Bonnie Wilson
Taylorsville,UT
Summary
Talented leader with analytical approach to business planning and day-to-day activities. Strong 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
26
26
years of professional experience
1
1
Certification
Work History
Sr. IT Service Support Manager
ZIONS BANCORPORATION
SALT LAKE CITY, UT
01.2022 - Current
- 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 and 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 of 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
SALT LAKE CITY, UT
01.2018 - 01.2020
- Established collaboration sessions with Enterprise Business Continuity and the Disaster Recovery groups to increase resiliency
- Planed and structured Cyber Resiliency Exercises including executive and associate tabletops
- Evaluated and selected vendors to build executive tabletop exercises
- Evaluated and recommend a vendor for incident response retainer
- Created and maintained playbooks for cyber events
- Respond to incidents and alerts in Service Now and SPLUNK
- Worked emails to resolution in the Abuse Phishing box
- Provided technical support and Project Management 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
SALT LAKE CITY, UT
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
SALT LAKE CITY, UT
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
SALT LAKE CITY, UT
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
SALT LAKE CITY, UT
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
MINNEAPOLIS
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
Training
- Communicating Feedback
- Selecting for Success
- Practicing Situational Leadership
- Affirmative Action
- Valuing Diversity
- Dialogue Smart
Timeline
Sr. IT Service Support Manager
ZIONS BANCORPORATION
01.2022 - Current
Cyber Resiliency Analyst
ZIONS BANCORPORATION
01.2018 - 01.2020
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