Dorathy R. Email & Phone Number

Austin, Texas, United States

• Leads IT operations, overseeing data center services, incident management, and change enablement to ensure seamless IT service delivery.• Drives the execution of technology roadmaps and establish standardized processes to optimize IT operations and improve cost-efficiency.• Manage operational KPIs, budgets, and resource allocation to achieve performance targets.• Oversees communications during critical IT events, including outages, scheduled maintenance, and updates.• Fosters collaboration between IT teams and business partners to identify and resolve complex system issues.• Assists with managing budget, communications, audit, performance, and other operational activities and coordinates activities with section staff. • Coordinates and/or participates in the development and execution of enterprise level strategies and technical direction, including establishing processes and procedures for executing and maintaining technology road maps.• Develops and monitors budgets, schedules, work plans, resource requirements, operational Key Performance Indicators (KPI), cost estimates, and projections for the ITSD budget and operations projects.• Oversees Data Center Services (DCS) support coordination, and DCS Major Incident Management, Problem Management, and Change Enablement.• Compiles and distributes ITSD operational management information, status reports, and budget expenditures to ITSD leadership.• Oversee and ensure timely and accurate internal and external communications related to ITSD operations including outage events, release updates, and regularly scheduled maintenance.• Coordinates projects that cross functional agency systems and other state entities that require coordinating, planning, and scheduling during project development and implementation stages.

• Monitors development of info system applications working with project managers, development staff and infrastructure support to devise, negotiate, ensure, and oversee implementation of solutions for agency applications running in state Data Center Services (DCS) facilities• Oversees, monitors, reviews, and assesses capabilities, workflow, and requirements (scheduling, processing, priorities, and special needs) of existing and future applications ensuring optimal coordination, implementation, and support in state DCS facilities• Oversees, coordinates, and assists in scheduling deployment and operations of agency applications into state DCS facilities• Oversees consistency of relevant documentation required for implementation of new/modified applications into state DCS facilities• Analyzes, evaluates, and recommends improvements to existing, new, and proposed information system applications to optimize their performance in state DCS facilities• Confers and advises IT Operations Director of all news/studies/trends/updates from the state DCS facilities and makes recommendations concerning agency interaction with these facilities• Monitors and coordinates status of DCS SLAs for the agency• Provides direction, guidance, consultation, and training to agency development staff for the successful deployment of new, modified, and proposed information system applications into state DCS facilities• Reviews, monitors, and validates DCS invoices and budget prior to final approval/signoff by agency; provides input into preparation of agency LAR budgets for state DCS activities• Provides input into agency's Disaster Recovery Planning and Business Continuity Planning• Reviews, monitors, and updates DCS Contract Agreements on an annual and as needed basis for new procurement requests• Oversees Data Center Services (DCS) coordination, and DCS major incident management and Change Enablement• Performs related work as assigned

United States

• Directed the change management process, ensuring all changes were risk-assessed, documented, and successfully implemented with minimal business disruption.• Chaired Change Advisory Board (CAB) meetings, overseeing the prioritization and approval of RFCs and driving process improvements.• Conducted post-implementation reviews to enhance change success rates and optimize change management practices.• Ensure agreed Request for Change (RFC) are entered correctly in the Change Control System• Works to ensure RFCs are allocated an appropriate priority in collaboration with the requester to ensure appropriate scheduling and ensure justification for Change is evident and reject impractical RFCs, and ensures that change implementation risk is understood and mitigated to increase the likelihood of successful implementation at first attempt• Ensures all impacted/interest parties are informed throughout the change lifecycle• Chair Post Implementation Review meetings and manage follow-up actions identified from post implementation reviews• Has strong knowledge of customer’s contractual requirements and understand the client’s business and the impact of changes you manage on their environment• Establishes credibility with the client, delivery teams, and 3rd party suppliers• Takes personal control of Expedited and Emergency Changes and acts as Chair for Post Implementation Review (PIR) meetings and manages follow-up actions identified from PIRs.

Austin, Texas Area

• Managed the lifecycle of IT changes, from request to implementation, ensuring compliance with regulatory standards and minimal service disruption.• Led CAB meetings and post-implementation reviews, fostering continuous improvement in change management processes.• Ensure that change implementation risk is understood and mitigated to increase the likelihood of successful implementation at first attempt• Ensures that all changes are managed as planned within the timescales agreed with the change requester and escalates any changes which are damaging the quality of the company outsourcing service, and ensuring all changes comply with internal company controls and customer/regulatory controls• Organizes Change Advisory Board Meetings (CAB), ensure agenda and papers are issued to participants in good time and chair the CAB meetings• Review, monitor and communicate the progress and final outcome of changes to all relevant parties

Austin, Texas

• Led major incident response, assessing business impact and coordinating resolution efforts to restore services promptly.• Acted as the primary escalation point for unresolved incidents, driving resolution in collaboration with stakeholders and ensuring SLA adherence.• Provides technical & non-technical support for Major Incident response Teams• Asses business impact and urgency, declare Major Incident or escalates potential triggering of business continuity procedures or disaster recovery invocation scripts• Own send-to-end outage and business notifications• Coordinate the process of the service restoration or impact reduction• Ensures that cross SDO incidents are resolved effectively securing end-to-end Service Level Agreement• Provides guidance and assistance to SDOs to ensure a globally consistent approach to operational processes• Ensures that customer’s business interests are maintained over and above those of any specific SDO• Cooperates with various SDOs, Incident Managers, and Regional/Global Change Managers

Austin, Texas Area

• Provided second-line IT support to clients, ensuring high-quality incident resolution and service continuity.• Trained first-line agents and implemented process automation to improve efficiency and customer satisfaction.• Escalating unsolved incidents by routing them to the correct support group• Assess and escalates high or critical priority incidents as needed• Collaborates and supports the incident management process to support service restoration• Leads the team in the customer focus excellence approach• Provides Customer specific training for new hires• Identifies opportunities for automation• Ensures quality control of incidents

Palestine, Tx

• Delivered IT support aligned with client SLAs, following ITIL processes and consistently meeting performance targets.• Participated in technical training to continuously enhance service delivery and client satisfaction.• Delivering tasks within defined timescales and to standards agreed in relevant Service Level Agreements with the client• Meeting various Quality KPIs such as Zero Downtime etc., wherever applicable• Strict adherence to standard technical processes/practices followed for the corresponding services• Ability to understand/follow standard ITIL processes• Undergo required technical and soft-skills trainings• Learning and understanding the technologies that are used for day-to-day delivery in order to meet the client’s needs

Palestine, Tx

• Led a team of customer service representatives, overseeing daily operations and achieving service level objectives.• Provided training, coaching, and process improvements to drive team performance and service quality.• May approve special price concessions, quotes, bid allowances, or adjustments• Provides immediate supervision, monitors proactive and reactive workflow, and assigns tasks, goals and objectives

Palestine, Tx

• Coordinates work activities to achieve the volume expected to meet operational requirements• Responsible for the implementation of tactical plans to support the strategic initiatives• Responsible for achieving customer churn and service level objectives• Strong written and verbal communications skills.