Open to opportunities

Renee Dorsey

@reneedorsey

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Operations specialist experienced in incident management, compliance, and service delivery for regulated environments.

United States

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What I'm looking for

I seek a role in regulated, high-availability operations where I can lead service delivery and management, improve processes, ensure compliance, and collaborate with cross-functional teams.

I am an operations specialist with extensive experience supporting regulated, high-availability environments across financial services, public-sector, and educational settings. I have led incident response efforts, coordinated cross-functional teams, tracked KPIs and SLAs, and communicated clearly with executives and stakeholders to maintain service continuity and mitigate operational risk.

I am skilled in compliance-driven workflows, confidential data handling, root cause analysis, and process documentation, and I have contributed to product and process improvements while building operational procedures and onboarding materials. I adapt quickly to changing environments and prioritize timely, data-driven decisions to reduce repeat incidents and improve system reliability.

Experience

Work history, roles, and key accomplishments

Current

Paraprofessional Aide

Current

ESS Inc.

Jan 2025 - Present (1 year)

Support students with special needs across multiple grade levels, maintaining compliance with confidentiality and safety standards and documenting student support plans to ensure continuity of classroom operations.

Incident Response Documentation Onboarding KPI Tracking

Specialist, Service Management

Prudential Financial

Dec 2021 - Dec 2024 (3 years)

Managed service delivery and led major incident response across business lines in a regulated enterprise, producing KPI/SLA reporting and driving root-cause analyses to improve system stability and reduce risk.

Incident Management Incident Response Root Cause Analysis ServiceNow Jira Operational Risk Management Customer Support Customer Service Customer Onboarding

Specialist, Incident Management

Prudential Financial

Jan 2019 - Dec 2022 (3 years 11 months)

Managed the full incident lifecycle including triage, coordination, and closure while producing KPI analytics and creating onboarding documentation to reduce repeat incidents and improve operational workflows.

KPI Analysis Onboarding Change Management Jira ServiceNow Communication

Lead Network Operations Engineer

iconectiv

Jan 2014 - Dec 2019 (5 years 11 months)

Established Tier 2 NOC operations as the inaugural NOC engineer, led high-priority incident escalations, and built operational processes and a CMDB to support uptime across multiple data centers.

Escalations Agile