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Information Technology professional with strong collaboration skills and extensive experience implementing and overseeing Incident, Change and Problem management processes, pursuing root cause analysis and remediation actions, working in fast-paced environments. Possess expertise with industry standard technologies and infrastructure including networking, cloud storage, middleware, databases and virtual infrastructure across infrastructure, application and cloud environments. Diplomatic self-starter that prioritizes continous improvement to maximize efficiency and directs teams to ensure that all protocols are diligently followed.
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Change And Problem ManagementCalstrs Jun 2023 - PresentWest Sacramento, Ca, Us -
Incident CommanderSalesforce Sep 2021 - Mar 2023San Francisco, California, UsSpearhead CIC response to multi-customer outages to ensure minimal impact, coordinate communications and drive teams for quick resolution. Manage lifecycle of all unplanned interruptions, malfunctions, and quality reductions of provided IT services. Communicate appropriate incident technical details to various audiences and report major system issues to upper management. Participate in corporate drills and team weekly exercises to ensure flawless execution. Team SLA targets = 90%. Achieved targets for my performance = 95%05 min SLA to acknowledge Major incident and 15 min SLA to send Executive communication.30 min SLA to send Field communication and provide Customer communication.45 min SLA to configure and send Webinar invitation.Host/present the webinar and field customer questions for large audiences (100s of customers) using Zoom and Webex.Use Marketing Cloud/ email studio to send targeted emails to Customers.Participate in Corporate drills and team weekly exercises to practice the IMS response process to ensure flawless execution. Monthly review and assess the root cause of incidents for all regions.Team focal point for continual review of playbook content. -
Incident And Change ManagerGainwell Technologies Dec 2016 - Sep 2021United States, UsSteer global cross functional teams to execute the Major Incident response process, distribute timely and meaningful communications to key stakeholders and produce post incident reviews. Train, coach and mentor associates on Incident Management process and Incident Analysis. Served as primary contact for Incident and Change concerns, execute account response to the 3rd party audit team for monthly SLA analysis.Partner with Service Manager on Problem Management reports for Customers and track annual Customer Satisfaction survey indicatorsProduced 15% increase in productivity by retraining teams, increasing recognition reaching record-breaking employee satisfaction scores.Incident Communications improved by 50% (Accuracy and Cadence).Reduced number of monthly audit findings submitted for review by 75%. -
Critical Incident Management Team LeadSafeway Mar 2008 - Jan 2012UsOversee 5 member team, supporting the Data Center Operation team to expedite the resolution efforts of Severity 1/High system outages. Ensure prompt response and troubleshooting steps, validate business impact/key production environment. Author communications that provide accurate and timely outage and restore information to management and stakeholders. Direct team work assignments, oncall calendar, projects and goals/objectives. Team Sharepoint Administrator. -
Client Services Representative, Infrastructure ProjectsHewlett-Packard Jul 2000 - Jan 2009Houston, Texas, UsSingle point of contact for project and delivery issues impacting prioritized Business systems for assigned accounts. Facilitate/prioritize resolution of Operational issues and drive IT standardization/service improvement projects, by planning, organizing, directing interdepartmental teams, and external vendors.
Sue Sexton Skills
Frequently Asked Questions about Sue Sexton
What company does Sue Sexton work for?
Sue Sexton works for Calstrs
What is Sue Sexton's role at the current company?
Sue Sexton's current role is IT Service Management.
What is Sue Sexton's email address?
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What is Sue Sexton's direct phone number?
Sue Sexton's direct phone number is +191620*****
What are some of Sue Sexton's interests?
Sue Sexton has interest in Cooking, Watching Social Media Explode, Reading, Pingpong, Refinishing Furniture, Learning About New Technologies.
What skills is Sue Sexton known for?
Sue Sexton has skills like Data Center, Itil, Project Management, It Operations, Incident Management, Change Management, It Outsourcing, Troubleshooting, Process Improvement, Sharepoint Administration, It Service Management, Business Process Improvement.
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