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Errol Hartshorn Incident Analyst
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Not rated yet
United States- Maryland
About Me
Technical Skills
Certifications & Training:
- ITIL 4 Training
- Security+ Training
- A+ Certification
- Network+ Certification Training
- Dell Online Self Dispatch
Software:
Zoom, WebEx Teams, Skype, Ivanti, LanDesk, TEM/BigFix, Office 365, SCCM, Active Directory, Cisco AnyConnect, iOS, Atlas, Evernote, Entrust, Mobile Iron, Remedy, SNOW, Epic, Image Now, Windows (7, 8, 10) Migrations, McAfee, Norton, Checkpoint, Adobe, Java, Citrix, Meditech, Tableau
Hardware:
- Repair (Desktop, Laptop & Tablet)
- Printers (Dell 5130, Dell B3460n)
- Jabra headsets, hand scanners, Kodak scanners, label printers, KVMs, monitors
Networking:
- Patching servers
- Wireless routers
- TCP/IP and troubleshooting
Programming:
- C++, Java, UNIX, SQL, HTML
- Oracle (Entry level)
Employment History
Incident Management Analyst
January 2018 – Present
Leidos (ECIS / Healthcare)
Active Public Trust Clearance with CMS
- Analyze and evaluate ticket trends in ServiceNow to improve documentation, policy adherence, and workflow.
- Perform call evaluations to ensure Help Desk compliance, addressing negative trends and suggesting improvements.
- Support CMS Broadcasts and weather announcements 24/7, ensuring proper communication nationwide.
- Manage Crisis Severity Bridges during ECIS incidents, coordinating resolution efforts and documenting progress.
- Assist in computer and iPhone refresh efforts, handling customer concerns and coordinating with refresh teams.
- Conduct monthly software validation using Tableau to ensure compliance.
Achievements
- Collaborated with Leidos management to rewrite Severity Crisis Bridge procedures and improve dashboard data tracking.
- Invented a motion-controlled home audio system using transistors, sensors, and microprocessors, programmed in Arduino.
- Recognized for professionalism in handling executive-level tickets, excelling in face-to-face troubleshooting under pressure.
Education
Bachelors of Science in Computer Engineering Technology
Capitol College, Class of 2012
Laurel, MD
- Focus: Information Technology with an emphasis on hardware
Education
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Bachelors of Science at Capitol College
2005/2012Major: Computer Engineering Technologies
Experience
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Incident Analyst
2018 - PresentIncident Management Analyst
January 2018 – Present
Leidos (ECIS / Healthcare)Active Public Trust Clearance with CMS
– ServiceNow Analysis: Analyzed ticket trends to identify issues like poor note-taking, policy gaps, and workflow inefficiencies. Attended weekly management meetings to address dashboard tools, training initiatives, and workflow challenges.
– Call Evaluations: Conducted evaluations to ensure Help Desk agents adhere to workflows. Communicated findings with leads, management, and agents to address trends and promote growth.
– 24/7 CMS Broadcasts: Sent broadcasts using CMS_Broadcast and Administrator tools, troubleshooting requests to ensure proper delivery of appointments, meetings, and announcements.
– Weather Announcements: Utilized Assurance (CMS Alert) software to disseminate nationwide weather-related CMS closures and notices on a 24/7 basis.
– Crisis Severity Bridge Management: Managed crisis bridges during ECIS incidents, including mobilization emails, coordinating resolution efforts, and documenting the entire process from start to finish.
– Refresh Efforts: Supported computer and iPhone refresh efforts by addressing customer concerns, redirecting Refresh Agents, and liaising with CMS warehouse teams.
– Software Validation: Performed monthly software validation using Tableau to ensure all devices met compliance, collaborating with deployment teams to resolve issues.
