Al Calderon

Developed and conducted comprehensive company-wide training sessions on:

• ServiceNow: Covered application introductions, report generation, ticket management, and categorization.
• Incident Management Process: Improved ticket resolution times and enhanced adherence to best practices.
• Problem Management Process: Reduced recurring incidents through effective training.
• High-Priority Incident Management: Provided training on escalation protocols, communication strategies, and processes to effectively manage and resolve critical incidents.

Proactively developed and implemented workflows, processes, and best practices to enhance team performance. Established Key Performance Indicators (KPIs) to track progress, measure success, and identify improvement areas, with results shared with upper management to highlight team achievements. Implemented processes included:

• Incident, Problem, and Change Management
• Service Level Agreement (SLA) management
• On-call and escalation procedures
• High-priority incident management
• Legal-related incident handling
• Incident ticket workflow optimization

Instrumental in establishing and scaling the Managed Cloud Security team, implementing essential security measures. Led initiatives for proactive log monitoring, rate limiting, and script execution workflows to mitigate DDoS attacks, significantly improving security posture and operational efficiency.

Successfully unified three diverse teams into a cohesive unit managing clients across various verticals. Implemented Key Performance Indicators (KPIs), driving significant improvements in response, escalation, and acknowledgment times while increasing overall case volume.