Raquel Hernandez
Release Manager @Walt Disney World
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WORK HISTORY
Release Manager @Walt Disney World
EDUCATION
LongView
Certificate of Undergraduate Studies, Computer Hardware Technology/Technician
Loyalist
Certificate, ITIL v3 Foundation
LongView
Certificate of Undergraduate Studies, ITIL v3 Certified
ABOUT RAQUEL HERNANDEZ
I am a Major Incident Manager with proven success for over 20 years. I have prevented SLA violations by enabling multi-level proactive response and resolution escalations. I am able to keep management informed at every step of the incident. I have improved turnaround times and resolution quality by ensuring proper teams are engaged and escalations to management as appropriate. This reduced customer downtime and increased customer satisfaction. I am also able to maintain 100% audit compliant.Skills:ITIL v3Major Incident ManagerAvailability ManagerDuty ManagerSituation ManagerService DeliveryProblem Management Change Management RCA CoordinatorTransition ManagerVendor Management
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