Bonnie Wilson
Taylorsville,UT
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Sr. IT Service Support Manager
ZIONS BANCORPORATION
01.2018 - 01.2022
- Oversee the implementation, maintenance, and improvement of IT Service Management processes and practices within the organization
- Lead a team responsible for the design, documentation, and implementation of ITSM processes, including Incident Management, Problem Management, Change Management, and Release Management
- Develop and maintain ITSM policies, standards, and procedures to ensure alignment with industry best practices and organizational objectives
- Monitor an analyze IT service performance data to identify trends, issues, and key risk and performance indicators
- Drive continuous improvement initiatives to enhance the efficiency, effectiveness, and reliability or ITSM processes and services
- Collaborate with stakeholders to identify root cause and corrective actions for major incidents
- Service as a subject matter expert on ITSM principles, frameworks, and methodologies, providing advice and support to stakeholders across the organization
- Provide leadership, guidance, and mentorship to ITSM team members, fostering a culture of accountability, collaboration, and excellence.
Cyber Resiliency Analyst
ZIONS BANCORPORATION
01.2018 - 01.2022
- Established collaboration sessions with Enterprise Business Continuity and the Disaster Recovery groups to increase resiliency
- Plan and structure Cyber Resiliency Exercises including executive and associate tabletops
- Evaluated and selected vendors to build executive tabletop exercises
- Evaluated and recommend a vendor for an incident response retainer
- Create and maintain playbooks for cyber events
- Respond to incidents and alerts in Service Now and SPLUNK
- Work emails to resolution in the Abuse box
- Provided technical support and PM work to onboard an MSSP
- Created a Cyber Event Scorecard to provide objectivity when assessing severity of cyber incidents
- Evaluated and developed a Ransomware Response Procedure
- Evaluate and recommend a vendor for a cyber range engagement
- Assist with development and tracking of training for members of the CSOC.
Technical Project Manager/Infrastructure Project Coordinator
ZIONS BANCORPORATION
01.2013 - 01.2018
- Plan, manage, and coordinate the implementation of projects and identify customer's information system requirements
- Develop appropriate system testing strategies, plans, and scenarios for disaster recovery environments
- Facilitate the definition of project scope, goals, and deliverables
- Identify, assemble, and coordinate project staff
- Provide direction and support to project team, schedule timelines, and track deliverables
- Develop and coordinate project progress, including creation of weekly reports defining problems and solutions
- Report ongoing progress to all stakeholders
- Implement and follow rigid change control processes
- Evaluate project results and assess lessons
- Mentor other project managers.
Automation Systems Engineer II
ZIONS BANCORPORATION
01.2012 - 01.2013
- Installed, administrated, upgraded, and configured the BladeLogic application
- Configured and supported automated patching jobs for Windows, Solaris, AIX, and Linux systems
- Using the BladeLogic application, automated daily tasks, including the rollout of disparate software agents, packages, and scripts
- Mentored BladeLogic users
- Troubleshot technical issues
- Managed disaster recovery testing of BladeLogic and adhered to regulatory requirements related to such testing
- Provided project management expertise for SSA Roadmap projects
- Created and managed project plans provided feedback and updates to management and ensured Road Map projects were completed on target.
UNIX Engineer
ZIONS BANCORPORATION
01.2006 - 01.2012
- Installed software, hotfixes, and patches for Solaris servers, as well as the applications residing on the servers
- Managed file systems
- Monitored performance using Nimsoft Alerts
- Troubleshot system errors
- Configured applications to include new customers
- Managed applications with WebLogic.
Software Support Analyst II
ZIONS BANCORPORATION
01.2002 - 01.2006
- Built file transmission jobs between mainframe, Windows, and UNIX servers using the following transmission protocols: Connect Direct, Xmodem, Zmodem, Async, BiSync, FTP and SFTP
- Migrated customers off older technologies, thereby ensuring compliance with corporate policy and procedure
- Supported external customers in troubleshooting transmission problems
- Trained support analysts on technical issues, diagnostic methods, and potential solutions.
Computer Operations Manager
AMERICAN EXPRESS FINANCIAL SERVICES
01.1999 - 01.2002
- Hired, trained, and managed staff of 11 for Production Control, Tape Library, and Master Terminal Operators
- Managed workflow and completion of mainframe batch cycles to meet SLAs
- Ensured abends were resolved in a timely manner and procedures were documented
- Validated operators followed corporate IT policies, procedures, and strategies to ensure compliance
- Worked with staff to build leadership skills and develop career paths
- Provided annual and semi-annual performance reviews for each staff member.
Education
Bachelor of Science: Information Technology -
Western Governors University
06.2015
Skills
- Technical support expertise
- Teamwork and Collaboration
- Problem-Solving
- Continuous Improvement
- Staff Management
- Project Management
- Team Development
- Performance Management
- Work Planning and Prioritization
Certification
- PMP: Project Management Professional
- CSM: Certified SCRUM Master
- CBRITP: Certified Business Resilience Information Technology Professional
- GSLC: GIAC Security Leadership
Leadershiptraining
- Communicating Feedback
- Selecting for Success
- Practicing Situational Leadership
- Affirmative Action
- Valuing Diversity
- Dialogue Smart
Timeline
Sr. IT Service Support Manager
ZIONS BANCORPORATION
01.2018 - 01.2022
Cyber Resiliency Analyst
ZIONS BANCORPORATION
01.2018 - 01.2022
Technical Project Manager/Infrastructure Project Coordinator
ZIONS BANCORPORATION
01.2013 - 01.2018
Automation Systems Engineer II
ZIONS BANCORPORATION
01.2012 - 01.2013
UNIX Engineer
ZIONS BANCORPORATION
01.2006 - 01.2012
Software Support Analyst II
ZIONS BANCORPORATION
01.2002 - 01.2006
Computer Operations Manager
AMERICAN EXPRESS FINANCIAL SERVICES
01.1999 - 01.2002
Bachelor of Science: Information Technology -
Western Governors University
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