Major Incident Management·Owns/drives restoration and coordinates efforts for Asurion Major Incidents across multiple support teams·Identifies own goals and determines how to achieve them; works independently·Can detect underlying problems and patterns. Looks beyond the obvious·Establishes command and control structures for Major Incident Management that dynamically expand depending on the situation·Fosters and evangelizes web-scale IT best practices for Major Incident Management including detection, triaging, assessment, troubleshooting, and restoration·Identify problems and implement solutions that address site and infrastructure resiliency, availability, and performance issues·Work with Level 3 and Level 4 support organizations in understanding their technologies and facilitating knowledge transfer to lower-level support teams·Mentors others as necessaryProblem Management·Leads and directs problem management efforts leveraging diverse functional and technical teams, including architects, systems engineers, IT security, IT production, and IT support staff·Establish and maintain all related process and service standards and policies·Serve as the Process Owner for both functions and provide leadership in establishing the authority and governance rigor surrounding these processes·Work and advise directly with the Sr. IT Leadership team for awareness and escalations related to the noted processes to maintain the appropriate level of understanding of risk and mitigating activity support·Champion improvement items through their tactical action plans as a key stakeholder.·Develop, monitor, and manage to an appropriate set of metrics and reports for the process teams, line managers, executive team, and business management functions·Comply with proper internal controls as necessary to conduct job functions and/or carry out responsibilities and/or administrative activities at the Company·Perform special projects and/or activities as may be assigned

As the ASOC Manager at Asurion, I spearheaded the organization, management, and advancement of Asurion's 24/7 Security Operations Center, reporting directly to the Director of Global Physical Security. My primary mission was to ensure a safe and secure environment for employees, assets, properties, and resources, aligning with the company's vision of excellence.Key Achievements:Established robust relationships with cross-functional teams including Security, Legal, Human Resources, Supply Chain, and Retail Operations, facilitating seamless collaboration in risk/threat monitoring, analysis, and response.Directed a diverse team in collecting, assessing, and reporting relevant threat intelligence, shaping effective response strategies to mitigate potential risks.Implemented and enhanced Standard Operating Procedures (SOPs) to streamline ASOC service delivery, ensuring consistency, measurability, and adherence to best practices.Adopted a continuous improvement approach, regularly assessing ASOC operations and performance to identify and implement data-driven enhancements.Leveraged advanced technology to monitor cargo shipments, manage deviations, and provide real-time reports to leadership.Provided comprehensive insights into ASOC technologies and transactions, supporting informed decision-making by Asurion leadership.Led or supported investigations and surveillance operations, collaborating with functional leaders to devise effective strategies and actions.Delivered high-impact executive-level presentations, utilizing compelling data, visuals, and language to capture audience attention and drive key messages.

As the Technology Operations Center Manager at Asurion, I led the management of US Operations, Global Incidents/Events, and first-level application support for the Asurion Technology Operations Center (ATOC). Reporting directly to senior leadership, I played a pivotal role in ensuring the smooth functioning of critical applications, hardware, and network infrastructure, with a strong focus on reducing Mean-Time-To-Restore and enhancing internal customer experience.Key Achievements:Successfully managed and advanced first-level service and support of enterprise issues, driving rapid problem-solving, continuous process improvement, and data/service quality enhancement.Led a diverse team operating 24/7, fostering strong relationships with technical support teams, business groups, and cultures across the enterprise to support ATOC operations effectively.Provided technical guidance, set priorities, and determined project directions, resulting in efficient project execution and client support.Cultivated strong analysts and junior leaders through coaching, mentoring, and performance-driven individual/team development, contributing to departmental evolution and growth.Acted as a point of contact and advocate between business partners and ATOC, managing senior leadership expectations and fostering collaboration across functions, organizations, and geographies.Aligned ATOC strategic vision and agenda with business partners, ensuring commitment and support while promoting customer satisfaction and quality service.Demonstrated functional expertise in business partners’ processes and models, maintaining a working knowledge of Asurion's applications and system integration to anticipate cross-system impacts.Leveraged Asurion development and operations methodologies to deliver ATOC projects on time and within budget, communicating risk assessments to senior leadership and ensuring appropriate resource allocation.

As an ATOC Shift Lead at Asurion, I played a crucial role in ensuring operational efficiency and effectiveness during my respective shift. Reporting to the ATOC Manager, I served as the primary point of contact for operational concerns, tasks, or issues, leading a team of technically competent IT staff to deliver high-quality service and performance within the ATOC.Key Responsibilities:Led a shift comprised of 5-8 technically competent IT staff, ranging from new graduates to those with 3-4 years experience, in Application Monitoring, Infrastructure, and/or Service Desk environments.Distributed daily workload via workstation assignment, ensuring team members rotated on all workstations, including myself as the Shift Lead.Managed intake Tier-1 escalations, converting them to management escalations as needed, and provided input during performance reviews.Coordinated lunches and breaks to maintain proper workstation coverage, facilitating Shift-Handover calls and providing Shift-Handover Reports.Updated shift training status to Management/ATOC OE for new intake tasks, ensuring continuous improvement and readiness.

As an Operations Engineer II at Asurion, I served as a pivotal member of the Technology Operations Center (ATOC) team, contributing to the seamless operation and optimization of critical IT infrastructure and services. Reporting to the ATOC Manager, I played a key role in ensuring operational efficiency, reliability, and performance to support Asurion's mission-critical systems.Key Responsibilities:Executed complex, cross-functional projects to enhance the stability and scalability of Asurion's IT infrastructure, collaborating closely with internal teams and stakeholders.Monitored and maintained Asurion's critical applications, hardware, and network infrastructure, proactively identifying and resolving issues to minimize downtime and ensure optimal performance.Leveraged technical expertise to troubleshoot and resolve escalated incidents and service requests, adhering to defined SLAs and best practices.Contributed to the development and implementation of operational processes and procedures, driving continuous improvement and automation initiatives to streamline operations and enhance efficiency.Provided technical guidance and mentorship to junior team members, fostering their professional development and growth within the organization.Acted as a point of contact for operational concerns and issues during designated shifts, collaborating closely with the ATOC Manager and other team members to ensure effective communication and resolution.

Recruit the best and brightest across the broadest landscape into the United States Air Force.

Troubleshoot, repair and install radio/satellite communication systems for command and control of the Minuteman III ICBM.