Ruth Cortez

**** ******* ***** **** ****** TX ***37 512-***-**** ad0nmr@r.postjobfree.com

SKILLS and QUALIFICATIONS

• Skilled in algorithm mathematics and analytical thinker. Being resilient.

• Bilingual English & Spanish, exceptional interpersonal skills, adaptable and creative.

• provided incident management and response support with technical competencies in ServiceNow, Splunk & SolarWinds Orion.

• Experienced mentor, effective team member, works best under pressure, expert of ITIL expert ServiceNow.

• Strong time management and work ethic, confident, quick to learn and prioritization skills, detail oriented, expert in Excel (pivot tables, etc.) & Tableau, expert of the Pivotal Cloud Foundry, public and private clouds, and Hyper-Converged Infrastructure.

EDUCATION

Bachelor of Science in Interdisciplinary Studies May 2016

Texas State University, San Marcos, TX

Relevant Courses: Curriculum and Technology, Visual Programming I & II, Principles of Mathematics, Database Management Systems, Engineering Economic Analysis, System Analysis and Design, ITIL Foundation

EXPERIENCE

Major Incident Management (Contract) LPL Financial, Remote February 2023- July 2023

• Monitoring the business through Dynatrace, SolarWinds, and AlertSite.

• Support a 24x7 system monitoring service to proactively identify and asses’ problems before there’s impact.

• Define, develop, and communicate the practices and processes necessary for effective problem management to minimize the impact of service outages.

• Utilized ServiceNow for change requests, ensuring a streamlined change management process with a 20% reduction in change-related incidents.

• Coordinate between various support teams to identify the root cause of a problem and find a workaround or solution.

• Participate in efforts to improve levels of Service and minimize risks through use of Incident Management processes/data.

• Work with the technical leads and other relevant stakeholders across the IT Enterprise to embed the Service Management framework.

• Ensure that root-cause is established for all major incidents and that a formal RCA is published within agreed SLAs.

• Responsible for the major incident and problem management discipline, ensuring an effective and coordinated set of processes are developed and maintained across all services.

• Ensure the incident management process is performed according to the agreed and documented standard and meets the process definition.

• Coordinate and manage high-profile outages and high impact issues for LPL Financial. Priority 1-3. Determine and prioritize the impact to the business, Advisors, and Trading activity.

• Coordinate with infrastructure, application services, network operations, and third-party vendors to resolve high impact incidents as fast as possible to minimize impact to customers and the business.

• Running batch job processing and coordinating change activities.

Sr Major Incident Management The Home Depot, Remote March 2021-December 2022

• Running major incidents, field questions, gather additional information, page appropriate resources to handle major incidents, send out notifications to defined distribution groups, document troubleshooting steps and service restoration details for an accurate timeline of events.

• Partnering on High Impacting Severity 1 and 2 Incidents- Page technical resources, send timely and accurate Technology Leadership notifications, and driving towards the restoration of service as quickly as possible.

• Utilize ITIL (ITSM) framework within ServiceNow to provide the end-to-end process with detailed documentation and traceability from initial incident to root cause analysis.

• Building relationships with partnering organizations to influence without direct oversight during outages.

• Participating in an on-call rotation supporting 24x7 Retail and Enterprise Systems.

• Partnering with the Incident Management Process Owner to enhance the Incident Management Process.

• Identifying gaps in existing problem and incident management process through the utilization of data, experience, and interviews with internal IT customers.

• Operating in a standard ITIL Incident & Problem Management Process.

• Crafting communications/notifications to be consumed by both executives and the broader technology organization.

• Advanced skills in leveraging monitoring solutions to make data-driven decisions during major outages, such as ExtraHop and Splunk.

• Building partnerships and working collaboratively with others to meet shared objectives.

• Delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences throughout the enterprise.

• Building strong customer relationships and delivering customer-centric solutions.

• Making good and timely decisions that keep the organization moving forward based on evidence and reasoning (data and logic).

• Handling conflict situations effectively, with a minimum of noise.

• Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.

• Running event managements and support.

• Securing and deploying resources effectively and efficiently.

• Adapting approach and demeanor in real-time to match the shifting demands of different situations.

• Running Change Management and coordinate change activities.

• Monitoring the enterprise.

• Projects: Collaborated with the team to update the SOP. Created a manual on how to use Optic( a website that we will using in the future to manage all of our incidents).

• Attends monthly vendor meetings: Google.

• Running BPMs(blameless postmortem) after a major incident.

• Following up with the Problem Owner to make sure they complete the No Repeat Plan task within SLA to prevent future incidents.

Product Support Specialist Corporate support, The Home Depot, Remote February 2020-March 2021

• Cross trained for Cybersecurity Major Incident management position for 12 months.

• Working escalations from Level 1 agents, other teams, and requests from management.

• Actively monitoring incoming tickets for trends and impact. Informing management and determining plan to get ahead of trends.

• Debugging hardware/software problems on Windows & Mac OS devices plus tablets & Mobile Devices.

• Severity levels outage project-creating different severity outage levels then presenting it to management. Implemented ways to categories the different types of severity levels outages for corporate.

• Server Service call project-creating a new process for taking server service calls for non-stores and how to handle them accordingly when they get a server request.

• Attended weekly CompuCom meetings to touchpoint for the support teams of Home Depot and CompuCom to get together to share, advise, and update on technical issues that arise in the Home Depot environment such as non-store servers.

• Creating and maintaining knowledge base articles to better assist with troubleshooting issues for all users, including Level 1 and Level 2 agents.

• Lead and assist L2/L3 Application Support team to triage and resolve asset management application related issues while utilizing ServiceNow ITSM lifecycle procedures.

• Taking part of multiple, large impacting incidents and outages. Collaborating with multiple teams – including Major Incident Management – to provide end-user experience and to assist with troubleshooting major issues.

• Staying updated and informing multiple teams of upcoming changes that may impact agents and users.

• Collaborating with engineering teams both within and outside Home Depot for troubleshooting and improving processes.

• Developing and tuning multiple processes to aid in support of users.

• Rebuilding Windows machines.

• Valued as a Subject Matter Expert for multiple systems, including RSA, Windows, Amer/LDAP, VDI, servers/datacenters and IT Security, Citrix, Windows OS & Mac OS & mobile devices (MDM).& VPN .

• Active directory/Group Policy/Troubleshooting access issues.

• Troubleshooting LAN/Network & connectivity issues.

• Troubleshoot printers/Setting up printers in offices, logistics centers, & WFH users via remote.

• Installing/uninstalling & upgrade software.

• Thinking outside of the box when issue is not in the knowledge base articles to restore issue.

• Trained all helpdesk agents (Level 1 & 2) on password resets for QA environment.

• Troubleshoot malware compliance with enterprise antivirus solutions.

• Making service calls on hardware replacement when needed such as: Cables for servers & hardware

Product Support Specialist store support, The Home Depot, Austin Technology Center May 2018-February 2020

• Working outages that occur in our stores that can range from department down, computer room down,

whole store down, and multiple stores down such as power loss, network issues and servers malfunctions.

• Being able to connect teams with one another to help them solve minor issues that prevent major incidents.

• Designed a SharePoint site for the Paint & Tool Rental team.

• Debugging hardware/software problems Windows and Mac OS & devices.

• Creating and maintaining knowledge base articles to better assist with troubleshooting issues for all users, including Level 1 and Level 2 agents.

• Rebuilding Windows machines & debugging hardware/software issues.

• Identifying trends, ticket analysis in Service Now, gathering information, and work arounds (if any) to the issue.

• Engaging all necessary resources for incidents and driving the issue through resolution.

• Addressing IT outages to restore services as quickly as possible using all available resources and to minimize the impact on business operations. Leading multiple teams towards a path of resolution while remaining on task.

• Place an emphasis on working HDW L2 inbox tickets (In Service Now) while prioritizing them based on urgency.

• Communicating effectively to a diverse audience at multiple levels across the enterprise.

• Asking probing questions, getting the facts.

• Being able to scope issues and business impact quickly.

• Organizing SWAT calls with multiple teams and specialists, to work together on high visibility store impacting problems, and resolve within SLA.

• Monitor, identify and report trends that affect queue volume.

• Collaborate with others to create and maintain company knowledge base articles.

• Provide coaching and mentoring for associates.

• Active directory/Group Policy/Troubleshooting access issues & support Cisco Phones.

• Handling request from upper management in a timely manner.

• Provide internal store support with a focus on excellent customer service.

• Support store associates with network, application, hardware and IT system issues.

• Making judgement calls that impacts company.

• Issuing periodic updates to the major incident management team and stakeholders and extend to task such as keeping the incident site/channel accurate and up to date or post updates as situations evolves.

• Setting up printers at the stores and adding them in the queue via remote.

Contractor, The Home Depot, Austin Technology Center March 2018-May 2018

• Project: Created and designed a SharePoint site for the SCO Cluster team so they can be able to collaborate, exchange, and share information on a daily basis. Owner/admin of that website.

o Created reports & meeting deadlines each day. Then sending reports to the VPs, Directors, and Regional Managers of the Home Depot.

o Providing different team updates & statuses on CTMs machines (Cash Tender Modules) daily during phone meetings.

o Generate ServiceNow incident tickets for high priority service disruptions and maintain updated status notes indicating status, user impact, and steps taken to bring incidents to resolution.

o Using tools to gather data in order to create the reports that are needed.

o Handling request from upper management in a timely manner.

o Monitor Splunk for our CTMS

• Provide internal desktop support with a focus on excellent customer service.

• Support corporate users with network, application, hardware and IT system issues for Windows OS and Mac OS.

• Collaborate with others to create and maintain company knowledge base articles.

• Provide coaching and mentoring for new helpdesk agents.

• Provide chat coach support and guidance to onsite and offsite agents in order to resolve issues in a timely manner.

• Complete ongoing training to remain current as technology changes.

Lab Technician, Texas State University August 2016-Febuary 2018

• Design graphs-write first impressions.

• Gather journal requirement for professors and analyze data from research.

• Create online assessments on TRAC system for undergrads in the Engineering program.

• Grade tests and lab work.

• Handle lab equipment/safety procedures.

• Facilitate structural analysis class and assist undergrads with design literature.

Substitute Teacher, Del Valle Independent School District June 2014-May 2016

Austin Independent School District August 2013-May 2014

• Created and taught lesson plans that are compliant to the state standards (TEKS).

• Gathered data of teacher reports, grades, behavior, academic development, and functional development to develop interventions and strategies to meet student’s learning needs.

• Utilized MS Excel spreadsheets for scheduling students for specific services and minutes for each service for the following year based from the projections of next year.

• Provided instructional support in all content areas.

Teaching Assistant, Travis High School, Austin, TX August 2012-June 2013

Alternative Learning Center, Austin, TX August 2011-May 2012

• Provided instructional support in all content areas (technology, arithmetic, reading, and writing).

• Tutored individuals and helped them prepare assignments or explain materials they did not understand.

• Served as Spanish interpreter.

AmeriCorps Volunteer, Austin, TX 1000 hours August 2010-May 2011

• Coordinated curriculum implementation for parents of low income.

• Coordinating building projects.

Contact this candidate