Skyland Jacobson

About Skyland Jacobson

Technical Analyst with expertise in ITIL processes (Incident, Problem, Change, Release Management) and Tier 3 application support. Skilled in ServiceNow, Splunk, AppDynamics, Maximo, SQL, and enterprise systems. Over a decade of experience in financial services, healthcare, and technology, specializing in:ITIL Framework ImplementationRelease & Change ManagementVendor Coordination & SLA GovernanceTechnical Troubleshooting & AutomationPassionate about improving processes, enhancing reliability, and delivering seamless technology solutions.Contact: m••••••@hotmail.com | 20••••••86

Experience

1. Incident Problem Management (Digitial Service Management)

   Costco IT

   Jun 2024 — Present · Issaquah, WA, US

   Major Incident Manager & Problem management - E-Commerce•Work with Vendors in regards to Incidents and Problems for e-commerce •Establishing strong command and control of an incident, establishing clear accountability/ownership and methodical evaluation of complex issue scenarios.•Adherence to critical process and procedure, and appropriate escalations in support of production incidents.•Applying technical/environmental knowledge and experience to develop and drive appropriate tasks, forming paths to resolution.•Distribution of clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences.•Ensure incident data is accurately captured and documented.•Priming appropriate materials and follow ups to hand-off to the Root Cause Analysis phase in the Problem Management process.•Document API service mapping of vendor systems. Setup and configure monitor thru API of costco systems

Education

• University of Washington

  Business Admin

  1989 — 1990

• Bellevue College

  MCP, MCSE

  1998 — 1999

• University of Washington

  Cert, Computer forensics & Electronic discovery

  2006 — 2006

Skills

• Software Documentation
• Litigation Support
• Security
• Tsm Backup/Tivoli Storage Manager
• Hipaa
• Requirements Analysis
• Itil
• Change Management
• Windows
• Business Process
• Software Development
• Operating Systems
• Privacy Compliance
• Process Improvement
• Vpn
• Team Leadership
• Technical Support
• Windows 7
• Active Directory
• Hardware
• Problem Solving
• Tivoli
• Data Analysis
• Disaster Recovery
• Information Technology
• Sms
• Network Administration
• Troubleshooting
• Vmware
• Computer Forensics
• Encase
• Documentation
• Program Management
• Remedy
• Computer Hardware
• Analysis
• Customer Relations
• Sharepoint
• Training
• Testing