It Support Service Delivery
Resume:
Hillsborough, New Jersey *****
ad7bpv@r.postjobfree.com
LinkedIn: https://www.linkedin.com/in/sharonrothermel/
IT SUPPORT OPERATIONS SPECIALIST
Analytical, dynamic & results-driven IT support professional with extensive experience supporting multiple operational technologies across global infrastructure platforms, strong work ethic, highly motivated & ambitious, sustain mission critical technologies across enterprise-wide data center infrastructure environments, creatively inclined, passion for technology, interact professionally as a team player with all organizational layers, manage tight deadlines to meet deliverables, juggle multiple work assignments simultaneously, detail oriented, focus on quality & drive for perfection lead to favorable results & strengthen service delivery outcomes.
TECHNICAL PROFICIENCIES
NetBackup NetApp Backup & Recovery IWS/TWS/JOBTRAC Batch Job Scheduling SharePoint HTML Web Design Adobe Experience Manager (AEM) Web Authoring ServiceNow Change Management Incident Management Disaster Recovery 24x7 Support ITIL Mid-Range MainFrame/TSO/JCL REVTRAC OKTA puTTy MobaXterm DataDomain Tape Drive Management UNIX WINDOWS LINUX AIX TEAMS ZOOM Writing for Publication MS Outlook/WORD/EXCEL/PowerPoint
PROFESSIONAL WORK EXPERIENCE
ORTHO-CLINICAL DIAGNOSTICS/QuidelOrtho, Raritan, New Jersey
8/2016 – 04/2024 (8 Years)
Sr. IT Support Analyst
IWS Production Batch Job Scheduler:
Developed, tested, monitored & executed complex SAP-based Production batch jobs & schedules configured to promote & sustain company goal objectives utilizing IWS job scheduling software supporting key business applications & strategic workflows in alignment with customer algorithms that drove business value across a global infrastructure landscape platform ensuring 100% program automation in support of manufacturing, supply chain, financial & customer service methodologies
Trouble-shot batch job failures in order to minimize impact to customer established SLA’s
Provided 24x7 availability in order to sustain global stakeholder business portfolios
Developed consensus-based recovery solutions in collaboration with team members to effectively address workflow impact disruptions
Created, maintained & standardized IWS procedural content in alignment with all ServiceNow knowledge-based instructional documentation in adherence with internal standards
Developed & maintained SOP & SLA documentation in order to remain compliant with quality assurance & regulatory standards
Maintained Batch Scheduling CMDB assets in alignment with ServiceNow protocols securing asset management integrity
Tabulated service specific metrics-based statistical data for executive leadership assessment
Documented team status activities & accomplishments in alignment with management goal criteria
Interfaced with third-party vendor support liaisons to facilitate problem escalation processes & maintain up-to-date system software including patches, fix packs & version controls
SharePoint & Intranet Web Services Creative Content Author:
Authored intranet content tailored to the provisioning & delivery of IT based technology services enhancing accessibility & user engagement
Created & maintained a centralized document repository for all shared documents (on-call rotational calendars, systems maintenance & activities task agendas, online reference guides & tutorial manuals, IT support processes & procedures, service-based metrics & general IT announcements) to effectively streamline the Batch Scheduling, ServiceNow & Change/Incident/Release Management service delivery protocols
Change Management Support Liaison:
Performed service delivery tasks relevant to the support of change related processes & procedural protocols established to mitigate risk in a global infrastructure environment
Facilitated weekly CAB meetings in attendance with a global audience in order to evaluate change risks & strategize on minimizing business impact implementations
Evaluated all moderate & high-risk change proposals in order to align with established risk mitigation protocols & compliance requirements prior to approving for production deployment
Coordinated the transport importation process via REVTRAC ensuring seamless integration & compliance with operational guidelines
JOHNSON & JOHNSON, Raritan, New Jersey
10/1991 – 4/2016 (25 Years)
Sr. IT Operations Support Analyst
NetBackup Support Analyst, Global Data Protection Service Operations:
Provided second-level Backup & Recovery support services in support of a global backup infrastructure, utilizing NetBackup & NetApp applications software deployed across Enterprise platforms that included 10 master backup domains consisting of over 20k UNIX, WINDOWS, AIX & LINUX clients per backup domain
Performed data recovery restores of business critical data ensuring 99.99% recoverability of key stakeholder folder data
Provisioned new backups & managed capacity workloads across multiple backup domains in alignment with key stakeholder protection criteria
Configured backup policies in support of business crucial data
Engaged in problem analysis & recovery solutions in collaboration with team members in order to ensure 100% turn-around & recovery from business impact incidents
Mitigated tape drive hardware failures, ensuring 100% data storage capabilities
Maintained hardware maintenance schedules with third-party vendors in order to maintain up-to-date system software including patches, fix packs & version controls
TWS Maestro/JOBTRAC Batch Job Scheduler:
Conducted production batch scheduling operational tasks to support stakeholder business applications & strategic workflows enhancing global operational efficiencies across diverse infrastructure global platform landscapes
Developed, monitored & maintained complex batch job processes across both Mid-Range & MainFrame technology platforms ensuring alignment with stakeholder business algorithim workflows & service goal objectives
Change Management Support Representative:
Developed diverse change protocols - normal, proposed, expedited & emergency – to enhance resilience & minimize outage risks across global enterprise backup landscapes
ServiceNow Support Representative:
Managed & maintained Configuration Iem (CI’s) asset details in order to ensure the integrity of all Tape/Storage assets within the Backup Configuration Management Data Base (CMDB) & to streamline asset tracking processes & enhance data reliability
Disaster Recovery:
Conducted comprehensive offsite disaster recovery exercises in support of backup & restore business continuity initiatives
Help Desk Analyst/Customer Relations Account Representative/Computer Operations Supervisor/Sr. Console Operator
Additional Relevant Experience
EQUITABLE LIFE ASSURANCE SOCIETY/CIGNA COMPANIES, Easton, PA.
IBM/MVS Mainframe Systems Programmer/Sr. Console Operator/Shift Lead/Computer Operator
EDUCATION
Pre-Bachelor’s completed in Computer Science/Journalism
East Stroudsburg University, East Stroudsburg, PA.
Easton Area High School – Diploma
Easton, PA.
PROFESSIONAL DEVELOPMENT
ITIL 4 Certified (Foundations of Service Management)
Web Design & Development – Raritan Valley Community College
Writing for Publication – Northampton County Area Community College
Computer Programming COBOL/BASIC/FORTRAN – East Stroudsburg University/
Easton Area High School
SHARON L ROTHERMEL
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