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Monica Bryant

@monicabryant

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IT Service Management professional with expertise in incident, problem, and change management.

United States

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What I'm looking for

Highly skilled IT Analyst with extensive experience in incident detection, classification, resolution, and root cause analysis. Adept at monitoring IT systems, ensuring SLA compliance, and coordinating between IT teams and stakeholders to minimize operational disruptions. Strong technical expertise in incident tracking tools, ITIL frameworks, and service management best practices.

IT Service Management (ITSM) professional with expertise in incident, problem, and change management. Skilled in ITIL frameworks, Agile methodologies, and ServiceNow, with a proven track record of reducing problem records and enhancing incident resolution efficiency. Adept at stakeholder communication, vendor management, and process improvement. Certified in ITIL V4 and Scrum Master, with experience leading cross-functional teams, conducting root cause analysis, and optimizing IT service delivery. Strong analytical and leadership skills, ensuring seamless IT operations and continuous service improvement.

Experience

Work history, roles, and key accomplishments

ITSM Analyst IV

CSAA Insurance Group

Sep 2021 - Sep 2024 (3 years)

• Monitored incident reports from multiple sources, ensuring accurate logging, impact assessment, and priority classification
• Managed high-severity incidents coordinating response efforts across IT teams to ensure timely resolution
• Conducted post-incident reviews, analyzing root causes and recommending preventative solutions
• Tracked incident performance against SLAs

Service Delivery Manager

Apex Systems

Jan 2021 - Sep 2021 (8 months)

• Oversaw IT support incidents, ensuring efficient categorization, prioritization, and escalation of issues.
• Facilitated communication between service desk teams and technical support teams to enhance resolution timelines.
• Optimized incident management workflows, reducing response times and improving service quality.

Incident Response Incident Management Incident Tracking Incident Reports Incidents Incident Diagnosis SLA SLA Management Problem Solving Problem Solving And Decision Making Problem Analysis Problem Management ServiceNow Document Management Documenting Operational Processes Training And Development Service Delivery

Senior Incident Manager

Randstad USA

Apr 2020 - Sep 2020 (5 months)

• Managed major incidents and escalations, minimizing operational impact and ensuring transparent stakeholder communication.
• Maintained incident tracking documentation, improving reporting accuracy and service desk efficiency.
• Utilized ITSM tools (ServiceNow, JIRA) to log, track, and resolve incidents while ensuring SLA compliance.

Major Incident & Problem Manager

CompuCom

Apr 2018 - Mar 2020 (1 year 11 months)

• Led cross-functional teams in incident response, facilitating rapid troubleshooting and root cause analysis.
• Developed training programs to enhance incident management practices across IT teams.
• Collaborated with vendors to resolve service disruptions and implement preventive measures.