Jeanette Leeming Email & Phone Number

IBM account for the Kaiser Permanente account - Manage a cross section of technical staff and Subject Matter Experts (SMEs) expediting resolution or effective work around for restoration of service in crisis situations. Drive resources to recovery for all Severity 1 (Critical) and Severity 2 (High) incidents impacting Kaiser Permanente's production systems such as: Networks, Distributed Systems, and Mainframes. Ensure all Critical and High incidents for all services meet established SLAs for Mean Time to Restore (MTTR). Provide executive summary of events and present to enterprise executive leadership staff.

Santa Ana, Ca

Direct and coordinate global resources in resolving Priority 1 and Priority 2 incidents within SLA. Partner with stakeholders in Problem Management coordination and delivery. Recommend RCA (root cause analysis) actions to address the problem and obtain ownership agreement for same. Contribute to the development, enhancement, and compliance of ITIL based IT Service Management within Incident Management, Problem Management, and Change Management. Participate in Disaster Recovery and Business Continuity planning and testing. Communicate status of major incidents to stakeholders and senior leadership.

Manage a cross section of technical staff and Subject Matter Experts (SMEs) expediting resolution or effective work around for restoration of service in crisis situations. Drive resources to recovery for all Severity 1 (Critical) and Severity 2 (High) incidents impacting Kaiser Permanente's production systems such as: Networks, Distributed Systems, and Mainframes. Ensure all Critical and High incidents for all services meet established SLAs for Mean Time to Restore (MTTR). Provide executive summary of events and present to enterprise executive leadership staff. Author, review, and publish departmental processes and procedures.

Manage a cross section of technical staff and Subject Matter Experts (SMEs) expediting resolution or effective work around for restoration of service in crisis situations. Drive resources to recovery for all Critical (Severity 1) and High (Severity 2) incidents impacting Kaiser Permanente's production systems such as: Networks, Distributed Systems, and Mainframes. Ensure all Critical and High incidents for all services meet established SLAs for Mean Time to Restore (MTTR). Provide executive summary of events and present to enterprise executive leadership staff. Author, review, and publish departmental processes and procedures.

Supervise day-to-day enterprise wide Remote Administration support staff for desktop operating systems and applications. Staff provides third level troubleshooting procedures using remote administration tools such as Tivoli and Dameware. Train staff/develop a High Reliability Organization (HRO) culture. Develop processes and procedures for this newly created remote admin support organization. Establish and strengthen partnerships with onsite local Information Technology staff to enhance customer support.

Supervisor the day-to-day support staff for desktop, operations, and telecommunications on the Catholic Healthcare West account. Staff provides second level troubleshooting procedures resulting in the successful resolution of Incidents & Problems, and fulfillment of Requests created in the Remedy (OPAS) Help Desk application. Provide project management leadership and support for hardware and software implementations and upgrades. Develop and administer plans for individual team member career development. Participate in steering committee to develop standardized platforms and procedures to reduce complexity in managing and maintaining the Information Technology environment. Participate in mock disaster drills, in collaboration with local agencies and area medical facilities, testing preparedness and responsiveness to a catastrophic event.

Responsible for all aspects of Regional IT design, project planning, implementation, and core support for 32 locations, 41 Cisco router nodes. Engineered turnaround of IT performance and service-levels producing customer's positive perception, resulting in an increase in customer satisfaction, and an internal corporate aware for outstanding performance.

Provided IT leadership for staff supporting a 300+ Cisco router node enterprise across multiple states. Responsible for training, development, and management of local and remote IT personnel. Created collaborative inter-disciplinary teams to troubleshoot and determine root cause and resolution of chronic performance issues. Developed a cohesive, communicative staff resulting in all receiving and above average or better performance rating and bonuses.

Participated on project team coordinating the successful migration of the regional data centers to a centralized Enterprise Data Center. Provided escalated customer support for Wide Area Network (WAN). Liaison for Data Center and telephone carrier data circuit providers--ordering, upgrading, moving, auditing, and disconnecting ATM, frame-relay, point-to-point, and ISDN services.