Elena Fetterly
Antioch,USA
Summary
To work in an Incident/Event Management role as a Ticketing IT Professional (job # 30144) in Fairfield, California which is a 12-month contract with Axelon Services and to apply 12 years of work experience and knowledge in user services support.
Diligent [Desired Position] with background in managing complex projects across various industries. Known for successfully leading cross-functional teams to deliver projects on time and within scope. Demonstrated ability to manage project lifecycles and implement process improvements.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Project Manager and Facilities Administrator
Grace Bible Church
Pleasant Hill, California
05.2014 - 12.2017
- Led Event Management by communicating face-to-face, via email, and by telephone with clients, by collaborating daily with Staff, Ministry Leaders, contactors, vendors, and volunteers, as well as tracked Events in Google Calendar to ensure successful service delivery and Facilities maintenance at 100% timeliness.
- Developed work schedules and distributed ongoing updates and notifications in progress.
- Processed routine change requests, work orders, and scheduling of detailed project tasks.
- Monitored logical and physical security with contractors, especially managing building alarms and validation of maintenance to ensure safety of members and the Facility.
- Managed timely implementation of work by coordinating with project leaders and volunteers.
- Coordinated task dependencies of Staff and Event Leads by using Microsoft Excel, Word, and Visio which enhanced operational efficiency by 75%.
- Consistent successful project implementation resulted in Management’s fast-tracking of compensation after six months of employment, ahead of standard twelve.
Server Software Analyst (Tivoli Server Monitoring Software Tier 1 and II Support)
IBM
Dubuque, Iowa
01.2010 - 07.2012
- Assisted clients, functional teams, and IT engineers to repair or restore network systems and applications in event notifications of Incident Response or Event Management ticketing tools, i.e., BMC Remedy, IBM Maximo IT Service Management (ITSM), and Information and Technology Infrastructure Library (ITIL) with the goal of consistently achieving service delivery at 100% success rate.
- Monitored alarm notifications of Incident Response requiring prompt attention, validating the critical status of the issue, prioritizing solutions to apply, and collaborating with IT teams.
- Processed routine Change Requests, i.e., install updates and patches for risk remediation.
- Led conference calls and bridges, coordinated with functional teams for problem analysis and solutions, and updated Incident Response and other problem management ticketing tools (i.e., BMC Remedy and Maximo ITSM).
- Applied Run-book procedures, followed work instruction steps, distributed updates on notifications for outages in Microsoft Excel and Microsoft Word, and prepared Power Point Presentations as directed by the Tivoli Server Monitoring Service Manager.
- Collaborated with and functioned as a technical resource of other Support Specialists which increased timely ticket updates, resolution completion, and closing of tickets on time by 80%.
- Major Achievements: Delivery Excellence Awards for Excellent Teaming with Installers to Remediate Risk Vulnerability on 500+ Servers per week and volunteered to work on weekends or 3rd-shifts to keep overtime cost low as per Management directives.
Senior Systems Analyst - Software Tester for Quality Assurance & Quality Control (QAQC)
Bank of America
Concord, California
02.1994 - 06.2007
- Processed software deployment and integration as a support service to end users and consistently met the service level agreement (SLA) goal 100% of the time.
- Designed, developed, and managed Release and Integration Management team’s database for routine processes of Change Requests and tracking incoming, in-production, and sunsetted applications which increased workflow service efficiency by 90%.
- Reported work status on a need-to-know basis, wrote results of testing in the team’s database, and reported defects to software packaging engineers on time.
- Spearheaded special projects from start-to-finish as assigned by the Manager and increased speed and efficiency by 50%.
- Achievements: 1. Received cash rewards from clients for delivering test services and products on time or before the deadline. 2. A consistent high performer in completing work assignments which resulted in three job promotions from Associate Systems Analyst to Systems Analyst and then Senior Systems Analyst.
Education
CompTIA Security+ Certification -
01.2025
Manual Testing Certification - undefined
01.2019
MBA - Business Management and Telecommunications
University of San Francisco
San Francisco, California01.1994
Skills
- Windows 11 Operating Systems, Microsoft Office Suite, Web Browsers (Google Chrome, Microsoft Edge, Mozilla Firefox), Web-based and Thick Client Monitoring for Application and Network (Tivoli Server Monitoring Tool), Incident Command (BMC Remedy, ITSM Maximo, and ITIL), Change Management, Ticket Management including tracking and escalations, and Leading Conference Calls or Bridges
Accomplishments
- Saved the company $[Amount] over [Number] years by implementing a successful productivity improvement plan.
- Presented with the [Award Name] Award for spurring more than [Number]% growth for [Number] consecutive months.
- Improved customer satisfaction ratings by [Number]% by [Action taken].
- Designed and launched the [Project Name] Project, resulting in a [Number]% increase in market share for the company.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved [Result] by completing [Task] with accuracy and efficiency.
- Achieved [Result] by introducing [Software] for [Type] tasks.
- Documented and resolved [Issue] which led to [Results].
- Supervised team of [Number] staff members.
- Resolved product issue through consumer testing.
- Collaborated with team of [Number] in the development of [Project name].
- Achieved [Result] through effectively helping with [Task].
Certification
- Licensed [Job Title] - [Timeframe]
- [Area of expertise] License - [Timeframe]
- [Area of certification] Training - [Timeframe]
- [Area of certification], [Company Name] - [Timeframe]
Gap Years
Excited to re-enter the IT environment after training in cybersecurity and caring for an ailing parent.
Languages
Tagalog
Native or Bilingual
Timeline
Project Manager and Facilities Administrator
Grace Bible Church
05.2014 - 12.2017
Server Software Analyst (Tivoli Server Monitoring Software Tier 1 and II Support)
IBM
01.2010 - 07.2012
Senior Systems Analyst - Software Tester for Quality Assurance & Quality Control (QAQC)
Bank of America
02.1994 - 06.2007
Manual Testing Certification - undefined
MBA - Business Management and Telecommunications
University of San Francisco