Frankie Lopez
IT Business Analyst @Coupang
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WORK HISTORY
IT Business Analyst @Coupang
Mountain View, CA, US
EDUCATION
Heald College of Hayward
Associate's degree, Computer Information Technology
SKILLS
ABOUT FRANKIE LOPEZ
As WPC Incident Manager at Apple, I lead 10+ months of end-to-end incident management for Apple Wallet services, aligning with ITIL frameworks to minimize disruptions. Collaborating across engineering, IT, security, and product teams, we restored service performance while achieving 98% SLA adherence. By identifying root causes and implementing data-driven improvements, our team enhanced service reliability by 25%. With over 3 years of prior experience in Change and Release Management at Cisco, I bring expertise in structured process governance, risk mitigation, and service optimization. ITIL-certified, my focus remains on delivering operational excellence, enabling seamless service delivery, and ensuring exceptional customer experiences through proactive strategies.
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