Computer Operator Manager

* ***** ***** **. *******, MO.

314-***-****

***********@*****.***

Mandy D. Dougherty

Professional Summary: With over 30 years of experience in I.T. From Computer Operations, Systems Analysis, Systems Programming, Business Analysis, Project Management to Service Now and ITSM, I have much experience to offer your business. My professional work ethic allows me to continue to work on issues until resolution is found. It would be a pleasure to work with your business. I am both ITIL V3 Foundation and ScrumMaster Certified.

Experience:

10/01/2016 – Present BJC Healthcare St. Louis, MO. IS Sr. Analyst (App Business Focus

·Support ITSM processes using Service Now.(such as Change and Service Catalog)

·Provide Support for Change Management and Service Catalog Design

·Create reports for leadership for metrics and decision making.

·Elicit requirements for Service Catalog, detail them using flowcharts etc. leading to completion of requests.

·Provide change management reports for CAB meetings and maintenance windows.

·Review ITSM related surveys to ensure excellent customer service.

·Work closely with members of my team and cross functional teams to ensure customers are provided with the most accurate information.

·Troubleshoot issues with changes in system and provide support.

·Assist coordination with the move to the EPIC System as project manager. 02/12/2016 – 10/1/2016 Northrup Grumman St. Louis, MO (Consultant) Business Analyst

·Assist with Business Case development of projects

·Planning and monitoring of business needs using various methodologies including Agile.

·Eliciting requirements, organization and reporting

·Requirements analysis, recommendations and project assistance to both IT and Business staff

·Attend Business and IT meetings and participate in discussions to achieve successful goals

·Documentation of project and working closely with PM to ensure all team members are involved and engaged

2006 – 02/12/2016 FedEx Freight Harrison, AR

Project Manager

·Provide Project Manager Support for various projects in company both IT and Business.

·Prepare reports, provide weekly status using COE tools such Word/Visio/Excel/Version One etc

·Assists with collection of information used to develop project scope, schedule and budget

·Attend meetings in support of projects at various FedEx locations and across business teams.

·Attend education to continue to grow in the PM role.

·Provide Infrastructure information and work within IT to bring projects to a successful closure.

·Use of various methodologies (waterfall, Agile etc) to ensure proper and successful implementation of project.

Operations Analyst

·Assist Development with Change Management, approving, and guiding developers Prepare Change management reports using Crystal Reports

·Ensure compliance of SOX control points and monitor changes regularly.

·Assist Computer Operations in answering questions and implementing changes

·Provide Peregrine education to IT groups including development when needed.

·Assist with various IT related special projects.

·Provide rotating on-call support and participation during Crisis Calls

·Active member of QAT team as implementation team for ISPW Data Center - Computer Operations Supervisor

·Responsible for 24/7 operation of the Data Center Operations

·Ensure appropriate staffing and education for Computer Operations staff

·Provide technical assistance/education to staff when appropriate

·Escalation of issues to management

·Ensure data center documentation is appropriate and accurate

·Maintain high availability of production applications & systems

·Disaster Recovery preparations & documentation

·Ensure Data Center Facilities are maintained for high availability 1998-2006 - Anheuser-Busch Companies St. Louis, MO Systems Programmer, MIS Specialist

Sr. MIS Technical Analyst

·Responsible for the implementation, configuration, administration and technical support for IBM WebSphere on Z Series platform.

·Provide assistance with deployment of applications to WebSphere using IBM WebSphere tools and products such as WebSphere Studio Enterprise Developer & WebSphere Studio Application Developer based on Eclipse Technology.

·Provide technical support for TCP/IP and SNA Communications along with VPS.

·Provide z/OS technical support to customers and engage with other technical teams and vendors on projects. Provide and support the z/OS mainframe infrastructure. .

·Use SMPE to install various z/OS packages such as WebSphere, TCP/IP etc. on the Z/OS mainframe system parallel sysplex and provide 24 hour support.

·Troubleshoot and diagnose issues to prompt resolution in professional manner.

·Assist with coordination and implementation of Disaster Recovery testing and post mortum. 1996-1998 - Envision Consulting St. Louis, MO

Sr. MIS Technical Analyst – Consulting at Anheuser-Busch Companies

·Provided daily z/OS technical support to various groups within company.

·Coordinate and implement configuration and support of mainframe printers using TCP/IP and VPS.

·Responsible for implementation, configuration and support of several Microsoft SNA Servers providing communications to Z Series mainframe platform.1987-1996 - MasterCard International St. Louis, MO 1987 – 1996 - MasterCard International, St. Louis, MO MasterCom System Analyst

Lead Operator – Computer Operations

Senior Computer Operator

Computer Operator

·Provided 24 hour technical support of MasterCom PC system software/hardware both internally and at various bank locations.

·Provided disaster recovery support of Operations at backup Data Center location.

·Trained data center staff on various responsibilities and provided daily technical support of mainframe systems. 1985-1987 - Monsanto Chemical Company St. Louis, MO Computer Operator – Co-op Student

·Provided support of mainframe tape library and technical assistance.

·Provided distribution of mainframe reports.

·Operated large laser printers, bursters, decollators and tape drives. Education

1998-2002 Maryville University St. Louis, MO

·Bachelors in Information Systems

1984-1986 St. Louis Community College St. Louis, MO

·Associates Data Processing Operations

Training

·ITIL Foundation and Certification – 2005 Memphis TN and 2018 St. Louis MO

·LDRPS Basic & Administration Training (Strohl Systems – PA)

·Dale Carnegie (FedEx Freight) – Completed 2007

·IBM WebSphere Application Server for z/OS Version 5.0 Installation & Configuration (IBM-Atlanta)

·IBM WebSphere Studio Enterprise Developer (IBM-St. Louis)

·IBM WebSphere Studio Application Developer (IBM-St. Louis)

·IBM WebSphere Application Server for z/OS Version 4.0 Installation & Configuration (IBM-Atlanta)

·IBM WebSphere Application Server for z/OS Security (IBM-St. Louis)

·WebSphere Technical Conference 2004 (San Francisco)

·TCP/IP Architecture for z/OS (IBM - Atlanta)

·TCP/IP for z/OS Installation & Configuration (IBM-Atlanta)

·SHARE Conference 2000 & 2005 (Anaheim & Boston)

·VPS Administration – Levi Ray & Schoup

·Java Programming & J2EE – Washington University CAIT

·Peregrine Change Manager, Service Now & Endeavor

Awards

·Dale Carnegie Graduate 2007

·Extra Mile Award 2006 – Data Center Power Upgrade Certification

·Certified ITIL V3 Foundation Certified by HP June 2005 and 2018

·ScrumMaster Certification 2014.

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