Sandra Vipperman Email & Phone Number

I am currently employed as an IT Technical Support Specialist, Shift/Team Lead for IBM, supporting IBM Cloud with primary responsibilities for Incident Management. Utilizing Service Now, Unix, Dockers, and Kubernetes. Previously I supported SaaS Solutions for what was IBM's Sterling Commerce Solutions. Responsibilities included Incident, Problem, and Change Management, determining, troubleshooting, and resolving technical and hardware problems within an IT Data Center encompassing an OS390/Z10 Mainframe, physical and virtual Unix and Windows servers, network devices and protocols, storage, and customer related problems within the Commercial and Infrastructure environments, resolving issues at first level and escalating to second level support when necessary according to defined processes and procedures. I coordinated incident and resolution of production issues with end users, technical teams, and support teams, leading bridge calls during problem resolution and follow-up. I created and maintained technical, operational, and procedural documentation and training materials. Supported and participated in server systems deployments. Performed Change Management duties and maintained security with production servers for SAS Audit purposes. Tracked and supported Back office/ Desktop hardware and Software problems, created and maintained user application and domain accounts. These duties were fulfilled utilizing an OS390 Z10 mainframe with MVS, CICS, JES3, MQ, Vtam, and TWS for mainframe and distributed server systems. Utilized VMWare, Citrix, Active Directory, Service Center, CA7, and various Web based tools. My background is in an IBM Mainframe Data Center environment utilizing MVS and DOS/VSE operating systems. I also have experience with AS/400 and Risc6000 systems. The position held previously included Mainframe production support, requiring storage management and JCL maintenance for job reruns/ restores and backups.

Listed skills include Requirements Analysis, Data Center, Itil, Virtualization, and 16 others.

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  Columbus State Community College

  Edp Auditing