As a primary point of contact for all security incidents inside the Information Security Services Organization, this role effectively communicates with those in senior leadership as it relates to major cyber security events by coordinate all response efforts to those events caused by external threats. This is done by taking operational command of those major cyber security incidents and supporting the investigation, response, and recovery. Successfully demonstrate strong documentation skills, along with interpersonal awareness, proactivity, and a proven ability to deliver on multiple simultaneous cross-group dependent Incident Response efforts. When not improving the incident management capabilities of the team, worked alongside Cyber, Fraud, and Intelligence Teams to develop tactical response plans, playbooks and standard operating procedures to investigate and respond to day-to-day escalations.

The Outage Event Specialist is a Leadership role within the Communication Desk Operations Team which provides not only support, but direction and operational handling of Priority 1 and Priority 2 Major Incidents/Outages. Act as a subject matter expert and primary point of contact on both internal tool issues that affect our Customer Service Representatives from servicing our external customers as well as any major impact/outages that affect our customers and the services we provide them. As issues arise to a Priority 1 and Priority 2 major event, have a vast understanding of the impact to the external customer and/or Customer Service Representatives and work as quickly as possible to assist local support groups (ITSOC/NOC/ROC) with gathering all information needed to resolve the outage being experienced. Other responsibilities include tracking, escalating, and reporting any major outage to the Communications Desk Operations Leadership Team and providing timely updates as to the investigative efforts being undertaken as well as fix actions being performed.• As a new evolving position within the Communications Desk Operations Team, assisted with defining the role and creating the duties this role would undertake to add value/worth to Charter Communications• As this role became a more integral part of the organization, this necessitated Outage Event Specialists to become an on-call team for off hours support, in which I was tasked with and coordinated• Demonstrated strong interpersonal skills along with verbal and written communication, to restore normal service operations to the affected external Customers or internal Customer Service Representatives• Processed technical data from fix teams and translated that information into an Executive Level Communication which assisted those Leaders in making key decisions on how to handle the Priority 1 or Priority 2 level outages

As a Major Incident Manager utilizing the ServiceNow Ticketing system, I focused on leading incident resolution of major and worldwide critical incidents throughout GE’s global IT infrastructure in a heavily structured environment. I maintain high availability on systems and services globally to all GE Businesses. While working closely with users to gather details on the issue and assess the impact to the business, I utilized strong communication skills as well as operational authority. Effectively managed L2/L3/L4 technical teams simultaneously, via conference calls and group chats in Skype and Cisco Jabber. Interfaced with senior leadership and business leaders daily, providing clear and complete notifications related to ongoing outages that was occurring, by applying ITIL standards and best practices when resolving issues. Worked emergency proxy block tickets as it related to malicious website from the Security Team, which created a more secure network environment for GE as well as Windows based Active Directory request for file permissions/folders for individuals/groups.• During major service outage, served as the Communications Lead, demonstrating poise and command presence by effectively conveying status updates on bridges calls to business leadership.• Key resource on the team responsible for training 20 new Incident Commanders.• Team Project Lead for remodeling the command center work space. Gathered input from team members, researched work place ergonomics to identify equipment and furnishings that fostered a collaborative work environment in a 24/7 shared work space. Was recognized by Senior Leadership for doing an outstanding job. • Received four awards for help leading production outage and getting them resolved quickly, along with giving superior customer service.

Transitioned from contract employee to GE employee; Incident Manager. • Received award for excellence in handling mass service outage and maintaining a high degree of customer quality.

While on contract to GE, case managed incident ticket via HP Openview Ticketing System provided incident resolution and manual monitoring to several General Electric Company businesses by applying knowledge of information technology disciplines. This was done by leading multiple technical teams via instant messaging chats and bridge calls. This contract was transitioned to CompuCom.

Duties included the enforcement of Ohio State Laws, patrolling township roads, and assisting other agencies when requested. Other duties include issuing traffic and criminal citations, testifying in court on criminal cases, taking auto accident reports, the writing of case reports and doing follow up investigations when needed.• Named Office-In-Charge during Sergeant’s absence.• Responsible for training the entire department on a new report writing system.• Wrote two grants for new equipment totaling over $35,000.

Duties included the enforcement of Ohio State Laws, patrolling township roads, and assisting other agencies when requested. Other duties include issuing traffic and criminal citations, testifying in court on criminal cases, taking auto accident reports, the writing of case reports and doing follow up investigations when needed.• Responsible for the overseeing of a new report writing system in conjunction with Ohio Criminal Justice Services. • Set up of new computer systems and trained the entire department.• Managed evidence collection room, and the overseeing of equipment stock in all police cruisers.• County OVI Task Force Coordinator/Representative for department.• Fire Arms/Taser Instructor

Primary responsibilities include protection of company assets and preserving the safety of store associates and customers. Managed Asset Protection Detectives by teaching them the steps needed to make a lawful apprehension and the instructing of writing concise reports that contained apprehension guidelines along with completing daily/weekly/monthly/yearly audits.• Achieved a shrink rate of less than 1%, which was down from 2.75%.• Assisted General Manager/Operation Manager with a major store renovation which included a completely new CCTV system along with a new security/fire system for the store.

Responsibilities include preventing and detection of shoplifting activities, supervising Loss Prevention Officers, writing reports which contain apprehension guidelines, and completing daily, weekly, and monthly audits. Other responsibilities include responding to associate inquiries. The position demands an understanding of company policies and procedures and the ability to be thoroughly prepared for court. I report to the District Loss Prevention Manager.