Open to opportunities

Freddie Coleman

@freddiecoleman

Message

Incident commander and IT engineering lead driving reliable, secure enterprise operations.

United States

Message

What I'm looking for

I seek a leadership role managing incident response and infrastructure reliability at a mission-driven tech organization that values operational excellence, collaboration, and measurable uptime improvements.

I am an Incident Commander and IT engineering leader with extensive experience managing major incidents, leading cross-functional technical teams, and improving infrastructure reliability for large enterprises. I have led incident response and RCA efforts, coordinated global teams during outages, and driven problem management to reduce repeat incidents.

Throughout my career I have led service desk and engineering teams supporting thousands of customers and millions of users, delivered large storage and virtualization projects, and ensured compliance with PCI, SOC, SOX, and SEC requirements. I hold certifications including AWS CCP, ITIL v3, EMCISA/EMCSA, MCP, CompTIA Network+, and Juniper JNCIA, and I focus on operational excellence, clear communication, and measurable improvements to availability and performance.

Experience

Work history, roles, and key accomplishments

Current

Incident Commander

Current

Imperva

Jan 2022 - Present (3 years 8 months)

Manage major incidents by leading conference bridges, coordinating outage recovery and technical triage, and driving RCA discussions to improve infrastructure and problem management.

Incident Management Root Cause Analysis Cross Functional Collaboration Escalation Management Problem Management Incident Response SLA Management

Lead Service Desk Engineer

Imperva

Jan 2020 - Jan 2022 (2 years)

Led North America service desk supporting 6,000+ customers, provided escalation path for core systems, and implemented improvements to boost team performance and customer satisfaction.

Escalation Management Customer Support Knowledge Management Ticketing Systems SLA Management

Lead IT Engineer

Alkami Technology

Jan 2018 - Jan 2020 (2 years)

Led IT team for a company exceeding $130M ARR, implemented systems and policies to ensure PCI, SOC, SOX and SEC compliance, and supported internal environment for 8M+ users.

PCI Compliance SOC SOX Systems Implementation Security Posture Infrastructure Management Policy Development

Storage Services Sr. Analyst

NTT Data

Jan 2016 - Jan 2018 (2 years)

Led enterprise storage delivery contributing to a $121M infrastructure contract, provisioned and maintained 3.5PB managed storage, and improved monitoring to maintain 99% SLA compliance.

Storage Provisioning SLA Management Monitoring Managed Services Capacity Planning

Storage Services Sr. Analyst

Dell

Jan 2013 - Jan 2016 (3 years)

Defined and maintained global production data resources, gathered requirements and implemented storage solutions, and collaborated with stakeholders to support 20 storage arrays.

Requirements Gathering Solution Design Data Management Storage Arrays Implementation

Systems Administrator

Apex Clearing Corp.

Jan 2012 - Jan 2013 (1 year)

Deployed and provisioned EMC Symmetrix VMAX, VNX and Dell storage, provisioned ESXi hypervisors, and implemented FCoE storage to reduce OPEX by 50%.

EMC VMAX VMware ESXi FCoE Virtualization Storage Provisioning

Systems Administrator

Penson Financial

Jan 2005 - Jan 2012 (7 years)

Provisioned and supported 1,000+ mission-critical Windows servers and managed a VMware environment of 1,100+ VMs while administering EMC DMX, CLARiiON, VNX and Isilon storage.

Windows Server VMWare Virtualization EMC DMX Isilon Storage