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Click here or scroll down to respond to this candidateCandidate's Name
Street Address
M: PHONE NUMBER AVAILABLE EMAIL AVAILABLESUMMARYMy name is Candidate's Name and I have been in financial services operations for well over 25 years. My experience in banking operations is extensive, specifically in front line production operations, (NOC, all aspects of ITIL practices to name a few). I have a hand-on management style while maintaining a proactive focus on staff cross-training, education and skills. My experience has also afforded me significant interaction with regulators. My background in Incident, Crisis, Problem and Change management along with 1st Line of Defense Risk management proved to be beneficial in engaging with FFIEC, FDIC and other regulatory bodies. I bring an ability to build teams, controls and procedures with a proven track record. Responsible for all aspects of ServiceNow incident module design and oversight.Areas of ExpertiseIncident/Problem ManagementRisk Management Professional (cert)Change, Release, Problem ManagementCall Center ManagementBusiness Continuity Planning (cert)ITIL/ITSM/CSI Service Delivery (cert)Proficiency in Microsoft Word, PowerPoint, Excel, Access, Project, Visio, and SharePointStaff /Management DevelopmentOperational and Strategic PlanningOperational Risk Management (cert)Strategy and PlanningRegulatory Vendor Program Manager (cert)Disaster Recovery / BCP professionalCERTIFICATIONSCRVM: Certified Regulatory Vendor Program ManagerCBCP: Certified Business Continuity ProfessionalORM: Operational Risk Management FundamentalsLGBC: Six Sigma Lean Green Belt CertifiedITIL: v3 FoundationCertificate: Project Management, Villanova 2002Professional ExperienceFirst Citizens Bank 2/2021 PresentIncident Management Process OwnerBuilt and lead a team of Major Incident Managers, processes and procedures that support a $200 billion bank.Led and managed the integration of acquired CIT and SVB institutions into FCBs incident organization.Designed and built all aspects of ServiceNow incident module, including dashboards, reports and metrics.Leading integration efforts for acquired bank operations related to MIM processes.Direct engagements with all level of management, including 1LoD, 2LoD, Audit and Crisis management.Manage daily start of day business operations meeting and POC for all aspects of Incident Management.Built and administer burndown metrics associated with KPI and KRI related to incident management.Wells Fargo Bank (Consultant) 12/2019 2/2021Operations Risk/Issue ManagementEvaluate production incidents, related scope and impact with respect root-cause closure, client impact and closure.Hands-on management of production self-identified issues for compliance, operational, business and customer risk.Ensures 1LoD program compliance and maturity through KPI monitoring andIdentify corrective actions associated with customer impact, procedures and processes relative to Wells Fargo payment transfer products (Zelle, BillPay and Direct Pay).Work with technology to identify interim and permanent corrective action measures.Managing issues/incidents via the Wells Fargo GRC issue management system.Perform root-cause analysis, corrective action implementation and evidence gathering efforts to close issues.Work through sustainability and self-assurance efforts to ensure corrective actions will meet any audit or regulatory reviews going forward.Manage issues along with Audit, Compliance and Legal staff within Wells Fargo procedures.NATIONAL GENERAL INSURANCE 11/2018- 10/2019Sr. Manager of OperationsManagement of Change, Incident, Problem Management, Call Center and the Network Operations Center (NOC) management.24X7 Production Incident Management / Coordinator, responsibility for NOC operations.Implemented Incident and Change Management policies and procedures to stabilize and monitor production.Implemented formal BCP practices and held repeatable exercises.Built and implemented formal problem management root-cause analysis associated with incidents.Enhanced and improved KPI/KRI indicators including service level, quality, productivity/efficiency, reliability, and call center metrics to meet SLA and OLA needs.Implemented individual staff performance and development trackers for each employee.Responsible for Desktop Support department serving 10,000 employees.Performed RCA and RCSAs associated with operations process and procedures.Built comprehensive monthly trending metric reporting to promote continual service improvements and identify potential production service delivery incidents.EARLY WARNING SYSTEMS (EWS) 07/2017- 11/2018Director, Operations and 1LOD Risk Management24x7 Incident Management Coordinator role for production related incidents.Provides subject matter expertise on Business Continuity Management regulatory requirements including but not limited to: Financial Services driven by various guidance and agencies e.g. FFIEC, OCC, Federal Reserve Bank,Created/managed processes and procedures for Change and Incident Management consistent with ITIL practices and led CAB meetings.Ensures FLoD program compliance and maturity through KPI monitoring andCoordinated Internal Audits, SOC2, external CFPB and FFEIC reviews.Performed operational risk role throughout operations including Control Testing, RCA and RCSA assessments.Managed a team of Risk Managers and Technical Writers charged with enhancing, creating and identifying policies and procedures to support aspects of Service Delivery Operations risk.Managed Business Continuity and Disaster Recover Management for Operations and Technology.Continual Process Improvement efforts including implementing ITIL foundation principles.Coordination with EPMO for initiatives, resource and business requirements.Enhanced and improved key performance indicators including service level, quality, productivity/efficiency, reliability, first call resolution and call handle times to meet SLAs.EMMSPHERE 03/2016 - 07/2017Sr. Manager of OperationsResponsible for enterprise Change, Incident and Problem Management.Creating/managing processes and procedures for Change and Incident Management consistent with ITIL practices and managed CAB meetings.Implemented formal process and planning around BCP, DR, Incident and Risk management.Responsible for planning, development, program execution, maintenance and testing of Enterprise Business Continuity, Disaster Recovery, and Crisis/Incident Management programs.Introduced business process improvements for day-to-day service delivery, request tracking utilizing, key trending metric data.Performed RSA and RCSAs with corporate office to address 3rd party reviews.Managed production services, call center, human resource needs, and facility management.Performed regular BCP exercises, evaluating success and residual risk.Implemented continual service improvement practices around service request processes utilizing ticketing system data to create trending data metrics.THE CLEARING HOUSE (TCH) 03/2001- 03/2016VP Data Center Production Operations, ITIL Processes and Client Servicing 2011-2016Managing support of 24x7 production operations for ACH, Wires and Check exchange.Hands-on Incident Management Coordinator for production and facility related outages/incidents/reporting.Implemented an enterprise Incident/Crisis Management Framework, introducing formal impact assessment, quick response action teams and priority/severity criteria.Implemented enterprise Change, Incident and Problem Management (within ITIL foundational practices).Responsible for the production settlement with FRB for over $2 Trillion daily.Managed 24x7 Call Center operations and created standard performance metric reporting.Provides subject matter expertise on Business Continuity Management regulatory requirements including but not limited to: Financial Services driven by various guidance and agencies e.g. FFIEC, OCC, Federal Reserve Bank,Utilizing FFIEC handbook, implemented process and controls to meet regulatory reviews.Responsible for LOD1 Operational Risk Management for production platforms.Dealt directly with FFIEC, FDIC and OCC reviews to address findings and MRA/MRIA remediations.TCH Director, EPMO and Vendor Management 2007-2011Implemented and managed EPMO, created associated SDLC and PMO processes.TCH Project Manager 2001-2007Implemented and managed EPMO, created associated SDLC and PMO processesNATIONAR 1991- 20012nd VP Operations of Check Operations and Data Center OperationsEUROPEAN AMERICAN BANK 1981-1991Assistant Operations Officer Check OperationsProfessional - Community Affiliations:TCH BCP Committee Member (amongst 20 largest banks) 10 yearsSIFMA BCP Tactical Committee (industry level)Active firefighter Lewisville Fire DepartmentSit on the Board of Directors for the Lewisville Fire District(CPAC) Contingency Planning Association of the CarolinasLewisville NC, Fire Department, Firefighter and responsible for recruit training.NY East Islip Fire Department 27 years:-Chief of Department 1995 -2001-Command & Control Incident Management of Fire/Rescue OperationsNC Lewisville Fire Department Board of Directors-Firefighter and Lead recruit training officer |
