Robert Cannon Email & Phone Number

United States

Primary role includes creating, modifying and socializing processes and procedures as it pertains to ITSM Modules (Incident, Change, Problem, Request, and Knowledge). Secondary roll is to moderate and communicate Major Incident (MI) outages.

Oversaw Incident, Problem, and Change Management. Created and implemented processes improvements. Performed incident management metrics reporting. Member of the Emergency CAB responsible for approving emergency changes to restore services from critical outages. Member the Change Advisory Board (CAB) that meet daily to coordinate and approve change activities that were production impacting or business critical.● Helped establish a new Equifax command center.● Provided Mean Time to… Show more Oversaw Incident, Problem, and Change Management. Created and implemented processes improvements. Performed incident management metrics reporting. Member of the Emergency CAB responsible for approving emergency changes to restore services from critical outages. Member the Change Advisory Board (CAB) that meet daily to coordinate and approve change activities that were production impacting or business critical.● Helped establish a new Equifax command center.● Provided Mean Time to Recover (MTR) data to senior management and provided insight and direction on how MTR could be reduced. Equifax was able to achieve a 30% decline in MTR due to improved engagement of technical resources and by expanding knowledge of incident commanders.● Teamed with customer facing specialists to transform the technical root cause analysis to produce customer facing root cause documentation that could be provided to the customer.● Trained new and existing personnel on Equifax process, and ServiceNow in the US and UK.● Moderated Post Incident Review meetings with technical teams to determine root cause and preventive actions. Documented the meetings for technical internal review and less technical customer facing documentation.● Led daily Change Advisory Board (CAB) meetings to ensure upcoming changes meet Equifax requirements for documentation.● Presented training on Equifax process, procedure, and application knowledge to new Incident Managers as needed. Show less

Assigned by IBM to specific customers to provide incident and problem management support for that customer. Led technical bridge calls with technical teams to resolve outage situations with sending internal communications on status. After resolution of the incident collaborated with technical resources on root cause and preventive actions to prevent a recurrence.