Sherry Sothen Email & Phone Number

Allen, Tx, Us

Dallas Texas

VCE is a startup cloud solutions company jointly owned by VMware, Cisco, and EMC. I was hired specifically for my process development, procedure improvements and management skills. -Qualified ITIL v3 Expert – Certification 2011-Responsible for defining VCE's ITIL Processes and Procedures in support of Customer Support Services, Cloud Managed Services, and Customer Integrations.-Assisted in Tool selection, UAT tool development and Change Request approval workflows to… Show more VCE is a startup cloud solutions company jointly owned by VMware, Cisco, and EMC. I was hired specifically for my process development, procedure improvements and management skills. -Qualified ITIL v3 Expert – Certification 2011-Responsible for defining VCE's ITIL Processes and Procedures in support of Customer Support Services, Cloud Managed Services, and Customer Integrations.-Assisted in Tool selection, UAT tool development and Change Request approval workflows to ensure VCE Process/Procedures were driven through the ticketing tool system to drive consistency and audit readiness. -Lead by example as the Team Leader for the Service Management team. -Openly provide guidance and training to peers and team members in other functional teams.-Collaborated with groups within the corporate enterprise to develop end-to-end processes and procedures.-Provided Training and Operational support to teams on service management tools, processes, and procedures.-Worked with customers to develop integrated processes and procedures between their IT and service management groups and the VCE Cloud Managed Services team.-Recognized by colleagues and superiors for dependability and going above and beyond the call of duty. -Routinely identified and facilitated projects/meetings with key business owners to drive consistency and improvements within the environment.-Strategically align team organizational structure and goals to align with business strategy and objectives-Assisted in the development of Statements of Work (SOWs)-Built out VCE Cloud Managed Services US Command Center Show less

Data Center Site Management Leader - Manage work load placement and Data Center Strategy Planning for the Plano Headquarters Collaborated on the need for projection workbooks tracking daily power usage that protected the integrity of the data centers and proper work load placement.Created executive presentations for high level leadership on current status of the Data Centers power, ensuring Senior executives could weigh risks vs. rewards of major data center improvement… Show more Data Center Site Management Leader - Manage work load placement and Data Center Strategy Planning for the Plano Headquarters Collaborated on the need for projection workbooks tracking daily power usage that protected the integrity of the data centers and proper work load placement.Created executive presentations for high level leadership on current status of the Data Centers power, ensuring Senior executives could weigh risks vs. rewards of major data center improvement projects.Review/Approve projected work load within the Data Centers by reviewing incoming power, de-installations, cooling, PDU’s, floor space and circuits for placement minimizing constraints. Show less

Manage Midrange Security team for the South West HubEstablished key communications with Best Shore resources that improved workload support by 50%.Outsourced available client workload to Best Shore resources.Created and trained Operations team assisting the Security team during the Best Shore workload transition timeframe which resulted in meeting Service Level Agreements and avoiding penalties.Merged the West and South West Security teams into one by increasing… Show more Manage Midrange Security team for the South West HubEstablished key communications with Best Shore resources that improved workload support by 50%.Outsourced available client workload to Best Shore resources.Created and trained Operations team assisting the Security team during the Best Shore workload transition timeframe which resulted in meeting Service Level Agreements and avoiding penalties.Merged the West and South West Security teams into one by increasing leveragability and support with the US, reducing the need of one leader as the team began transitioning into a Global team.Improved the P&L budget ($75,000) by performing ‘Forensic Analysis’ cleaning. Show less

Control Center Leader2007 Accountable in developing teams; to openly share client workload by demonstrating the ability to shift workload in emergencies or maintenance weekend changes encompassing every technical platform while being transparent to the client.2006 Selected by leadership to travel and educate Brazil employees on importance of properly handling unscheduled outages, teamwork and implementing systems changes for client workload. 2006 Best Shore Worked… Show more Control Center Leader2007 Accountable in developing teams; to openly share client workload by demonstrating the ability to shift workload in emergencies or maintenance weekend changes encompassing every technical platform while being transparent to the client.2006 Selected by leadership to travel and educate Brazil employees on importance of properly handling unscheduled outages, teamwork and implementing systems changes for client workload. 2006 Best Shore Worked transition project team to identify cost savings, verify workload, gain customer approval, build standard migration plans, execute training to support 200+ clients, resulting in teams abilities to migrate new business workload without adding additional headcount.2005 Selected by leadership to perform a consulting assessment and executive presentation on the Bell South client workload.2004 Participated in the Control Center Consolidation project to migrate all Operations functions from the Michigan, California and Texas Data Centers to a 'One team environment" that resulted in a standardization of 400 + processes.2002 Assisted with Education Development Uplift program which increased the team's technical skills to a Systems Administrator Associate level and reduced the teams repair time by 30%. 2000 Northern Region Leaders Choice Award Recipient.2000 Member of team accountable by implementing a "Fixed" shift schedule which resulted in improved team moral, health and personal time since the Command Center was on a difficult rotating shift schedule since 1985.199 Received honor by Senior leadership to Coach in the Leadership Management Training Program, which enhanced current leaders skills and provided opportunities for employees to become leaders. Show less

Advancement to team leader responsibility for Operations team supporting multi-platform client environments. Prepared and implemented internal processes for improving customer service and promoting internal communications between leaders, Account executives and the clients supported. 1998 Selected by leadership as the first employee to intern in the Leadership Management Training Program. 1997 Promoted to Operations Technical Analyst, assisted Control Center leader with… Show more Advancement to team leader responsibility for Operations team supporting multi-platform client environments. Prepared and implemented internal processes for improving customer service and promoting internal communications between leaders, Account executives and the clients supported. 1998 Selected by leadership as the first employee to intern in the Leadership Management Training Program. 1997 Promoted to Operations Technical Analyst, assisted Control Center leader with documentation to support performance reviews, salary increases and recognition and provided back up coverage while on vacation.1997 Recognized by Midwest leadership team for coordination/resolution of service/process billing issues as back up for Eastern Region Operations team supporting critical transactions for MasterCard/Visa Credit Card Authorizations resulting in new client billing for mainframe processing fees and reduction of major penalty fees to the company.1996 Selected as Operations Technical Team Leader supporting the Mainframe, Midrange and Tandem platforms by effectively resolving critical incidents by engagement of all necessary team to verify client impact, identify problem, develop action plan, and monitor progress to resolution.1995 Obtained mastery in the Online Interactive systems and promoted to Advance Operator status. Show less

First position with EDS was in tape operations, in the Operator Development Program. 1995 Recognized for independently working with a programmer to input a key identifier on the Disaster Recovery Account listings report improving productivity and the teams accuracy for the tape operations and librarian teams, which resulted in an early graduation from the Operator Development Program and a promotion to the Control room within 13 months over the normal two year… Show more First position with EDS was in tape operations, in the Operator Development Program. 1995 Recognized for independently working with a programmer to input a key identifier on the Disaster Recovery Account listings report improving productivity and the teams accuracy for the tape operations and librarian teams, which resulted in an early graduation from the Operator Development Program and a promotion to the Control room within 13 months over the normal two year timeframe.EDS Training- Exceeded minimum of 40 hours training every year Show less

Data Distribution Management System - Responsible for security issues, basic programming, daily, weekly, monthly and yearly required billing/reports utilized by the company and bank.Accepted responsibility and successfully trained as primary lead computer operator for the company.Implemented and maintained all maintenance on software and hardware updates.Created Monthly GM usage diskette provided to Basicnet in New York.Primary contact with Data Distribution Management… Show more Data Distribution Management System - Responsible for security issues, basic programming, daily, weekly, monthly and yearly required billing/reports utilized by the company and bank.Accepted responsibility and successfully trained as primary lead computer operator for the company.Implemented and maintained all maintenance on software and hardware updates.Created Monthly GM usage diskette provided to Basicnet in New York.Primary contact with Data Distribution Management System; Trained 90 company employees on system requirements and 50 client remote entry customers to input requests. Independently created daily, weekly, monthly and yearly procedures for employees and management team. Show less

Assisted twelve account executives and the customer service department by ensuring customer satisfaction through process ordering, billing and delivery for the main office and five branch locations.Primary focal contact for A.C Rochester, Delco-Electronics, Blue Care Network, Inland Fisher Guide, First of America, Saginaw General Hospital and Genesys Hospital.

Began working at a branch office and was recognized for top sales and customer assistance which resulted in a promotion and transfer to the main office.Proper rotation and floor layout of products while ensuring sales ads are viewable by customers.Validated and assisted customers with catalog ordering to ensure shipment accuracy and client satisfaction.Worked with vendors regarding store displays, discounts, customer demand and stock items.Worked cash register, closing out… Show more Began working at a branch office and was recognized for top sales and customer assistance which resulted in a promotion and transfer to the main office.Proper rotation and floor layout of products while ensuring sales ads are viewable by customers.Validated and assisted customers with catalog ordering to ensure shipment accuracy and client satisfaction.Worked with vendors regarding store displays, discounts, customer demand and stock items.Worked cash register, closing out daily sales and running reports for management.Completed inventory, stocked storage area and handed all types of deliveries.Provided demonstrations of adding machines, copiers, fax machines, type writers and word processors.Training1993 Data Distribution Management Systems; Successfully completed Level One and Level Two training on O/P Dealer System. Show less

Education record

Ddms, It Management

Teacher Education And Professional Development, Specific Subject Areas

High School Diploma, General Studies