DIANE Martin-Davis
Parkville,MD
Summary
Proven incident management specialist with a strong track record in system optimization, team collaboration, and effective communication. Ready to enhance operational efficiency and drive initiatives that minimize downtime.
Overview
32
32
years of professional experience
Work History
System Management Specialist
T. Rowe Price
Owings Mills, MD
06.2016 - 09.2025
- Managed system configurations and updates to enhance operational efficiency.
- Developed and implemented monitoring protocols for system performance metrics.
- Led cross-functional teams in troubleshooting complex system issues, ensuring minimal downtime.
- Streamlined processes for software deployment, reducing implementation time by 30%.
- Responded to incidents quickly, troubleshot problems and corrected faults.
- Kept computer systems operating at optimal performance levels.
- Liaised with other departments to minimize network interruptions and possible downtimes.
- Assisted in onboarding high-profile clients, going hands-on to encourage strong business relationship formation.
- Mentored junior staff on best practices for systems management and maintenance procedures.
Sr. Computer Operator
Fannie Mae
Washington, DC
06.1993 - 06.2012
- Monitored and maintained mainframe operations to ensure system reliability and performance.
- Executed batch jobs and managed job scheduling, ensuring timely completion of processing tasks.
- Troubleshot system errors and resolved issues to minimize downtime and maintain operational efficiency.
- Led a team in optimizing workflows, resulting in enhanced productivity across multiple operational areas.
- Developed training materials for new operators, improving onboarding processes and knowledge retention.
- Collaborated with IT teams to implement software upgrades, enhancing system capabilities and security measures.
- Established best practices for data backup procedures, ensuring data integrity and disaster recovery readiness.
- Generated reports covering details about data, system operation, and error monitoring.
- Trained junior team members on best practices for computer operations, contributing to a more skilled workforce.
- Reviewed files, records and other documents to obtain information to respond to requests.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Assisted with onboarding of new employees.
- Compiled and analyzed data to produce reports.
Education
Associate of Science - Computer Science
Strayer University
Baltimore, MD06.2012
High School Diploma -
Southern High School
Baltimore, MD06.1975
Skills
- Hardware troubleshooting
- Application support
- IT infrastructure
- Incident management
- Remote support
- Team collaboration
- Active listening
- Effective communication
- Decision-making
- Adaptability and flexibility
- Team building
- Relationship building
- Self motivation
- Interpersonal communication
- User support
- Professional demeanor
- Problem-solving aptitude
- Continuous improvement
- Task prioritization
- Reliability
- Multitasking
Timeline
System Management Specialist
T. Rowe Price
06.2016 - 09.2025
Sr. Computer Operator
Fannie Mae
06.1993 - 06.2012
Associate of Science - Computer Science
Strayer University
High School Diploma -
Southern High School