SUMMARY:

• Highly accomplished and results oriented individual with 21 plus years of knowledge in the Financial and IT industry.
• Demonstrated abilities to optimize operations that increase efficiency and company profit by identifying, analyzing and solving problems to increase client satisfaction and improve processes.
• Extremely effective in establishing client/vendor relationships with a solid track record of consistently exceeding corporate goals through strategic planning and project execution

COMPETENCIES:

• Research and Analysis
• Project Management
• Quality Assurance
• Team Leadership
• Relationship Management
• ITIL Foundations
• Problem Resolution
• Incident Management
• Microsoft Suite
• Lotus Notes
• Outlook

PROFESSIONAL EXPERIENCE:

Confidential, Columbus, OH

Infrastructure Service Support Lead - Infrastructure Portfolio Manager

Responsibilities:

• Work across all service owners to integrate and lead line of business solution based objectives, areas of improvement and opportunities, production efficiencies and strategic roadmaps.
• The infrastructure Portfolio Manager engagement provides a forum between the application development and infrastructure teams to discuss trends, issues, and key initiatives related to applications/platforms within the assigned tower and share information that provides program, project and service improvements.
• Serve as the primary contact/Relationship Manager for Confidential & Confidential Banking, overseeing service improvement programs and project escalations.
• Interact with Senior level executives within the business, communicate in a clear and concise manner, respond to all concerns regarding support and ensure restoration of services.

Confidential, Columbus, OH

Digital Business Analyst Manager

Responsibilities:

• Identify, assess, and document business requirements
• Recommend business priorities and advise business on options, risks and cost.
• Analyze impact of proposed solution across the business
• Develop use cases
• Ensure proper customer experience by participating in wireframes and functional document reviews.
• Assist Quality Management team to ensure that requirements can be easily translated into test plans.
• Develop and communicate operational support process for production readiness for CIG ops and business.
• Identify and implement process improvements to improve customer experience

Confidential, Dublin, OH

Process Improvement Consultant

Responsibilities:

• Identify and gather process improvement opportunities
• Determine requirements from all impacted EIT teams
• Design solutions for process workflow and enable tool configurations or recommended enhancements
• Assist with implementation and organizational change management activities
• Capture and log process change request
• Evaluate changes to ensure adherence to standards or support future strategy
• Assist with prioritization of all changes
• Prepare materials and facilitated meetings to enable decision making by SDM governance boards.

Confidential, Cincinnati, OH

Issuer Services Manager

Responsibilities:

• Manage a staff of 40 (exempt and non-exempt employees), responsible for critical timelines and compliance for credit and debit card charge backs with Confidential and Confidential for Fifth Thirds customers.

Confidential, Columbus, OH

Infrastructure & Operations Manager

Responsibilities:

• Responsible for support of the Production Assurance Center ( Confidential ) processes for the Investment Management group and Private Client Services line of business as a Production Assurance Manager and Director.
• Accountable for managing, tracking and reporting on production issues with the primary focus on issues with significant internal/external customer impact.
• Act as a liaison for the Global Production Assurance Center and other internal/external organizations to facilitate issue resolution.
• Manage a team of four to ensure Production stability within the client’s environment.
• Responsibilities also include the support and implementation of common process initiatives (incident management, change management, problem management, vendor management and metric reporting).

Confidential, Columbus, OH

Business Analyst, Systems Officer

Responsibilities:

• Define and create the Requirements for assigned projects within the Confidential systems environment.
• Coordinate and implement system test.
• Creation of test plans and analyzing all test data output as well as driving all issues with testing to complete resolution.
• Rotate responsibilities of process initiatives (incident handling, change management, problem management).
• Rotate primary and secondary on call pager support.

Confidential, Columbus, OH

Customer Advocate/Project Manager

Responsibilities:

• Assist customer with technology needs.
• Resolve technology problems and issues; assist in bringing new products, software, and hardware online.
• Provides a voice for the customer to escalate issues acting as the Project Lead/ Customer Advocate.
• Develops and maintains project plan/task list for technology projects and issues.
• Coordinate activities with the technical support groups to ensure the line of business receives the proper focus and attention.
• Work with customers, vendors, and internal areas to identify needs and insure the resolution.

Confidential, Westerville, OH

Business Analyst

Responsibilities:

• Coordinate and implement system test for all projects assigned. Responsible for creation of test plans and analyzing all test data output as well as driving all issues with testing to complete resolution.
• Act as the Project Coordinator and analyst working with system programmers and Operational management and clients to ensure that all business and testing requirements are documented and tested to completion for individual projects.

­­­­­­­­ Confidential, Columbus, OH

Broker Client Service Representative

Responsibilities:

• Coordinate and provide ongoing support for small financial institutes and brokerage firms.
• Assist with communication and resolution of daily production issues with credit limit transmissions; debit file transmissions, File maintenance transmissions and Confidential transmissions.
• Coordinate client projects working with Confidential USA.
• Clients and vendors to design Confidential cards, card mailers, card activation labels and inserts.
• Working with systems and bank control files to ensure client
• Programs are running smoothly.
• Coordinate system enhancements initiated by clients, including system testing and verification.
• Work with internal operations groups to provide process improvements for our internal and external clients.
• Communicate to clients and assist with escalated problem resolution for Systems, Check Operations, Card Operations, Charge-back, Arbitration and Compliance resolutions and Card authorization issues.
• Working with systems to validate year 2000 testing.
• Managed the successful implementation of several of our broker clients.
• Travel to client sites to help aid in problem resolution and training issues while establishing and maintaining client relations.
• On call 24/7 to assist with communication of production issues.

Confidential, Columbus, OH

Merchant Charge-back Coordinator

Responsibilities:

• Responsible for a team of five individuals supporting Confidential Charge-back regulations and guidelines.
• Provide customer service support for charge-back and phone training, field escalations to achieve resolution and maintain client satisfaction.
• Organize duties while training personnel to ensure that all-monetary deadlines are met within standards.
• A strong working knowledge of Confidential charge-backs, good-faith collections, pre-arbitration and pre-compliance working directly with merchants and all levels of internal and external personnel to help aid in problem resolution.

Confidential, Columbus, OH

Clerk

Responsibilities:

• Responsible for organizing department guidelines to ensure that all-monetary deadline’s was met.
• Assist the department coordinator with training.
• Step in as the backup for the department coordinator when necessary.
• Contact cardholders via the telephone and in writing to help resolve monetary risk losses to the company.