Experience

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  Nortel networks

  Feb 1986 - May 2001

  Sr advisor strategic business improvement

  Performed internal business assessments using the Malcolm Baldrige Criteria. Working with individual line of business management, facilitated the identification of vital few initiatives based on communicated goals. Worked with internal groups to identify and implement initiatives to resolve perceived gaps.

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  Suntrust bank

  Jul 2001 - Jun 2007

  Avp incident management

  ITIL implementation and facilitation. Implemented a formalized post mortem process to investigate and permanently resolve significant operational incidents. Developed a systematic tracking and reporting process of incidents that included quantification of internal and external client impact. Conducted in-depth analysis of incident trends in order to implement proactive preventative measures.

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  Aig

  Jun 2007 - Nov 2008

  Sr analyst itil process

  Performed in-depth analysis of current Incident and Problem, Management enviornment in preparation for planned merger. Facilitated a cross-functional team to improve communications to internal (first-responder) support groups resulting in improved response times and first-call resoltuion results. Designed and implemented intitial Problem Management process that included the systematic identification and prioritization of Problems based on business need and potential client impact.

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  Fiserv

  Nov 2008 - Feb 2011

  Manager incident management

  In support of the Enterprise Risk and Resilience process, was responsible for successful application of the Fiserv Incident Management Process. Activities included initial receipt of an incident, triage, escalation, resolution, and post mortem analysis. Functioned as coordinator, facilitator, decision-maker, analyst, and communicator while ensuring that threats to Fiserv’s operational stability, financial interests, and reputation were managed effectively according to established process. Designed, developed, and delivered reporting and executive-level analysis of incident trends and impacts. Created and prepared reports and analysis supplied to external regulators regarding incidents. Show less

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  Suntrust bank

  Apr 2011 - Jul 2014

  Vp continuity and analysis

  Responsible for metric development and reporting for a diverse organization that included: Security Operations, Disaster Recovery, Business Continuity, Incident Response, and Records Management. Coordinated monthly, quarterly, and yearly metric reporting with divisional- and corporate-level groups. Conducted thorough content and quality review of all policy and procedure documents emanating from the organization to ensure: consistency, completeness, and to proactively identify and resolve potential audit concerns or gaps prior to publication. Show less

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  Ey

  Jul 2014 - Nov 2018

  Assistant director it business process engineer

  Working in a global-wide virtual environment, design and develop processes and/or workflows to improve IT organization’s capabilities and manage IT’s enterprise methodologies. Successfully developed both current and desired state process models, and then facilitated the development of initiatives to resolve identified gaps. Assigned to numerous key initiatives and subsequently requested/assigned to vital strategic improvement efforts.

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  Retired

  Nov 2018 - now

  Retired