Information Technology Problem Management

Shirley Hooks

Huntersville, NC *****

704-***-**** *******.*****@*****.***

Customer Focused/Results Driven/Information Technology Professional

•Extensive Experience: Over 20 years of expertise in mainframe/midrange applications and command center operations.

•Technical Proficiency: In-depth knowledge of production batch processing and system server maintenance.

•Analytical Skills: Educated and skilled in quantitative analysis tools and methods, turning complex data into actionable insights.

•ITIL Certification: Certified in ITIL Foundations v3 with a strong understanding of Incident, Change, and Problem management, along with Configuration Management Database (CMDB) processes based on ITIL guidelines.

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Work Experience

Sr Process Analyst, Managed Services Delivery, 1/2019 to 7/15/2024 NTTDATA (previous -Dimension Data), Charlotte NC

•Contract Delivery Management: Ensured the successful execution of all contract-related tasks for assigned clients, including incident, request, change, problem, and knowledge management.

•Configuration Management Support: Provided critical configuration management assistance to engineering technical advisors for new system implementations and upgrades.

•Database Management: Maintained 100% accountability and reliability for new project configurations in the network hardware and circuit database, utilizing ServiceNow.

•Problem Management & Resolution: Governed and initiated problem records and corrective actions for issues identified through data trending and critical client-reported issues.

•Change Management: Developed and integrated change plans for project teams and overall project strategies using ServiceNow.

Data- Center /Production Support, 7/2018 to 1/2019 Duke Energy, Charlotte NC

•Systems Administration and Monitoring: Managed and monitored operations, alarms, and batch environments across platforms including BMC Event Manager, Remedy Ticketing System, Windows, and Linux/Unix servers.

•System Reboots and Restarts: Performed mainframe system restarts (IPL) and Windows Server reboots to ensure uninterrupted operations.

•Print Queue Management: Created and deleted print queues, troubleshooting printer-related issues to maintain efficient print services.

•Network Configuration: Managed DHCP/IP addresses for network-related equipment and devices using IP Address Management (IPAM) tools.

•Alert and Ticket Management: Troubleshot and resolved Windows and Unix/Linux alerts and trouble tickets promptly.

•Java Virtual Machine (JVM) Configuration: Modified JVM settings through the IBM WebSphere Application Server administrative console.

•Critical Event Response: Responded swiftly and effectively to critical alerts and events.

•Process Development: Developed and promoted standard processes and procedures to enhance operational efficiency.

•Remote Access and Virtual Services: Provided support for Terminal Services, Remote Desktop Services, and Virtual WIN7/10 environments.

•Mentorship and Training: Supported and trained coworkers in the use of equipment, monitoring tools, and diagnostic procedures.

Problem Management/ Production Service - L2, 5/2015 to 2/27/2018 BANK OF AMERICA MERRILL LYNCH, Charlotte NC

•Active Problem Management: Managed and updated active problems with clear and concise information, ensuring transparency and accountability.

•Ownership and Coordination: Took ownership of assigned problems, coordinating actions across technical and business teams to drive resolution.

•Cross-Team Collaboration: Engaged with technical and business teams’ enterprise-wide to facilitate the resolution of problem records.

•Process Improvement Recommendations: Suggested product and process changes that enhance customer satisfaction and operational efficiency.

•Post-Incident Review Facilitation: Led post-incident reviews with senior team members, driving continuous learning and improvement.

•Data Analysis and Reporting: Produced detailed reports and statistics on Problem Management performance, including incident trend analysis to identify and eliminate root causes, fault diagnosis, and proactive problem identification.

•Service Improvement Planning: Analyzed trends and recommended Service Improvement Plans to address recurring issues.

•Problem Management Process Enhancement: Actively participated in refining and improving the Problem Management process for increased effectiveness.

•Stakeholder Communication: Arranged meetings, created post-incident reports, documented notes, and provided root cause updates to key management.

•Subject Matter Expert (SME): Served as the SME and day-to-day manager for Problem Management within the Shared Operations Technology business unit.

•Problem Ticket Management: Ensured Problem Management tickets in Remedy were accurately documented, tracking root causes and corrective actions.

•Significant Incident Communication: Sent synopsis and periodic updates on significant incidents undergoing root cause investigation.

•Root Cause and Corrective Action Facilitation: Initiated and led RCCA meetings to review new incidents and status updates, ensuring alignment and timely resolution.

•Problem Tracking: Monitored Problem Incident (PBI) and Problem Known Error (PKE) records to completion, ensuring thorough resolution.

•Incident Ticket Quality Assurance: Verified that P1, P2, and significant P3 incidents were closed with all required information and data quality checks.

•Process Documentation and Training: Developed the Shared Operations Technology end-to-end process illustration and created a managers' Excel training tool to track employee development and training progress.

Sr. Analyst-SYS Admin & Support Command Center Operations, 7/2009 to 5/2015 BANK OF AMERICA, Richmond, VA

•System and Network Monitoring: Monitored production systems, applications, and network performance using various Network Management and Application Monitoring Tools.

•Batch Processing and System Maintenance: Executed daily batch schedules for IBM iSeries AS400 systems, including system backup and recovery, running batch streams, report distribution, system updates, and troubleshooting.

•Data Reporting and Analysis: Created monthly reports and metrics, providing analytical interpretation of data to drive insights and decision-making.

•Incident Management: Opened and updated Incident tickets in Maximo for events occurring outside standard procedures, responded to internal customer calls and escalations, and managed bridge/conference calls for emergency changes.

Work Experience Cont.

•Change Management Coordination: Acted as a liaison between Senior Management and application programmers, analyzing requested changes for feasibility within Service Level Agreements (SLAs).

•Cross-Department Collaboration: Facilitated communication and coordination between Applications, Operations, Networking, and Systems teams to ensure smooth Change Management practices, resolving scheduling conflicts and distribution variances.

•Hardware Maintenance and Support: Collaborated with IBM and engineering teams to administer hardware changes, providing operator functions on the AS400 during weekly system maintenance and assisting in drafting Change Management procedures for the HL&I Department.

•System Administration and Security: Provided administration support for iSeries OMS400 object mirroring and distribution systems while handling light security duties, including granting/revoking access to IBM iSeries servers.

Databases, Application, and Languages

Microsoft Office Suite (Excel; Pivot Tables/Charts), REMEDY, Visio, ROBOT/Network/Scheduler, TCP/IP, IPAM, MAXIMO, RAPTOR, SPLUNK, Tivoli, SecureCRT 6.7, VMWare, Remote Virtual Connection, Windows, Netpoller, Netcool, ServiceNow, Remedy

Education

Alabama A&M University- Huntsville, AL.

Bachelor of Science, Computer Science. May 1982.

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