Manager Support

Robert Tucker II

* **** ***** ****, **********, Delaware 19810

Mobile: 614-***-****

Email: ****.******@*****.***

Information Technology Executive

PROFESSIONAL PROFILE

#Collaborative 15+ year achiever who is committed to aligning technology and business strategy to generate cost-effective solutions while providing support for critical online applications.

#Expertise in defining high-level system design while instituting policy standards for high volume compute platforms.

#Led integration efforts for multiple company mergers by developing system, data and customer migration strategies.

#Recognized team leader and mentor who effectively manages staff in multiple remote locations.

COMPETENCIES

-Technology Leadership

-Operational Efficiencies

-Performance Improvement

-Application Engineering

-IT Infrastructure & Governance

-Strategic Vision

-Cloud Technologies

-Transformational Leadership

PROFESSIONAL EXPERIENCE

JPMorgan Chase, Columbus, OH 2001-2015

A New York-based global financial services firm with assets of $2.3 trillion and operations in 60+ countries.

Executive Director and iCTO - Digital Technology & Operations *2013-2015*

Head of the Digital Technology and Operations team responsible for support of the firm's online banking portal with a user base of 38MM customers and 400MM monthly logins. Directed 400+ technology professionals that provided system architecture, application engineering, mobile development, project management, QA testing and production support for a technology portfolio consisting of 100+ online applications. Also accountable for production assurance activities that include incident management, change management and social media monitoring provided by 24x7 US and India-based operations centers.

Reported to Enterprise CTO and CIO. Budget $50MM

-Partnered with product owners to align strategic technology objectives and programs to company priorities by fostering innovation, recommending technical solutions and devising new strategies for supported digital platforms.

-Reduced operating budget 10-15% since 2012 by consolidating database instances, improving SAN storage & retention policies and migrating non-critical application servers to virtual platforms.

-Managed the design of a new cloud-based infrastructure that increased site availability to 99.5% and improved site performance through prioritized transaction routing and caching techniques.

-Managed a comprehensive 6-month performance test with industry leading content delivery network (CDN) providers to assess the performance impact of vendor provided acceleration and dynamic routing services.

-Implemented an Application Performance Monitoring (APM) solution that presents consolidated views into site, application and server-level performance while validating the customer experience against business and risk-related performance indicators.

-Improved the execution of standardized project scoping, design and delivery related activities by adopting Agile Scrum framework.

Executive Director – Digital Technology & Operations *2007-2013*

Directed 250+ geographically diverse IT professionals responsible for operational and administrative support of the firm's online banking portal and native mobile applications. Functional responsibilities included infrastructure support, application engineering, content delivery and production assurance for the Retail and Card business units.

Reported to Digital CTO. Budget $21MM

-Implemented an ITIL-based Service Operations support model that centralized production run books; improved service level compliance and reduced Mean Time to Repair (MTTR) for Severity 1 issues by 70%.

-Managed the transition of 500+ applications servers and 100MM customer transactions from dedicated servers to virtualized IBM P-series hardware in support of the Washington Mutual/Chase bank merger.

-Delivered a monitoring dashboard depicting real-time site performance and system vulnerability alerts for site impacting events while also capturing the completion of daily critical system backups ensuring adherence to the firm's data retention standards.

-Led a quick response team comprised of vendors, service providers and staff to manage business continuity concerns related to large-scale cyber attacks targeting the US banking industry.

-Managed war room support for large online and mobile product launches.

Technology Senior Manager – Centralized Technology & Operations *2001-2007*

Managed 150+ geographically diverse IT professionals responsible for operational and development support for the firm’s item processing, remote image capture and document storage solutions.

-Selected by CIO to create a Center of Excellence (COE) for Quality Assurance Testing and Test Automation to address concerns related to inadequate test coverage, resource constraints and post-release defect density.

-Reduced operating expense by 10% annually through organizational changes that moved development and select support activities to offshore vendors.

-Implemented a remote check image capture solution to 4K+ local and remote bank branches.

-Selected by CTO as the Check 21 System Readiness and Compliance liaison for Centralized Technology and Operations.

-Selected by CIO to manage the delivery of target check image processing platforms - Chase/Bank One merger.

MCI WorldCom, Dublin, OH 1999-2001

A Virginia-based global telecommunications firm that provided Managed Web Hosting and ISP backbone services for Fortune 500 companies.

Senior Operations Manager – UUNET Web Hosting

Managed 80+ IT professionals responsible for engineering and operational support of high-volume web hosting solutions for UUNET customers.

-Provided 24x7 operational support for dedicated and collocated customer networks.

-Developed a customized event management console that centralized the reporting of application alerts, infrastructure failures and transaction latency across supported customer networks.

-Implemented a Remedy trouble ticketing solution to 1k end users and improved service level compliance for reported issues by 75%.

CheckFree Corporation, Dublin, Ohio 1998-1999

A Georgia-based financial services firm providing electronic funds transfer, online bill payment, electronic bill presentment solutions directly to online consumers and leading US financial institutions.

Senior Implementation Manager – Electronic Commerce Division

Managed the timely implementation of electronic bill presentment and bill payment solutions.

-Collaborated with the firm’s Sales and Marketing teams to present electronic debit/credit solutions to prospective clients during onsite visits.

-Prepared project-related documentation such as product implementation guides, technical project plans and weekly status reports.

Sterling Commerce, Dublin, Ohio 1992-1998

An Ohio-based EDI network provider offering order management, business-to-business and managed file transfer products for leading US and Canadian-based manufacturing, pharmaceutical and transportation companies.

Internet Solutions Manager – Commerce Business Division

Managed 6 engineers responsible for the technical design and implementation of branded EDI solutions for new client engagements.

-Developed a customized communications module for PC-based trading partners that provided secure VPN connectivity to the firm’s value-added network.

-Provided exclusive onsite consulting to General Motors for quarterly trading partner updates, product installations and system maintenance.

-Conducted quarterly project quality assessments.

EDUCATION & DEVELOPMENT

Bachelor of Science, Finance – Norfolk State University, Norfolk, VA – 1991

Pathways to Leadership Training I & II, Verus Global Solutions - 2014

Agile Scrum and Agile Project Management Training, New Horizons – 2013

ITIL Service Management Methodologies, New Horizons – 2012

CCNA Certification Training, Learning Tree – 1999

Selected for Who’s Who in Corporate Leadership, JPMorgan Chase - 2006, 2007, 2008

Contact this candidate