HHHaven Hoilett
@havenhoilett
Technical product and support analyst driving incident resolution and cross-functional operational excellence.
United StatesWhat I'm looking for
I am a technical product and support analyst with over 15 years' experience in incident management, live operations, and cross-functional coordination across enterprise and customer-facing platforms.
I have led large-scale client engagements, managed research and production support teams, and partnered with engineering, UX, and product to translate business requirements into actionable strategies and post-launch runbooks.
My achievements include improving SLA compliance, creating incident runbooks, administering Zendesk and JIRA, automating UNIX batch processes, and coaching teams to enhance candidate and customer experiences.
Experience
Work history, roles, and key accomplishments
Principal Engagement Manager
Vetting Source
Nov 2017 - Present (8 years 1 month)
Lead corporate client engagements and manage research teams for executive and IT recruiting, improving cross-team alignment and candidate experience. Coach sourcing strategies and advise clients on HR process and service-level improvements.
TRProvided Tier 2 support for appellate court systems, coordinated cross-functional teams to resolve incidents within SLA and led requirements gathering, QA testing, and post-launch reviews to improve client-facing features.
COMonitored live operations and coordinated outage bridges across Xfinity Home Security, Mobile, and Video Systems, managing escalation protocols and resolution metrics to maintain service continuity.
TGLed Agile sprint planning and JAD sessions, managed QA and UAT cycles, and conducted VCD reviews to ensure requirements coverage and iterative improvements to user experience.
TGManaged UNIX build processes and WebSphere deployments, administered PVCS, and coordinated code elevation with change management to ensure stable production releases.
TGLed incident response for Netcentric and third-party applications, coordinated production and DR upgrades, and developed UNIX shell scripts and automated batch jobs to reduce operational overhead.
Education
Degrees, certifications, and relevant coursework
LULa Salle University
Bachelor of Science, Management Information Systems
Completed a Bachelor of Science in Management Information Systems, graduating in May 2002.
Availability
Location
United StatesAuthorized to work in
Job categories
Interested in hiring Haven?
You can contact Haven and 90k+ other talented remote workers on Himalayas.
Message HavenFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
