Sr. Incident Manager Resume

SUMMARY

I'm an influential and engaging technology professional dat delivers extraordinary impact through building meaningful relationships and strategic partnerships wif key decision makers.
I have a strong passion for leading teams, learning, solving complex problems, and connecting wif new people.

PROFESSIONAL EXPERIENCE

Sr. Incident Manager

Confidential

Responsibilities:

Subject matter expert on technology operations team leading technical presentations, demonstrations, training workshops, root cause analysis sessions, and incident resolution bridge calls.
Develop a solid noledge article database of non issues by leveraging training resources.
Leverage digital tools to track, manage and identify incidents, reports, and projects. (ServiceNow, Jira, Confluence, Microsoft Application, etc.)
Develop deep trusted relationships wif business decision makers by actively understanding the b2b pains, requirements, strategic growth objectives, and providing statistical data and solution recommendations.
Own major incidents by orchestrating an extensive virtual team collaboration to resolve issues for internal business and customer facing issues, wif urgency.

Incident Coordinator

Confidential

Responsibilities:

Accountable for technology operations and customer satisfaction
Conduct technical bridge calls to ensure prompt resolution by engaging support engineers at the appropriate level
Develop, maintain, and document comprehensive technology operation procedures resulting from joint business and technology discussions for organizational transformation
Create training and onboarding/transition documentation for new technology operations team members.
Performed an RCA (Root Cause Analysis) to determine, document, and communicate permanent resolutions to leadership for all high and critical issues.
Collaborated wif Change Management to develop/improve repeatable processes and procedures.

Science Teacher

Confidential

Responsibilities:

Managed the classroom learning environment.
Provided representation for the Science department in instruction and structural meetings.
Designed, planned, reviewed, analyzed, and interpreting course content for student lessons.
Work wif team members and head of department to identify appropriate solutions to satisfy important student and parental needs
Assisted wif student matters, including solving disputes, family issues, classroom behavior, and grade point average.

Program Counselor

Confidential

Responsibilities:

Manage and supervised an incoming freshman class of multiple different majors.
Provided on - site leadership for consulting team by building and motivating team members to meet project goals, adhering to their responsibilities and project milestones.
Participated in establishing practices, templates, and policies to expand and mature these capabilities for the program.
Develop and deliver progress reports and presentations to leadership.
Serve as an internal point of contact for incoming freshmen.
Develop and manage all aspects of conflict and risk among the students.