Patti Koch, PSPO

Experience

• 

  Army National Guard

  Jan 1988 - Jan 1996

  Commissioned Officer, Finance
• 

  Booz Allen Hamilton

  Jan 1992 - Jan 1995

  Business Analyst / Software Developer

  Promoted twice throughout tenure and matrixed across three projects simultaneously, managing process improvement, team training, client communications, and technology development initiatives from initial requirements analysis to final training.

• 

  INTERSOLV Service Direct

  Jan 1995 - Jan 1997

  Product Consultant and Trainer

  Technical consultant conducting product installations and leading training sessions at client sites, serving as key resource for user education, support, and systems integrations. Selected to be ‘the face’ of company at recruiting events in Long Beach CA and Dallas TX.

• 

  Merrill Lynch

  Jan 1997 - Jan 1998

  Software Configuration Manager

  Planned, coordinated and led 120-person facility relocation. Managing physical/technical migration project plan, developed technical migration procedures, and created/executed end-user training.

• 

  Prudential Financial

  Jan 1998 - Jan 2002

  Software Engineering Process Group Trainer

  Recognized as major contributor to successful CMM Level 2 certification through training on processes that supported Capability Maturity Model for internal software project teams and management. Developed and delivered five complex training programs for up to 25 team members through multi-day programs and lunch-and-learn sessions. Organized Software Process Improvement Network (SPIN) meetings to share mangers’ technology, training, implementation, and process improvement ideas. Created templates of performance standards for each system – wrote process and procedures, trained staff, and performed gap analysis. Show less

• 

  AIG

  Jan 2003 - Jan 2004

  Software Process Compliance Consultant and Trainer

  Integral member of select team chosen to lead AIG’s ISG/DBG organization to CMM Level 3. Created and conducted training programs for 8 technology and systems-based courses. Conducted gap analysis, provided process improvement coaching, and developed document library in SharePoint.

• 

  KPMG

  Jan 2008 - Jan 2010

  Business System Analyst

  Collaborated with global SMEs to schedule and conduct information-gathering sessions, elicit and document information, and formally review requirements documentation. Combined and preserved 17 different process documents into single toolkit and collaborative workspace within SharePoint

• 

  KPMG

  May 2015 - now

  Change agent managing the transformation of Outlook-based customer support model to the ServiceNow platform, streamlining support case creation and self-service content development for 8 Risk applications. Facilitator of all Risk applications' successful adherence to the System of Quality Management in support of regulatory compliance with the International Standard on Quality Management (ISQM1). Product Owner accountable for Global Service Support Center's initiative to successfully transition Risk application support management services to the ServiceNow platform. Maximizing value of product deliveries through identification, translation, and implementation of requirements, continuous collaboration with stakeholders, and development and assessment of customer satisfaction metrics from feedback surveys. Applied subject matter knowledge on auditor Independence regulations (SEC, AICPA) to identify and mitigate potential areas of conflict of interest in relation to services and business relationships with current and potential audit clients and their affiliates. Manage multiple risk application support teams and optimize help desk business process and application support solutions for global member firms. Own workstream design and enablement for help desk operations. Oversee performance development for staff. Independence Clearance support to assess and mitigate risks of independence violations. Lead help desk operations manager for Independence Risk Management application responding to related risk issues, inquires, and requests. Responsible for key support operations leading to successful initial application rollout, outperforming forecasted expectations, achieving launch targets upwards of 100% over goal, with 24-country go-live and 1,000+ clearances processed. Concurrently served in Business Lead role for global end-user community, customer satisfaction management. Operationalize help desk to support deployment of new risk application. Global administrator for application and partner with sister support teams establish new operational procedures, and train new team members. Documented and institutionalized SOPs.

  • Associate Director, Global Business Operations Risk Projects

    Oct 2023 - now

  • Manager, Global Business Operations Risk Projects

    Jan 2021 - Oct 2023

  • Manager-on-Rotation / Independence Compliance

    Aug 2019 - Jan 2021

  • Operations Manager / Risk Application Support

    Oct 2018 - Jul 2019

  • Senior Associate / Risk Application Support

    Dec 2016 - Sept 2018

  • Senior Consultant / Risk Application Support

    May 2015 - Dec 2016