Robyn Harrison Mayes, Pmp, Csm Email & Phone Number

Tulsa, Ok, Us

Tulsa, Oklahoma, United States

Tulsa

Boulder, Colorado

Delivered support for IBM’s Incident, Problem & Change solutions. Managed IT processes, services, and assets for applications, such as IBM Control Desk (SCCD), ServiceNow, Impact, Remedy, Peregrine, Infoman, and TADDM. Supported over 200 commercial accounts, including multiple Fortune 500 companies and various IBM internal accounts. -Held unprecedented track record delivering services and systems that increased productivity and lowered costs. -Ensured changes were implemented thoroughly and smoothly by managing technical teams while utilizing excellent communication skills. Managed various upgrades, data migrations, and security patch compliance projects for AIX, Intel, Cloud SoftLayer, Database, Vyatta and various technical support teams.-Delivered quality product, increasing opportunity to expand services and giving IBM a competitive edge in marketplace. Conducted successful account deployments and steady state account projects.-Analyzed and quickly assisted technical teams in resolving technical issues, optimizing performance, documenting root cause analysis, and following through on preventative actions. Developed solid collaborative relationships with technical support teams, financial teams, and executive teams.-Served as 24x7 escalation focal for accounts, staff, and team members, providing consistent approach to service delivery outages and account concerns, thereby reducing impact of steady state delivery issues.-Prepared SOW financial support agreements for U.S.-based and global departments. Worked with IBM Legal, ensuring customer data privacy agreements were current. Assured regulatory security and data privacy requirements were met for HIPPA, ITAR, SOX, FFIEC, FDA, and government-regulated accounts.-Worked with internal and external auditors as the Security Compliance lead for multiple corporate application audits and business reviews standardizing procedures, improving system and process controls, reducing risk, and enhancing system security.

Boulder, Colorado

Service Delivery Manager/Team LeadDeveloped initial processes and procedures for Service Delivery Center West e-ESM support, developing foundation of steady state desk procedures, providing efficient delivery for commercial accounts.Created robust turnover plan for accounts transitioned to Steady State, ensuring proper handover exceeding customer expectations, transferring knowledge, testing day-to-day call out procedures, and refining account escalation protocols.Added control, governance, and compliance by utilizing proven technologies to organize, design, install, test, operate and maintain problem and change applications.

Shawnee, Oklahoma

-Maintained computer networking systems by tracking server activity, performing software upgrades, installing computer hardware, addressing questions about technical problems, and improving efficiency by evaluating system network functions.- Maintained server user ID administration access for employees, contractors and business partners increasing productivity by creating accounts and holding User ID Administration training courses for access to applications, systems and databases.- Upgraded all workstations to Windows NT maintaining server health improving security, resolving current bugs and faster performance.- Assisted all employees with 24 x7 Desk Side service communicating effectively, demonstrating patience and expediting problem resolution.

Tulsa, Oklahoma Area

Internship-Assisted project managers with an enterprise wide document imaging system-Attended meetings-Requested status-Updated project plans