Brandon Walton Email and Phone Number

Key Achievements• Pioneered Nike’s First Software Decommissioning Process: Created a systematic framework to retire unused software, mitigating security risks and reducing licensing costs.• Achieved 15% Cost Reduction: Optimized software lifecycle management processes, including entitlement and compliance monitoring, resulting in significant savings.• Implemented ServiceNow SAM Pro: Streamlined software asset tracking and decommissioning processes, enhancing visibility and efficiency.• Vendor Management Practices: Worked with major vendors, including Docker, Asana, and Miro, to negotiate contracts and manage licensing compliance.• Guided Audit Readiness: Supported software audits with large vendors, ensuring accurate entitlement reporting and reducing audit risks.Key Responsibilities and Tasks• Managed Full Software Lifecycle: Oversaw end-to-end processes, including procurement, entitlement, deployment, and retirement, ensuring compliance with licensing agreements.• Collaborated on Licensing Compliance: Partnered with IT and procurement teams to monitor entitlements and ensure accurate reporting for strategic decision-making.• Supported Endpoint Engineering: Facilitated deployment of on-premises software packages, ensuring alignment with organizational needs.• Led Software Harvesting Initiatives: Reclaimed and repurposed unused licenses, achieving substantial cost avoidance.• Enhanced C-Level Insights through Software Analysis: Delivered detailed software usage and compliance reports using ServiceNow SAM Pro, providing actionable insights to support strategic decision-making at the executive level

Highlights• Ensured Smooth Holiday Operations: Led proactive and efficient outage resolution during peak holiday season, maintaining clear and comprehensive communication that minimized disruption and allowed leadership to remain disengaged over the holidays.• Led high-stakes incident discussions, successfully coordinating across multiple engineering teams, ensuring swift and effective resolution of critical issues.• Recognized for adaptability and composure under pressure, maintaining customer-focused communication across diverse stakeholder levels, including senior leadership.Key Responsibilities and Tasks• Managed incidents across various applications and technologies, utilizing a customer-focused approach to maintain service quality.• Utilized ServiceNow and ITIL methodologies to document incidents, monitor impact, and prioritize issues based on urgency and business impact.• Provided accurate incident summaries to senior leadership, adapting communication for sensitive issues.• Led post-incident reviews, analyzing data and implementing corrective actions to prevent recurrence.

Highlights• Holiday Season Outage Resolution: Successfully managed outages impacting POS systems and supply chain during peak holiday season, ensuring rapid resolution and minimizing disruption to retail operations.• Vendor Cloud Issue Management: Navigated a critical vendor cloud issue affecting the largest data center, impacting retail stores and the supply chain; implemented escalation protocols to expedite recovery and restore services swiftly.• Change Process Improvements: Tied major incidents to change-related causes, identifying improvement areas that led to enhanced change management processes and reduced incident frequency.Key Responsibilities and Tasks• Took ownership of Priority 1 and 2 tickets, achieving over 95% incident resolution within SLA, a record high for the team.• Prioritized incidents based on business impact and escalated major threats effectively.• Demonstrated poise in high-stress situations, supporting effective team decision-making.• Conducted detailed incident data analysis, identified effective processes, and prepared preemptive remediation plans.• Notified business leads on high-priority issues and maintained accountability for incident quality and reporting.

Specific Duties & Responsibilities: • Executes the Incident Management process tasks in adherence with established processes and SLAs• Assists with classification and prioritization of incidents• Assists others with identifying the impact of incidents• Monitoring Incident details, including the Configuration Items affected• Open internal troubleshooting communication channels (incident conference bridge, IM/WebEx, etc.) using established process• Keeping internal business partners and external affected customers aware of the status and progress towards resolution of assigned Incidents• possible)• Detection of possible Problems and the assignment of them to the Problem Management team for them to raise Problem records• Tracking data points for Incident milestones: Detection, diagnosis, repair, recovery, and restoral• Participation in audit activities related to the Incident Management process• Escalating the process as necessary per established escalation policies• Acts as an escalation point to expedite incident resolution• Security Response

 Troubleshoot all inbound client requests and issues.  Escalate and manage tickets to assure timely resolution.  Serve as primary responder for all server outages and break-fix escalations, monitoring the progress of events and supplying the client or vendor with updates.  Able to smoothly transfer information at the end of each shift with other Incident Support staff about any outstanding issues and tasks. Performs research and documentation to improve service levels.  Ability to meet multiple service level agreement requirements during the ticket life-cycle. Update customers and other stakeholders regularly on ongoing trouble tickets and provide full report of outages and/or defects.  Flexible to cover other shifts as needed in a 24/7/365 NOC environment. Knowledge, Skills and Abilities of the job Demonstrated ability to consistently exceed client expectations. Demonstrated ability