Senior Member of newly organized Major Incident Management Team, focusing on training and standardizing training across our US, Ireland, and India sites. Also, Global Training Coordinator for Fidelity Service Center. Successfully trained three associates in becoming a Major Incident Manager. Perform all process retrospectives and reviews for the team. Performs Major Incident Management for high-impact incidents.

Process owner of Center of Excellence - Crisis Management

Managed a three-person team that provided ITSM process guidance to Enterprise Cybersecurity, Cloud and Platform Engineering, and Advanced Process Solutions teams. Successfully rebuilt change management processes for the firm’s Customer Protection Team and successfully led the Cloud (Stratum) Team’s migration from Apigee to the firm’s internal Stratum solution.

Managing a team of 4 experienced team members in Uruguay and the US. Under my leadership, all team members successfully completed the following: 1) worked through 2020 with limited resources due to COVID furloughs and still provided world class incident management coverage, 2) All team members have completed Google Cloud Platform Foundations training, 3) Completed revamped focus and become Major Incident Managers (Focus on Priority 1/Multiple Customer Priority 2 incidents, reactive Problem Management and team mentoring. Along with being the people manager of the Major Incident Management Team, my accomplishments have been: 1) implemented the Major Incident/Incident Management model to provide a solid career path for our team, 2) Mentor my team to become future leaders in Sabre, 3) Exposing and working to integrate the Major Incident Managers into Problem and Change Management

Developed processes and documentation for the building of Level 1 Command Center within Sabre. Established requirements for automation tooling within ServiceNow Event Management, designed monitoring dashboarding for ServiceNow Event Management. Developed, trained users and delivered Knowledge Base for Mid-Range Operations Team to current Operations Staff, Service Owners and other personnel. Provide Incident Management coverage which included providing leadership on incident calls, drove recovery, and owned the response for critical severity incidents, where contractual or financial impacts are at risk. Understood our customer’s line of business, including customer critical services as well as the applications and infrastructure components supporting those businesses and services. Performed emergency change management. Provide a single point of contact for the customer in 3 major revenue generating areas of their business. Perform and document deep dive investigations for high impact incidents root cause/process and system improvements enterprise wide.• Become ITIL Foundations v3 Certified in Sept 2016• Focal point for problem management and escalation, change/maintenance window management, process implementation, executive, management, team and customer communications.• Coordinate and direct technical teams, escalating and communicating in a timely fashion the status of major incidents and problems with IT teams support and business stakeholders, including executive management.• Ensure all executive management notifications clearly state problem and recovery steps taken by the team to resolve the incident.• Enforce problem and change management guidelines to minimize customer service affecting time (>30 minutes per outage) and exceed SLA targets (<98%) for availability.

• Direct client interface with senior executive management of Avis Budget Car Rental• Focal point for problem management and escalation, change/maintenance window management, process implementation, executive, management, team and customer communications.• Coordinate and direct technical teams, escalating and communicating in a timely fashion the status of major incidents and problems with IT teams support and business stakeholders, including executive management.• Ensure all executive management notifications clearly state problem and recovery steps taken by the team to resolve the incident.• Enforce problem and change management guidelines to minimize customer service affecting time (>60 minutes per outage) and exceed SLA targets (<98%) for availability.

• Managed recovery activities during revenue impacting issues for Honeywell, Avis Budget Rental Car and Ally Financial commercial accounts. • Focal point for problem management and escalation, change/maintenance window management, process implementation, executive, management and team communications.• Performed executive customer communications between IBM and supported accounts.• Scheduled/developed all in house training for India Operations Team.• Enforce problem and change management guidelines to minimize customer service affecting time (>120 minutes per outage) and exceed SLA targets (<98%) for availability.

• Managed day to day functions of Off-Shift Mainframe Operations Team and to implement processes from first line management. • Focal point for problem management and escalation, change/maintenance window management, process implementation, executive, management and team communications.• Verified proper Operations Team coverage and verified that time sheets are recorded on-time.• Scheduled all in house training for Operations Team and developed training opportunities for staff• Led cross-discipline ad hoc teams of IT subject matter experts in complex diagnostics of root cause analysis. Documented lessons learned to help expand a knowledge base and improve efficiencies.• Managed maintenance change window during which 1000+ change activities were performed monthly while achieving or surpassing the goal of less than 1% operational errors. .

• Managed day to day functions of Off-Shift Web Hosting Operations Team and to implement processes from first line management. • Focal point for problem management and escalation, change/maintenance window management, process implementation, executive, management and team communications.• Verified proper Operations Team coverage and verified that time sheets are recorded on-time.• Scheduled all in house training for Operations Team and developed training opportunities and disaster preparedness procedures for staff.• Led cross-discipline ad hoc teams of IT subject matter experts in complex diagnostics of root cause analysis. Documented lessons learned to help expand a knowledge base and improve efficiencies.

• Provided technical support for IBM PC and Thinkpad users.• Specialized in Lotus Notes, Netscape, remote systems access and system configuration.