Fernando Davalos Email & Phone Number

Corona, California, United States

• Proposed a new Major Incident team outline. It is now in place, and it includes Process development, formal documentation, training, and reporting. Redefined the Major Incident role and created team functions (Workflow.
• Developed and documented the Major Incident Processes. Accountability from a process perspective is now in place, and it is measured by continued Quality Assurance monitoring and metrics.
• The process improvements achieved are aligned with Kaiser Permanente maturity model initiative to a target process maturity level of 3.85.
• Regularly reviewed the Major Incident process and worked with team members and leadership to identify process improvements.
• Conducted Team meetings and 1:1 sessions to ensure continuity and measure approaches and strategies.
• Coordinated project activities, which included; timeline, scope, risks, and delivery while collaborating with senior management.

Corona, California, United States

• Drive and maintain control of high and critical bridges by maintaining discipline and keeping the participants focused on facilitating the immediate restoration of services to multiple technology environments, ensuring.
• Ensure that all required technical, management, and vendor participants are on the bridge and adding value.
• Responsible for directing system triage and recovery, supporting system implementations and integrations, systems analysis and diagnosis, troubleshooting, performance analysis, and resolution.
• Technical leadership/mentorship to peers, writing instructions, documentation, policies, and procedures.
• Continuously evaluate incidents for appropriate escalations and improvements.
• Manage incident documentation for problem management review by ensuring the input of complete incident history and recommended solutions.

Las Vegas, Nevada, United States

• Manage process delivery, documentation, and implementation for incident and problem management.
• Work directly with the service delivery management team developing process improvement initiatives.
• Generate reports to accurately quantify remedy tickets and understand if the incident and problem management processes are followed.
• Work with multiple subject matter experts daily (Strike Calls, Technical Calls, Root Cause Analysis).
• Responsible for managing root cause analysis delivery to the client.
• Conduct various meetings with Xerox and MGM management and technicians. (Root Cause Analysis, Service Review, Incident Management, Problem Management, Service Delivery).

Corona, California, United States

• Drive and maintain control of high and critical bridges by maintaining discipline and keeping the participants focused on facilitating the immediate restoration of services to multiple technology environments, ensuring.
• Ensure that all required technical, management, and vendor participants are on the bridge and adding value.
• Responsible for directing system triage and recovery, supporting system implementations and integrations, systems analysis and diagnosis, troubleshooting, performance analysis, and resolution.
• Technical leadership/mentorship to peers, writing instructions, documentation, policies, and procedures.
• Continuously evaluate incidents for appropriate escalations and improvements.
• Manage incident documentation for problem management review by ensuring the input of complete incident history and recommended solutions.

Corona, California, United States

• Drive and maintain control of high and critical bridges by maintaining discipline and keeping the participants focused on facilitating the immediate restoration of services to multiple technology environments, ensuring.
• Ensure that all required technical, management, and vendor participants are on the bridge and adding value.
• Responsible for directing system triage and recovery, supporting system implementations and integrations, systems analysis and diagnosis, troubleshooting, performance analysis, and resolution.
• Technical leadership/mentorship to peers, writing instructions, documentation, policies, and procedures.
• Continuously evaluate incidents for appropriate escalations and improvements.
• Manage incident documentation for problem management review by ensuring the input of complete incident history and recommended solutions.

Rancho Cucamonga, California, United States

• Monitored possible high priorities. Identified, notified, and worked toward the resolution with the technical support partners and management.
• Managed company-wide technical communications.
• Main contact for after-hours technical and incident management support. Coordinated prompt assistance.
• Led and trained technical support analysts.
• Strengthened internal support groups' problem-solving processes by developing detailed problem definitions, analyzing alternate solutions, and recommending a plan of action.
• Developed and maintained training procedures, online manuals, knowledge base, and operations manuals.