* Responsible for facilitating the full IT Incident Management lifecycle, from ingestion of reportedincident candidates, through triage and prioritization, on to mitigation and restoration.* Strong knowledge base of the American Airlines Incident Management process and its role andinteraction with the greater internal ITIL lifecycle (e.g. Change Management, Problem Management,etc.).* Foundational understanding of the engagement process and urgency needed to engage… Show more * Responsible for facilitating the full IT Incident Management lifecycle, from ingestion of reportedincident candidates, through triage and prioritization, on to mitigation and restoration.* Strong knowledge base of the American Airlines Incident Management process and its role andinteraction with the greater internal ITIL lifecycle (e.g. Change Management, Problem Management,etc.).* Foundational understanding of the engagement process and urgency needed to engage necessaryresources given a variety of situations.* Proven ability to build, cultivate, and promote strong relationships with internal customers at alllevels of the organization both internally and externally.* Able to dynamically prioritize, assess, and manage multiple incidents simultaneously.* Responsible for the daily facilitation and lead of technical calls during major severity incidents todrive teams to quick restoration or mitigation of outages, enhancing operational resiliency andstability.* Experienced in utilizing tools such as BigPanda and Dynatrace to aid in the early detection of faultswhich would be prone to lead to high severity incidents, and proactively engaging resources toaddress those faults, preventing potential impact and reducing mean time to recovery (MTTR).* Strong call control and incident management skills under fast-paced, high-stress situations, withorganizational and corporate reputations on the line.* Able to consistently produce easily consumable and content-rich documentation from the incidentresponse for use by Problem Management, which has led to the success of American Airlines’adoption of the “Five Whys” Problem Management methodology.* Began role at American Airlines as a Junior Business Analyst (Level 2) supporting the IncidentManagement team, and was promoted to Major Incident Manager due to high performance in thatrole. Show less

Assisted in day-to-day property management projectsCreated and updated all listings weeklyIntegrated all marketing materials to represent the company ideology uniformly Integrated company strategies in sales department to raise recognition and uniformityFacilitated and acted as broker for both buyers and sellersUsed consultative sales techniques to raise sales by 5%

• Mentored new employees regarding menu items, company policies and procedures, working closely with the management staff • Educated customers on available product options to improve customer service experience • Developed customer satisfaction measurement methods• Provided high-quality customer service to optimize customer purchasing and payment process• Exceeded sales goals by an average of 10% for three consecutive months during the summers• Prioritized orders… Show more • Mentored new employees regarding menu items, company policies and procedures, working closely with the management staff • Educated customers on available product options to improve customer service experience • Developed customer satisfaction measurement methods• Provided high-quality customer service to optimize customer purchasing and payment process• Exceeded sales goals by an average of 10% for three consecutive months during the summers• Prioritized orders in a timely manner, developed a priority metric for customers’ orders• Demonstrated valuable knowledge across all food service departments Show less