Kyle Thompson Email and Phone Number

As a Senior Major Incident Manager at C.H. Robinson, I contribute to the reduction of major incidents through proactive monitoring solutions and effective incident management processes. I design and maintain dashboards using ServiceNow reporting and Performance Analytics for technology leaders to track incident, problem, and change metrics and KPIs. I also review and sponsor emergency changes needed for incident resolution and lead post-mortem reviews with involved parties.I have over 7 years of experience providing exemplary support to enterprise customers. I started as a Desktop Support Administrator, where I provided technical services to over 15,000 employees, developed and taught a new hire training program, and facilitated large Skype meetings for organization-wide and customer presentations. I then advanced to a Senior Enterprise Monitoring Specialist, where I prevented over 300 major incidents by diagnosing and resolving monitor generated alerts using tools such as SCOM, AppDynamics, Datadog, and Splunk Enterprise. I also implemented over 130 new monitoring solutions and performed regular review and maintenance of monitoring knowledge documents in ServiceNow. I hold an associate's degree in Network Administration and Technology from Minnesota State College Southeast, and I am certified in ServiceNow System Administration and Performance Analytics. I am passionate about driving continuous improvement and fostering collaboration in IT service management. I value customer satisfaction, operational excellence, and innovation.