At COMPUCOM, I coordinate enterprise-wide P1/P2 incidents to minimize business disruption and restore services within SLA timelines. I lead bridge calls with resolver teams, vendors, ISPs, and business stakeholders during critical outages.
I drive real-time incident communications and operational updates, and prepare outage reports, RCA timelines, and post-incident documentation. I also support Incident, Problem, and Change Management processes aligned with ITIL best practices.
Previously, I provided L1/L2 enterprise technical support at COMPUCOM, resolving issues involving Windows OS, VPN, Citrix VDI, Active Directory, connectivity, and application access. My earlier experience includes business and market research at ZIFF DAVIS and lead generation at INFO-ANALYTICA.
