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Management Customer Service

Charlotte, NC
March 29, 2018

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Shirley Hooks

***** ******* ***** ** *********, NC 28262


Customer Focused/Results Driven/Information Technology Professional

Over 20 years’ experience in mainframe/midrange applications and command center operations.

Expansive knowledge of production batch processing, and system server maintenance.

Educated and experienced in quantitative analysis tools and methods to turn data into information.

Technically skilled expertise as400 iSeries, Unix/IBM and databases such, SQL Server 2005, and DB2.

Knowledge of incident, problem, and change management using ITIL guidelines. ITIL Certification.

Key Competencies

Problem Management

Incident Management

Technical Documentation

Customer Service

Work Experience

Assistant Vice President- Problem Management, 8/2016 to 2/27/2018 BANK OF AMERICA MERRILL LYNCH, Charlotte NC

Management of active problem ensuring they are kept up to date with clear, concise information.

Ownership and coordination of actions of assigned problems.

Engaging with appropriate technical and business teams across the enterprise to assist in the resolution of problem records.

Recommend needed product/process changes that will lead to increased customer satisfaction.

Facilitation during post incident reviews with senior team members

Production of statistics and reports to demonstrate performance of the Problem Management process such as, incident trend data to identify and eliminate root causes, diagnosis of faults and determining whether new incidents are related to existing problems, proactive in identifying problems, and analyze & recommend Service Improvement plans.

Active participation in the constant improvement to the Problem Management Process

Arrange meetings, completing post incident reports, note taking, providing root cause updates to key upper-management.

Assistant Vice President- Shared Operations Technology (SOT) Production Service - L2, 5/2015 to 8/2016 BANK OF AMERICA MERRILL LYNCH, Charlotte NC

Subject Matter Expect and manage day to day Problem Management for the Shared Operations Technology business.

Ensure that a Problem Management ticket is opened in REMEDY to track and document Root Cause and Corrective Actions.

Work Experience Cont.……

Send Synopsis and periodic email updates for Significant Incidents with active Root Cause investigation.

Initiate and facilitate Root Cause and Corrective Action (RCCA) meeting to review new incidents and status updates.

Track all Problem Incident (PBI) and Problem Known Error (PKE) to completion.

Ensure Incident tickets for P1, P2 and Sig P3 are closed with all required information and data quality confirmed.

Created the Shared Operations Technology End to End processes illustration.

Created the Shared Operations Technology managers Excel model training tool, used to track college grads and employees training.

Assistant Vice President- Sr. Analyst-SYS Admin & Support Command Center Operations, 10/2009 to 5/2015 BANK OF AMERICA, Richmond, VA

Monitored production systems, applications and network performance through the use of various Network Management and Application Monitoring Tools.

Performed the execution of daily batch schedule for IBM iSeries AS400 systems including system backup and recovery, running batch streams, report distribution, system updates and troubleshooting.

Create monthly reports and metrics providing analytical interpretation of data.

Open and update Incident tickets in MAXIMO for events occurring outside of the standard procedures, respond to internal customer calls and escalations. Manage bridge /conference calls in the implementation of emergency changes.

Acted as a liaison between Senior Management and application programmers in the Change Management process. By analyzing requested changes for feasibility within Service Level Agreements.

Coordination and communication between Applications, Operations, Networking and Systems to facilitate smooth Change Management practice. Resolve scheduling conflicts, variances and distribution.

Worked with IBM and engineering teams in administrating hardware changes by providing operator functions on the AS400 during weekly system maintenance. In addition assisted in writing the Change Management procedures within the HL&I Department.

Administration support with iSeries OMS400 object mirroring system and distribution systems

Handled light security duties by granting/revoking access to users of the IBM iSeries servers.


In November 2011 received a Gold Recognition Award for my role in a major IBM Resiliency Project.

Bank of America Consultant (contract to hire), 7/2009 to 10/2009 Sapphire Technologies, Richmond, VA

Systems Operations Engineer integrating Countrywide Mortgage Home Loan and Insurance IT support into Bank of America Command Center Operations support

Work Experience Cont.……

Service Center Analyst, 12/1996 to 10/2008 EDS, HP Company (AT&T account), Birmingham, AL

Provided application support for IT services and special projects with daily responsibility for MVS Mainframe and Midrange application maintenance, batch cycle, monitoring/management, IPL and job failure resolution (JES2, JCL, TSO, UNIX, MAESTRO, restores, editing and restarts) that occur on a 24x7x365 basis.

Logging the appropriate support ticket for each incoming call, troubleshooting (comprise of hardware as well as software) of any support issues and ticket closure within the departmental SLA (Service Level Agreement).

Served as the escalation point of contact for customers, agents and internal departments.

Ensured that 100% proper coding, documentation and quality are maintained for monitor agent’s tickets/service request, which reduced recovery errors.

Resolved application problems for Database Administrators, programmers, and users.

Reviewed and modify workload scheduling for mainframe/midrange processes to ensure no conflict with online applications; made recommendation for schedule changes to SME.

Supported change management processes for implementation of software changes, releases, and conversions by reviewing operational checklist to ensure new projects and system deployment are production ready.

Served as mentor to programmers, users, and Subject Matter Experts. Applications included: IMS, DB2, MVS, JCL, QMF, GUI interfaces, and web interfaces.

Ensured that 100% critical batch service commitments were met by providing technical solutions while monitoring production and test sites for mainframe and midrange cycle.

Resolved hardware failures and managed application upgrades for a two-year project to convert BellSouth billing cycle from mainframe to midrange computers, which improved production and reduced costs.

Documented processes, provided feedback, followed protocols, and received ISO 9000 certification for 2000.

Initiate and documented errors generated from testing the Disaster Recovery Plan and worked with the Disaster Recovery team to develop solutions for a more effective Disaster Recovery Plan.

Databases, Applications, and Languages

Microsoft Office Suite (Excel; Pivot Tables/Charts), eSmart, TSO/ISPF, SDSF/IOF, JES2, VTAM, AS400, TMS, MVS, SAR, CA7, CA7 scheduler, CA11, REMEDY, VISIO, btConverge, ROBOT/Network/Scheduler, TCP/IP, COBOL, IMS, DB2, IMSAUTO, BRMS, Vision Software ( OMS400 and ODS400), MAESTRO, MAXIMO, DB2AUTO, JCL, QMF, STS, IPL, SQL/SPUFI, UNIX, iSeries, TBSM, RAPTOR


Alabama A&M University- Huntsville, AL.

Bachelors of Science, Computer Science. May 1982.


Furnished upon request.

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