Deric Joshua Robert

I've led SEV1/SEV2 and P1/P2 incident response for Shire Pharmaceuticals through HCL Technologies, managing 5–10 major incidents weekly and driving service restoration within SLA targets.

At Checkmarx, I managed 20+ enterprise cybersecurity support cases daily through Salesforce, prioritizing incidents by business impact and organizational risk. I also created RCA documentation and knowledge-base articles to reduce repeat incidents.

My experience spans healthcare EHR support at Arcadia Consulting Services and executive/VIP escalations for McAfee consumer products at Sutherland Global Services. I've improved support documentation, resolution consistency, SLA performance, and team capability through mentoring and training.

I'm ITIL 4 certified and work hands-on with ServiceNow, Salesforce Service Cloud, Jira, Zendesk, Remedy, Atlassian, Confluence, and Slack. I bring clear executive communication, disciplined bridge-call leadership, and practical corrective-action follow-through to high-impact service operations.