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Experienced Information Technology Professional

Troy, MO, 63379
November 13, 2018

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Melisa A. Allen

Experienced Information Technology Professional



Seeking a position at an innovative company with continued growth which desires an ambitious,adaptive, and mindful partner demonstrating consistent progression. I would love an opportunity to develop and support solutions which automate processes, reduce resource utilization, improve customer experience, increase employee productivity and enhance administrative efficiency by leveraging 19 years of solid experience and proven leadership skills.


St. Louis Ehlers Danlos Syndrome Support Group; Midwest Region September 2012 - Present

Founder & Ambassador

(Volunteer Position)

Maritz, Inc., Fenton, MO

Global Technology Services

October 1998 - September 2017

● Service Delivery Team

● Network Operations Center

● Automation & Integration Services

● Production Control

● Acquisition & Information Services

Infrastructure Analyst III (Technical Lead)

Infrastructure Analyst II

Infrastructure Analyst I

Senior Production Control Scheduler (Lead)

Associate Production Control Scheduler

Production Control Coordinator.

ERP Product Owner, Programmer & Administrator, Global Application Release & Automation Owner, Functional/Technical Business Analyst, Global Network Operations Monitoring, Resolution & Automation Technical Lead, Annual Disaster Recovery Project Lead, FTP/File Transfer & Managed Services Solution Architect.

Demonstrated success in application administration, software releases, custom development with varied COTS enterprise software, file transfers across platforms/operating systems (including conversion for formatting/platform), troubleshooting first/second level escalations, knowledge sharing at all levels, peer development, team building and motivation, documentation, subordinate review, monitoring, and development, direct client support, and determining opportunities for improvement or automation. Quick study not satisfied with simply completing the task - rather ensuring everything is configured best for growth and replication; reviewing all issues/alarms for RCA and prevention of recurrence or training opportunities. Cross-team function/communication ensuring all business units and departments are considered.

*2014 Captain of corporate kickball team

*2015 United Way Campaign Department Head

*Manager - Corporate softball team multiple seasons

*2017 Corporate Yearbook Committee

*Regular volunteer - United Way Service Projects

*Many other volunteer positions held over the years

*Several recognition awards received (peer, leader, and customer / client) EDUCATION:

2011 - University of Phoenix

A.A. Information Technology

* Many individual courses completed through employer, local universities, vendors, and online resources



Recent Major Projects:

Converting all system and server processes on a large scale, global, enterprise network to replace an outdated and expensive legacy Mainframe system; increasing productivity, user access, automation and reducing resource utilization. Integrating processing into one platform provided a cleaner portfolio.

Successful completion of a recent network reset and overhaul; encompassing the shut down of all access, rebuild of accounts and access points, migration to password vault, user resets, FTP reconfigurations, process re-engineering, least privilege implementation, and security refresh. No official project failures have been encountered; though I've worked through many delays, issues, and adjustments. I've always exercised lessons learned sessions to benefit experiences and improve future endeavors.

Additional Qualifications Summary:

Network Operations Center, Automation & Integration Services, Production Control, and Service Delivery:

Demonstrated success in application administration, development, and conversion, ISO and PCI compliance review, software release configuration and automation, change and config management processing including documentation, notifications, and approvals, expert level development and configuration within varied COTS enterprise software, server synchronization and backup, file transfers across platforms / operating systems / domains

(including conversion for formatting / platform / site restrictions), PCI regulation compliance, client account and relationship management, maintaining vendor relationships, third party support and coordination, software review, selection, and approval, server and database backup logging and automation, lead resource for disaster recovery preparation and processing, configuration and maintenance of test systems / platforms, initiating requirement gathering sessions and documenting, creating charts / flows of proposed solutions, lead project resource, intensive troubleshooting of first / second level escalations (incident management), on-call responsibilities, knowledge sharing at all levels, peer development, team building and motivation, SDLC, STLC, ITIL, documentation and knowledge base administration, audit review and processing, subordinate review, monitoring, and development, direct client and customer support, communicating issues, changes, developments, and reviews with all levels of management / leadership, assignment delegation and monitoring of queue for large cross-shift team, determining opportunities for improvement or automation (process improvement), and Service Now/Service Manager

(ITSM) administration including system builds. Quick study not satisfied with simply completing the task - rather ensuring everything is configured best for growth and replication; reviewing all issues and alarms for RCA and prevention of recurrence or training opportunities. Cross- team function / communication confirming all business units are considered. System administration performed on varied platforms: Windows (multiple versions), Unix, Linux, SQL, etc. Configuration of alerts / alarms for multiple platforms including creation of remediation documents and automated, proactive resolution.

Support in a consultative manner for a multitude of diverse clients across several industries. This includes corporate business units / departments such as: Travel, Research, Rewards, Incentives and Motivation, HR, CX, Warehouse and Fulfillment, Loyalty and Marketing, Automotive, Redemption Center, Print Services, Acquisition and Information, Order Management, Call Centers, Banking / Financial, etc.

Support Group:

Resource for medical, professional, and educational information, referrals, and assistance. Community outreach to patients and professionals, covering the entire Midwest region. Serving as local resource for legal, medical, and government parties to assist with cases in the disability process. Marketing, research, and development; locally and internationally. Social media promotion and communication on multiple platforms. Group management for over 600 members across several states. Conflict resolution when necessary, conference documentation, knowledge sharing of official medical information, research updates, and informal details. Organization of meetings and functions, professional and social. Material orders, including custom items, meeting items, and business supplies.

* 2015 Awareness event with local, major network media attendance, air time, and newspaper coverage.

* Dramatic increase in education and awareness throughout national medical community via direct solicitation/contact and advocating.

* Obtained official Missouri state proclamation assigning May as Ehlers Danlos Syndrome Awareness Month from Governor Jay Nixon.

* Several print media articles covered over the years throughout the region.

* Rapidly increased membership for rare, under-educated, and misdiagnosed connective tissue disorder through various promotional methods:

- 3 members in 2012

- 50 members in 2015

- 625 members currently

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