Linda Heebner Email and Phone Number

Manage IT Service Delivery functions including but not limited:• Application/Solution Development (small/medium projects)• PMO/TPM & BA Management • Driving recommendations and continuous improvements• Change Management• Incident Management, Problem, RCA, and Crisis Management (ITIL)• Resource Management • Contractor Management• Vendor Management

Manage IT Service Delivery functions including but not limited to Application/Solution Service Delivery• PMO/TPM & BA Management for commercial healthcare Responsible for end to end intake RPF requests Responsible for overall program management (estimates, tracking, reporting, meeting costs, thru implementation Driving recommendations and continuous improvements Creating and updating process and procedures (e.g SDLC life cycle)• Enterprise Desk Side Management Including asset management, refurbishment, breakage and procurement• Enterprise Service Desk Management IT infrastructure and application incident management SW toolset• Enterprise Change Management• Major Incident Management; Problem, RCA, Crisis Management and Change Management

- Responsible for the day to day delivery of Mainframe and Distributed contracted IT services, ensure client needs are satisfied by constructing partnerships between the Project Office, clients, vendors, and subcontractor organizations, and managing the implementation of these partnerships to ensure positive customer satisfaction. - Work with the Project Office and Delivery organization as a primary point of contact for client needs, requirements and expectations with regard to assigned team operations. - Provide account leadership to the service delivery team and direct teams to develop program, project, product, and business strategies, implementing resulting solutions to meet contract deliverable. - Manage contractual cost, schedule, and service or product deliverable as they relate to the delivery organization. - Manage IBM resources and coordinate client resources to deliver services and solutions to support the client organization. - Support the Project Executive (PE) in identifying growth opportunities and contract profitability. - Own quality for service provided by the delivery organization and are responsible for tracking and reporting on service level performance. Includes SLA and SLO management across multiple services and vendors.- Expert level knowledge across PM methodologies, emerging technologies and technical solutions pertaining to client needs. - Exceptional vision and ability to influence client actions. - Responsible for managing IT Services end to end including 550+ employees across over 50 functional support groups.- Direct the strategic management and operational oversight in order to provide streamlined operations, reduced operating costs, and greater profitability - Client Relationship Manager and interface into IT organization and functional departments - Drive and Manage Service Quality and Contractual Obligations - Drive operational budget and planning

Managing Middleware and Mainframe Print technology product servicesProducts: IIS, SunOne, Autosys, Websphere, LDAP, Siteminder, ADAM, Document Technologies (Filenet, DLS, Documentum), VPS/LRS, Softcopy, RSD Folders HR Manager for 30 Middleware and mainframe Architects and System Admins (40 GR Span and control)Application Hosting Service line SLA & RCA focal for the US• Manage costs interlock, SLA and SLO’s across multiple services and vendors • Drive/Manage service quality and continuous improvements• Manage Middleware RFS Solution Team to ensure commercial clients business needs are met• Provide leadership/direction and technical support• Drive/participate and coordinate audit readiness and GSD331 compliance for delivery• Participate in Global SLA service line metric reporting and defect prevention• Human Resource management in US and extended Off-shore Global Teams• Disaster Recovery planning• Security Patching

Managing Middleware, Oracle DBA, SQL DBA, DB2 and Informix servicesSingle point of contact and advocate between Service Delivery and the Delivery Project Executive General Responsibilities: • Manage cost including annual DOU/interlock plan negotiations between service delivery and the Delivery Project Executive• Maintain positive customer satisfaction and customer relationship• Manage delivering to contract performance standards and client measurements • Drive/Manage service quality and improvement of service delivery processes. • Participate in the (O)/U cost/recovery management with the Delivery Project Executive/PE • Continually identify ways to reduce costs delivering the services and improve service• Deliver on service commitments• Participate in Technical proposal preparation and submit to DPE for review and approval• Participate in account plan/strategy • Provide technical support and participate in the Change Control Board and/or change control process• Provide account leadership/direction and technical support• Participate in the response for new Service requests (RFS’s) on behalf of the delivery organization • Drive/participate and coordinate audit readiness and GSD331 compliance for delivery • Drive/participate and coordinate crisis management• Drive/manage subcontractors/third party providers• Drive Business Continuation/Disaster Recovery exercises

Managing Mainframe, Network, and Midrange platforms Role:• Account focal for Change and Problem management process.• Management of problems and changes to achieve optimum reliability, availability, and serviceability objectives across all platforms.• Communicate impacts (positive and negative) to IBM Global Technology interfaces (Service Delivery Manager, Delivery Project Executives, etc.)• Search for methods to continually improve reliability, availability, and serviceability of all services on all platformsGeneral Responsibilities:• Incident, Problem and Change Management • Critical Situation Management and Execute Alert Notification • Root Cause Analysis• Service Level Management and reporting• Facilitate Customer meetings (i.e. change, issues, scorecards, etc)Additional responsibilities:• Six Sigma Green Belt

Team Lead and Technical Support for Z/os DB2 system operations: design, development, testing and documentation of DB2 code and jobs necessary to support business initiatives. Work closely with technical and client management to implement databases and database support tools in support of complex b business application development requirements and processes (e.g., diverse development platforms, technological environments, software, hardware, tools, etc.). Providing 24x7 on call support.Additional responsibilities:• Subject matter expect for new contract and customer engagements• Customer liaison lead for Morgan Stanley Account• Install & Support all DB2 Vendor Software• Business Continuation • Integrity and security of data and product access security• Documenting problems and resolution• Development of standards and procedures affecting database management, design and maintenance• Train user groups on procedures and standards

DB2 OS/390 System Support/DBA:Supporting and monitoring DB2 system operations including: design, development, testing and documentation of DB2 code and jobs necessary to support initiatives. Work closely with technical and client management to implement databases and database support tools in support of complex business application development requirements and processes (e.g., diverse development platforms, technological environments, software, hardware, tools, etc.). Additional responsibilities:• Associate Manager and Technical Team lead roles• Install & Support DB2 Vendor Software• Business Continuation • Integrity and security of data and product access security• Documenting problems and resolution• Development of standards and procedures affecting database management, design and maintenance• Establish and maintain data bases for user tests and production purposes• Managed the Continuous Improvement Program. Facilitate training and workshops.

Technical Specialist responding to customer calls by correcting their mainframe software and hardware problems immediately. Used a PC based system running on a client server and mainframe application to document problem resolution (95% on the first call). Referred problems second tier support when necessary. This position required a broad technical background and excellent knowledge of JCL, TSO, JES, MVS, VTAM and Netview. Effective customer service skills were imperative. Additional responsibilities: • Project Leader to maintain and update the Expert Advisor call tracking system• Train staff on Expert Advisor• Represent organization on the Information Management System issues and conferences.

Maintained Production Application data. Installed new programs, ran batch programs to update and backup data. Acquired a broad knowledge of JCL, TSO, JES, MVS, VTAM, RACF, IBM and Prudential supported utilities. Requiring 24x7 on call coverage.Additional responsibilities: • Supervise, train and develop new Production Coordination staff (including performance reviews, ongoing feedback, and council performance problems)• Organization project leader of Continuous Quality Improvement Program • Organization project leader on division budget

Program Application Acceptance TesterSpec Writing/Systems Analyst

Leader and New Hire Trainee for Clecial Insurance divisions