Incident Management Specialist
Orange business
Total years of experience :2 years, 5 Months
Identified and resolved the root cause of recurring hardware issues, preventing downtime and ensuring 99.9% system uptime. Utilized advanced diagnostic tools (e.g., network scanners, performance monitors) to pinpoint root causes quickly and efficiently, exceeding SLAs by 15%. Effectively communicated technical information to non-technical stakeholders, facilitating collaboration and timely resolution. Conducted in-depth analysis of incident reports, identifying key trends and implementing targeted solutions that reduced customer support issues by 60% and improved overall customer satisfaction by 25%. Escalated critical incidents to senior engineers with clear communication and documentation, ensuring swift intervention and minimal impact. Maintained a 100% compliance rate with established policies, procedures, and security best practices. Developed comprehensive incident reports for stakeholders, providing valuable insights into root causes and recommended corrective actions.
Technologies: ServiceNow, Cisco DNAC, Cisco vManage, LAN/WAN, CCNP, SD-WAN, Firewalls, Zscaler Zero Trust Exchange, Wireshark, Troubleshooting and Diagnostic Tools.
Successfully tracked and resolved all discrepancies in material and equipment deliveries, maintaining project timelines Successfully managed multiple stakeholders throughout a large-scale project to ensure timely and cost-effective completion. Monitored and tracked project progress, budget spending, and timeline to ensure compliance with key criteria, while establishing and communicating project requirements to all stakeholders. Maintained quality assurance parameters and facilitated effective coordination between site operations and the head office by preparing weekly progress reports and resolving issues in accordance with customer requirements. Managed the utilization of over $100, 000 in purchase orders over the course of one project. Cultivated strong and lasting relationships with clients by delivering innovative operational solutions that drive process improvements and fulfill their specific needs.
Technologies: Oracle, Digital Workflow Management, Procurement Planning and Project Management Tools.
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