* Consumer and Small Business Banking (CSBB), Payments, Virtual Solutions & Innovation (PVSI), Manage my Relationship Customer Journey, Enterprise Contact Technology (ECT) Risk Management and Change Management Support for 100+ application, 4,500+ server CBT Customer Connection Community and associated Infrastructure components (fiber optics, firewalls, cabling)
* Operational Risk Management - Risk assessment, documentation, review, and coordination of Production Change Requests to promote implementation awareness, ensure Application Availability, Safety and Soundness, and avoid conflicting initiatives/negative impacts for 1,500+ Change Records monthly, including High Risk Change analysis, outage communications, and Executive Change Advisory Board (ECAB) review
* Change Management / Incident Management / Root Cause Analysis - ITIL, Prosci, Kübler-Ross Change Management process and policies facilitation, with adherence and process improvements to Enterprise Change Management (ECM) guidelines and participation in EACO (Enterprise Availability Coordination Office) outage issue response and research, hosting Change Management Education Workshops, focus groups, A/B Tests, Root Cause Analysis directives within Enterprise Contact Technology (ECT) infrastructure, platforms, and applications, promoting implementation awareness amongst technology partners/stakeholders, including Network Management, Overseas Enterprise Global Services (EGS), and 50+ Support Groups within Enterprise Contact Technology, and third-party vendors/telecom carriers.
* ITSM experience - Remedy, ServiceNow -BMC Atrium Configuration Management Database (CMDB) Pac2000 Asset and Change Management tool for Change Request review, approval, arbitration, ad-hoc metrics reporting, support group creation, modification and inactivation, and Change notification auditing
* Tableau, Pac2000 Remedy Reports, PowerPoint - Change, RCA, and Problem Report dashboards, daily and adhoc experience with Performance Metrics (KPI's) analytics and report presentation to Sr Management
* Patching Deployment Management and Notifications (DMAN) - Server Patching Coordination Management, scheduled outage management, patch reporting and scheduling analysis in support of 4,500+ servers, spanning 100+ applications, in partnership with Enterprise Event Management, Enterprise Application Managers, Enterprise Technology Partners, and multiple lines of business. Playbook gatekeeper.
* Agile Project Management -Scrum, Project Management, Application on-boarding, Knowledge Transfer utilizing collaboration resources (Jira, Confluence) to compile, document, observe progress, and/or identify risks or performance gaps or deficiencies, maximize process improvement, and foster strategic partnerships