Manager Management

INFORMATION TECHNOLOGY LEADER

Project Management, Production Support and Compliance

Accomplished senior manager recognized for ability to identify and resolve client needs, planning budgets, leading complete project life cycles, and functioning effectively as a liaison between technical and non-technical individuals. Excellent analysis, reporting, vendor management, compliance and communication skills.

PROFESSIONAL EXPERIENCE

CITIGROUP, INC. New York/New Jersey

VICE PRESIDENT PRODUCTION SUPPORT MANAGER 2008 – 2015

eSuite, Mobile, and CitiDirect BE Programs

Created and maintained 3 programs supporting 13 applications globally upon initial roll out for various applications that were responsible for providing 24x7 coverage. Produced Runbooks, and FAQ documents for supporting all environments from Unit Testing through Production. Ensured critical outages were less than 5%.

Developed and supervised application performance and pro-active monitoring processes.

Managed daily operation. Ensured all defects were logged in the application tracking system and reconciled with the regional help desk systems. Accountable for tracking all incidents and/or problems reported within the system; communicated with development regarding correction plans and timelines.

Active member of the initial L1/L2 support team while building the global team, which varied from 12 resources to 20.

Coordinated communication between global infrastructure teams (system Administrator, Database administrators, and Load Balancer), support teams, development teams, in addition to vendors, and clients.

Participated in contract negotiations for vendor team and led the vendor management for their ongoing support.

Developed and managed budgets for the supported applications in the Treasury and Trade Systems Divisions.

Lead Technologist on the SAS70/SOC-1, Monetary Authority of Singapore and OCC Audits. Accountable for ensuring all compliance aspects were completed for applications.

Designed compliance procedure manual and conducted training. Generated weekly executive and detailed reports deck for senior management highlighting status on compliance and incident tracking.

Coordinated and participated in the continuity of business tests.

Produced project plans and coordinated the release management for application releases and build outs including building out the new infrastructure to accommodate data center migration and application expansions

VICE PRESIDENT, PRODUCTION SUPPORT TEAM LEADER/MANAGER 2004 – 2011

Liquidity Applications

Supervised daily operation of 6 major cash/trade applications supporting client needs, including investment trading to sweep applications with a team of 30 production support L1/L2 engineers consisting of employee and consultants located globally.

Tracked and implemented compliance associated tasks related to these applications to ensure 100% accuracy.

Directed all major incidents and critical outages from start to completion including live investigation, sweep corrections, and post mortem reviews.

Conducted performance reviews, compensation analysis, and career development strategies for employees.

Member of the deployment team that executed the release plans of the patches and major releases.

Prepared project status reports and analysis for senior management regarding incidents and critical outages.

ASSISTANT VICE PRESIDENT, 1999 –2004

Developer, Jr. Developer, Quality Assurance Lead and Tester

Ensured defects were tracked in Lotus Notes and reconciled with the regional help desk systems and documentation was in place for OCC and internal audits.

Composed and executed test scripts for all application components including Y2K Testing.

Investigated, debugged, and coded corrections for open production issues discovered in the application.

Member of the Change Control Board for future releases.

ILX Systems 1995 – 1999

Quality Assurance Engineer and Tester

Accountable for identifying/investigating issues within the ILX Workstation and associated entitlement system.

Verified all issues in lower environments prior to production roll-out.

Communicated with development teams to ensure issues were understood and tracked to completion.

Worked in conjunction with market data groups to confirm data was accurate.

Entered issues in the bug tracking system and revised with comments as needed.

EDUCATION

Masters of Art in Computer Science, Hofstra University, Uniondale, New York

Bachelors of Science in Management, SUNY University of Buffalo, Amherst, New York

Emphasis in Finance and Management Information System

PROFESSIONAL DEVELOPMENT/AWARDS

Citi Women’s Council Graduate – class of 2007 ITIL Foundation v3 Certified

Outstanding Team Award – Mobile Roll-Out Ethics and Compliance

Outstanding Quality Performer Award Human Resources Management

TECHNICAL SKILLS

Application/Tools: MS Office, Project, Visio, Access, Lotus Notes, Service Now, Microsoft Team Foundation Server, Team Track, Agentless Monitoring Device, Sitescope; Tivoli, BMC Patrol, RTView, Panorama Nova View Analytics, Siteminder Single Sign-on, IBM Content Manager

Infrastructure Software: Sun Solaris 10, Windows Server 2005/2008, Oracle 11g, SQL Server 2005, SQL IIS 6.0, Websphere 7, IBM MQ, NDM, Tibco EMS, Clear Case, Visual Studio, TOAD

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