Manage the start-up, staffing, and process definition for a global team of level 1 and level 2 support teams responsible for the application and infrastructure operations for Banking Centers, Contact Centers and Fraud and Claims Line of businesses. Provide ongoing identification, triage, resolution, and prevention of production impacting incidents. Also, interface daily with senior bank executives within operations and business support units to deliver critical updates and strategize direction.
SVP, Sr. Technical Manager: Manage a global team of 50+ level 2, support resources, supporting over 30 client/server and web applications used by over 5700 banking centers. During my tenure, administered a major realignment of resources to support a conversion of a primary application, implementation of several net new applications, created and implemented several associate development and satisfaction measurement and improvement programs, and partnered with business leadership to drive error reductions and improve customer experience.
VP, Sr. Technical Project Consultant: Collect, analyze and provide lead technical expertise to three channel availability Management By Fact (MBF) projects by leveraging Six Sigma tools and Green Belt methodologies to identify opportunities for increasing technology effectiveness and system availability within bank-owned and vendor applications. Also, facilitate on-going project meetings, track action items to resolution, measure impact of incident counter measures, and prepare and deliver MBF results in detailed report-outs to senior BOA technology executives.
VP, Team Manager: Manage two production support teams providing support for over ten applications including web, DOS, mainframe, and GUI applications running in a client-server environment on multiple operating systems and in support of multiple facets of the bank's product and service delivery channels. Apply the Standard Software Process (SSP) and Problem Management Process (PMP) to the detection, analysis, documentation, testing, and correction of production incidents. Perform hands-on leadership with development, testing, implementation, and business partner teams to walk break-fix projects through the SDLC.
VP, Senior Business Analyst: Provide technical support for Bank of America's front-end application operating in OS2, NT, Windows 2000, and Windows XP environments. Primary responsibilities include researching issues, tracking defects, and preparing specifications for defect correction by an outsourced vendor.
Contractor, Certification Analyst: Perform certification testing of front-end application by creating test plans and scripts, running mock deposit and loan account set-ups, performing calculator verifications, generating and verifying forms, and reporting, researching and tracking defects. Methods of testing include functional, unit, regression, and systems integration.
Six Sigma Green Belt
Technology Association of Georgia
Women in Technology
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