Gregory McCullar

Detail-oriented incident management professional with 9+ years of experience supporting the resolution of complex technical issues, utilizing the incident management process. Experienced with leveraging ServiceNow-based incident reporting, along with social media, Service Desk, and other reporting and analytics tools, to identify trends and potential outages; as well as creating/organizing bridge calls to facilitate the troubleshooting and resolution of those issues.

Outage Coordinator/SD ACC, USAA (Contractor), San Antonio, TX 2018 – Present

Lead Outage Coordinator and Service Desk ACC rep for financial institution (30,000+ employees)

• Led team that grew from 2 to 4 in February 2023; reviewed ServiceNow incidents, system monitoring dashboards, service desk queues, and other tools to identify, validate, and communicate reports of potential Major Incidents
• Approved or denied all requests for Major Incidents or Candidates, based on established criteria
• Began support outreach and bridge creation process, provided updated impact data/metrics in real-time throughout the bridge, and provided issue resolution confirmation by engaging impacted users after troubleshooting completed
• Performed Major Incident Manager role for MI3-MI4 Coordination Calls (for issues that impacted only a fraction of the workforce, and/or did not have an impact to Members) that did not need the expanded support of Problem Management, did not require vendor engagement, or for issues where there were no compliance considerations or concerns (MI1-MI2 being reserved for these issues, and/or those that directly impacted Members or Money Movement)
• Developed processes, procedures, templates, and ServiceNow reports that directly contributed to a 50% reduction in the time-to-launch for Major Incidents and Major Incident Candidates
• Developed educational materials to better prepare the Service Desk workforce to properly identify and report potential Major Incidents or Candidates, which also reduced false positive reporting by more than 50%

Freelance technical support specialist (self-employed)

• Provided remote client support and technical issue resolution via E-Mail, phone, and in-person
• Configured client equipment to connect to networks and/or domains
• Created/Managed Active Directory accounts, groups & permissions
• Provided troubleshooting/support for DNS, DHCP and TCP/IP issues
• Installed, configured, and managed printers & print servers/queues
• Performed hardware component upgrades on client/end-user systems
• Performed OS/software installations and upgrades on client/end-user systems

Network systems administrator for IT branch of global shipping agency (18,000+ employees)

• Performed daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems, and key processes
• Reviewed Remedy incidents for any pending requests or work tasks, and to look for potential trends around network-related issues not captured by device logs
• Performed regular security monitoring to identify any possible intrusions
• Performed daily backup (tape) operations, ensuring all required file systems and system data were successfully backed up to the appropriate media, recovery tapes or disks were created, and media was recycled and sent off site as necessary
• Applied OS patches and upgraded administrative tools and utilities

Lead overnight technical support specialist for medical institution (10,000+ employees)

• Led overnight team that grew from 2 to 4 in Q1 2016; reviewed ServiceNow incidents, system monitoring dashboards, technical support center call queues, and other tools to identify, validate, and communicate reports of potential Major Incidents
• Began support outreach and bridge creation process, provided updated impact data/metrics in real-time throughout the bridge, and provided issue resolution confirmation by engaging impacted users after troubleshooting completed
• Performed Major Incident Manager role for all overnight bridge calls (severity P1-P4)
• Assisted with the development of overnight processes and procedures for handling outages, including documentation standardization, establishing communications guidelines, and a more structured division of responsibilities; resulted in 60% reduction in bridge creation time, and a 50% reduction in time-to-resolution
• Led team of 4 (Q1 2015) in the development of a Knowledgebase solution to standardize Technical Support Center troubleshooting efforts; resulted in 100% increase in FCR rates

ITT Technical Institute – Richardson, TX

BS in Information Systems and Cyber Security, December 2015

ITT Technical Institute – Richardson, TX

AAS in Network Systems Administration, March 2014