Katherine D. Hibbs has over 30 years of experience in technology roles including as a certified teaching assistant, system administrator for IBM, and help desk support for YMCA. She has a proven track record of exceptional customer service, managing complex technology environments, training others, and adapting to new systems. Her expertise lies in education technology, mainframe systems support, and meeting stringent regulatory requirements in healthcare. She is skilled in project management, problem solving, and ensuring business continuity through disaster recovery planning and testing.

1. Katherine D. Hibbs (585) 315-9656
7505 East Main Street khibbs61@gmail.com
Lima, NY 14485
PROFESSIONAL EXPERIENCE
Rush-Henrietta Central School District
Crane Elementary School, Henrietta, NY
Certified Teaching Assistant, Technology
• Provide technical assistance for teachers, administrators and support staff for all technology and
audio/video related questions or problems; troubleshoot problems and engage second level support
as needed.
• Assist in implementation of district technology plan with the purpose of meeting International
Society for Technology in Education (ISTE) standards; help to upgrade existing common core
lessons to encompass educational technology tools, including Google Apps for Education (GAFE).
• Teach K-5 students and assist teachers in a classroom environment; assist individual students as
needed; provide instruction for teachers and staff in ISTE standards, tech tools and technology
implementation including district conferences, small groups and one-on-one.
• Develop and teach tech-ed workshops for teachers and paraprofessionals
• This results in increased positive staff morale as well as costs savings for the district.
IBM
Global Services, Rochester, NY
Computer operator (1999 – 2003)
System Administrator (2003 - 2013)
• Managed iSeries environment for IBM pharmaceutical customers including Bristol Myer-Squibb,
Astra Zeneca and Covance.
• Provided second level support for operating system requirements and problems.
• Performed operating system upgrades and applied system patches as required to keep systems
current and secure.
• Performed a wide variety of administrative tasks to maintain security compliance for IBM and
customers, and compliance with incident and change management.
• Actively managed transition of iSeries support of Astra Zeneca account from U.S. based IBM
support to Argentina based support, including all documentation and knowledge transfer to the
Argentina staff
o Resulted in efficiencies of scale and significant cost savings for IBM
As technical team lead for Bristol-Myers Squibb
• Managed Bristol-Myer Squibb (BMS) iSeries environment in the US, Canada, South America and
Australia for 12 years.
• Lead the technical team in multiple domestic and international system migrations, ensuring minimal
downtime and all system and application functionality.
• Managed BMS disaster recovery planning and test execution for up to 13 systems.
• Maintained current recovery plan for restoring systems to active status within a window of 60 hours.
• Successfully tested the system recovery at IBM BCRS sites in Sterling Forest, NY and Boulder, CO
up to two times a year with all systems and applications functioning properly within customer
required window.
o Resulted in compliance with FDA requirements for GxP standards
• Exemplary support and customer service
o Resulted in BMS re-signing with IBM Global Services two times.
• Lead the IBM team in the BMS iSeries rationalization, transformation and customization plan to
migrate away from the iSeries platform while maintaining records retentions requirements of the
FDA.
• Acquired and maintained extensive knowledge of FDA requirements and BMS GxP processes
o Resulted in multiple audits including at least two FDA systems audits with minimal or no
findings.

2. YMCA of Greater Rochester
Association Office, Rochester, NY
System Operator/Help desk (1993 - 1999)
• Provided help desk support for more than 200 end users at all levels.
• Trained staff and management on system applications, resulting in smooth front desk
management.
• Acted as liaison to branches for assistance with problem resolution.
• Fulfilled all ad hoc reporting requests, using AS/400 Query, providing member statistics and
demographics which were used for marketing and fund-raising purposes.
• Created and maintained information systems, application, process & procedure
documentation, which ensured all members of the IT staff followed consistent procedures
for system and application management. Also ensured a smooth transition for my
replacement.
• Responsible for system backup and tape management procedures.
• Performed trouble shooting for operating system, network and printing issues. Applied
individual patches as needed and cumulative PTF packages as available.
• Certified by YMCA of USA as Trainer in Core Competency Communications Courses.
Keene City Video
Keene, NH
Assistant Manager (1988-1990)
• Assistant manager of major retail establishment carrying an inventory of 15,000 – 20,000
videos, books and CDs.
• Managed staff on site and responded to customer questions and problems, resulting in
positive employee morale and satisfied customers.
• Created weekly schedule for 20+ employees to cover shifts totaling 112 hours.
• Managed cash drawers at opening and closing as needed.
Foundation of UMDNJ
Newark, NJ
Assistant to Director of Development (1983-1987)
• Acted as liaison to Board of Directors, scheduling Board meetings as well as individual
meetings with Board members.
• Responsible for research of current media, which resulted in cultivation of new board
members as well as development opportunities.
• Screened scholarship applications to immediately eliminate any that didn’t meet
requirements and ranked remaining applications before sending them to the Director.
• Assisted in grant writing to increase the Foundation’s endowment and scholarship funds.
Bobst, Inc.
Roseland, NJ
Administrative Assistant, Field Services Department (1980-1983)
• In medium business that designed, built and maintained rotogravure printing presses and
folding machinery, performed administrative duties including scheduling service calls for 20
servicemen covering dozens of clients all over the U.S.
• Arranged all travel and processed all expense reports, resulting in controlled department
expenditures.
• Managed all customer billing as well as warranty verification, resulting in steady department
revenue.
• Processed and analyzed all service reports, from which specific issues were identified so
they could be corrected in the production process, rather than requiring service in the field.
• Created technical documentation resulting in consistent procedures and standard training
processes.

3. • Arranged symposium for customer Plant Managers for the purpose of training them in basic
maintenance and repair of the Bobst machinery. This resulted in lowered costs for our
company as well as lowered cost for customers, which in turned customer satisfaction, and
as a result in the long term, increased sales revenue.
EDUCATION
A.S., Communications and Media Arts, Monroe Community College, May 1996
With Distinction; Writing Intensive
Project Management I IBM education, completed course plus 2000+ hours of project management OJT
AWARDS AND RECOGNITION
Warren Doremus Award for Excellence in Communication, named for a prominent local journalist and
news anchor and awarded by consensus of the Communications Department of Monroe Community
College, 1996
YMCA Association Excellence Award, by nomination of co-workers and supervisor for performance
above and beyond job requirements. YMCA of Greater Rochester, 1997; 1998, 1999
IBM High Performance Service Culture Award, for providing service above expectations and maintaining a
gold standard in customer support. 2004
IBM Delivery Project Executive Customer Service Excellence Award, awarded rarely on an individual
basis for customer service that directly resulted in a customer contract re-signing, and thus,
increased revenue. 2008
REFERENCES AVAILABLE UPON REQUEST
http://www.rhnet.org/webpages/khibbs/index.cfm