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Michael Shalvey
IT/OT Cybersecurity Analyst
Addison, TX, United States
Details
Experience:
2023 : Present
Southwest Airlines
Sr. Technology Analyst - Cybersecurity Aircraft Team
• Member of a specialized team tasked with taking at identifying and improving Southwest Airlines Critical Incident prevention, response, and investigation practices
• Assist in redefining TECC Structure; define and evaluate new roles and responsibilities
• Support the TECC in a consultative manner, including talent evaluation and recruitment, training, coaching, and tool administration
• Enhance Data Science and Data Analysis skillsets to develop and support standardized reporting and analysis for the Enterprise
• Accountable for investigating the highest level of Critical incidents (Critical-P1) and providing support for all Critical Incident related Problem Investigations
2021 : 2023
Southwest Airlines
Sr. Technology Analyst - Critical Incident Center of Excellence
• Transitioned at the request of Sr. Leadership to evaluate and refine/redesign the Major Incident Management Process from the perspective of the TECC
• Collaborated across Technology to develop and launched the Critical Incident Management Process
• Train, Support and Coach members of the TECC to install Major/Critical Incident management best practices and standards
• Technical SME and/or Administrator for tools and resources used by the TECC (QuickBase, Everbridge, O365, ServiceNow, etc)
2019 : 2021
Southwest Airlines
Sr. Technology Analyst - Technology Enterprise Command Center
• Member of the ITSM Operations Team tasked with governance and continual improvement of core ITSM
• Redefined Problem Management best practices with the establishment of enhanced standards for investigating Business Impacting Incidents : “Enterprise Problem Management”
• Lead the effort to integrate the Enterprise Problem Management process with all areas of the Technology Department
• Facilitated Executive Root Cause Analysis Readouts at the request of Technology Sr. Leadership for a panel of Kathleen’s direct reports
• Provide overview summaries and detailed risk analysis for Monthly/Quarterly Portfolio review process
2018 : 2019
Southwest Airlines
Problem Manager - Service Management Operations
The problem manager is a member of the Enterprise Technology group and is responsible for execution of the Problem Management process. The Problem Management process works to understand, document and communicate the root cause of service impacting incidents and tracks appropriate corrective actions that will prevent the problem from recurring.
Essential Job Responsibilities :
• The problem manager is responsible for the coordination and documentation of problem investigations contained as part of the Problem Management process.
• Problem investigations require facilitation of technical and non-technical resource discussions to appropriately determine, document and categorize root cause conditions and identify the right actions to address deficiencies in technology design or process.
• The role interacts with associates and leaders from across the enterprise.
Additional Skills/Knowledge :
• Specific knowledge of common IT infrastructure, its components, functionality, and applications .
• Best IT practices, industry standards, and a deep knowledge of ITIL processes (change, release, incident and problem management)
• Understanding the products, services, and service levels (both agreed and implied),
• Knowledge of the Fiserv systems, processes, and business culture provides a basis to develop and maintain credible relationships.
• Ability to facilitate relations between business groups, technology departments and vendors
• Experience at working both independently and in a team-oriented, collaborative environment is essential
• Good interpersonal, written, numerical and oral communication skills
• Self-motivated and ability to work unsupervised
• Good technical understanding and an ability to translate technical requirements and specifications into easily understood business concepts and vice versa
2015 : 2018
Fiserv
Problem Manager
Southwest Airlines
Sr. Technology Analyst - Cybersecurity Aircraft Team
• Member of a specialized team tasked with taking at identifying and improving Southwest Airlines Critical Incident prevention, response, and investigation practices
• Assist in redefining TECC Structure; define and evaluate new roles and responsibilities
• Support the TECC in a consultative manner, including talent evaluation and recruitment, training, coaching, and tool administration
• Enhance Data Science and Data Analysis skillsets to develop and support standardized reporting and analysis for the Enterprise
• Accountable for investigating the highest level of Critical incidents (Critical-P1) and providing support for all Critical Incident related Problem Investigations
2021 : 2023
Southwest Airlines
Sr. Technology Analyst - Critical Incident Center of Excellence
• Transitioned at the request of Sr. Leadership to evaluate and refine/redesign the Major Incident Management Process from the perspective of the TECC
• Collaborated across Technology to develop and launched the Critical Incident Management Process
• Train, Support and Coach members of the TECC to install Major/Critical Incident management best practices and standards
• Technical SME and/or Administrator for tools and resources used by the TECC (QuickBase, Everbridge, O365, ServiceNow, etc)
2019 : 2021
Southwest Airlines
Sr. Technology Analyst - Technology Enterprise Command Center
• Member of the ITSM Operations Team tasked with governance and continual improvement of core ITSM
• Redefined Problem Management best practices with the establishment of enhanced standards for investigating Business Impacting Incidents : “Enterprise Problem Management”
• Lead the effort to integrate the Enterprise Problem Management process with all areas of the Technology Department
• Facilitated Executive Root Cause Analysis Readouts at the request of Technology Sr. Leadership for a panel of Kathleen’s direct reports
• Provide overview summaries and detailed risk analysis for Monthly/Quarterly Portfolio review process
2018 : 2019
Southwest Airlines
Problem Manager - Service Management Operations
The problem manager is a member of the Enterprise Technology group and is responsible for execution of the Problem Management process. The Problem Management process works to understand, document and communicate the root cause of service impacting incidents and tracks appropriate corrective actions that will prevent the problem from recurring.
Essential Job Responsibilities :
• The problem manager is responsible for the coordination and documentation of problem investigations contained as part of the Problem Management process.
• Problem investigations require facilitation of technical and non-technical resource discussions to appropriately determine, document and categorize root cause conditions and identify the right actions to address deficiencies in technology design or process.
• The role interacts with associates and leaders from across the enterprise.
Additional Skills/Knowledge :
• Specific knowledge of common IT infrastructure, its components, functionality, and applications .
• Best IT practices, industry standards, and a deep knowledge of ITIL processes (change, release, incident and problem management)
• Understanding the products, services, and service levels (both agreed and implied),
• Knowledge of the Fiserv systems, processes, and business culture provides a basis to develop and maintain credible relationships.
• Ability to facilitate relations between business groups, technology departments and vendors
• Experience at working both independently and in a team-oriented, collaborative environment is essential
• Good interpersonal, written, numerical and oral communication skills
• Self-motivated and ability to work unsupervised
• Good technical understanding and an ability to translate technical requirements and specifications into easily understood business concepts and vice versa
2015 : 2018
Fiserv
Problem Manager
Company:
Southwest Airlines
About
Innovative IT Professional with experience building state of the art technology operations for start-up, turnaround and hi-growth organizations. Talented Team Builder and Technology Trainer who delivers user-friendly technology solutions that achieve/surpass user experience, business and financial goals. Trusted Advisor to senior executives.
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