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Heather
hcknight@yahoo.com
832-272-1692
Georgetown, TX 78628
Technical Problem Manager
20 years experience W2
0
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Average rating
6
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Summary

  • Strategic leader of technical staff with extensive experience.
  • Proven record of guiding sizable, crossfunctional teams in the design, redesign and launch of cutting-edge solutions while driving efficiencies, and employee engagement within budget.
  • Flexible leader able to take on many roles and initiatives as needed.
  • Demonstrates successful leadership and mentoring in a global environment across multiple organizational levels.
  • Willing to relocate to: San Antonio, TX - Austin, TX
  • Authorized to work in the US for any employer

Experience
Technical Problem Manager
Information Technology
Sep 2019 - present
Austin, TX
  • Contribute to building an Enterprise-wide Problem Management discipline from the ground-up.
  • Develop and manage strong partnerships with all internal and external teams to establish trust and ensure continuous improvement and problem management isn't and afterthought.
  • Analyze the architecture of existing systems to drive improvements and optimization.
  • Deliver actionable problem improvement plans and own them through completion.
Problem Management
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Manager, Security Operations
Information Technology
Nov 2012 - Jul 2018

Responsible for 24/7 operational management of staff members globally, to analyze and process security incident data. Manage two established teams and assist in creating a third team to handle advanced investigations and prove out concepts to advance operations overall. Leveraging ITIL methodology, continually refine and improve service operations to support service strategy.

  • Lead weekly meetings with each of my teams to track ongoing projects, coordinate staff resources and current intel, and detection of scope changes or new challenges.
  • Developed workflows and processes for security analysts to improve the quality of service to both internal and external customers.
  • Established the programs, procedures and process for hiring technical employees that includes Network, Log and Web Application Firewall experts. This allowed us to hire 30 people in 90 days. Planned, and hired staff for the new office in the United Kingdom. Balanced 24/7 scheduling for analysts using a "follow the sun" approach
  • SDLC experience writing and grooming Scrum storyboards for product improvements using Rally.
  • Member of the Change Approval Advisory Board and Zendesk steering committee.
  • Established the Log Review Service operational principles and standard guidelines which stabilized the service allowing it to grow from a few hundred customers to over 3000 customers while reducing staff headcount.
  • Implemented new engagement model that better prepared customers to reach desired security objectives. Facilitated project definition documentation that outlined the process while leading a team of 6 Project Managers to fully test the procedures.
  • The project included research and analysis, proposal planning, customer communications, automation of tasks, hiring team members, customer survey strategy, and performance metrics. Completed customer facing documentation that outlined the process while leading a team of 6 Project Managers.
Project Management Scrum SDLC Security Analyst
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IT Territory Manager
Oct 2001 - Aug 2012
In charge of all IT Operations for 29 locations and staff members in Texas and New Mexico with approximately 1200 end users 300 classrooms and upwards of 10,00 students technical experience. Includes all networking infrastructure, wireless access points, websites, telecom, and asset management of printers, copiers, desktop pc's, Mac's, servers and wireless communications.
  • Delivered 12 new business locations. These projects ranged from $500,000 to $5 million. I completed budget projection and planning, overall infrastructure design and implementation, vendor management, resource and asset management. Each were delivered on time and within budget expectations.
  • Won an award for the highest performing IT Support team with a 98% customer satisfaction score three years in a row.
  • Increased and moved the call center to include the entire Southwest region ensuring a voice-to-voice first contact for callers.
  • Ensured that service delivery and customer satisfaction exceeded published service level agreements.
  • Responsible for Disaster recovery planning, testing and execution.
  • Self-motivated telecommuter who was able to effectively run all operations from home while traveling onsite for staff interactions and meeting with business leaders.
  • Deliver training for software use, roll outs, and computing best practices.
  • Develop business case justifications and cost/benefit analyses for IT spending and initiatives.
  • Hand-on management of backend systems (Active Directory based servers, Cisco server closets, Avaya telephone system) and end-user devices (PC's, Mac's, Mobile devices, Phones, Printers etc.)
Asset Management Project Management
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Edit Skills
Non-cloudteam Skill
Education
Bachelor's in Computer Science in Computer Science
University of Phoenix
Associate's in Information Systems in Information Systems
Pittsburgh Technical College
Certifications
ITIL v3
GSLC
GIAC Security Leadership
Assessments
Management & Leadership Skills: Impact & Influence - Highly Proficient
Measures a candidate's ability to adapt their leadership style to accomplish goals using rational or
emotional appeal
Full results: Highly Proficient
Intermediate Word Processing Proficiency with Microsoft Word - Proficient
Measures a candidate's knowledge of intermediate Microsoft Word techniques including the use of
formatting, Track Changes, and Comments
Full results: Proficient
Management & Leadership Skills: Planning & Execution - Highly Proficient
Planning and managing resources to accomplish organizational goals
Indeed Assessments provides skills tests that are not indicative of a license or certification, or c
development in any professional field
Skills
Project Management
2018
16
Asset Management
2012
10
Scrum
2018
5
SDLC
2018
5
Security Analyst
2018
5
Problem Management
2021
1