Ty Larson
Omaha,NE
Summary
Successful Incident Manager with expertise in managing high-stakes incidents and ensuring swift resolution. Proven track record of mitigating risks and coordinating cross-functional teams to restore services efficiently while driving over 500 major incidents across five different Fiserv divisions. Demonstrated competence with training and bringing out the best in colleagues by applying concepts such as Vygotsky's Zone of Proximal Development.
EFTPS background/security compliant. BTS 159631.
Overview
17
17
years of professional experience
Work History
Major Incident Manager
Fiserv
08.2023 - Current
- Skilled at working independently and collaboratively in a team environment to vet, investigate, and mitigate major incidents within the following four Fiserv divisions: Issuer Solutions (GFS), Issuer Administration, Money Network, and Output Solutions Divisions.
- Trained multiple new incident managers, lead the front end of the week, and provided to offshore teammates to regular training and couching to enhance team performance.
- Proven ability to learn quickly and adapted to new workloads when additional divisions where added to my purview.
- Developed strong relationships with key stakeholders, escalation SMEs, and account managers to facilitate smooth coordination during crisis situations.
- Reviewed and validated the major incidents each shift to clarify for stakeholders and improved the accuracy of the team's documentation and worked with problem management regularly to ensure opportunities and tasks were properly assigned to prevent future incidents.
- Earned Exceeds Expectation for my 2023 Annual Review.
Major Incident Manager
Fiserv
06.2021 - 08.2023
- Incident and Event Manager for Global Business Solutions (GBS) Merchant Operations position required engagement with SME, clients, and platform leadership to drive to mitigation and resolution of standard and major incidents.
- Applied quick analysis of risk and impact involving Money Movement in the billions of dollars, tens of thousands of authorizations per second on multiple platforms, multiple 3rd parties such as Visa, Mastercard, FIS Global and EBT, and major retailers including Costco, Walmart, Amazon, and Lyft.
- Primary tools within the AiOps environment at the First Data/Fiserv Global Command Center included Moogsoft, Splunk, ServiceNow, Dynatrace, Tandems, and Teams.
- Earned Exceeds Expectations on 2022 Annual Review.
Technical Support Specialist
Fiserv
08.2015 - 06.2021
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support with top tier KPIs and OKRs.
- Troubleshot for a multitude of technical and customer service departments and skills for hundreds of financial institutions for Online Banking, Billpay, and Mainframe password resets. Also, provided terminal support, online support, and chargeback customer service for tens of thousands of merchants.
- Provided detailed documentation of support interactions for future reference and to provide assistance to improve teammate performance.
- Earned Exceeds Expectations on five annual reviews.
Sales and Training Representative
MarketSource
01.2008 - 01.2011
- Ensured compliance with HP protocols at retail stores such as Office Max, Office Depot, Nebraska Furniture Mart, Best Buy, Walmart, and Costco that carried HP consumer and business electronics.
- Trained hundreds of employees and management on new HP products and services, basic IT skills, and sales techniques at over a dozen locations in the Omaha and Council Bluffs metropolitan area.
- Senior Representative in the region and oversaw the training of new hires.
Education
Psychology
- Earned 109.33 credits towards a Bachelor's degree in Psychology focused on human development and training.
- Achieved multiple Dean's List honors
Physical Sciences
- Earned 109.33 credits towards a Bachelor's degree in General Science including Physics, Chemistry, and Biology.
- Achieved multiple Dean's List honors
Associate of Science - Liberal Arts And Sciences
Associate of Arts - Liberal Arts And Sciences
Skills
- Incident Management
- Splunk
- Moogsoft
- ServiceNow
- Training
- Computer Hardware
- Partner Relationship Management
- Psychology
- Writing, editing, and documentation
- Scientific Literacy
Timeline
Major Incident Manager - Fiserv
08.2023 - Current
Major Incident Manager - Fiserv
06.2021 - 08.2023
Technical Support Specialist - Fiserv
08.2015 - 06.2021
Sales and Training Representative - MarketSource
01.2008 - 01.2011
University of Nebraska At Omaha - , Psychology
University of Nebraska At Omaha - , Physical Sciences
Metropolitan Community College - Associate of Science, Liberal Arts And Sciences
Metropolitan Community College - Associate of Arts, Liberal Arts And Sciences
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