IT Operations & Data Analyst with 15+ Years Experience

Sandra Scales

High Point, NC ***** ******.******@******.*** 336-***-****

Professional Summary

Dependable IT Operations Specialist and Data Analyst with 15+ years of experience supporting enterprise systems, IBMi/AS400 operations, and customer-facing IT services. Skilled in troubleshooting, system monitoring, and process improvement, with a proven track record of reducing incident resolution times and improving service quality. Recognized for adaptability, clear communication, and teamwork in fast-paced 24/7 environments. Seeking to bring strong technical expertise and reliability to a remote or hybrid IT support role.

Professional Experience

Fresche Solutions – IBMi Operator (Night Shift)

Montreal, Canada Sept 2023 – May 2025

- Delivered Tier 1 & 2 support across internal and customer environments within a cloud services framework.

- Resolved support tickets and alerts, improving incident response and customer satisfaction.

- Performed IBMi operational tasks including O/S upgrades, PTF installations, DR failover testing, and system monitoring.

- Created and maintained operational documentation to ensure compliance with ITSM standards.

- Provided after-hours support and on-call escalation handling in 24x7 environments.

Cardinal Health – Data Center Operations Analyst

Dublin, OH Apr 2022 – Jun 2023

- Troubleshot iSeries/AS400 system alerts and supported critical Service Restoration bridge calls.

- Monitored and responded to facility alarms and system alerts to minimize downtime.

- Supported application maintenance during weekend deployments.

- Reviewed and maintained SOPs, run sheets, and shift turnover documentation.

- Provided recommendations for improving system performance and operational efficiency.

Apex Technologies (Contractor) – Computer Operator (HBI Project)

Winston-Salem, NC Nov 2019 – Mar 2022

- Operated and monitored multiple systems (AS400, AutoSys, UNIX, Intel, Network).

- Supported firewall, circuits, routers, switches, PDUs, and UPS monitoring.

- Resolved hardware/software issues, including job restarts and network outages.

- Documented incidents and managed service desk tickets, operations announcements, and system reports.

- Applied ITIL practices in Incident, Problem, and Change Management.

Alight Solutions – Customer Service Representative

Winston-Salem, NC Sept 2018 – May 2019

- Handled inbound/outbound calls, resolving customer requests and concerns.

- Educated customers on benefits and resources with empathy and professionalism.

Tempur Sealy – IT Help Desk Customer Service

Trinity, NC Jan 2001 – Aug 2015

- Provided end-user support for proprietary software and IT systems.

- Installed operating systems, antivirus, and patches for sales and QA teams.

- Documented recurring issues and generated error-trend reports.

- Supported IT installations and troubleshooting across the plant network.

Education

ECPI University – Greensboro, NC

Completed coursework in Computer Technology (2005)

Technical Skills

- Systems & Tools: Mainframe, iSeries/AS400, IBMi, AutoSys, UNIX, Intel, Halcyon, Tape Management Software

- Applications: Microsoft 365 (Excel, Word, Outlook, PowerPoint), ServiceNow, Jira Service Management

- Networking: Circuits, Routers, Switches, PDUs, UPS

- Core Competencies: Incident/Problem/Change Management, Troubleshooting, Documentation, Customer Service, Communication, Process Optimization, Time Management

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