Dynamic Certified Major Incident Manager

TRACIE BAKER

Beaver Falls, PA

706-***-**** ******.*********@*****.*** www.linkedin.com/in/tracie-baker-593b7128

CERTIFIED MAJOR INCIDENT MANAGER

Dynamic Certified Major Incident Manager with comprehensive IT experience and a proven track record in enhancing client satisfaction, managing and overseeing critical incident escalations, and timely resolutions across multi-functional environments. Adept in escalation procedures to efficiently handle high-priority issues to ensure customer satisfaction and resolution.

KEY SKILLS

Certified Incident Management

Process Improvement & Optimization

Risk Planning

ITIL V4 Methodology

Cross-Functional Collaboration

Customer support

Project Management

Client Relationship Management

IAM Process & Technologies

Strong Communication

Root Cause Analysis

Strong Leadership

Salesforce

HDI KCS V6.0 Certification

Problem Management

Data Analytics

Stakeholder Management

Change Control

SPLUNK

EXPERIENCE

GE Healthcare (Remote) May 2021 – November 2024

Major Incident Manager Customer Advocate Leader

Managed and drove major escalations to resolution for external customers using applicable processes and necessary support teams.

Acted as a point of contact for leadership and customers for time-sensitive incidents.

Initiated and maintained constant communication with leadership and impacted stakeholders.

Effectively coordinated all appropriate technical engineer support staff for troubleshooting incidents.

Managed follow-up and root cause analysis for escalated incidents.

Maintained and coordinated all documentation for escalation processes and procedures.

Assisted customers with ransomware and data loss incidents to resolution and system and data recovery.

Maintained high levels of customer satisfaction through proactive communication and timely resolution of incidents.

Contributed process improvement ideas to help reach team SLAs to assist in maintaining team and corporate KPI goals.

Maintained and trained executive leadership on escalation processes and procedures.

Aflac -Columbus GA May 2011 - May 2021

Major Incident Manager (Remote)

Performed immediate priority impact assessments and potential business impacts of system outages.

Managed and coordinated system incidents with executive leadership, system owners, and support teams.

Applied critical thinking and diverse problem-solving strategies to conceive, promote, and implement solutions in alignment with ITIL delivery standards.

Coordinated with cross-functional teams to ensure timely resolution of incidents and to provide timely communication to stakeholders.

Tracie Baker 706-***-**** Page 2

Monitored and tracked incident resolution progress and provided regular status updates to stakeholders.

Developed and implemented a comprehensive incident management system process to include incident identification, escalation, ownership, resolution, and documentation.

Supported other IT Service Management processes within Digital Services with event, change, and problem management.

Aflac Cont’d- Columbus GA

IAM Security Analyst / System Control Management Analyst 2017 - 2018

Managed and monitored systems associated with Identity and Access Management Solutions and access.

Managed access, including granting and removing outside access to mainframe systems.

Managed system access support for guests and customers with wireless, FTP, SFTP, and GlobalScape.

Managed, granted, and removed access to mainframe systems, CIF (customer identification file), Active Directory, Lotus Notes, VMWare, Wifi Access, and DB2 systems.

Worked with large group setups and datasets, as well as NTRL accounts.

Managed and maintained all necessary security-level tasks for new hires and terminations.

Assessed current environment for possible system breach or threat.

Created and managed network shares, mapped drives, and service accounts.

Experienced in handling internal vendor and Regulatory Security Risk Audits.

Senior Technical Support Specialist 2011 - 2017

Provided tier 1 and 2 technical support for multi-level platform systems to 5000+ internal customers as well as outside support for 60,000+ agents and brokers.

Managed on-call rotation schedules for all help desk support staff.

Acted as primary escalation contact for managers and executives during customer issues, providing timely updates and overseeing root cause analysis reports.

Overseeing root cause analysis with technical teams for incidents.

Assisted in Control Board meetings to maintain information on potential system outages.

Developed and implemented a new hire experience program (NEO) for new employees to help reduce help desk calls and provide the best support for new hires.

Developed a new technical helpdesk support manual for overseas contractors.

Assisted with helpdesk knowledge articles for best practices and procedures.

Managed and maintained team metrics reports for executive-level leadership.

EDUCATION

Associate of Science (AS), Information and Computer Sciences, Computer Networking

Columbus Technical College Columbus, GA

CERTIFICATIONS

Major Incident Management Certified -2020-

Major Incident Management Academy, Birmingham, UK

Project Management Certification

Community College Beaver County Beaver, PA

Expected Completion June 2025

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