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Customer Service Microsoft Office, Process Improvement

Location:
Stockbridge, Georgia, United States
Posted:
October 05, 2016

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Cherilyn Chatman, MBA

Atlanta, GA

770-***-****

acwxi1@r.postjobfree.com

www.linkedin.com/in/cherilynchatman

Training

Project Management Essentials, Fundamentals of Human Resources Management, Strategic Management, VMWare View [V5.1].

Certification

IBM iSeries Certified Specialist, ITIL Foundation

Affiliations

Women in Technology Leadership Foundation Program - Member

Summary

IT professional with extensive experience in Operations Management with strong background in strategic direction, improving efficiency, productivity, vendor relationships, and planning and operations of data centers. Effective in identifying and defining business problems, developing solutions through creative reengineering, and maximizing profitability. Proven skills in organizational and team leadership, vendor and customer management, and process improvement.

Professional Experience

Global Operations Supervisor

Coca-Cola Refreshments / Coca-Cola Company, Atlanta, GA 2012 – 2015

Provided 24x7x365 operational support, managing team of 12 employees in 85,000 square foot data center, which retains most of The Coca-Cola Company, Coca-Cola Refreshments, COKE-One North America, and Coca-Cola North America Group IT infrastructure.

•Developed Global Center operational procedures and processes for products and services. Implemented operational excellence approach to IT development and support based on ITIL best practices, which resulted in quality support and integration increasing from 90% to 99.8+%.

•Built customer and vendor relationships by forecasting short and long-term operational requirements, ensuring effective execution of ongoing support.

•Coordinated and communicated weekend system maintenance with internal/external customers

•Administered new services handled by Global Operations at 100% success rate.

•Reduced offsite storage vendor (Recall) budget by 30% by closing accounts with expired data.

•Prepared payroll, successfully transitioning 12 employees from Coca-Cola Refreshments Kronos timekeeping system to Coca-Cola Company eTime system.

•Reduced overtime by 20% by implementing effective work schedule.

•Coached, trained, and mentored employees, establishing career development plans, resulting in 3 employees being promoted to new positions.

Senior Global Operations Analyst II

Coca-Cola Enterprises, Inc. / Coca-Cola Refreshments, Atlanta, GA 2001 – 2012

Provided advanced support and customer service to system users with more complex problems than would typically be handled by Global Console Operators.

Senior Global Operations Analyst II, (continued)

•Led globalization of IT Operations for The Coca Cola Company and Coca-Cola Refreshments where hybrid (Co - Location, Insource, and Outsource services) approach to Operational Global Support for North America, Asia, and Europe was implemented.

•Managed relocation of AS400s and mainframe servers from Tulsa, OK; Dallas, TX; Eagan, MN; Elmsford, NY; and Los Angeles, CA to The Coca-Cola Company Enterprise Technology Center in Atlanta, GA, reducing footprint and budget globally.

•Consolidated Brussels Data Center and trained operators in Europe on global performance monitoring for all platforms within North American/European environment. Resulted in 24x7x365 follow-the-sun support with European colleagues.

•Reduced offsite vendor storage expense by $18,000/monthly with bi-annual audits.

•Migrated 23 AS400s from 3590 tape drives to 3592 tape drives in Automated Tape Library (AML), which led to 97% reduction in nightly backup errors.

•Supported and implemented Enterprise Systems Management (ESM) systems, which included Omnibus, Smarts, Jarvis, Netcool, and CA7/CA11 monitoring, reducing human error by 75% and increasing response rate by 100%.

•Supported and monitored AIX servers with SAP abended batch jobs

Education

Masters of Business Administration (MBA)

University of Phoenix, Atlanta, GA

Bachelor of Business Administration (BBA), Computer Information Systems, Major

Georgia Southern University, Statesboro, GA

Technology

Hardware Equipment: Working knowledge of IBM/PC, iSeries (AS400), pSeries (Unix), xSeries (Windows), zSeries (Mainframe), CISCO routers, IBM 3584 Automated Tape Library.

Software / Languages: Exposure to SQL, HTML, TCP/IP, Ethernet, SAP, Tivoli Enterprise Console, Reflections, TSM, TSO/ISPF, CA-7, TWS, OMIBUS, JARVIS, Service Now, ROBOT/NETWORK, ROBOT/SAVE, ROBOT/SCHEDULER, BRMS, JSC Scheduler, VMWARE View, iCloud Computing, Microsoft Office

Operating Systems: AIX, OS/400, OS/390, Z/OS, Windows



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