Infrastructure Support/ Service Delivery Manager Resume

AREAS OF EXPERTISE

Business Analysis
IT Project Management
Demand Management
Agile/ Scrum Master
Report Creation/Data Analytics
Technical Training Lead

PROFESSIONAL EXPERIENCE

Confidential

Infrastructure Support/ Service Delivery Manager

Responsibilities:

Review and approve server needs to be purchased/deployed (in JPMC’s data centers) from a Governance perspective ensuring process compliance.
Understand where projects are in the Infrastructure Demand Management (IDM) Life Cycle (Estimate, Spend Requests, MyCompute Order Fulfillment), then take action to promote/ accelerate process flow.
Partner with other internal/ external cross functional teams to ensure supply chain is available to meet LOB requirements and/or communicate/resolve issues.
Gather and analyze data from disparate sources and provide accurate reports and analysis of forecasted and consumed data.
Manage and resolve any data quality issues in the Infrastructure Forecast and Estimation Tool (iFET).
Project Managed one of the largest most successful Product data changes in iFET, restructuring the Product Catalog data from over 330 product records to 30 products (migration to GOLD, SILVER, BRONZE product base).
Supported our iFET product by eliciting requirements, submitting software requirements (JIRA’s) for key feature improvements and bug remediation to our Application Team.
Perform Quality Assurance for our IFET Application Sprint releases (User Acceptance, Black Box testing and LOB Cross Impacted Report Modeling).
Created weekly reports for Infrastructure Chief Technology Officers (1 - 1/2 years).
Transitioned Wallet Report to CCB Impacted Infrastructure Projects mapping orders to meet infrastructure needs.
Create Job Aids to facilitate communication and action behavioral change.

Business Analyst Lead

Confidential

Responsibilities:

Managed projects related to 17 applications used by Legal Technology, including managing changes required for application maintenance and risk/compliance.
Facilitated dialogue from disparate teams to determine project scope, define resources required and remediate risk issues.
Elicited requirements and wrote documentation to make changes to software applications.
Scheduled, participated in and represented my organization during the change process (ITSM).
Engaged with Risk & Compliance teams; documented and remediated issues between groups.
Liaison with Legal Operations and other technical support teams.
Created quick reference technical guides (and run books) for all supported applications.
Created end user Job Aid (how to) reference guides.
Did daily monitoring of a User Alert process I created:
Monitored planned or unplanned events and sent alert notifications of impending outages to end users.
Built software tools to support this and other efforts by integrating data from the Patch Lifecycle Management, change process (ITSM) and inventory reporting systems (TAMS).
Created disaster recovery (resiliency) plans in Resiliency Data Base Management System (RDMS); created/delivered management presentations to elicit approvals from various operations teams.
Worked directly with the Legal Discovery Management (LDM) team to design, document and validate functional requirements and business processes for the Legal Hold Notice Process.
Developed requirements for enhancements to applications and other system-level changes.

Project Manager

Confidential

Responsibilities:

Created project plans and task lists to ensure proper tracking and reporting of projects.
Researched solutions to business needs, elicited requirements.
Functioned as liaison with other LOBs and IT leadership to communicate guidelines, metrics, project status.
Identified gaps in processes and implemented solutions to close gaps.
Communicated and enforced procedures and policies.
Partnered with infrastructure and architecture teams to enforce best practices for service delivery.

Business/Project Analyst

Confidential

Responsibilities:

Worked with management to define and improve IT’s Project Pipe Line (PPL) tool.
Elicited user and system needs and translated them into business requirements.
Lead/directed software development efforts to ensure software tool complies with user requirements.
Produced ad hoc reports, trend analysis, and tracked issues/defects and resolutions plans/timelines.
Lead and facilitated meetings with developers, business users, and project teams.
Established working relationships with business, technology, and other internal/external clients.
Functioned as the “go to” person for data related issues of the Project Pipe Line (PPL) tool.
Supported development of business objects.
Defined project objectives and priorities, success metrics, project deliverables and identified cross impacted parties and oversaw the execution/implementation of the overall plan.
Performed user acceptance testing.
Uncovered audit/risk issues and ensured compliance.
Functioned as an escalation point.

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