Las Colinas Tx United States• Resolved 95% of critical global support escalations within SLAs, increasing customer satisfaction by 20%.
• Improved incident response efficiency by 30%, reducing average resolution time by implementing automated alert triage.
• Managed support for over 50 global enterprise clients, supporting diverse IT infrastructures.
• Oversaw 200+ complex escalated cases annually, ensuring high levels ...
Maryland, United States• Led an incident response team on AWS platforms, achieving 90% containment and resolution rate for security incidents • Conducted forensic analyses to identify root causes of breaches, reducing recurrence by 15% through targeted preventive measures
• Developed incident response playbooks, enhancing readiness and cutting response time by 25% • Utilized AWS security tools like Security Hub and...