Justin Mallozzi

Experience

• 

  Chick-fil-A Corporate

  Jun 2010 - May 2015

  Senior Team Member

  •Assigned a variety of duties with increasing responsibility, including: customer service, management of cash register, management of drive through, etc.•Viewed education videos and took written and oral tests to receive promotion to Senior Team Member•Assigned responsibility to direct the activity of others•Operated under a fast-paced work environment and learned to multitask effectively.•Proficient in quality customer service and relationships

• 

  Eastern University

  Aug 2013 - Aug 2015

  My responsibilities as an Academic Tutor include:-Aiding students in study techniques and good habits-Aiding them in the subject they are struggling in and giving them a better grasp of the information-Assist in organizing the students schedule and providing planning organizational skills My responsibilities as a Resident Assistant include:-Coordinating Activities for Residents-Providing a safe environment for residents -Trained in counseling techniques

  • Academic Tutor

    Feb 2015 - Aug 2015

  • Resident Assistant

    Aug 2013 - May 2015
• 

  Outback Steakhouse

  Jun 2015 - Jul 2016

  Server

  My experience at Outback Steakhouse has helped me improve my skills in keeping things organized, both mentally and written down. Being able to work as a team and to work with the goal of creating a positive lasting impression on our guests, has developed the respect I have for the industry. I have also become more acute to the wishes of others just by examining the situation from afar and have been privileged to respond accordingly. The position has also improved my sense of deadlines, and the skill to complete tasks in a timely manner. Show less

• 

  Vanguard

  Aug 2016 - now

  Manages the facilitation and remediation of major technological incidents impacting the enterprise as a whole. Also responsible for follow up to the major incidents in terms of root cause analysis, after-action reports, and remediation plans.• Manage Major Incidents for The Vanguard Group, supporting 19,000+ employees across 21 global locations, overseeing $8 trillion in assets.• Implement and execute major incident management processes, encompassing invocation, ownership, escalation, communication, and service restoration.• Apply ITIL best practices to support affected business units, coordinating technical and non-technical teams including application, infrastructure, and third-party suppliers.• Conduct post-incident reviews and participat in problem management meetings to identify root cause, ensuring accurate and timely communication to stakeholders.• Established operational standards and procedures, optimizing incident responses and minimizing service interruptions, contributing to up-to-date procedure manuals and incident playbooks.• Utilize cutting-edge tools like ServiceNow, PagerDuty, and JIRA to promptly identify, communicate, and resolve incidents, ensuring minimal disruption to operations. Show less Responsible for the Root Cause analysis follow up and remediation plan implementation following major technological incidents.• Modernized the problem management workflow, state definitions, and update requirements to ensure proper ITSM guideline enforcement, achieving a reduction in overdue problem records of 92%.• Maintained day-to-day responsibility for the oversight and resolution of problem records with focus on enforcing proper root cause investigation, problem lifecycle maintenance, and complete closure criteria.• Identified difficulties with communicating active problems to our end-users, assessed and compiled parallel-industry solutions, and devised a new workflow for communication. • Identified, recognized, and compiled potential problem sources from current and historical incident data.• Gained further exposure to Vanguard IT infrastructure and resiliency strategies, such as multi-cloud• Achieved mastery of the ServiceNow (SNOW) platform by obtaining the SNOW Certified Administrator certificate Show less Triaged support tickets and managed medium to high severity technological outages. Facilitated real-time communication between business groups and IT groups.• Acted as the point of contact for Vanguard's personal investor division for Major Incident calls of all severity levels• Conveyed incidents clearly and precisely to large audiences to aid in business transparency and remediation strategies.• Provided critical analysis and feedback, communicated potential root causes, identified further potential impacts, and suggested remediation strategies.• Mobilized groups to remediate incidents of varying severity levels for the business and then held these groups accountable for their actions• Worked effectively within a small team. Anticipated actions required to enhance the team’s ability to function. Show less Maintained ownership of end-to-end business user workflow test cases to best verify new updated code releases prior to their elevation.• Developed, maintained, and owned relationships with key stakeholders in order to be at the forefront of business changes• Clearly reported elevation issues and served as a point of contact between Release Management and IT Project leads & developers• Chosen to provided key support for internal Vanguard infrastructure projects• Owned resourcing and testing output for mobile devices for a team of 12+ individuals Show less Responsible for fulfilling a multitude of client requests, both financial and clerical, via the mail and phone channels.• Specialized in the transfer of external assets, while also processing monetary and clerical requests with the highest quality service and accuracy• Demonstrated ability to excel in high volume situations and adapts within a fluid work environment• Leveraged resources effectively to meet challenges and provide alternative solutions to provide an excellent client experience• Communicated efficiently with clients and contra-firms• Involved in the development of numerous Standard work projects and NWOW (New ways of Working) Show less

  • Generative AI Intake specialist

    Jun 2024 - now

  • Major Incident and Problem Management

    Sept 2023 - Jun 2024

  • ITIL Problem Management Specialist

    Jan 2020 - Sept 2023

  • Business Technology Specialist

    Jan 2019 - Jan 2020

  • Software Testing Specialist

    Jan 2018 - Jan 2019

  • Processing Associate

    Aug 2016 - Jan 2018