Mary J Mallard Home: 818-***-**** / Cell:

818-***-****

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abmrf8@r.postjobfree.com

West Hills, CA 91304

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Accomplished IT Operations Problem Manager,

with substantial knowledge of PMI Project Management Techniques.

PMI Certified Associate in Project Management (CAPM) #513586

Microsoft Certified Technology Specialist (MCTS-Project 2007) (MCP) ID#

6571284

Information Technology Infrastructure Library (ITIL - Foundation

Certification) c.586343

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SUMMARY: Over 15 years of Information Technology (IT) experience.

Recognized for ability to quickly master new technologies, adept at

extensive customer/user communications globally, and highly knowledgeable

and capable with project management (Applications/Hardware updates,

Testing, Change Management, etc). Service effective in customer-driven

environments (Health Care (HIPAA trained), Entertainment, and Banking).

Savvy leader of continuous service management improvement processes.

SKILLS:

. A talent for analyzing problems, developing and simplifying

procedures, and finding innovative solutions. Analysis ability allows

for factual review to promote intelligent decisions.

. Refined problem, project management, and service management best

practice skill set. Proficient with customer/client and

management/executive interaction. Expertise in Service Level

Agreements (SLA), Operations Management, System Availability,

Production Support, and Computer Operations.

. Ability to work well independently, and as a team player both within

assigned team and with other teams. Superb interpersonal skills,

excellent organizational skills, an effective communicator. Strong

work ethics and values. Personable, professional, and very neat in

appearance.

WORK EXPERIENCE

2006 - Present Self Employed

West Hills, CA

ITSM/ITIL Service Management Best Practice and Project Management Services.

. Creating PDF Project Management forms using Adobe Acrobat and

LiveCycle Designer.

2004 - 2006 Problem Manager IBM (PacifiCare Account)

Cypress, CA

Completed all aspects of handling IT problems. Delivered outstanding

Problem Resolution with Root Cause Analysis. Problem management system

(IBM ManageNow) supported the process flow. Consistently met the goal of

scheduled up time of 97 to 100 percent.

. Directed the functions of customer interaction, defining the problem,

progress tracking, communicating status, resolution, and closure.

. Researched workarounds in the knowledge database, managed bridge

calls, and initiated pages to technicians.

. Communication skills used in a calm and effective manner, especially

with Clients who were upset or irate. Participated in Change

Management Meetings.

To improve the effectiveness of the problem management team; designed,

documented, trained staff, and implemented four service level improvement

projects.

Mary J Mallard Page 2

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. Developed severity standards formats, which improved workflow and

customer service

. Created severity pages, making the process more consistent and

efficient with approximately 5 percent time savings

. Defined a database of known problems to facilitate the early

resolution of repeat problems, improving resolution time by 10 percent

. Designed and implemented a worksheet, standardizing problem tracking

and documentation

2002 - 2004 System Management IBM (Paramount Pictures)

Hollywood, CA

Performed various computer operations activities in the same Data Center

and processing environment as in the earlier Data Center Analyst position.

. Using enhanced network monitoring tools, diagnosed problems taking

action to resolve issues and escalating Critical severity problems to

executives, vendors, and technical resources.

1994 - 2002 Data Center Analyst Paramount Pictures

Hollywood, CA

Performed computer operations management in a Data Center with multiple

types of equipment and system components (Tivoli; Openview; NetMon;

Maestro/Unix; AS/400; CICS; MVS/ESA). Primary Customer contact for problem

resolution with systems availability and functionality. Assisted the Help

Desk in problem solving.

. Monitored local and remote network status and worked with technical

resources to resolve problems. Ensured that processing jobs completed

successfully within the scheduled timeframe. Interacted with

technicians and vendors to correct equipment failures.

. Using a job control system, added new jobs and modified job workflows.

Analyzed media library processes to reorganize magnetic tape pools and

to formalize documentation.

1988 - 1993 Project Manager World Savings

San Leandro, CA

Managed projects for the information processing center. Directed a project

for the movement of processing to an in-house data center for application

conversions. Project completed on schedule and 20 percent under budget.

. Developed ongoing computing job controls (JCL/PROCS), and testing

plans.

. Installed job scheduling and reporting databases (CA-7 Job Scheduling;

CA-11 Job Restart; CA-Dispatch Reporting).

. Primary Customer liaison for scheduling work, resolving problems,

training, procedural impact, and new process presentations.

1986 - 1988 Shift Manager Triplex Direct Marketing

Novato, CA

Directed a team of 5 employees who performed the operations of a data

processing center (IBM Mainframe).

. Job scheduling, problem resolution, staff scheduling, personnel

evaluations, and training; allowing data center staff to submit,

manage, and track the execution and output of batch jobs.

EDUCATION

Project Management Learning Tree

University Chatsworth, CA

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