Heather S. Chumbley

678.429.5728 ▪ 1951 Alta Vista St., Dubuque, IA 52001 ▪ hschumbley@gmail.com

Summary

Profile

Results oriented, strategic, IT Manager with almost 20 years of experience in the computer

services industry and 12 years in leadership roles. Management style is supportive, while

emphasizing results, continual improvement, and teamwork. Builds teams that take pride in

solving problems for customers and themselves.

Key Skills

• Agile, Lean, Continual Improvement

• Team Building and Leadership

• Employee Performance Management

• Communications (Written, Presentation, Oral)

• Basic Spoken & Written Spanish

• IBM Tivoli Monitoring (ITM) and Smart Cloud Performance Application Monitoring

(formerly IBM Tivoli Composite Application Monitoring (ITCAM))

• Operating Systems: Windows Server, AIX, Linux, HP-UX, Solaris, OS X

• Network LAN/WAN protocols TCP/IP, FTP, SSH

• Scripting/Programming using ksh, Perl, Java

Professional Experience

Employer History

7/2000 – Present

IBM Corporation – Global Technology Services

IT Manager: Middleware, Email, Storage & Database (9/2014 – , Dubuque, IA)

• Managed a team of 35, including contractors and regular employees, collocated and

remote, supporting Middleware (Weblogic, IIS, Apache), Email Services (Domino,

RightFax, Archive, MailGate, Secure Messenger), SAN and Backup/Recovery for a large

healthcare client

• Transitioned the work of the Oracle and Microsoft SQL database administrators to the

client’s new vendor on-time and without impacting client operations

• Assisted the displaced database administrators with finding new work placing them 7 out

of 8 in new roles within a month, with the 8th preferring not to immediately return to work

• Implement, check, and enforce agreed-upon security standards related to supported areas

• Manage patching and any non-compliance security issues to closure by target date

• Reduced cost of standby pay by over $151,000 per year by ensuring that standby pay

policy was applied consistently and by cross-training employees, thereby reducing the

number of people on-call at a time; this improved quality of life for employees as well

• Mentoring and training new peer managers

• Led successful disaster recovery exercise

IT Manager: Unix & Intel (2/2014 – 8/2014, Dubuque, IA)

• Managed a team of 25, including contractors and regular employees, collocated and

remote, supporting Unix & Intel for a large transportation client with an environment of

1100 Intel servers and 550 Unix servers

• Hired 13 resources including 8 regular employees and 5 contractors to build up the team

and replace 4 contractors who were not meeting expectations

• Presented reports showing department status (hiring, productivity, server patching level,

project status) regularly to upper management

H.S. Chumbley - Page 1 of 3

7/2000 – Present

IBM Corporation - Continued

IT Manager: Enterprise Monitoring Solutions (11/2012 – 2/2014, Dubuque, IA)

• Managed a team of 27, supporting multiple technologies (Smart Cloud Application

Performance Monitoring, Unix, Intel, middleware, etc.) with multiple responsibilities

(technical services delivery, pre-sales, engagement, project management, IT architecture,

and development)

• Increased the team’s total closed work orders per week from an average of 55 to 120 by

implementing personal productivity metrics—a productivity increase of over 200%

• Improved change success and quality drastically by changing the team’s mindset and

implementing the use of a pre-change checklist

• Decided on a strategic plan to replace multiple legacy systems with a single state-of-theart

strategic IBM tool, eliminating old hardware, operating systems, and middleware,

which are causing security vulnerabilities, missing data and alerts, and excessive work for

the team

• Developed and championed a plan to engage other teams to take over work that did not fit

with the team’s core competencies. This allowed the team to focus on core skills

development and get other work into the hands of experts

• Recruited new skilled team members via traditional channels and using social media by

posting links to job ads on Technology specific User and Interest groups on LinkedIn and

Facebook

• Planned curriculum and provided training for new managers

IT Manager for Automation (8/2012 – 8/2013, Dubuque, IA)

• Founded the Automation team to assist teams around the delivery center with reducing

tedious work, improving quality, and improving audit readiness using automation

• Promoted the team for high visibility throughout the delivery center

• Gained approval for a tool from the Global Automation Clearinghouse allowing the tool to

be shared across geographies for the larger success of IBM

IT Manager for Tivoli Monitoring (12/2010 – 11/2012, Dubuque, IA)

• Managed a team of 25 (including employees, interns, and contractors), supporting Tivoli

Monitoring across approximately 40 different client environments

• Drove lean mindset of continual improvement with the result that Tivoli Monitoring

received the highest rating of any Dubuque pool on the 2012 assessment

• Implemented wiki to assist Dubuque managers with finding and using manager tools and

finding policies, procedures, and manager training

Subject Matter Expert & Technical Lead (11/2009 – 12/2010, Dubuque, IA)

• Led a team of seven IT Specialists, providing mentoring, skill development, and daily work

direction supporting Tivoli Monitoring on over 30 accounts

• Maintained and administrated IBM Tivoli Monitoring (ITM) Infrastructures at the hub

level to provide monitoring for clients' servers

• Documented and maintained procedures on a team wiki

• Managed the transition of work from multiple remote teams to a brand new team in

Dubuque, Iowa with no interruption in service

• Reviewed security technical specifications related to Tivoli Monitoring and worked with

OS teams to implement

H.S. Chumbley - Page 2 of 3

7/2000 – Present

IBM Corporation - Continued

Advisory IT Architect & Technical Lead (7/2004 – 11/2009, Atlanta, GA)

• Led the support team for the critical Tivoli Application on the AT&T account’s 2300+

• Participated in Continuous Improvement team to identify and tackle areas for

streamlining and automation

• Improved the reliability of the Tivoli Infrastructure by documenting release management,

testing, and administration tasks

• Developed and managed a reusable patch release timeline with milestones, resulting in

releases that were better tested and more predictable

• Trained colleagues on failover procedures and ran disaster recovery practice scenarios in

high availability environment

Advisory IT Specialist (11/2002 – 7/2004, Atlanta, GA)

• Designed innovative monitoring solutions using Tivoli Distributed Monitoring (DM)

• Created online documentation for Tivoli on the AT&T Account for an audience of over 600

professionals of varying technical savvy

• Supplemented the online documentation with easy to understand training and emailed

tips

IT Professional & Project Manager (7/2000 – 11/2002, Atlanta, GA)

• Managed the project to transition the Application Response Monitoring Project (IMOARM)

from AT&T to IBM

• Developed and supported scripts for Rational Robots monitoring end-to-end application

response time. Automated intranet reporting of Rational Robot results using OCM

• Wrote scripts to automate the BMC Patrol Agent upgrade and administered the BMC

Patrol Agent from a Developer's Console

7/1999 – 7/2000 AT&T, Atlanta, Georgia

Senior Technical Associate & Project Manager (7/1999 – 7/2000)

• Documented processes for smooth outsourcing of Tools work to IBM

• Provided telephone support, troubleshooting, training, and documentation to AT&T

employees for in-house applications, desktop operating systems, hardware, software, and

network

Awards

• Rated ‘Among the Top Contributors,’ for 7 out of the last 12 years—the highest rating

• IBM Means Service Award, 2012

• Bravo! Award, 2010

• Equity Award for long term performance, 2008

• Gerstner Award for Client Excellence, 2007

Education

Degrees Earned Georgia State University, Atlanta, Georgia, 2009

Bachelor of Science in Computer Science

Magna Cum Laude

University of New Orleans, New Orleans, Louisiana, 1998

Bachelor of Arts in Education

H.S. Chumbley - Page 3 of 3

servers as the team technical lead for 4 years, then led a team supporting 2 IBM Tivoli

Monitoring Shared Environments serving 9 accounts