Travis Wampler, MIS, AMBCI, LSS

Experience

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  SCOCOG

  Sept 2002 - May 2003

  Regional Planner

  Writer and researcher of community comprehensive plans, budget/allocation of grants, and contract administration for regional projects.

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  Galaxy Theatres

  Apr 2004 - May 2007

  General Manager / V.P. of Texas Management

  Promoted to fulfill a broad range of legal and business operations in the Texas region, which included licensing and regulation, public relations, HR functions, and marketing/advertising. Performed HR Management and Payroll functions for the Texas division. Oversaw the daily operations of a ten-screen cinema, retail concessions and ticket sales, while managing a team of five managers and 45 floor staff.

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  Cisco

  May 2007 - Aug 2008

  Team Lead IV

  Managed a team of Tier I, II and III network engineers in the Network Operations Center (NOC). Performed analysis and process flow restructuring for Service Desk (SD) and Incident Management (IM) escalation procedures, as they pertained to our various business partners and clients. Ensured all incoming escalations from partners and clients were handled per SLA objectives for immediate resolution by network engineers.

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  Self Employed

  Sept 2009 - Dec 2011

  Freelance Writer and Editor

  Writer and editor for various online publications and media outlets.

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  Blizzard Entertainment

  Feb 2010 - Jan 2011

  Account and Technical Support

  Provided exceptional and recognized front line customer support to gamers encountering account and technical difficulties. Supported titles ranging from the award winning StarCraft 2 and World of Warcraft to legacy titles, such as Diablo II and Warcraft III.

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  Steve Jackson Games

  Jan 2011 - Nov 2011

  Corporate Retail and Logistics Manager

  Oversaw the operational and logistical management of Warehouse 23, as well as major convention planning and management. Streamlined processes regarding order fulfillment, shipping logistics, database entry, and inventory management. Documented and improved all restructured processes for an internal wiki. Managed teams to improve workflow discrepancies; thereby, assisting in process improvements and logistical operations for a more customer-centric model for online order fulfillment and follow-up via forums, email, and telephone. Show less

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  Electronic Arts (EA)

  Dec 2011 - May 2023

  Responsible for the development of Electronic Arts' global policy on business continuity and resilience planning. Primary responsibilities were focused on inter-departmental risk audits, continuous improvement initiatives, and process mapping to ensure the best-in-class response was in place in the event of a business impacting catastrophe. Daily activities included risk planning and assessment, meeting with and/or presenting to senior-level stakeholders, and providing status updates to executive leadership teams. Show less Primary responsibilities of Continuous Service Improvement, Incident & Problem Management, Service Ops, & Real-Time Management, including:- authoring ITIL-based processes for strategic, operational, and tactical response plans;- continual gap monitoring for improvement planning opportunities; - change management for normal, standard, and emergency change in a real-time environment;- tech stack administration of service ops, incident response, and data analysis tools;- global escalation point for all severe and critical impacts;- decisive voice of leadership during business critical impacts;- compiling post-incident reports to senior leadership and global stakeholders; - business continuity and crisis management planning;- project and initiative management within the RAPID model;- oversight and development of analytical tech stack for event monitoring and analysis;- real-time workforce management across our customer experience centers;- facilitation of product launch rooms and launch mitigation strategies;- daily leadership and management of our senior and junior analyst teams; Show less

  • Business Continuity Manager

    Jan 2022 - May 2023

  • Incident & Continuous Improvement Manager, Service Delivery

    May 2014 - Jan 2022

  • Lead, Global Live Operations Analyst

    Sept 2012 - May 2014

  • Team Manager, EA Games Label

    Dec 2011 - Sept 2012