Robert Whisler

Experience

• 

  JPMorgan Chase

  Apr 2004 - Dec 2007

  Worked with several fraud and/or anti-money laundering investigation teams from internal check fraud, deposit fraud, wire fraud, electronic money movement investigations, and corporate security.• Generated high-risk reports based upon data collected from multiple fraud tools• Performed proactive fraud prevention on consumer and business bank accounts• Analyzed loss and fraud trends to identify new detection models/rules for loss prevention• Provided one-on-one training on use of applications• Tested fraud software for new department (not previously automated)• Developed curriculum/procedures for new department• Assisted in department-specific database roll out and maintained database Show less • Served as cross-departmental product/systems expert• Developed database for process-specific use department wide• Provided time sensitive ongoing education material• Exceeded performance goals in various projects (Clerical Team Leader & UAT Project Lead)• Provided phone-based customer service for both consumer and business card members• Acted as a liaison between customers and Corporate Internet group to deliver solutions in regards to the user experience, maintenance options, and issue escalation and resolution on our service website• Assisted our training group with new hire classes to ensure a quick ramp up for technology and corporate culture. Management experience • Team Manager, managed a staff of 20 financial service advisors• Led a three-person group of project specialists to fill a specific need in the department• Led a six-person group to test LOB software package, assisted with application roll out• Budgeted and requisitioned equipment, staff and software for projects• Worked with a group of team managers as an issue resolution team during a three stage data conversion/merger effecting over two million customers and business partners• Collaborated with programmers, LOB leads, and customer/user experience experts to ensure timely and cost-effective application roll out. Show less

  • AML Investigator

    Mar 2006 - Dec 2007

  • Card Services Specialist

    Apr 2004 - Mar 2006
• 

  ACI Worldwide

  Dec 2007 - Dec 2011

  Technical Analyst

  Working remotely in the following positions allowed for improvement of communication and time management skills. Also, to further product knowledge and abilities by maintaining individual workload, as well as providing additional support when other employees were unavailable. Incident Manager – Remote Position (Dec. 2009 to Dec. 2011)• Specific responsibilities began with a production outage of any on-demand product• Responsible for all internal and external communication regarding outage• Drove conference call regarding outage and ensured all parties worked toward resolution• Followed up to ensure root cause of any and all problems was determined and communicatedTechnical Analyst – Remote Position (Dec. 2007 to Dec 2009)• Assisted customers with escalated issues in both in-house and on-demand environments• Acted as key contact for several financial institutions, providing ongoing case management• Worked with other departments to reduce backlog and ensured cases continued to progress• Created change requests to address bugs and needed enhancements to Enterprise Banker• Provided training for end users of Enterprise Banker• One of a small group of employees with access to make advanced settings changes• Performed testing for rollout of sales force platform• Performed testing of product environment after various maintenance tasks and updates• Performed testing for product bugs on various operating systems and browser versions• Represented group at planning meetings to prioritize and schedule implementation of patches and hot fixes• Responsible for various internal reports to ensure service levels were met• Created process and escalation documentation for third-party vendor to handle in-bound calls for the product Show less

• 

  JPMorgan Chase

  Jan 2012 - Mar 2020

  VP

  Production Assurance/Incident Management provides overall coverage and support for the multiple lines of business production environments. Responsibilities span all internal technology and technology vendors' infrastructure, development and business support.Responsible for leading the timely resolution of customer/firm impacting technology incidents and researching/understanding the direct & root cause of incidents. Incident Management Duties:• Call facilitation, coordination and communications during critical outage situations • Call documentation, queue management, ticket analysis and interface to impacting lines of business for incident impact analysis via the Production Assurance process • Single voice for our line of business and for cross line of business incidents • Timely and accurate global incident reporting for all incidents • Maintenance and informational updates on internal intranet web page and knowledgebase • End to end view of issues for objectivity • Influence senior technology leads across organizations to ensure timely resolution of incidents • Minimizing TTR (Time to Repair) by engaging and escalating with resolvers in a timely manner• Document clear and concise timelines• Act as liaison between multiple technology groups within the firm. Train and mentor staff on new procedures and applications• Train and mentor staff on new procedures and applications Show less

• 

  Wells Fargo

  Mar 2020 - now

  VP – Systems Operations Sr Engineer