I am a strategic Incident Management specialist with a proven history of leading high-pressure technical bridges for global financial networks. Throughout my career, I have focused on ensuring service availability, implementing ITIL frameworks, and conducting deep-dive Root Cause Analysis (RCA) to solve complex infrastructure challenges.
Currently, I serve as an IT Infrastructure Analyst within the higher education sector, where I manage critical infrastructure.
Professional Background
- Infrastructure & Security: My current work involves managing Windows Server (Active Directory), Azure AD, and Hyper-V environments. I specialize in researching CVE notices and providing technical roadmaps to close security flaws.
- Major Incident Management: During my time at Clover Network (FiServ), I orchestrated Technical and Business Incident Bridges, maintaining a <1 minute response rate over 10,000+ on-call hours.
- Operational Strategy: I have driven ITIL process implementation through collaboration with global partners like Apple and Google.
- Data & Impact Analysis: I serve as a primary contact for senior leadership, delivering analytics on financial impact, transaction volume disruption, and merchant counts during critical outages.
Beyond the Screen
I am a firm believer in using my technical skills to support my community, providing pro-bono technology consulting to local businesses to ensure their operational continuity. Outside of work, I am an avid motorcyclist and self-taught mechanic, a musician, and an enthusiast for retro-computing.