• Manage and resolve incidents proactively, supporting major incidents as needed and driving efforts to prevent future occurrences.• Identify and implement enhancements to incident and problem management processes, ensuring alignment with ITIL practices and organizational goals.• Utilize monitoring tools to detect risks, maintain oversight of incident management activities, and ensure documentation and standards are followed.• Collaborate with Managed Service Providers and internal… Show more • Manage and resolve incidents proactively, supporting major incidents as needed and driving efforts to prevent future occurrences.• Identify and implement enhancements to incident and problem management processes, ensuring alignment with ITIL practices and organizational goals.• Utilize monitoring tools to detect risks, maintain oversight of incident management activities, and ensure documentation and standards are followed.• Collaborate with Managed Service Providers and internal teams to effectively resolve incidents and maintain productive relationships.• Develop KPIs for incident management, create monthly presentations on metrics, and identify opportunities for process improvements.• Ensure compliance with applicable policies and procedures while following industry best practices in incident and problem management. Show less

• Acted as the primary liaison between business operations and MIS/IT to gather requirements and plan and implement technology solutions.• Worked directly with business areas to provide solutions for immediate issues, utilizing tools in the technology portfolio.• Assisted in finding and implementing technical solutions based on identified business needs.• Monitored day-to-day events through existing support tools and liaison role to review the efficiency of existing technology.•… Show more • Acted as the primary liaison between business operations and MIS/IT to gather requirements and plan and implement technology solutions.• Worked directly with business areas to provide solutions for immediate issues, utilizing tools in the technology portfolio.• Assisted in finding and implementing technical solutions based on identified business needs.• Monitored day-to-day events through existing support tools and liaison role to review the efficiency of existing technology.• Provided higher-level support for issues not resolved through the support escalation process. Show less

• Managed a team with similar skill sets, serving as a lead for departmental technical analysis and related projects.• Managed, motivated, organized, and controlled staff and consultants.• Managed staff to ensure timely resolution of service requests and help desk tickets, and adequate coverage during business hours.• Assisted in the development of strategic, mid-term, and short-term plans; communicated plans to all constituents.• Created requirements for the department based on… Show more • Managed a team with similar skill sets, serving as a lead for departmental technical analysis and related projects.• Managed, motivated, organized, and controlled staff and consultants.• Managed staff to ensure timely resolution of service requests and help desk tickets, and adequate coverage during business hours.• Assisted in the development of strategic, mid-term, and short-term plans; communicated plans to all constituents.• Created requirements for the department based on business short- and medium-term plans. Show less

• Monitored and responded to security and operational alerts, incidents, and requests in a timely manner.• Investigated and analyzed incidents to determine root cause, impact, and appropriate resolution.• Coordinated with other teams to escalate incidents as needed and ensure timely resolution.• Documented incident details, actions taken, and resolutions in incident management systems.• Identified and recommended improvements to incident response processes and procedures to… Show more • Monitored and responded to security and operational alerts, incidents, and requests in a timely manner.• Investigated and analyzed incidents to determine root cause, impact, and appropriate resolution.• Coordinated with other teams to escalate incidents as needed and ensure timely resolution.• Documented incident details, actions taken, and resolutions in incident management systems.• Identified and recommended improvements to incident response processes and procedures to enhance efficiency and effectiveness. Show less

• Monitored and managed cyber network operations to detect and respond to security incidents, ensuring the availability, integrity, and confidentiality of information.• Conducted analysis of network traffic and security events to identify potential security incidents and vulnerabilities.• Coordinated with other units and agencies to escalate and respond to cyber incidents, following established incident response procedures.• Documented incident details, actions taken, and lessons… Show more • Monitored and managed cyber network operations to detect and respond to security incidents, ensuring the availability, integrity, and confidentiality of information.• Conducted analysis of network traffic and security events to identify potential security incidents and vulnerabilities.• Coordinated with other units and agencies to escalate and respond to cyber incidents, following established incident response procedures.• Documented incident details, actions taken, and lessons learned to improve incident response capabilities.• Provided technical expertise and guidance to enhance the overall security posture and incident response capabilities of the organization. Show less