Senior Technical Support Professional

Linda Miller-Plumley

Yelm, WA ***** 512-***-****

******************@*****.*** www.linkedin.com/in/linda-miller-plumley-46b72426

SENIOR TECHNICAL SUPPORT PROFESSIONAL

Develop and Implement Solutions that Maximize Computer System Capabilities

Highly skilled professional with extensive experience within IBM supporting multiple products and performing operational quantification tasks while maintaining virtual environments and providing education, mentoring, and customer risk analysis. Strive for culture of dynamic and articulate support to client with focus on customer satisfaction through prioritization and negotiation of clients and internal resources to improve quality of service and self-reliance.

Process Improvement

Change Management

Risk Management

Issue Resolution

Metrics & Data Analysis

System Administration

Network Management & Analysis

Security Vulnerability Analysis

Extensive Operating System (OS) Knowledge

Network & OS Tuning

Professional Experience

INTERNATIONAL BUSINESS MACHINES (IBM), TX and WA 1998-2019

Senior Technical Support Professional

Worked with internal and external customers and vendors to identify issues and provide troubleshooting, analysis of user error, security, hardware and software-related issues. Maintained and documented setup and requirements of virtual and physical environments for testing and customer use. Initiated change requests and applied required maintenance. Developed and presented training documentation and best practices. Authored knowledge articles. Executed extensive network and security testing and diagnostics to provide short and long-term strategies. Provided trending data analysis for highly visible customers. Used Powershell and packet traffic tracing tools to diagnose network vulnerabilities. Monitored tools, system, and event logs to identify issues.

Completed warranty cost analysis to lower costs of reported issues by analyzing areas of concerns and tailoring plans to address the issues, resulting in fewer reported incidents.

Developed standard operating procedures (SOP) and processes best practices to lower ramp up time for new members, as well as, providing more effective and efficient productivity and downtime.

Designed front-end process for monitoring incoming problem queue and assigning owners to ensure workload balance and contact expert match, increasing response time from 60% to 100%.

Established advanced troubleshooting course to provide training and methodology to internal and external customers, consultants and peers, decreasing resolution target of less than 15 days.

Published internal install requirements, procedures and best practices and authored installation portion of product certification test.

Consulted with management to identify trending metrics for business units, teams, and individual performance with metrics, determining compliance of targets.

Documented backup and recovery procedures of lab, testing and production requirements to ensure integrity and restoring environment, minimizing data loss and downtime.

Designed, coded and created entry screens for storing and tracking confidential licensing data for criminal law enforcement division for state of Texas, adding reporting mechanism to provide metrics and searching capabilities.

Constructed and published virtual environment processes and software usage documents, educating internal and external customers.

Created and implemented incident and change request processes and procedures. Performed environment and security vulnerability risk management analysis for customer base, consultants and vendors.

Troubleshot and resolved security, OS, domain, network, virtual and active directory incidents through logs and system information.

Devised, developed and implemented server solutions, disaster and recovery plans for enterprise server and database environments. Utilized Vcenter and VMWare to setup multiple environments, minimizing physical hardware to reduce operation costs.

Professional Certifications

-Tivoli Application Dependency and Discovery Manager (TADDM) - ITIL Foundation

-DB2 Administration Foundation - IBM Certified Deployment Professional

-Foundation IT Service Management Certified - IBM Cloud Essentials

-Bluemix Practitioner Essentials - TCPIP Internals

-Technical Introduction to IBM WebSphere MQ Foundation

Education

Bachelor of Science (BS), Business and Information Systems, University of Phoenix, Austin, TX

Leadership graduate, Leadership Skills - IBM Leadership Excellence University, Austin, TX

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