Holly Armes, MBA CSM SLC

Experience

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  The Reynolds and Reynolds Company

  May 2000 - Jun 2007

  Certified Technical Trainer
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  BURGIN DODGE

  Jun 2007 - Jul 2008

  Assistant Manager / System Administrator

  Assisted in overseeing operations of the service department that included assisting with interviewing, hiring, scheduling, training, goal setting and performance evaluations for up to 20 employees.• Worked jointly with the executive team (Operations Director, VP and CEO) in business planning and strategic decisions involving the service department to ensure the attainment of sales, productivity and profitability goals.• Monitored payroll and labor hours for the service employees and attract additional bonuses and compensation.• Managed software administration for the entire dealership with additional responsibility for all applications management and end-user troubleshooting for two dealerships (100+ computer network).• Performed software installations; upgraded/modified existing applications; managed applications for parts, service, accounting, finance, insurance, and sales; and set up users, passwords, and accounts for each employee.• Planned and performed the system conversion from ADP software to the new ERA application and performedend user training for 150+ employees at both dealerships.• Customized the ERA report generation tool to create reports for each department based on specific requests and requirements for the management team. Show less

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  ESC

  Jul 2008 - May 2009

  Software Engineer

  Contributed to software development/improvement by testing new programs, performing fault finding, and developing data models using SQL to support application and reporting needs. • Successfully integrated existing software products to improve information management efficiency, investigated potential new technologies, created technical specifications and developed test plans.• Developed scripting for managing data using SQL to access databases.• Wrote operational documentation with technical authors.• Maintained systems by monitoring and correcting software defects.• Worked closely with project managers, graphic artists, systems analysts, and sales/marketing professionals.• Consulted with clients/colleagues concerning the maintenance and performance of software systems and to obtain information, clarify details and implement information.• Updated technical knowledge/skills by training, reading manuals, and accessing new applications.• Researched EPA standards and regulations along with State Permits to ensure the system was compatible and in compliance with all regulations. Show less

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  MAZDA KNOXVILLE

  Aug 2009 - Sept 2010

  System Administrator / Customer Service Advisor

  Performed software installations of new applications and upgraded/modified existing applications.• Managed software applications for parts, service, accounting, finance, insurance, and sales.• Set up new users, passwords, and accounts for each new employee.• Planned and performed the system conversion from ADP software to the new ERA application and performed end user training for 150+ employees.• Customized ERA report generation tool to create reports for each department based on specific requests and requirements for the management team. Show less

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  Scripps Networks Interactive

  Sept 2010 - Mar 2018

  SES computers and related systems to design new IT solutions, modify, enhance or adapt existing systems and integrate new features or improvements, all with the aim of improving business efficiency and productivity.• Possess a high level of technical expertise and clear insights into current business practices. • Examine existing IT systems and business models• Analyse systems requirements• Undertake product development• Implement, configure and test feasible solutions.• Liaise and report to internal and external clients and stakeholders, including colleagues and developers.• Conduct a cost analysis and agree the timeframe to implement the proposed solution. • Specify and shape the system requirements and operations, the user interface and output and present the proposal to the client.• Work closely with the client team, including commercial managers and software developers, during both the report and implementation phase Show less Media/Marketing Company; Remain up to date with company policies/procedures and continue to demonstrate a comprehensive awareness of positive business impact to the customer. • Provide technical support for Scripps Networks users via phone, remote software, and occasionally on help desk to research, resolve, and respond to incoming issues in a timely manner. • Serve as a Subject Matter Expert in assigned applications that includes creating informational articles for distribution to IS Support groups. • Create new training documentation for user training programs and facilitate training sessions to end users for updates to existing services or products. • Participate in related project activities including User Acceptance Testing for applications, preparing support team for new product releases, and managing team projects increase service efficiency or to achieve business goals. • Represent the Application Administrator group in daily Stand-Ups, Sprint Reviews. • Evaluate basic SQL Select statements (i.e. Select, Join, & Union commands) . • Notate audit variations, and collect basic evidentiary artifacts for Sarbanes-Oxley controlled applications. • Evaluate escalated incidents and validate the existing classification based on available information. • Reassign cases to support groups as needed; according to Service Catalog or Management where appropriate. Show less

  • System Analyst III

    Jan 2014 - Mar 2018

  • Application Support Analyst

    Sept 2010 - Jan 2014
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  Discovery Channel

  Mar 2018 - Sept 2018

  System Analyst

  • Experience working with a support ticketing queue/workflow• Knowledge of SQL queries and specifically intermediate to advanced SELECT/JOIN syntax.• Familiar with either SQL clients for multiple DBs, or JDBC-based SQL clients.• Understanding of basic system health metrics• Understanding and working knowledge of *nix system• Troubleshooting skills; including: o Ability to mine log files and draw inferences/conclusions from them o Ability to read Java code where necessary. o Novice-level knowledge of Git and/or Subversion source control systems.• Strong customer-service orientation• Own and coordinate issues through resolution• Perform (scheduled, paid) off-hour work for weekday evening deployments.• Participate in the on-call, off-hours support process.• Possess a high level of technical expertise and clear insights into current business practices. • Examine existing IT systems and business models• Analyze systems requirements• Undertake product development• Implement, configure and test feasible solutions.• Liaise and report to internal and external clients and stakeholders, including colleagues and developers.• Conduct a cost analysis and agree the timeframe to implement the proposed solution. • Specify and shape the system requirements and operations, the user interface and output and present the proposal to the client.• Work closely with the client team, including commercial managers and software developers, during both the report and implementation phase• Support the product and development teams by administering tools they use such as Team Services, Github, LucidCharts, Atlassian, and others Show less

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  Lirio

  Oct 2018 - Aug 2019

  Application Support Manager

  • Work in a highly collaborative and multi-tasking, continually learning, agile, DevOps team• Manage teams to secure fitness of resources and resolve all problems.• Produce high quality work, & always demonstrate a high work ethic • Communicate effectively & clearly; fail fast & learn from mistakes• Administer requirements & tasks for an application support team• Evaluate all problem and impact analysis and recommend solutions and workarounds• Provide technical support to all applications and resolve issues.• Secure clear possession of problem identification, its analysis, impact analysis and solutions• Support customer support and marketing teams use of technology and processes; this may include coding, data ETL, software configuration, building web pages, etc• Support the product and development teams by administering tools they use such as Team Services, Github, LucidCharts, Atlassian, and others• Develop and maintain all multiple interfaces for customer applications.• Assist representatives from counterparts of application and resource planning and comprehend all business requirement and prepare documents.• Supervise everyday requests for matters related to growth, resources and vendors and resolve issues related to production and development• Perform operations activities such as system configuration management and infrastructure setup• Perform administrative tasks related to cloud, IaaS, PaaS, and SaaS infrastructure and applications such as AWS and Office 365• Coordinate with vendors and other business users and provide technical assistance for all applications.• Administer all implementation issues, generate short-term resolution, as well as long term preventive measures for development.• Participate in peer reviews of code, designs, and tests with support team members• Write & verify documentation related to infrastructure, products, and tools; API, Wiki, Dev docs, release notes, processes, use of technology, roles & responsibilities, etc Show less

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  Clayton Homes

  Aug 2019 - Mar 2022

  Technology Environment Manager

  • Implement technical updates on the systems complying with the Group requirements and methodology.• Work with other members to ensure that environments are available to develop and test projects across Project Portfolios.• Work within the operational framework to aid with operations of the production environments. • Assist in the technical testing of internal and external systems and services. This will include stress and load testing. • Ensure environments documented and procedures to facilitate application installs ready for handover to operational teams.• Responsible for development of environment refresh strategies.• Responsible for communication and execution of timely environment refreshes to support cross-portfolio testing. Show less

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  Zotec Partners

  Mar 2022 - Feb 2023

  Change Manager

  Facilitate change by facilitating changes quickly through the production environment. Protect the technical systems of the organization, ensuring the changes that are made do not present an unacceptable risk. Look for conflicts in active changes and determine the most appropriate time to commit changes to the production systems. Review, categorize, and record requests for change. Work cross functionally to understand business needs and goals and prioritize changes according to business objectives.Manage the transition of changes from the development team to operations. Coordinate the building, testing, and implementation of changes. Create and circulate the change schedule. Conduct Post Implementation Reviews after the implementation of changes. Maintain all change documentation (policies, procedures, templates, etc.) Produce management reports Show less

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  Clayton

  Jan 2023 - now

  Environment Manager