Kenny Ali
San Bernardino
Summary
Strategic utility professional with over 10 years of experience in business resiliency, emergency preparedness, and operational continuity. Expertise in coordinating planning and training across organizational units, conducting gap analyses, and enhancing recovery strategies. Skilled in managing real-world incidents, facilitating disaster recovery testing, and presenting critical metrics to guide leadership in response and recovery efforts.
Overview
20
20
years of professional experience
Work History
Bus Sys Anlys, Sr Spec
Southern California Edison
Redlands
07.2019 - Current
- Provide afterhours and 24/7 duty support, responding to critical incidents and supporting rapid stabilization and return to business as usual.
- Support incident management activities within crisis management processes, including real-time coordination, issue escalation, and documentation of lessons learned.
- Provided timely technical support, partnering with employees to resolve hardware, software, and connectivity issues, enhancing overall user experience.
- Partner with multiple organizational units to maintain and support response plans, recovery strategies, and operational readiness during incidents impacting customer operations.
- Communicate project status, assist with planning and scheduling, and ensure alignment of communications initiatives with business unit goals and strategy.
- Successfully manage multiple projects simultaneously, ensuring timely completion and adherence to all requirements for business resiliency planning.
- Lead major projects with significant financial and operational impact, including OPUS to SIP conversion and Live Web Chat implementation which included collaboration with Cybersecurity to mitigate project risks.
- Mentor and guide team members, fostering a safety-conscious work environment and promoting technical standards.
- Performed gap analysis on operational incidents and testing outcomes, identifying critical business processes, resources, and key personnel to improve response strategies.
- Tracked and maintained reports on critical technical issues, call center impacts, root causes, and resolutions, facilitating informed decision-making.
- Partner with vendors, IT, and key stakeholders to analyze and resolve highly impactful technical issues quickly and efficiently to minimize call center and customer impacts.
- Developed UAT plans, test scripts, and monitoring tools for disaster recovery testing.
- Supported Amelia IVA implementation through UAT execution, defect tracking, and operational readiness.
- Delivered Building, Renovation, and Project Planning Portal (BRPPP) requirements from a routing perspective on 7/24/2025: provided technical support in creating skills/groups, updating templates, and coordinating IVR changes.
- Completed system testing, UAT, and provided technical support in Qfiniti 24.1 upgrade (completed December 2024).
- Validated 500+ TCS VDIs and SCE ENA laptops post implementation to ensure Qfiniti 24.1 was properly installed for screen recording.
- Developed UAT plan/scripts for the Live Web Chat Project, conducted UAT, documented results, and created monitoring view templates. Successfully implemented project on 3/24/2025.
Program/Business Analyst (ABU2)
Southern California Edison
RCRO
07.2017 - 07.2019
- Designed and delivered training programs and exercises to prepare employees for new operational models, continuity scenarios, and remote work readiness.
- Designed and developed training material for 3-day learning labs; delivered classroom-style training to prepare ENAs to become At-Home Agents by advising on best practices.
- Developed and maintained program documentation, procedures, and job aids to support planning, testing, and execution of recovery activities, including presentation materials and application documentation.
- Cultivated relationships with leadership, project managers, supervisors, and ENAs to sustain an effective At-Home Agent Program with reliable support and communication.
- Provided technical support remotely for up to 185 At-Home Agents; traveled between Irwindale and Rancho Cucamonga call centers to support At-Home Agents.
- Led implementation of OPUS Audio Codes project; converted 94% of eligible At-Home Agents to Audio Codes phones and Dragon amplifiers, improving agent performance. Tracked progress and provided status updates to stakeholders.
- Communicated training outcomes to all levels of management, summarizing learning lab performance and readiness for remote work.
- Collaborated as one of 8 stairwell monitors in support of Business Resiliency and the Business Continuity Plan (BCP); ensured safe building egress, collected rosters, and provided accountability to the Emergency Response Coordinator.
Customer Solutions Representative 2
Southern California Edison
RCRO
04.2006 - 07.2017
- Acted as the primary point of contact for facility issues, collaborating with building engineers and property management to maintain a safe and prepared work environment.
- Managed Client Letter (Oracle) on-boarding and off-boarding accesses for all users (CCC, RSO, GC Services), ensuring accuracy of customer correspondence while maintaining 1,250 authorized licenses in collaboration with Top-Down Systems vendor and IT.
- Database administrator for Client Letter (Oracle) on-boarding and off-boarding accesses for all users (CCC, RSO, GC Services) to maintain 1,250 authorized licenses; collaborated with Top-Down Systems vendor and IT to ensure accuracy of customer correspondence.
- Analyzed trends, risks, and performance metrics; developed reports for leadership review to inform decision-making.
- Analyzed trends, risks, and performance metrics; prepared reports for leadership review.
Education
Business Administration, B.A. -
University of La Verne
La Verne, CALiberal Arts and Sciences, A.A. - undefined
Chaffey College
Rancho Cucamonga, CAComputer Electronics, A.S. - undefined
High-Tech Institute
Phoenix, AZSkills
- Incident management
- Business Continuity Planning
- User acceptance testing
- Gap analysis
- Process optimization
- Data security compliance
- SAP, SQL, MS Office Suite
- Call routing support
- Crisis Communication
Timeline
Bus Sys Anlys, Sr Spec
Southern California Edison
07.2019 - Current
Program/Business Analyst (ABU2)
Southern California Edison
07.2017 - 07.2019
Customer Solutions Representative 2
Southern California Edison
04.2006 - 07.2017
Computer Electronics, A.S. - undefined
High-Tech Institute
Liberal Arts and Sciences, A.A. - undefined
Chaffey College
Business Administration, B.A. -
University of La Verne