Caroline S. Dooling

Experience

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  Lee County Electric Coop

  Nov 1986 - Feb 1996

  Senior Programmer/Analyst

  Industry: Electrical UtilityResponsibilities: Performed applications development and support for customized applications environment for Electrical Systems including Electrical Engineering and Systems Operation, Customer Service/Billing, Procurement/Inventory management

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  Hewlett Packard Enterprise (formerly Hewlett-Packard, EDS)

  Feb 1996 - Apr 2016

  Service Delivery Consultant

  Application Process Lead / Transition - AIMIA Account Team 2015-2016Industry: Rewards, Loyalty programsPerformed activities related to the transition of the AIMIA Applications teams from Current Mode of Operation to HPE standardized processes, in the areas of Incident/Problem/Change/Request management. • Overcame challenges presented by regional differences within the client organization, while completing transition ahead of schedule• Led both HPE and Client facing planning/implementation/training meetings• Compiled documentation for the Applications teams on all in-scope processes.Technical Team Lead - Affinia, Inc Account Team 2006-2015Industry: Auto Parts Manufacturing / DistributionLed Support/Development team of 8, in all aspects of Service Management. Consulted on and reviewed technical solutions, managed release and change activities, led Service Desk and performed Critical Incident management. • Created solution in high-profile Separation project which saved the sale of Chassis division, preventing loss of $150 million for Affinia.• Spearhead improvements through problem ticket resolution, procedural change and improved documentation for best-shore Batch Monitoring team, which reduced after-hours engagement of Apps Support team by 80%• Managed after-hours team coverage, introduced creative solutions to manage coverage of Incident Management and rotation of daily support activities for the team. Information Specialist - Various account teams 1996-2004Industries: Software Warranty / Support, Cellular Service ERP Applications development and support of multiple custom applications and ERP environments, including Contract Management and Support, Marketing, Accounting, Billing, and Cellular Service Activation Show less

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  Hertz

  Sept 2016 - Feb 2017

  ITSM Consultant / Process PM

  As part of the Hertz IT Transformation, I was the sole resource engaged to evaluate ITSM processes for the Hertz Legacy environment, as well as make necessary adjustments for their move to Cloud-based applications and infrastructure. • Conducted interviews and assessments as input to ITSM gap analysis, covering all the ITIL Lifecycle components• Overhauled Operational Checklist to incorporate steps for Cloud platform, and recommended move to Operational Readiness Assessment Process• Prepared presentation for VP-level management highlighting gaps identified in ITIL Lifecycle processes, along with areas which would require adjustment for Cloud operational support Show less

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  Hertz

  Jun 2017 - now

  Hertz has undertaken a major IT Transformation to move to Cloud based platforms and applications. I was the sole resource engaged to manage and track connectivity and access for Integration Factory program which consisted of 300+ integration points. • Moved Connectivity project out of High Risk status in one month, praised for exceptional organizational skills, rigorous persistence and follow up • Systematically attacked the challenges of this mega project with confidence and dedication, overcoming learning curve on unfamiliar architectures/tools, together with unfamiliar processes and tight delivery schedule Show less

  • API Engineering Access Manager

    Apr 2021 - now

  • Project One Infact Connectivity/Access PM

    Jun 2017 - Apr 2021