Customer Service Manager

Charles W. Davis, Jr.

Contact

Tel : 425-***-****

e-mail : **********@*******.***

Business Continuity ? IT Disaster Recovery Manager

Career Profile

Certified Business Continuity Planner (CBCP) with years of dedicated Business

Continuity/Disaster Recovery experience. Expert at conducting BIA's, risk

assessments, and building strategies for continuous operation. Years of experience

with conducting tests and exercises for both business units and data centers.

Extensive experience in multi-vendor, multi-platform data centers. Successfully

supported two unplanned business disruptions that averted any loss in sales and

minimized the financial impact. Collaborated with other subject matter experts to

design a Toolkit to assist small-to-medium size businesses implement a business

continuity program.

Key Skills

IT Disaster/Business Unit Testing/Exercising

Business Continuity Management

LDRPS, SharePoint, and Microsoft Office

Strategy Creation

Risk and Impact Assessments

Over 5

Project Management

Emergency Preparedness/ Incident Response

Vendor Management Assessments

Continuous Improvement

Community Resiliency Planning

Professional Experience

Business Continuity/Disaster Recovery Consultant II

Washington Mutual Bank, (JP Morgan Chase) Seattle, WA

2007 to 2009

Executed the five-phased Office of Continuity Assurance (OCA) methodology to

indentify risks, build recovery strategies, build plans, and conduct structured

walk-thrus and exercises for critical business units and IT. Areas of expertise

include Mortgage, Commercial Loans, Retail Banking and Corporate Support.

Successfully developed business continuation plans for the critical business

processes using the OCA 5-phase process consisting of a BIA, Risk

Assessment/Solutions, Plan Development, Structured Walk-thru and ending with

Alternate Site Testing.

Consistently applied my extensive experience to evaluate and refine the OCA Business

Continuity Program using a maturity model designed for business continuity programs.

Directed the OCA Governance process by controlling the review and maintenance of the

program policies, standards and guidelines.

Administered the department SharePoint repository.

Successfully developed IT recovery plans for the critical business applications

consisting of a Risk Assessment/Solutions, Plan Development, Structured Walk-thru and

ending with offsite DR test.

Business Continuity/Disaster Recovery Consulting Engagements

Washington Mutual Bank, (JP Morgan Chase) Seattle, WA

2007

Executed the five-phased Office of Continuity Assurance (OCA) methodology to

indentify risks, build recovery strategies, build plans, and conduct structured

walk-thrus and exercises for critical business units. Area of concentration was

Capital Markets.

Developed business continuation plans for the critical business processes using the

OCA 5-phase process consisting of a BIA, Risk Assessment/Solutions, Plan Development,

Structured Walk-thru and ending with Alternate Site Testing.

T-Mobile, Bellevue, WA

Managed project for developing and testing business continuity and emergency response

plans for critical Call Centers based upon the ten disciplines of the DRII

Methodology.

Recommended a reciprocal agreement process for T-Mobile Call Centers.

Developed business continuity plans for the critical processes at the Call Centers

that comply with government regulations and customer service level expectations.

Conducted training workshops and tabletop exercises to explain the roles and

responsibilities for the Call Center Leadership Team during and unplanned business

disruption.

Business Continuity Manager

Premera Blue Cross 2002 to 2006

Mountlake Terrace, WA

Managed the Business Continuity team responsible for the enterprise-wide

program that was based upon the ten disciplines of the DRII Methodology.

Conducted assessments to identify and quantify business impacts.

Implemented an IT strategy for continuous operation with a 12 hour or less

recovery time objective for the critical applications.

Developed and tested business continuity plans for all processes that

complied with customer service level expectations.

Implemented a tiered recovery structure for business processes and

applications.

Expanded System Development Life Cycle (SDLC) and Enterprise Project

Management (EPM) methodologies to insure all new and/or existing business

applications and projects included requirements for business continuity/ IT

recovery.

Implemented Crisis Management Plan and Community Resiliency Program.

Initiated internal Incident Response Program that reduced dependency on first

responders.

Implemented a tiered vendor assessment process that dictated the language and

schedules incorporated in all critical vendor contracts.

Disaster Recovery Program Manager

THOMSON multimedia 1997 to 2001

Indianapolis, IN

Managed the business continuity and disaster recovery process for the Thomson

multimedia domestic operations.

Successfully conducted assessments to identify and quantify business impacts.

Implemented an IT strategy for continuous operation with a 12 hour or less

recovery time objective for the critical applications.

Implemented a design for continuity process to maintain a current level of IT

recovery as new and/or existing business applications are implemented and

modified.

Managed the IT Disaster Recovery testing program.

Conducted training workshops and tabletop exercises to explain the roles and

responsibilities during an unplanned business disruption for the Management

Team at manufacturing facilities.

Other Professional Experience: Held various jobs ranging from Assistant Manager

of Computer Operations, Application Programmer, Data Security Administrator,

Data Center Manager, EDP Auditor, and Senior Project Leader. Years of data

center experience in mainframe, midrange and server platforms environments.

Experience includes IBM mainframes, A/S 400, and several UNIX and SUN server

environments. Operating system and database experience includes OS/1100, MVS,

DMS, SUN OS, UNIX, OS400, IMS, AIX, Oracle, VMWare and NT. Experience in

internal and internet protocols, such as, TCP/IP, DNS, VPN, HTTP, and SMTP.

Experience in LAN, WAN and VOIP network and communication protocols.

Education

Pursued Bachelor of Science

Indiana University-Purdue University Indianapolis (IUPUI)

Areas of concentration; Political Science, Environmental Management, Business

Administration

Professional Associations

Contingency Planners and Recovery Managers (CPARM)

Association of Contingency Planners (ACP)

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