Sharon Manning
@sharonmanning
Dedicated professional specializing in Incident and Problem Management.
Costa RicaWhat I'm looking for
I am a dedicated professional with extensive experience in Incident and Problem Management, specializing in identifying, analyzing, and resolving issues to ensure seamless business operations. My journey began with a Bachelor in Anthropology, which has equipped me with a unique perspective on human behavior and organizational dynamics. Over the years, I have honed my skills in problem management, working with various customers at DXC Technology as a Problem Manager.
Currently, I am enhancing my expertise by studying Cybersecurity and Data Analysis, with certifications such as ITIL v3 Foundation and the Google Cybersecurity Professional Certificate. I have developed and maintained Problem Management processes, ensuring adherence to industry best practices while training IT staff on effective problem management techniques. My commitment to continuous learning and improvement drives me to seek innovative solutions that elevate the capabilities of my team and organization.
Experience
Work history, roles, and key accomplishments
Problem Manager
DXC Technology
Jan 2016 - Jan 2024 (8 years)
As a Problem Manager at DXC Technology, I developed and maintained Problem Management processes, trained IT staff on best practices, and facilitated meetings to drive swift resolution of critical issues. I also acted as a QA auditor for RCA documents, ensuring adherence to company standards.
Incident Manager
HPE
Jan 2013 - Jan 2014 (1 year)
In my role as an Incident Manager at HPE, I utilized incident management tools to track and report on incident metrics, conducted audits of processes, and provided training to new incident managers to enhance operational efficiency.
Technical Support Representative
HP
Jan 2010 - Jan 2011 (1 year)
As a Technical Support Representative at HP, I responded to customer inquiries and resolved hardware and software issues, providing step-by-step guidance to users via phone, email, or chat.
Education
Degrees, certifications, and relevant coursework
URUniversidad de Costa Rica
Bachelor in Anthropology, Anthropology
2003 - 2008
Studied Anthropology, focusing on the study of human societies, cultures, and their development.
Tech stack
Software and tools used professionally
Availability
Location
Costa RicaAuthorized to work in
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