Misty W.

Experience

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  Alltel

  Aug 1995 - Jun 1999

  Lead Retail Sales Representative

  Lead Representative over seven locations and approximately ten people. Responsible for reaching a monthly sales quota and training new and existing employees on the phones, rate plans, and POS system. Duties included activating and programming phones, rate plan analysis, minor repairs, nightly reconciliation of cash and weekly inventory. Assistant LAN technician for the West End offices and was responsible for server maintenance and back up as well as taking system down and restarting.• Top Performer in sales during all quarters in 1998.• On call during all retail hours and was point of contact for sales questions and decisions. Show less

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  CoreStaff contracted to Dominion Virginia Power

  Feb 2000 - Feb 2001

  Telecommunications Coordinator, IT Telecommunications

  Assisted with ordering cellular phones, internal customer service, billing analysis and inventory management. Active participant in the decision of cellular carrier during the 2000 bid process which included setting up meetings and conference calls with vendors and other energy companies.

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  Dominion Virginia Power

  Feb 2001 - Apr 2003

  Telecommunications Coordinator, IT Asset Management

  Primary order processor for cellular phones. Duties included client assistance and guidance with rate plans, equipment and the ordering system, equipment and service troubleshooting, inventory management, usage and rate plan analysis, and vendor performance management. Also, checked in returned phones and decided if we should keep them for surplus inventory or discard them; received and distributed the CD-ROM invoice for payment. I was the primary contact for ordering global phones for rental and purchase.• Created and maintained a spreadsheet for loaner phones (i.e. who has them, when they left, where they were going and when they were returned.)• Created a tracking workbook for the Global Phones with all of the information that the company needed to track the phones.• Created and presented a PowerPoint presentation on cellular companies and phones that the company utilized to the Asset Management group.• Involved in creating, testing and supplying programmer with updates to the new ordering/inventory system, which improved order turn-around from 4 days to a 1 day or less process. Show less

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  Inter-Tel Technologies

  Feb 2004 - Sept 2004

  Project Coordinator, Operations

  Coordinated the installation of new telephone systems, moves and changes with the sales team and the operations team for a smooth cut over for the client. Met with clients to collect database information for the programming of their phone system; created programming packets for the technicians on how the system should work and made necessary database changes. Provided training to the client and their employees on the different types of phones, the system administrator voicemail information, and how to make minor database changes to the system. At times, I was called on to back up the Service Department by dialing into a customer’s system to make necessary programming changes; and sometimes asked to respond to clients questions regarding their system. Coordinated the schedule for training of technicians at our company headquarters in Arizona by registering them in the required classes and arranging travel & lodging. Show less

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  Business Center International

  Jan 2005 - Jan 2006

  Center Manager

  Responsible for maintaining center readiness, keeping track of staff schedules, preparations for new clients and monthly billing. Responsibilities included setting up all telecommunications for new clients, including phones, faxes and internet connections; coordinated minor repairs and touch-up painting of office walls; had furniture delivered and set up; set up and conducted videoconferences, met with vendors and provided word processing for clients.

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  Competence, Inc

  Apr 2006 - Jun 2007

  Administrative Assistant/AP/AR

  Provide support to a small custom home builder by providing bookkeeping services to include the processing of vendor invoices for payment, customer billing, creation and filing of liens, process payroll and provide general office assistance. Utilize Microsoft office products and QuickBooks extensively in this position.

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  VHI Transport

  Jun 2007 - Feb 2009

  Agency Administrator

  Responsible for maintaining independent agent relations by providing administrative support as well as accounts payable/receivable, payroll, customer billing and carrier payments. Responsible for creating reports for management meetings and managing aging reports. Also responsible for maintaining agent website and making sure current agents are listed accurately on the site. Utilize proprietary software as well as QuickBooks and AccountMate. Provide backup support for in house AP/AR.

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  Healthways

  Jul 2009 - Aug 2011

  Application Support Analyst

  Provide first and second tier technical support for onsite and remote colleagues via phone, email and remote assistance tools. Use Active Directory and Exchange 2007 in order to establish new network accounts, disable accounts, change passwords, resolve account issues, unlock accounts and change users OU. Create and escalate service tickets via ChangeGear’s ServiceView. Perform software installations and troubleshoot hardware issues. Educate customers regarding proper use of workstations, peripherals, and software. Provide information and documentation for escalations. Coordinate the entry of relevant contractor information into AD based on PeopleSoft reports. StarTeam Administrator which involves creating and managing StarTeam access and tasks and managing workflow processes. Create and maintain phone and voicemail accounts. Approver for documentation updated to the SharePoint for the Service Desk to make sure that the correct information is being published. Show less

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  Community Health Systems, Inc.

  Jul 2011 - Sept 2011

  MIS Coordinator

  Responsible for ordering computer equipment for the company hospitals to make sure they were compliant with the Meaningful Use project. Made sure that the Purchase Orders followed the correct path and were created in a timely manner in order to ensure that the equipment was delivered to the sites on time. Responsible for taking meeting minutes for Project Manager calls and distributing them out to the group.

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  Hewlett Packard Enterprise

  Oct 2012 - Nov 2016

  Responsible for restoring normal service operation as quickly as possible by whatever means available, including a work around, a temporary fix or a permanent resolution. Responsible for ongoing communication with the end users regarding the status of the incident and the resolution. Responsible for daily and weekly reports that are sent to Executive Leadership and Tower Leads regarding Incidents and Service Level Agreement metrics. Responsible for maintaining and updating documentation for the account around Incident, Change and Deployment. Responsible for Service Level Agreement metrics around Incident Management and the restoration of services. Responsible for reviewing SLA Metrics monthly with the client. Backup Leader for the Daily Operations call to discuss the events for all areas on the previous day with Tower Leads and Executive Leadership. Show less StarTeam Administrator which involves creating and managing StarTeam access, tasks and managing workflow processes and uses StarTeam Server Administration, StarTeam Workflow Designer and StarTeam Cross-Platform Client. Responsible for troubleshooting the servers and application and restoring application upon server failure and/or restarting the server when the application becomes unstable. Responsible for Disaster Recovery Plan for StarTeam and all parts of recovery as the Primary contact. This involves monthly updates to the plan and participating in the yearly Disaster Recovery exercise. Responsible for creating client updates and up-time reports that are visible to the client and management on the account. Responsible for providing updates daily on the deployments, changes and incident the previous day on the morning operations call. Responsible for granting access to custom applications, troubleshooting access issues and completing audit activities. Show less Responsible for managing all applications changes to ensure they follow the Change Management requirements as indicated by ITIL. Conduct the Technical Advisory Board (TAB) meetings weekly for internal technical conversations regarding the changes to be presented to the client and make sure our risk assessments were correct. Conduct Change Advisory Board (CAB) meetings weekly to cover any changes going into the different environments during that change cycle. Approve and deny changes within the ticketing system based on the requirements of the company and client. Responsible for managing the approvals, verification of successful deployments and closure of all change tickets. Responsible for conducting the Post Implementation Review (PIR) meetings monthly to review any changes that did not follow the normal or routine process. Show less Responsible for managing the deployment team (two members onshore and 6 members offshore) to make sure that all shifts are covered. Responsible for deploying new changes into the Test, QA, UAT and Production environments correctly and completely using script deployment and automated deployment methods. Responsible for coordinating releases to insure all items are covered and prepared for deployment into the environments. Responsible for scheduling resources to cover releases. Responsible for creating the deployment schedule for major releases into Production and coordinating with all teams to ensure all teams required for the release activities are aware and scheduled. Responsible for deploying maintenance pages for the account when required. This is restricted to only a couple of people on the account. Show less

  • Incident Manager

    Jan 2016 - Nov 2016

  • Critical Incident Manager

    Oct 2011 - Nov 2016

  • Customer Server/Application Project Manager

    Sept 2011 - Nov 2016

  • Change Manager

    May 2014 - Jan 2016

  • Deployment Team Lead

    Oct 2012 - Jan 2016
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  Insight Global

  Oct 2016 - Dec 2016

  Incident Management Operations Analyst
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  Bank of America

  Dec 2016 - now

  • Vice President, Network Operations Technology Manager at Bank of America

    Aug 2023 - now

  • Vice President System Engineering Global Tech and Ops

    Feb 2021 - Aug 2023

  • Incident Management Operations Analyst

    Dec 2016 - Feb 2021