Kyle Holbrook

About Kyle Holbrook

My career in IT began as a Cryptologic Technician in the US Navy in 1986. I started as a…

Experience

1. Incident, Problem & Escalation Manager

   Workforce Software, An Adp Company

   May 2024 — Present · US

   Customer focused role responsible for Incident, Problem & Escalation management. Oversee the resolution & restoration of major incidents, completing root cause analysis, analyzing tends, and ensuring appropriate communication at both a technical and executive level.• Serves as the primary point of contact for global teams on complex or escalated incidents or problems.• Responds to a reported service incident, identifying the cause, and initiating the incident management process.• Prioritize incidents and problems according to their urgency and influence on the business or impact to the customer.• Updates the incident and Problem management process as required to ensure its effectiveness.• Document incidents so that root cause analysis and impact analysis can be more easily performed following resolution.• Facilitates the post-incident review meeting, ensuring that preliminary RCA delivery SLAs are met.• Runs the post incident Problem Management processes to identify underlying root cause and permanent fix. • Track and analyze trends of escalated issues highlighting and accounting for areas of risk.• Writes executive summary of the incidents for leadership reporting up to COO level.• Communicates with upper management if major issues are found within the customers environment.• Facilitate communication and escalation across departments and possibly the entire organization driving incidents to complete resolution.• Ensures appropriate leadership communication during critical issues.• Provides an overview as needed to customers as the incidents are on-going.

Education

• Forsyth County High School

  General

  1981 — 1986

• Gwinnett Technical College

  Cobol Programming

  1995 — 1996

• US Navy

  Management Training • Cryptologic Technician School

  1986 — 1986

Skills

• Project Management
• Access
• Incident Management
• Databases
• Management
• Security
• Business Process Improvement
• Shared Services
• Data Center
• Program Management
• IT Operations
• Disaster Recovery
• Vendor Management
• Ups Systems
• IT Service Management
• Change Management
• Process Improvement
• Itil
• Facilities Management
• Testing
• Unix
• Operations Management
• Problem Management
• Leadership
• Business Process