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Hannah McIlvain
|
309 West Via Del Sol
Peoria, Arizona 85001
|
home: (623) 572-9876
cell: (602) 290-1230
e-mail: hannah@gmail.com
|
SUMMARY
Quality-minded IT analyst
with strong leadership and training abilities. Utilize extensive background in
data center operations, production support and batch scheduling to develop
robust, automated solutions. Mentoring support teams and training helpdesk call
centers. Excellence in serving internal and external customers. Trustworthy team
player with strong interpersonal skills.
Areas of expertise
include:
·
Develop
strong customer relationships
·
Quality
and compliance management
·
Process
evaluation and revision
·
Coaching
and mentoring
·
Quick
study, easily implementing change
·
Consolidation
of locations/functions
·
Programming
skills: Perl, PHP, MySQL, JavaScript, ASP,
L, CSS, TACL (Tandem Advanced
Command Language).
SELECTED ACCOMPLISHMENTS
·
Developed
and maintained a PHP/MySQL application for cataloging, shipping and receiving
disaster recovery and permanent archive tapes.
·
Created
and maintained web-accessible training documentation and Standard Operating
Procedures for the Data Center Operations team.
·
Facilitated
in upgrading and maintaining currency of Tivoli Workload Scheduler platform on
200 servers and training of operations staff to use the upgraded monitoring
software.
·
Created
web-based tools for monitoring network conditions and for looking up on-call
duty personnel to reduce delays in downtime notification from external service
providers.
·
Improved
online data collection forms for account administration and assed deployment
processes, reducing support time from 3 days to within 24 hours and reducing
lead time by 50% on internal computer deployment orders, and 80% on returns.
·
Developed
web-based tools and user interface for monitoring production job flows in
Tivoli Maestro (Workload Scheduler) providing programmers with self-service
statistics and job resubmission capabilities.
PROFESSIONAL EXPERIENCE
Nestle Foods, Tempe, Arizona 2008
– present
Manufacturer of food and nutritional items
for consumer and professional use.
Computer Operations Analyst/Production
Scheduler (contracted through Adecco Technical)
·
Developed
inventory scanning and tracking application for monitoring tape media transport
(using PHP & mySQL).
·
Responsible
for maintaining workflow job schedules and calendars within Tivoli Maestro
(Tivoli Workflow Scheduler) on production and test environments.
·
Collaborate
with application support teams to develop workflow schedules and escalation
requirements.
·
Develop,
maintain and troubleshoot Unix and NT scripts (shell, Perl, VBScript) for
notification messages, file transfer, file copy and basic admin functions.
·
Develop
robust scheduling solutions to automate file checking across server platforms.
·
Collaborated
with other teams to convert production batch scheduling from Tidal Enterprise
Scheduler (SysAdmiral) to Tivoli Workload Scheduler (TWS).
·
Facilitated
training and creation of Operational Procedures for Data Center Support team.
ON Semiconductor, Phoenix , Arizona
Manufacturer of power components and
systems to designers of computers, communications, consumer, and industrial
systems.
Associate IS Technical Services Analyst.
·
Facilitated
training and creation of Operational Procedures for Data Center Support team.
·
Defined
service policies and service level agreements, and maintained shift coverage
for 24x7 operation.
·
Served
as liaison between operations and other IT community groups to provide and
maintain documentation for staff.
·
Monitored
mainframe and server up-time, hardware and software issues, acted as primary
contact for issues related to Tandem hardware and access, and engaged proper
responsible parties for resolution of issues.
·
Trained
operations staff to provide level-1 and level-2 support to users calling for
helpdesk tickets.
·
Provided
expert-level support for email, Tandem, network & server issues.
·
Create
and maintain workflow schedules in TWS/Maestro same as position above.
·
Responsible
for monitoring production job flow on global Tandem system production
environments.
Asset Management.
·
Defined
processes for maintaining and tracking inventory of computer hardware and
software assets for around 2000 users in North America, and software assets for
nearly 6000 users globally.
·
Increased
customer satisfaction by implementing web-based tools for tracking and
monitoring SLA compliance on equipment orders, deployments, and repairs
resulting in 50% lead time reduction.
·
Built
web-based tool in Perl and HTML for placing “phone install” requests, for
tracking computer deployment orders and submitting property pass requests to
security.
·
Structured
a team for procurement of new equipment and software; maintaining inventory of
spare parts and deployable equipment, testing and affecting disposition of
returned units.
Kenda, Inc., Phoenix, Arizona 1997
– 2002
Media Specialist -- performed Data
Center functions for these clients:
·
ON
Semiconductor (1999-2002), Motorola Global Computing & Telecommunications
center (1998-1999), Source Informatics/NDC
Special Projects: Data Center moves and
consolidations
·
Nestle, Wells Fargo Bank, Bank One, AT&T,
Charles Schwab, and Fireman’s Fund
EDUCATION
Pensacola
Christian College, Pensacola, Florida – Graduate of Theology degree
ZDU
(Ziff-Davis) Online Course Work – Microsoft Networking, Javascript, Perl.
NetG Thompson
– Course Work related to project and team management
SOFTWARE KNOWLEDGE
·
Microsoft Office—Word, Excel,
Access, PowerPoint, Publisher and Front Page (ExpressionWeb), Visio
·
Quark Xpress (page layout and
design)
·
Adobe Photoshop, Adobe Acrobat,
Adobe FrameMaker
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