Coordinated troubleshooting bridges and engaged resources while communicating updates to executive leadership for enterprise IT outages achieving all MTTR goals. Matured Major Incident Management processes from initial enterprise application scope to expanded role supporting nationwide radio access network, retail mobile applications, video streaming, banking services, and cyber security events decreasing engagement and notification times across all environments.Expanded post incident documentation and Problem Management handoff processes improving tracking, reporting, and remediation of key incident response metrics ensuring that mitigation delays were identified and systemically corrected. Developed and implemented Second Level Escalation process to quickly raise outages without known triggers to Tier 3 support and leadership reducing engagement times by 30 minutes.Collaborated with technology leaders to promote proactive engagement reducing the total number of major outages. Improved ITSM Incident module and communications platforms, automating messaging and work log updates and increasing accuracy of incident communications and reporting.Scheduled training scenarios and tested response processes for outages of critical communications infrastructure ensuring continuity of communication with stakeholders.Created and maintained training materials and access checklists for new team member integration reducing training time by 5 days.

Led Major Incident response efforts while documenting recovery steps and potential causes, minimizing impact while informing Problem Management investigations and root cause analysis. Acted as single point of contact for business and technology stakeholders allowing support teams to investigate uninterrupted.Tracked all changes related to major incidents to assist Change Management and Problem Management teams in identifying and tracking root causes of issues.Administered SendWordNow paging system, maintaining current support personnel, and automating contact information updates for Disaster Recovery response.Designed and implemented Severity Paging Tool standardizing communications and major incident timeline tracking. Built key application escalation playbook reducing engagement times for 30 applications responsible for 85% of major outages.

Provided Tier 1 support for hundreds of internal and external applications, assisting users of all skill levels with general technical issues via phone and e-mail. Initiated Incident Management process and coordinated emergency conference calls to minimize response times for large scale outages. Created and maintained training materials and process documentation reducing call duration for all coordinators.