Coralville, Iowa, United States
IT Operations Manager with a Business Intelligence and Data Engineering background. Enhances Process Fulfillment efficiency without sacrificing accuracy. Improve and Innovate Service Delivery Solutions for my clients.
•Manage the student enrollment, admissions, and financial aid data sets for 25+ College and University clients. Maintaining high levels of accuracy, service level agreements, and data security and privacy. •Perform manual data integrity reviews as well as run both systemic, and self-designed automated checks on large data sets through use of enhanced excel tools and sql development. •Working directly with client enrollment and financial aid executives on a daily basis to meet and exceed their expectations on data delivery and reporting accuracy. •Output powerful and detailed report data. collaborating regularly with client consultants using that data to deliver our final product to our customers.
•Completing reactive and proactive Problem Management processes utilizing ITIL guidelines. •Producing Root Cause Analysis documentation for high priority incidents, collaborating with technical and managerial resources to investigate the cause, identify the resolution, and develop corrective actions to provide resiliency to the environments to prevent or reduce re-occurrence. •Producing incident metric reporting to identify top talking Configuration Items and user generated incidents to plan proactive measures to reduce ticket volume. •Managing corrective action database, providing RCA and CA reporting, and holding biweekly status calls.
• Execution of Problem Management process tasks in adherence with global and local requirements. • Responsible to coordinate problems, provide support to other processes and perform hierarchical escalation if resolution is not found within given targets. • Responsible for reviewing and accepting / rejecting all new problems and monitor the on-going problem activity. • Communicates with the requester or requester representatives about necessary specific content needed for working successfully.
Oracle System Administration, part of change management, Priority 1 and 2 incident management, and assisting in support of the Help Desk and PC Tech groups. Managed 24/7 service monitoring department.
Service Monitoring using various system and network tools. Tracking changes in system performance, and configuring updates as needed. Ensuring maximum up-time for many products and services.
Updating existing, entering new, and eliminating duplicate customer contact data in the Oracle Database Management System.