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Shelia Anderson
Salesforce Security Response Center
Atlanta, GA, United States
Details
Education:
Women in Leadership and Customer Experience
University of California Santa Barbara
2022 : 2022
BS
Computer Information Systems
DeVry University
1998 : 2000
BS
Management / Marketing
Southern University and Agricultural and Mechanical College at Baton Rouge
1987 : 1993
University of California Santa Barbara
2022 : 2022
BS
Computer Information Systems
DeVry University
1998 : 2000
BS
Management / Marketing
Southern University and Agricultural and Mechanical College at Baton Rouge
1987 : 1993
Experience:
2023 : Present
Salesforce
Information Security Architect - CSIRT
2020 : 2023
Salesforce
Unified Command Leader - Critical Incident Management
• Single Point of Contact to lead technical teleconference bridges to resolve
complex critical Incidents that are business impacting within the established
SLA guidelines.
• Ensure communication updates of initial alert of an event, current status, impact
and next steps are provided to Internal stakeholders and external clients.
• Monitor trends and create weekly reports on MTTR, analysis of Root Cause
and develop action plans to mitigate risk.
2016 : 2020
InComm
Major Incident Manager
- Oversee, schedule, and direct the daily activities of a 30+ Level 2 technical support engineers.
- Address client escalations and develops problem management procedures, maintains appropriate documentation and analyzes results for improved service by ensuring SLAs are met using daily Key Performance Indicators.
- Fulfill all aspects of performance management including hiring, mentoring, coaching, evaluating and managing issues of direct reports.
2007 : 2016
International Business Machines
Technical Support Manager, WebSphere Distributed Level 2 Support
- Coordinated schedules for 10-15 engineers, including monitoring overtime and productivity.
- Trained new employees and co-ops on processes/procedures for customer satisfaction.
- Call Monitoring for quality assurance and provided coaching on performance improvements.
2005 : 2007
IBM
Technical Team Lead, Lotus Notes/Domino and QuickPlace
Salesforce
Information Security Architect - CSIRT
2020 : 2023
Salesforce
Unified Command Leader - Critical Incident Management
• Single Point of Contact to lead technical teleconference bridges to resolve
complex critical Incidents that are business impacting within the established
SLA guidelines.
• Ensure communication updates of initial alert of an event, current status, impact
and next steps are provided to Internal stakeholders and external clients.
• Monitor trends and create weekly reports on MTTR, analysis of Root Cause
and develop action plans to mitigate risk.
2016 : 2020
InComm
Major Incident Manager
- Oversee, schedule, and direct the daily activities of a 30+ Level 2 technical support engineers.
- Address client escalations and develops problem management procedures, maintains appropriate documentation and analyzes results for improved service by ensuring SLAs are met using daily Key Performance Indicators.
- Fulfill all aspects of performance management including hiring, mentoring, coaching, evaluating and managing issues of direct reports.
2007 : 2016
International Business Machines
Technical Support Manager, WebSphere Distributed Level 2 Support
- Coordinated schedules for 10-15 engineers, including monitoring overtime and productivity.
- Trained new employees and co-ops on processes/procedures for customer satisfaction.
- Call Monitoring for quality assurance and provided coaching on performance improvements.
2005 : 2007
IBM
Technical Team Lead, Lotus Notes/Domino and QuickPlace
Company:
Salesforce
Years of Experience:
25
Skills
Active Directory, AIX, Budget Management, Business Analysis, Business Intelligence, Cloud Computing, Customer Service, Databases, Enterprise Architecture, IBM AIX, Integration, IT Strategy, Java, Leadership, Lotus Domino, Lotus Notes, Management, Microsoft Office, Performance Management, Project Management, Requirements Analysis, Software Development, SQL, Staff Development, Technical Support, Troubleshooting, Unix, Virtualization, Windows XP, XP
About
Over 10 years proven experience managing global work groups in a fast-paced, high volume, support environment. Focused on client satisfaction and effective teaming in a high performance culture to obtain organizational goals.
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