Maurita Bivins – LSSGB, CSM

Chicago, Illinois ***06

708-***-****

acq22i@r.postjobfree.com www.linkedin.com/in/mauritabivins

Executive summary

Aligning IT Solutions with Business Needs that Brings Balance and Direction to Achieve Desired Goals

High-performing, results-oriented Information Technology professional with experience developing and implementing successful corporate initiatives in a Fortune 500 company.

Background in production support, application development, project management, quality assurance testing, release management, change management, implementation management, help-desk, call center, HR, and customer service.

Known for simplifying complex issues through creative methods and building consensus to achieve goals that benefit company employees and clients. Proven track for leading, motivating, building and managing teams globally. Energetic self-starter with excellent analytical, organizational, and creative skills. A talent for analyzing problems, developing and simplifying procedures, and finding innovative.

Exceptional ability to clearly articulate both verbally and in writing. Solid understanding of ITIL, waterfall and agile methodologies. Well-versed in Software Development Life Cycle (SDLC), Software Configuration Manager, Enterprise Command Center, and developing best-practices. Lean Six Sigma Green Belt Certified and Certified ScrumMaster.

Additional areas of expertise include:

Quality Assurance Testing

Project Management

Vendor Management

Release Management

Change Management

Data Center Consolidation

Mergers / Acquisitions

Risk and Compliance

Retail/ Commercial Customer Service

Sales/Banking

Strategic / Tactical Planning

Production Support / Disaster Recovery

Building teams/Team Training

Implementation Management

Call Center/Help Desk

Selected Accomplishments

Leadership

oSpearheaded the company’s first Online Banking and Online Bill Payment Customer Service Call Center.

oManaged “TOP” initiatives to bring about efficiencies, maintain economic disciplines and boost employee morale.

oRecognized by colleagues and peers as an asset in connection with developing and implementing processes to help maximize profit and minimize legal risks.

Building teams

oMentored mid-level managers to accomplish career advancement goals, short and long term succession planning.

oBuilt / led US and international technical teams focused on improving client experiences by automating manual processes.

Quality driven

oLed annual Disaster Recovery exercises with a 100% system recovery rate across multiple platforms.

oAwarded several “Customer Service” awards for outstanding customer service across retail and commercial banking call centers.

oReceived various “Excellence Quality Assurance” awards for improving test processes and engineering best practices to boost products and services.

TECHNICAL EXPERTISE

Languages:

Visual Basic, JAVA, HTML, XML,C++

Platforms:

Microsoft Windows Servers, ESX, Oracle, Sybase, SQL, CISCO

Methodologies:

Microsoft Project, Summit D, Project Delivery Framework, ITIL/Waterfall

Software:

Microsoft Office Suites, Word, MS Project, Visio, PowerPoint, Excel, Outlook, LotusNotes, Orbeon, Adobe, Tivoli, SharePoint

Testing Tools:

AML (HP Quality Center-QTP-Load Runner), JIRA, Rational

Performance Monitoring:

Wily Introscope, QTP, Load Runner, Geneos, Peregrine, Alarmpoint, Tripwire

Professional Experience

JPMorgan Chase – Corporate Investment Banking, Chicago, IL

Application Support Manager/Release Management/Change Management 2011 - 2014

Oversaw day-to-day operational matters, related to IT, network, operations, and project management across multiply platforms to ensure 24/7 systems availability.

Identified / remediated global incidents in a timely fashion to ensure application uptime and availability resolutions to prevent recurrence.

Hands-on experience monitoring and supporting servers, switches, routers and firewalls.

Partnered with Security, Network, Server and Application architectures to review, redevelop and/or recommend modifications to improve Disaster Recovery availability and reliability.

Developed and deployed Operational Level Agreement within the organization and Service Level Agreement with senior management and 3rd party vendors to ensure availability and optimal customer service.

Documented all actions taken during implementations and to ensure all parties are informed on progress.

Implemented processes identify reusable/repeatable solution components and drive those back into the product and/or implementation process.

Managed day-to-day activities with the customer across the different phases of the implementation process, including system design, configuration, training and go-live.

Conducted daily incident management, problem management, and RCA’s meetings throughout SDLC.

Managed resource forecasting and utilization to ensure projects are assigned and allocated properly.

Managed data center planned power downs, disaster recovery, asset management guidelines and other significant events of high risk.

Developed proper monitoring and alerting processes for applications and systems.

Provided tier I, II and III production support and troubleshooting for technology products and applications.

Conducted quality control code reviews and audits to determine system improvements.

JPMorgan Chase –Treasury services Department, Chicago, IL

Software Quality Assurance Manager 2005 – 2011

Oversaw Quality assurance testing that was a vital part of improving software quality programs, technology, products/services.

Expertise in gathering and analyzing requirements, designing / developing Test plans, Test cases and Generating Test Scripts defined by the requirements.

Experienced in manual testing and Automated testing using QTP, HP Quality Center, Microsoft Product Studio.

Performed System Integration testing, data validation for websites, navigation testing, Unit testing, GUI testing, regression testing, functional, positive testing, and negative testing.

Conducted regular risk assessments and quality assurance reviews to evaluate compliance with requirements and to identify potential gaps in policies, procedures and business processes.

Conducted Scrum ceremonies, including but not limited to, Sprint Planning, Backlog, Story Telling, Daily Standups, Sprint Review (Demo), Sprint Retrospective, etc.

Managed all levels (executives to end-user) to build and implement a uniquely tailored software solution and provide tier I and II production support.

Managed projects, using established methodologies (Agile/Scrum, Waterfall), and executes the phases of the project lifecycle appropriate to the project and methodology.

Met quality assurance financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

Professional Expertise continued…

JPMorgan Chase – Infrastructure and Operations, Chicago, IL

Information Technology Project Manager 2002 – 2005

Led various Application Development teams and Business Analyst focused on systems, design, development and implementation of IT solutions to a common platform.

Managed all aspects of SDLC, budgeting, staffing, training, testing, business and technical problem solving.

Led senior management business-level discussion and decisions involving business vision and strategy, enterprise-level decisions, standardization of best practices, and project governance oversight.

Managed small to large complex projects including conversions, merger/acquisitions data center consolidations, hardware and software upgrades.

Led day-to-day activities through different phases of the implementation process, including system design, configuration, and go-live.

Delivered solutions for IT within cost, schedule, and budget constraints, while meeting or exceeding departmental expectations.

Oversaw a team of technicians, analysts and specialists while providing high-level support to customer inquiries that had been elevated by other personnel.

Managed schedules and workloads of staff members, provide training and support, implement process improvements and make hiring decisions, when necessary.

Analyzed and troubleshoot software and hardware issues via ticketing systems.

JPMorgan Chase – consumer internet Analyst, Chicago, IL

Business Systems Analyst Manager 1998 – 2002

Managed business and technical analysts, quality assurance analyst, and testing personnel.

Devised and modified procedures to resolve complex problems considering computer equipment, capacity and limitations, operation time, and form of desired results.

Analyzed business /end user needs and translated into proper system requirement specifications.

Performed periodic system testing and analysis, which includes inputting and monitoring tickets for bug fixes and system enhancements.

Developed requirements, outlines, budgets, and schedulers for information technology projects.

Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

Oversaw implementations of new systems including data migrations and conversions.

Conducted requirements analysis and prepared specific proposals for modified and retired systems.

Wrote technical procedures and documentation for the applications including operations, user guide, etc.

EDUCATION AND CERTIFICATIONS

Keller Graduate School of Management, Tinley Park, IL. – (in progress)

Master of Business Administration (MBA), Project Management

Governors State University, University Park, IL.

Bachelor of Arts (BA), Management Information Systems

Chicago Deming Association (CDA) and MicroTrain Technologies, Lombard, IL.

Lean Six Sigma Green Belt Certified (LSSGB)

Scrum Alliance, Westminster, CO.

Certified ScrumMaster (CSM)

MicroTrain Technologies - CCNA, ITIL Foundation, and PMP certifications (in progress) - Lombard, IL.

CURRENT AND PRIOR PROFESSIONAL AFFILIATIONS

National Association of Professional Women (NAPW) * Quality Assurance Association - Chicago Chapter (QA)

* Professional Networking Association (PNA)* Project Management Initiate – Chicagoland Chapter*(PMI)

MicroTrain Technologies Toastmasters – Chicagoland Chapter

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