Nisreen Theal
Incident Manager
nisreen.theal@gmail.com Profile
(568) 501-4594 Incident Manager with 2 years of experience in effectively managing and resolving
123 Main St, Rapid City, SD IT incidents, ensuring minimal service disruption and swift restoration. Proficient
57701 in incident prioritization, root cause analysis, and implementing corrective
measures. Expertise in collaborating with cross-functional teams, adhering to
ITIL methodologies, and utilizing technical knowledge to enhance service quality.
Education Demonstrated ability to improve processes, maintain SLAs, and deliver exceptional
Bachelor of Science in customer support.
Emergency Management
at South Dakota State
Employment History
University, Brookings, SD
Sep 2016 - May 2021 Incident Manager at Black Hills Energy, SD
Relevant Coursework: Feb 2023 - Present
Disaster Preparedness, Hazard • Successfully reduced incident response time by 30% over a 12-month
Mitigation, Emergency Planning, period, resulting in increased customer satisfaction and improved operational
Incident Command, Crisis efficiency for Black Hills Energy in South Dakota.
Communication, Public Safety • Implemented a new incident management system, which increased the
Administration, Business accuracy of incident reporting by 40% and streamlined communication among
Continuity, and Emergency team members, leading to faster resolution of critical incidents.
Response Operations. • Developed and delivered comprehensive incident management training to
over 200 employees, resulting in a 25% reduction in human-related errors
during incident handling and a 20% improvement in overall incident resolution
Links time.
linkedin.com/in/nisreentheal
Associate Incident Manager at SDN Communications, SD
Aug 2021 - Jan 2023
Skills • Successfully resolved over 250 critical incidents within the first year, ensuring
ITIL Framework minimal disruption to clients and maintaining a 95% customer satisfaction
rate.
Risk Assessment • Streamlined the incident management process by implementing a new
tracking system, resulting in a 30% reduction in average incident resolution
Root Cause Analysis time and improving overall operational efficiency.
• Developed and conducted training sessions for 20+ team members on best
Crisis Communication practices in incident management, leading to a 15% increase in the team's
overall performance metrics.
ServiceNow Platform • Collaborated with cross-functional teams to identify and mitigate potential
risks, reducing the occurrence of major incidents by 40% within two years.
SLA Management
Escalation Procedures
Certificates
Certified Information Systems Security Professional (CISSP)
Languages Mar 2022
English
ITIL Incident Management Certification
French Sep 2020
