Cloud Operations · Incident Management · Security Operations
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Madison, WI
Senior Incident Manager 2021 – Present
- Served as primary incident commander for Epic's SaaS EHR platform, coordinating resolution across engineering, operations, and communications for 50,000+ users in mission-critical healthcare environments.
- Reduced incident response times by 50% through redesigned triage flows and escalation paths; became process owner for RCAs, driving measurable improvement in policy compliance and recurrence reduction.
- Took ownership of the RCA process end-to-end — reduced missed RCA deadlines by nearly 40% (from 80% to 50%), led quarterly RCA review meetings with cross-functional stakeholders, and presented process improvements and team goals to an audience of 400 at an internal all-hands.
- Adopted and overhauled the new hire RCA training curriculum; trained approximately 100 new hires, improving team-wide consistency and outcomes.
- Delivered executive-facing post-incident reports and action plans; managed scheduling for the incident manager team and maintained a weekly on-call shift.
- Partnered with compliance to identify and close coverage gaps in documentation, expanding policy scope to a previously unaddressed employee subset.
Cloud Service Desk — Customer Service Lead 2020 – Present
- Directed 25 technicians across a 24/7 Hosting Operations Center supporting 99.999% uptime for SaaS EHR infrastructure.
- Developed shift schedules, SOPs, and performance feedback processes; oversaw CAB approval workflows for critical infrastructure changes.
- Collaborated with engineering and SREs to improve alert fidelity and reduce alert fatigue at scale.
Security Operations 2024 – Present
- Monitored and triaged threat activity using Splunk Enterprise Security and SOAR; executed incident response workflows for high-priority alerts.
- Co-led cross-training program enabling operations technicians to fill in the Security Operations Center, expanding team coverage and capability.
- Validated false positives and coordinated containment actions with the broader cybersecurity team.
Hosting Operations Center Technician 2018 – 2020
- Monitored alerting infrastructure via Splunk ITSI; escalated and communicated incidents to affected teams in a 24/7 environment.
Additional responsibilities: Change Approval Board member · Disaster Recovery Coordinator · JIIT and Screen share access approver