Cody McInnis

At Harvard University IT, I led service continuity and incident response for high-impact enterprise technology issues, coordinating technical teams, service owners, developers, and stakeholders from investigation through resolution. I drove a 79% reduction in Major Incident occurrence through redesigned processes, standardized workflows, training, documentation, and continuous improvement.

I bring seven years of business and IT experience across production support, root-cause analysis, requirements gathering, UAT, ServiceNow upgrades, and service desk operations. At Harvard Law School IT Services, I improved knowledge base searchability and supported the transition to fully remote education and work.