Mandy Montanez

Orlando, FL 786-***-**** adck9u@r.postjobfree.com www.linkedin.com/in/mandy-montanez-70617610

IT Operations Supervisor

IT Service Management Process Optimization Disaster Recovery Planning

Highly accomplished and Bilingual IT Operations Leader with a wealth of experience specializing in IT Infrastructure service and support for multiple Fortune 1000 companies across numerous business segments. Effective leader with expertise in the monitoring of data backups, performing restores, and over-seeing data replication of the mission-critical data across multiple SAN environments. ITIL certified and a heavy advocate of superior service delivery. Delivers a proactive approach to identify any potential problems in the environment and taking corrective measures to avoid any service interruptions. Responsible for compiling and writing technical SOP manuals for data center and maintaining the department’s knowledgebase. Expert team-player with a strong work ethic and extensive knowledge of process optimization.

Signature Skills & Capabilities

Large Scale IT Support Computer Operations Service Delivery ITIL Foundations for IT Service Management Problem Management Production Control & Job Scheduling Data Archival Process Optimization Access Control Systems Implementation Disaster Recovery Planning Business Continuance Planning Training & Development Inventory Control Security Audits & Compliance ITS Security Process Improvemets Global Command Center HVAC Fire Suppression & Leak Detection UPS / Battery Backup Systems.

Accomplishments

Analyzed the stat report to identify the frequency of problems/incident tickets, accessed the database, and ensured up to date data to fix these repeat incidents faster; improved Tech-Operations 1st touch closure rate by 12 percent.

Suggested Self Service Portal mechanism be put in place to promote end client Self Service model leading to the path for future implementation of Single-Sign-On and improved end client service level by 35% regarding incident tickets

Collaborated with Service Desk Management on the roll-out of a new Change Control Dashboard resulting in reducing

calls 20% into Tech-Operations for change control information/impact and 30% in lower call rate to Tech Central.

Contributed efforts resulting in a 12% increase in service level concerning DFS related services tickets.

Effectively performed System IPL's and executed systems backups, issued system commands for control of devices.

Professional Experience

Marriott Vacations Worldwide Corp Lakeland, FL 2017-Present

Senior Computer Operator

Perform shift turnover beginning and end of shift and identify and resolve issues and action items.

Monitor network & system availability, business-critical applications, databases, and websites.

Maintain access control to the data center/server room and provide service of the tech-operations desk queue.

Address priority one problem ticket triage and escalate to upper management and setup conference call bridge-lines.

Create shared data folders and setup on DFS (Distributed File System), including initial group permissions.

Establish network printer definitions including setup and testing and manage the production batch workload with monitoring the scheduling, and document job completion status in run books.

Oversee data backups and ensure the completion status of data backups and generate backup status reports.

Perform emergency data backup requests (Adhoc), and emergency data restores.

Supervise the change control process for the overall environment and create project plans for the department.

Execute and oversee patch management for production servers, including server reboots/recycles.

Maintain and update department documentation and export knowledge articles to the Service Desk Knowledgebase.

Conduct staff training and mentoring and generate turnover and shift reports and distribute to upper management.

Modis Orlando, FL 2016-2017

Senior Computer Operator - Contractor

Assisted clients in choosing Modis as their workforce partner to solve staffing challenges that range from locating hard-to-find niche talent to completing quick-fill demands.

Assumed additional Level 1 - System Administration functions and proactively involved in online computer-based web seminar to learn Level 1 support functions of DFS (Distributed File System.)

Executed system upgrades and maintenance activities, including off-hour activities and team response to problems that arise and certified all service level commitments and processing deadlines, are met.

Resolved Level 2 problem diagnostics, identification, and resolution; executed Incident Management strategies with escalation and notification procedures.

Mandy Montanez

Orlando, FL 786-***-**** adck9u@r.postjobfree.com www.linkedin.com/in/mandy-montanez-70617610

Eclaro International New York, NY 2013-2016

Senior Computer Operator

Coordinated and submit monthly reports to management regarding equipment, including general preventative maintenance and repair work performed.

Assisted in training and development of the Data Center operations staff.

Published management reports, update and maintain operator activity/turnover logs and Incident logs

Developed and ensured adherence to all standard operating procedures, methods of procedures, and emergency

response procedures established for the critical environments, as well as the formal change control process.

Analyzed the engineering design and operational aspects of the facility's systems and equipment to be able to immediately recognize system shortcomings and respond to operational and emergency situations.

Supervised and ensured effective delivery of computer operations services among technical support, systems and programming services, school, and district clients.

Ensured the production schedules produced in BMCP control products (Automated Production Scheduling System) are provided per priorities.

Revolutions Technologies LLC Melbourne, FL 2009-2012 Computer Operations Supervisor

Supervised operations staff on the proper operation equipment, operating system, and BMCP control products.

Monitored and maintained network availability of ITS systems, including the Internet, Gradebook, and portal access using tools and ensured media scheduled for Disaster Recovery and supplies are allocated for offsite storage.

Scrutinized Halon and fire alarm systems; reported HVAC temperature fluctuations inside the network and computer room areas to the administrators.

Managed after-hours security of the ITS facility through the use of strategically located surveillance camera systems.

Logged calls and incidents into ITIL compliant HEAT help-desk database and resolved faulty equipment failures.

Participated in Disaster Recovery technical discussions, defining protocol and procedures; simulated and assisted in creating the methodology for a successful recovery effort.

Miami Dade County Elections Department Miami, FL 2008

Computer Technician

Preserved, analyzed, troubleshot, and repaired computer systems, hardware, and computer peripherals.

Documented, maintained, upgraded, or replaced hardware and software systems.

Bolstered and maintained user account information, including rights, security, and systems groups.

sites, and performed quality assurance testing, and assisted county technical staff to resolve computer issues.

Computer Associates International Islandia, NY 1989-2008

IT Operations Supervisor

Supervised the daily activities of CA’s Global Command Center and operational staff; identified and implemented operations training; collaborated with HR on hiring, performance evaluations, training, and problem resolution.

Monitored network (LAN/WAN) interfaces, switches, UNIX/NT/AS400/VMS systems, data backups, IPL's worldwide.

Ensured customer satisfaction was consistent with professional standards and ethics, continuous improvement of CA's service, efficiency in providing the service in line with customer's requirements.

Served as the liaison with departments in the resolution of day-to-day administrative and operational issues.

Maintained data center, including fire alarms, UPS, Leak detection, PDU's, and HVAC.

Successfully supported and tested CA Business Continuance / Disaster Recovery Plan.

Collaborated with the development of the Standard Operations Manual for CA's Global Information Services division.

Functioned in a critical role in the building and populating of data into the CA's Business Continuance Plan.

Education

Audio Engineering / Recording Arts Center for the Media Arts New York, NY

Business Administration/Computer Science Suffolk County Community College Selden, NY

Certifications

ITIL Certified - IT Service Management - Foundation Certificate CompTIA Network+ Certificate

Networking Essentials Microsoft - Internetworking Microsoft TCP/IP Hands - on Introduction to Unix

OS/390 MVS Concepts and Facilities Project Management Essentials

Strohl - Business Continuance Planning Strohl - LDRPS BCP Software Trained

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