Gwenn Whittington
Details
Data Science via Tableau
Udacity
2018
BS
Computer Science
LaGrange College
Diploma
Accounting
West Georgia Technical Institute
Managing the scope of Production Change Requests through the lifecycle; to include but not limited to prioritizing defects, coordinating deployments to the testing environments through Production Deployment. Analyze risk assessment, ensure client and internal communications are aligned. Collaborate with Operations, development, and testing team to ensure all activities are completed in a timely manner with minimal and/or no risk to the business or CSO.
2022 : Present
AT&T
Professional - Cybersecurity SAFe Scrum Master HALO Operations Consumer Identity Access Management
Managed all Digital Life controller and application software defects ensuring continuous momentum towards resolution and closure during the IT development life cycle. Ensure effective communication flows among cross-functional teams ensuring that Digital Life controller and application release cycles are progressing as expected.
Collaborated with upper management to create release driven quality metrics. This included design, development, and published multiple visuals of quality metrics between IT and QA, Domestic and International on a release-driven basis. These reports assisted upper management with decisions related to workload and project/program decisions.
Prepared release-driven IT software release documentation detailing new features, related defects, and various device related updates to ensure a smooth transition from the IT to QA test team in preparation for testing prior to production.
Managed several external vendor calls to ensure that related defects were moving towards resolution, met agreed upon SLA’s and hosted triage calls, as needed, to ensure on-time delivery of vendor software for the Digital Life application release cycle.
2014 : 2018
AT&T
Senior Member Of Technical Staff
Managed both internal and client generated software defects. This defect management process included ensuring effective communication flowed between cross-functional teams and mid-to-upper management ensuring process adherence that resulted in effective closure of related defects.
• Consistently managed conflicting priorities under demanding work schedule and met deadlines to the satisfaction of multiple cross-functional teams.
• Managed multiple chat rooms and collaborated across multi-functional groups to provide resolution to service impacting issues.
• Ensured all defects met quality standards and processes to the satisfaction of clients among cross-functional groups ensuring service impacting issues were resolved per SLAs.
• Assisted multiple groups in deployment of application hot fixes to resolve service impacting issues in a timely manner.
2012 : 2014
AT&T (Crystal Equation)
CANOPI Defect Manager
Reactive problem/incident manager for multiple production applications managed by the Operations & Service Delivery teams ensuring service restoral in a timely manner to meet high availability for all those supported by the SQM Field Support team.
• Collaborated with upper management to ensure performance metrics were captured along with workload among a team of about 15 field support members to ensure applications trended to 99.99% availability and future growth of team depended on these data visuals utilizing Excel and Business Objects to determine such growth and need.
• Engaged cross-functional multi-level application support in a timely manner to restore service to effected application.
• Led triage calls to determine root cause and any actionable items implemented to ensure mean time to restore and mean time between failures was at a minimum.
• Coached various cross-functional teams on items for improvement in meeting the high availability standards which included updating and implementing any process improvements, M&P’s, monitoring or alarming, and coached team members as needed for response and restoration improvements.
• Collaborated with various teams and upper management to compose any needed documents supporting application outages and readouts to executive management.
• Key resource in all chronic outage meetings ensuring all needed application resources were engaged and completing any determined tasks towards improving MTTR/MTBF.
2007 : 2012
AT&T
IT Incident/Problem Manager for AT&T ISES SQM Service Provisioning Team
Reactive problem/incident manager for multiple production applications managed by the Operations & Service Delivery teams ensuring service restoral in a timely manner to meet high availability for all those supported by the SQM Field Support team.
• Designed, developed, and distributed customized monthly performance reports; provided timely and accurate data visualization decks for executive management analysis on application performance.
• Coordinated and led quarterly meetings with Executive management and developed Quarterly report packets to review OSD-owned application performance metrics and assisted with recommendations on process improvements.
• Ensured all defects met the quality standard for developers and maintained those defects were on a fast track to completion to meet SLAs and service restoral efforts.
• Key resource in all OSD owned application related meetings regarding service outages and related issues ensuring all actionable items were taken to completion.
2004 : 2007
AT&T
Problem and Performance Manager
Skills
Agile Methodologies, Azure DevOps Services, BMC Remedy, Business Analysis, Business Objects, Change Management, Crystal Reports, Customer Relations, Customer Service, Databases, Incident Management, Integration, Interpersonal Communication, ITIL, ITIL Certified, IT Management, IT Service Management, Jira Align, Management, Oracle, Performance Metrics, Problem Management, Process Improvement, Project Management, Release Management, Requirements Analysis, Requirements Gathering, Scrum, SDLC, Service Delivery, Service Management, Software Development, Software Documentation, Software Project Management, Sprint Planning, SQL, Team Coordination, Team Leadership, Technical Requirements, Telecommunications, Time Management, Troubleshooting, Unix, Vendor Management, Workload Prioritization, Application Development, Program Management, Visio, Service Desk, Configuration Management, Sla, Disaster Recovery, Unix Shell Scripting, Call Center, Cloud Computing, Solaris, Software Project
About
Most recently involved in IT Project/Program management, process improvement, and accompanying performance metrics within the telecommunications sector. IT Service Management is my specialty, specifically within the Critical Incident management sector driving the tasks around analyzing, remediation, and assisting management in driving toward solutions for quality application lifecycle management systems, deployments and meeting SLAs. Consistently utilize Data Analysis skills to grow my analytical knowledge in assisting Senior Management with analysis of day-to-day activities via Excel, PowerPoint, and 3rd party reporting software applications such as Business Objects and Tableau.
Strengths include attention to detail, initiative, planning, organization, follow-through, effective communication at all levels of management (non-technical/technical), and the ability to work well independently as well as within a team.
Specialties: ITSM Incident/Problem management, Performance Metrics, Graphic Visualizations, Program/Project Management, Resolution Problem/Incident Management, Process Improvement, and Remedy Application Developer (RSP).
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