidents daily
- Gathered initial business and client impact data in order to engage the appropriate resources and stakeholders on a bridge to begin triage and troubleshooting
- Scribed in real time all nuances of the incident as it occurred into a ticketing system and provided regular status updates to all stakeholders based on severity of the incident
- Gathered data regarding the incident that would later be used as part of the problem management process in an effort to prevent future occurrences of the reported issue
- Met regularly with the IM team to discuss the prior day’s incidents to identify KPIs and areas of improvement to the Incident Management Process
- Wrote technical documentation regarding IM processes and IT infrastructure engagement to the IM team
- Participated in on-going disaster recovery drills for all external clients
- Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
Incident Manager (GSO)
Sony Interactive Entertainment
03.2019 - 05.2022
- Company Overview: World’s largest console video gaming company
- Used sound judgment & decision making to act swiftly and appropriately based on data
- Provided 24/7 Rapid response to both customer impacting incidents and leading indicators of system distress
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Provided crisp communications at the appropriate level to inform stakeholders regarding the status of an incident
- Drove incident and problem to root cause, document, follow up and track on remedial/preventive actions end to end
- Collected system information to understand system behavior under different circumstances and document it to expand knowledge base, system improvements, and Problem Management / Mean Time to Resolution
- Improved/created procedure documents for Incident and Problem management and other supporting teams to address incorrect/missing operations during system anomalies
- Assisted internal teams with problem and incident management, investigation, and root cause analysis
- Participated in utility/tools development to improve Incident and Problem Management execution
- Participated in the launch of the PS5
Senior Incident Manager/ Service Recovery Manager
First American
09.2015 - 03.2019
- Company Overview: Global provider of title insurance and settlement services
- Gathered and coordinated responsible IT support groups and stake holders on conference bridges in an effort to diagnose, trouble shoot and resolve outages and service disruptions. Handled approximately 4 incidents per day on average
- Documented all relative details of the incident from start to resolution
- Provided timely status update communications to stake holders, management and internal IT staff
- Provided event correlation and trend analysis by locating and linking caused by change records to related incidents
- Coordinated efforts Responsible for creating and gaining approval for standard and emergency changes
- Responsible for determining the impact, scope and priority of all infrastructure, security, application, database, EMC and MS Azure storage, AWS cloud, data center, internal and external incidents
- Responsible for providing incident details for problem management
- Participated in change management CAB meetings
- Chaired major incident review meetings on all high priority incidents
- Wrote knowledge base articles detailing incident management processes and for incident resolution procedures and for reoccurring and known issues
- Gathered root cause analysis data and performed trend analysis to aid in the Problem Management ITIL process to reduce future and re-occurring incidents
- Created detailed reports using Service Now, App Dynamics, and various system log information to identify variances to the environment resulting in outages caused by scheduled and non-scheduled changes
- Participated in routine team meetings for incident management process improvement
- Provided training in regards to the incident management process to other IT teams, business units and new incident management staff as needed
- Participated in the Time Bandits Program at First American which led to the overall reduction of major incidents and time to restoration. This effort led to a significant monetary savings of millions of dollars by preventing down time
- Created a tool to align support groups to respective technologies for use to quickly identify support teams needed for infrastructure related incidents
Incident Manager
Intuit
08.2013 - 08.2015
- Company Overview: Industry leading financial and tax preparation software developer
- Primary incident conference call facilitator on moderate to high severity Incidents impacting deployed production applications
- Coordinate multiple IT teams on Incident resolution for moderate to high severity Incidents impacting Business Applications
- Provide accurate and timely communications on impact to the appropriate distribution lists and senior management
- Assesse impact and progress during major incidents to ensure escalation is timely and appropriate
- Leveraged incident management best practices and process frameworks, such as, ITIL methodology, to drive continual process improvement
- Participated in post-mortem reviews of major incidents, documented lessons learned, and tracked follow-up actions
- Member of a 24x7 On-Call rotation team to coordinate Incident Response during off-hours
- Demonstrated a consistent focus on providing customer service
- Demonstrated sound and risk aware decision making in the support of a 24/7 production environment
- Worked with Sr
- IT team to assist in all customer service-related issues and drive them to conclusion
- Ensured the consistent utilization of existing Standard Operating Procedures (SOPs)
- Received training to assist analyst with LTM and GTM change request to assists analyst during peak times
- Converted to direct hired employee on 3/31/2014
Education
Certificate - ITIL
HP (Company Sponsored Training)
Costa Mesa12.2009
Associate of Science - Information Technology
University of Phoenix
Tempe, AZ05.2008
Associate of Arts - General Studies
Cypress College
Cypress, CA05.2004
Certificate - Information Technology
Computer Education Institute
Anaheim, CA07.2000
Associate of Arts - Gender Studies
Golden West College
Huntington Beach, CA05.1995
Associate of Arts - General Studies
Orange Coast Community College
Costa Mesa, CA05.1994
Skills
- Incident/ Problem Management:
- Incident management
- Problem analysis
- Root
- Analytical mindset
- ITIL framework
Certification
- CompTIA A+ Certification
- MIcrosoft Certified Professional
- Certified Novell Administrator
- ITIL V3 Certified
Timeline
Incident/ Problem Manager
Blue Shield of California
10.2023 - 08.2024
Sr. Incident and Problem Manager
Kyriba
01.2023 - 06.2023
Incident Manager
Broadridge Financial
05.2022 - 10.2022
Incident Manager (GSO)
Sony Interactive Entertainment
03.2019 - 05.2022
Senior Incident Manager/ Service Recovery Manager
First American
09.2015 - 03.2019
Incident Manager
Intuit
08.2013 - 08.2015
Certificate - ITIL
HP (Company Sponsored Training)
Associate of Science - Information Technology
University of Phoenix
Associate of Arts - General Studies
Cypress College
Certificate - Information Technology
Computer Education Institute
Associate of Arts - Gender Studies
Golden West College
Associate of Arts - General Studies
Orange Coast Community College
- CompTIA A+ Certification
- MIcrosoft Certified Professional
- Certified Novell Administrator
- ITIL V3 Certified
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