Laura Igou Email & Phone Number

Celina, Tx, Us

United States

United States

Plano, Texas

Plano Tx

Providing oversight and Service Restoration activities for the enterprise in support of maximum system availability to the business and external customers Provide Major Incident support to Healthcare and Hospitals Business Critical Applications.- Capture all Major Incident details and update all necessary documents and databases- provide required notifications and updates on all Business Critical Incidents, insuring accurate and timely updates are provided outlining reported issue, business impact and steps to resolve and restore service- Participate in Post Mortem meetings and working with the Problem Management team, drive technical teams to define root cause- Provide daily updates on Major Incidents, including status, overview and insights- Responsible for information dissemination of Major Incidents to internal teams- Liaison with Technical Services, Product Support and Development Teams to ensure swift resolution of BCI incidents within SLA targets- Participate in the review of Critical and High incidents situations.- Ensure that Incident Management KPIs are reported and their targets met- Build strong linkages with all core ITIL processes as part of the end-to-end process- A representative to other core ITIL Process Teams for continued Incident Improvements- Detection, reporting, initial problem support and prioritization of all incidents are effectively and consistently applied- Work with Problem Management Team, conduct post incident analysis and ensure accurate root cause of incidents is published, appropriate preventive actions are identified and tracked, and ensure elimination of future service interruptions are minimized- Recommendations for service process improvement plans- Design and continually improve processes and metrics- Work closely with Change Management Team on major incidents and where applicable correlate them to requested changes

Dallas/Fort Worth Area

Worked to deliver process and procedure documents for the company as a whole. To standardize process and procedures moving forward for the company.

Dallas/Fort Worth Area

- Conducted weekly, bi-weekly, monthly and quarterly reviews with the clients and stakeholders- Provided MTTR analysis including, Reporting, identification of issues, root cause analysis, tracking- ITIL Based, Process Driven- FCR analysis including, actions that can be taken to simplify and improve the overall handling of incidents/requests and identifying problems- Detected reoccurring anomalies which include tracking events, incidents/requests and access issues to address and/or create problem tickets for such events.- Ticket Compliance and audits to ensure that all tickets are compliant with the documented process, procedures and work instructions that were outlined by the company- Simplify, Shift or Eliminate (SSE) methodology - Management Reporting and Review involved Adhoc and defining actions and tracking their resolutions. Measuring Critical Success Factors(CSF) and Key Performance Indicators(KPIs)- Completed standard reporting for each client which includes Volume, Aging, MTTR, On-time Delivery, Incident Compliance, Proactive Problem Analysis, Action Items and Creation Reports- Worked in a Cross Functional Team environment- Worked with Service Now to data mine tickets, work with Escalated issues, track re-assignments and re-works, look for Quality Compliance, pull reporting, access Knowledge Base Articles.- Created Technician Training material for Service Now

Allen, Texas

Dallas/Fort Worth Area

Plano, Texas

Marshalltown

Support Oracle for our Business End Users after the Go Live. I also lead our Teams Globally for all of our IAT(Instance Acceptance Testing) within our Oracle Application. This ensures that all changes made by other divisions of Emerson do not harm our Business System.

Created the Fisher Valves Service Desk from Ground up. Assisted customers with all their application or IT issues. Liaison between Customer and our Corporate Service Desk.Central Hub for all issues with in our Valves Organization. Created the central contact point when issues arise in our Shipping locations.Created new user accounts within our in house application and organized for new locations to come on board.

Pre-Law Studies

Ba It Business Administration, Business Administration, Management And Operations

Associate Of Arts (Aa), Computer Systems Networking And Telecommunications

Activities and Societies: Dean's List for Acedemic Excellence

Computer Science