At O’Reilly Auto Parts, I launched the Incident Management function and established standardized processes for engagement, prioritization, categorization, communication, and outage response.
I implemented an incident-management KPI framework for MTTD, MTTE, and MTTR, and introduced improvement processes that increased performance across these measures by 20% over the past year.
I guide seven NOC analysts and direct major incidents from detection through closure, coordinating triage, escalation, technical response, and executive communication. I also reduced outage-notification preparation time by 30–40% with standardized templates.
My earlier work includes NOC operations and network support at O’Reilly Auto Parts and Sprint via At-Tech and Ericsson Contracts, along with help desk support at University of Kansas Hospital via APEX Contract. I hold ITIL Foundation Certification and a Six Sigma Yellow Belt.
