ITAnalyst

RUBY TYLER – OWENS

**** ***** *****, *********, ***** 76002 682-***-****

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

QUALIFICATION SUMMARY

IT PRODUCTION MANAGEMENT OPERATIONS CLIENT SERVICE MANAGEMENT

Dynamic information services, operations, and client services experience. Expertise in

regulatory and policy compliance, process improvement and documentation, needs analysis to

develop statements of work / services, and audit controls and remediation. Proven ability to

collaborate with stakeholders to build and drive deliverables and t ransform business

requirements into measurable outcomes. Demonstrated skill in developing and achieving

s trategic goals based on business requirements and expectations.

Areas of Expertise:

CLIENT RELATIONS STATEMENT OF WORK SERVICE LEVEL AGREEMENT DISASTER RECOVERY

IMPLEMENTATION INTERVIEWING INVENTORY CONTROL CHANGE MANAGEMENT

OPERATIONS MANAGEMENT POLICY / PROCEDURE DEVELOPMENT PROCESS IMPROVEMENT

PROJECT MANAGEMENT BATCH PROCESSING QUALITY CONTROL TEAM FACILITATION

KEY ACHIEVEMENTS

Served on a disaster recovery committee to document and define priority applications for

recovery. Also participate in a simulated DR exercise at First Horizon Home Loans.

Created, outlined, and implemented guidelines to execute in disaster mode upon declaration.

S imulated and tested approved disaster recovery plan at First Horizon.

Co-developed and wrote guidelines to properly execute statement of work contract between

MetLife and Fidelity. Allied with management and corporate attorney to designate both

documents as the standard version for commercial delivery services.

In teracted with in ternal and external auditors to evaluate controls to define and specify tasks

and duties within daily operational activities. Reviewed and re-wrote audit controls to align

w ith corporate guidelines.

Implemented a daily Quality Control processes that resulted in a 30% decrease in repeated

audit findings.

Managed, t racked, and communicated statement of work progress, and provided status

reports to the clients and leaders.

Generated over $8 million in SOW revenue through equipment leasing, resource assignment,

and project related costs.

Participated in two highly visible projects to move the data center from the corporate location

to the Walnut H ill location.

Consulted with MetLife stakeholders to examine current print environment to accommodate

i ncreased volume in Filenet imagining and bulk sales project. Negotiated contract terms to

lease with the option to purchase for $2.00 of lease expiration date.

Translated objectives and expectations to Xerox representatives to analyze, design, and re-

negotiate contract terms.

Worked with Senior Vice President to review and revised yearly operational budget; 1.6

m illion.

Experienced in most aspects of Employment Law and Human Resources.

FIDELITY INFORMATION SERVICES, IRVING, TEXAS 2007 to 2013

IT OPERATIONS PRODUCTION MANAGER / IT ANALYST

Engaged with internal and external clients to gather, define, and document business objectives

and requirements to design, deploy, and t ransition in to operations.

Defined and established service level agreements (SLA) between clients, stakeholders, and

vendors to ensure timely delivery of quality services.

In teracted with in ternal information technology teams to outline operation level

agreements (OLA) to document systems operational requirement to assure SLAs coincide

w ith OLAs to avoid in terruptions in services.

Improved quality and productivity by understanding job standards for each function to

i dentify root cause and corrective plan of action.

Led multiple projects to build server environment for Wintel and L inux servers. Met with

selected business groups and IT personnel to gather objectives, project scope, hardware

specifications, resources, and cost to finalize initiatives.

Participated in two highly visible projects to move the data center from the corporate

location to the Walnut H ill location

Served as point of contact between various business groups and IT personnel to

u nderstand, resolve, and engage upper management with solutions and future approaches

to problems.

Provided 24/7 escalation support th rough phone and e-mail on a variety of issues to ensure

ongoing availabili ty of MetLife services.

Prepared statements of work contracts for small to large size projects based on client

requirements. Presented documentation for cost of equipment, licensing, and estimated

t ime of delivery.

Reviewed incident tickets in remedy and case management system to determine

appropriate action to ensure timely resolution of problems. Monitored and addressed

t ickets in remedy queue to identify and resolve issues in a t imely manner.

RUBY TYLER – OWENS

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

Presided over multiple project teams to relocate 3 data centers while adhering to SLAs for

operational and availabili ty.

Established and released documentation for First Horizon data center operational and

p rocessing procedures. Noted backup storage for One Safe Place, process workflow,

maintenance, sorting and distribution, audit controls, t raining material, and scheduling.

FIRST HORIZON HOME LOANS, IRVING, TEXAS 1992 to 2007

IT OPERATIONS PRODUCTION MANAGER

Responsible for the day-to-day activities of the production department that consists of

scheduling, batch processing, backups, restores, inventory, and staffing. Direct and review the

work of computer operators to assure accuracy and t imely executions .

Directed and supervised a production team for batch processing, printing, report

d istribution, and system monitoring

Determined the duties to be performed to select the best qualified candidates. This

i ncludes writ ing the job description, working with the human resources to conduct the

recruitment, application screening, and interviewing potential candidates.

Coordinated work schedules to make necessary changes in staffing based on volume, staff

availability and workload.

Developed and documented business processes and utilized the information to create the

s tandard operations manual and executable procedures.

Performed mid-term and yearly performance evaluations to t rack and provide guidance

and counseling to promote the growth of employee.

In teracted with in ternal and external auditors to evaluate controls to define and specify

t asks and duties within daily operational activities.

Developed Excel reporting database to t rack performance metrics based on SLAs between

MetLife stakeholders and Fidelity IT management. Summarized mission critical

p rocesses, server uptime and downtime, process failures, and t racked root cause analysis

for resolution purposes.

Worked with various application and IT teams to performed gap analysis to identify and

address current and ideal state of process and system problems to remediate, act, and

p ropose solutions based on root cause analysis.

Served on change advisory board to discuss changes that impacted production workflow

and corporate network. Consulted, reviewed, and approved applications and system

changes associated with batch processing and server availability.

Created, outlined, and implemented guidelines to execute in disaster mode upon

declaration. Simulated and tested approved disaster recovery plan at First Horizon.

EDUCATION AND CERTIFICATIONS

Completed coursework in Business Administration. University of Arkansas. L i t tle Rock,

A rkansas.

I T I L (v3) Certification #00048003

M icrosoft Certified P rofessional . Certificate #2499447.

Certificate i n Microcomputer Programming and Operations. Career Development Institute.

Dallas, Texas.

Completed leadership courses. Franklin Covey Leadership Training. Dallas, Texas.

TECHNICAL SKILLS

UN IX: Solaris, Linux, BSD W indows: 7, 2010 W indows Server: 2003, 2008 O racle V isio

SharePoint

Jes2 TSO / ISPF L PS C ICS Remedy C MS K ronos Barr MS Office Suite Lotus Notes

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