Provide resolution, work around and follow-up details to the problem management team.
Process Improvements - Identify and construct new process frameworks, as well as reviewing, recommending and documenting improvements to established processes.
Manage critical customer site outage resolutions for major customers. Coordinated plans of action with repair teams, and communicated expectations with customer management teams.
Assist with the development of processes and procedures to improve incident response times, analysis of incidents, and operations.
Manage, escalate, status, and assist, coordinating repair efforts on Service Assurance issues
Served in the role of team subject matter expert for company tools in order to provide training for my peers and management, greatly improving overall productivity
Work with other teams to identify improvement opportunities and ensure end to end success of the Incident
Management process