# Cannon Carlock

Cannon Carlock is a remote worker on Himalayas, Incident Management Specialist II at O'Reilly Auto Parts, based in United States.

Source: https://himalayas.app/@cannoncarlock

```text
Incident Management Specialist II at O’Reilly Auto Parts who launched the incident-management function and improved response metrics by 20%.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | United States |
| Authorized to work in | United States |
| Salary expectations | 90k+ USD |
| Job categories | Incident Manager |
| Skills | Major Incident Management, Incident Command, IT Service Management, Incident Response, Escalation Management, Incident Management, Root Cause Analysis, Post Incident Review, Runbook Development, Executive Communication, Stakeholder Coordination, NOC Operations, Process Improvement, SLA and Response Metrics, ITIL V3 Or V4 Foundation |

## About

```text
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.
```

## Experience

### Incident Management Specialist II (current)

[O'Reilly Auto Parts](https://himalayas.app/companies/o-reilly-auto-parts). Jan 2024 - Present

```text
Launched the Incident Management function and established standardized processes for engagement, prioritization, categorization, communication, and outage response. Implemented KPI framework improving MTTD, MTTE, and MTTR by 20% and reduced outage-notification preparation time by 30-40%.
```

Skills: Incident-Management, Major-Incident-Management, IT-Service-Management, Executive-Communication, Escalation-Management, Root-Cause-Analysis, Post-Incident-Review, Runbook-Development, Jira, Confluence, PagerDuty, Dynatrace, KPI-development, Process-Improvement

### NOC Analyst II

[O'Reilly Auto Parts](https://himalayas.app/companies/o-reilly-auto-parts). Jan 2023 - Dec 2023

```text
Monitored enterprise infrastructure, investigated alarms, and resolved network events. Partnered with IT teams to strengthen monitoring, improve escalation paths, and maintain outage timelines.
```

Skills: Network-Operations, Monitoring, Incident-Response, Escalation-Management, Infrastructure, Networking

### NOC Analyst I

[O'Reilly Auto Parts](https://himalayas.app/companies/o-reilly-auto-parts). Aug 2019 - Dec 2022

```text
Monitored network operations and supported incident response activities.
```

Skills: Network-Operations, Monitoring, Incident-Response

### Lead NOC Network Technician

Sprint via At-Tech and Ericsson Contracts. Oct 2016 - Jul 2019

```text
Mentored and trained NOC technicians, managed executive notifications for critical trouble tickets, and supported network outage resolution. Documented outage timelines and updated operating procedures.
```

Skills: Network-Operations, Mentorship, EC-Notifications, Incident-Management, Documentation

### Sales Representative

Penn Tool. May 2016 - Oct 2016

```text
Built customer relationships, identified business needs, and recommended appropriate solutions.
```

Skills: Sales, Customer-Relationship-Management

### NOC Network Technician Contractor

Sprint via At-Tech and Ericsson Contracts. Jun 2015 - May 2016

```text
Provided network operations support and resolved network issues.
```

Skills: Network-Operations, Troubleshooting

### Help Desk Technician Contractor

University of Kansas Hospital via APEX Contract. Mar 2015 - Jun 2015

```text
Provided phone, email, and onsite support; resolved Remedy tickets and printer, hardware, driver, and network configuration issues. Installed and upgraded software including Adobe, Imagenow, and Microsoft Office.
```

Skills: Help-Desk, Remedy, Troubleshooting, Software-Installation, Hardware-Support, Network-Configuration

### Telecom Technician

Sprint via At-Tech and Ericsson Contracts. Jul 2014 - Jan 2015

```text
Supported telecommunications infrastructure and network operations.
```

Skills: Telecommunications, Network-Support

## Education

### Johnson County Community College

Associate of Applied Science, Information Technology and Networking

```text
Associate of Applied Science in Information Technology and Networking from Johnson County Community College.
```

## Tech stack

- Jira
- PagerDuty
- Linux
- Windows Server
- Confluence
- VMware vSphere
- Citrix
- Dynatrace

To contact Cannon, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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