Incident and Major Incident Management: - Lead and streamline incident response efforts, significantly reducing business impact and service restoration times. - Innovate documentation and analysis processes, enhancing decision-making for senior leadership. - Championed the Post Incident Review process, yielding actionable insights that reduced major incident occurrence.Problem Management: - Spearheaded end-to-end problem management, improving system reliability and reducing incident rates. - Implemented advanced trend analysis, identifying and mitigating potential issues before impact.Process Ownership and Management: - Developed and executed process optimization strategies, resulting in an increase in operational efficiency. - Ensured all documentation meets the highest standards of compliance, coordinating with internal and external regulatory bodies (3LoD). - Collaborated closely with the platform team to enhance process functionality and efficiency through ServiceNow enhancements and self-service development.

In a fast-paced role at GE Digital's Global Operations Center, I led technical issue triage with a focus on rapid service restoration. Specializing in ITSM Incident Management, I played a pivotal role in coordinating with system, infrastructure, and support teams to ensure global service reliability.Highlights: - Rapid Incident Response: Led quick resolution of outages, emphasizing efficient service restoration. - Incident Management: Oversaw high-priority incidents, maintaining control under pressure and ensuring timely resolutions. - Communication: Crafted clear, audience-tailored outage communications, simplifying complex IT concepts. - Process Improvement: Integrated Problem Management processes, enhancing operational efficiency and response strategies. - System Monitoring & Cybersecurity: Managed system and network monitoring, improving performance and security through proactive measures. - Leadership: Oversaw the contract and overnight as a team lead. Coordinated scheduling, handled conflict resolution, and acted as the subject matter expert when a team member required assistance.

~ Supported banking and ATM technicians using the Remedy ticket system to troubleshoot incoming service and incident calls~ Trusted with access to multiple banking systems and their customers private information, including banking account and credit card service databases~ Assisted customers who would range from bank tellers with minimal technical knowledge to Diebold technicians who were veterans in their field

~ Resolving guest inquiries by clarifying desired information; researching, locating, and providing answers. ~ Enhanced the guest experience by implementing resolutions and solutions, and opportunities to sell additional services to compliment the guest’s day at the park.~ Assisted large parties in the organization and planning of their visit to the park, ranging from large church gatherings to company buy-out days~ Teamed daily with other departments to answer questions and provide information to guests. ~ Tasked with purchasing passes and tickets for guests through Cedar Fair's system, as well as handling refund requests.~ Recognized by administration for dealing with difficult customers and high return visitor relations