Mandy Dougherty

• Problem Manager in ITSM team collaborating with Developers, Network, and SRE for root cause analysis and resolution tracking. Also gather details for Lessons Learned as a result of Billing Releases and backup Change Managment team.
• Coordinated with other teams for successful rollouts of new features or bug fixes.
• Resolved complex technical problems through root cause analysis techniques.
• Ensured proper backup strategies are implemented across environments.
• Open Jira tickets and create reports using Common Office Tools including Chalk, Word, and Visio.
• Worked closely with systems analysts, engineers and programmers to understand limitations, develop capabilities and resolve software problems.
• Recommended improvements to facilitate team and project workflow.

Utilized ServiceNow to enter demands for enhancements, projects alongside Jira and Confluence

• Analyzed data related to projects in order to identify areas for improvement or optimization opportunities.
• Performed regular reviews of project documentation and communicated results with relevant personnel.
• Resolved conflicts among team members by providing creative solutions that addressed all parties' needs.
• Assessed customer feedback in order to continuously improve service delivery processes or procedures.

• ·Provide Project Manager Support for various projects in company both IT and Business.
• ·Prepare reports, provide weekly status using COE tools such Word/Visio/Excel/Version One etc
• ·Assists with collection of information used to develop project scope, schedule and budget
• ·Attend meetings in support of projects at various FedEx locations and across business teams.
• ·Attend education to continue to grow in the PM role.
• ·Provide Infrastructure information and work within IT to bring projects to a successful closure.
• ·Use of various methodologies (waterfall, Agile etc) to ensure proper and successful implementation of project.

Intake requests to create new services using Service Now from customers. Design, Create, Test, Review and Rollout updates as requested. Backup the Change Management team as needed. Coordinate ITSM efforts with other team members and groups.

• Created technical documentation for IT systems and procedures.
• Resolved escalated customer service requests related to IT operations.
• Trained users on proper usage of new technologies or applications deployed in the organization.
• Performed root cause analysis when incidents occur in order to determine corrective actions.
• Support ITSM Processes including Problem Management, Change Management and Design Management.

Support ITSM processes using ServiceNow, such as Change and Service Catalog.

Work with the Development team and Support Center to perform configuration within ServiceNow, adding new members, groups, etc., along with testing new Versions of ServiceNow (current level New York).

·Provide Support for Change Management and Service Catalog Design ·Elicit requirements for Service Catalog, detail them using flowcharts etc. Leading to completion of requests.

Provide change management reports for CAB meetings and maintenance windows using ServiceNow and SQL.

Closely work with members of my team and cross-functional teams to ensure customers are provided with the most accurate information.

Troubleshoot issues with changes in the system and provide support. Builds and maintains a strong working knowledge of the business areas and builds strategic relationships.

Work with the Change Manager to develop and document IT Service Management policies, processes, and procedures based on ITIL best practices.

Increase speed and improve quality for IT Service Management support efforts through process development and execution.

ITIL process management - analyze and design service management processes, research and present best practices, and drive for continuous improvements.

··Configures customizes the service management system, including workflow creation and documentation

·Builds and maintains a strong working knowledge of the business areas and builds strategic relationships. ·

·Increase speed and improve quality for IT Service Management support efforts through processes development and execution.

·ITIL process management - analyze and design service management processes, research and present best practices, and drive for continuous improvements.

• ·Assist with Business Case development of projects ·
• Planning and monitoring of business needs using various methodologies including Agile.
• ·Elicite requirements, organization and reporting
• Requirements analysis, recommendations, and project assistance to both IT and Business staff. Attend Business and IT meetings and participate in discussions to achieve successful goals. Documentation of project and working closely with PM to ensure all team members are involved and engage.

• management reports using Crystal Reports
• Ensure compliance of SOX control points and monitor changes regularly.
• Assist Computer Operations in answering questions and implementing changes.
• Provide Peregrine education to IT groups, including development, when needed.
• Assist with various IT-related special projects. Provide rotating on-call support and participation during Crisis Calls.
• Active member of QAT team as implementation team for ISP.

·Responsible for 24/7 operation of the Data Center Operations ·Ensure appropriate staffing and education for Computer Operations staff

·Provide technical assistance/education to staff when appropriate ·Escalation of issues to management

·Ensure data center documentation is appropriate and accurate ·Maintain high availability of production applications & systems ·Disaster Recovery preparations & documentation

·Ensure Data Center Facilities are maintained for high availability

• Support TCP/IP and MVS connectivity on the z/OS mainframe platform, along with installation and support of WebSphere Application Server and Developer Client.
• Sr. MIS Technical Analyst: Responsible for the implementation, configuration, administration, and technical support for IBM WebSphere on Z Series platform.
• Provide assistance with deployment of applications to WebSphere using IBM WebSphere tools and products, such as WebSphere Studio Enterprise Developer and WebSphere Studio Application Developer, based on Eclipse Technology.
• Provide technical support for TCP/IP and SNA Communications, along with VPS.
• Use Powershell to assist with configuration as well as Unix Systems Services.
• Provide z/OS technical support to customers and engage with other technical teams and vendors on projects. Provide and support the z/OS mainframe infrastructure.
• Use SMPE to install various z/OS packages such as WebSphere, TCP/IP etc. on the Z/OS mainframe system parallel sysplex and provide 24 hour support. Troubleshoot and diagnose issues to prompt resolution in a professional manner. Assist with coordination and implementation of Disaster Recovery testing and post mortem.
• ·Assist with coordination and implementation of Disaster Recovery testing and post mortum

• Lead Operator - Computer Operations, Senior Computer Operator, Computer Operator.
• ·Provided 24 hour technical support of MasterCom PC system software/hardware both internally and at various bank locations. Provided disaster recovery support of operations at backup data center location.
• Trained data center staff on various responsibilities and provided daily technical support for mainframe systems.

• Worked in the print room, mounted tapes, printed forms on laser printers, distributed reports etc
• ·Provided support of mainframe tape library and technical assistance. ·Provided distribution of mainframe reports. ·Operated large laser printers, bursters, decollators and tape drives.