Sign in

IT Manager

Arlington Heights, IL
April 17, 2020

Contact this candidate


Sally Caswell


Versatile and Results Focused IT Professional. Comprehensive Leadership Experience in complex Project Management, Release Management, Process Improvement, Service Delivery Management and Strategic Planning. Extensive experience as liaison between Business and IT assisting in Roadmap Planning, Business Analysis, Project Planning, Communication and building relationships between lines of Business and IT. Successfully brought IT into the business planning process and developed dashboards and KPI’s to quantify results.

Designed solutions that far exceeded the business expectation as well as delivered solutions early and under budget while maintaining high morale utilizing creative methods. Requested by name by several executives to be their IT liaison and Project Manager.


Financial, Banking, Credit Card, Telecom, Insurance, Educational and Airline processing.

Guide Business Executives in Roadmap Management, Product Change planning and status reporting.

Proficient in Release Management, Project Management, Business Analysis, Quality Assurance, Testing, Production Validation, Process Improvement, Software Design, Dashboards, Metrics, Service Management and Conversions.

P&L Responsibility.

Microsoft Office (Word, Excel, Visio, PowerPoint), MS Project, numerous Change and Project methodologies, Project Tools (Sharepoint, JIRA, ITSM, Documentum, CA-Doc View, Domino, Infoman, Remedy, Rational Project and Test Suite, ClearQuest, ClearCase, Quality Center,, ServicePro, PlanView and others).

Methodologies such as ITIL, Agile, SDLC, PMBOK and Waterfall.

Team Building, Compliance, Resource Planning, and Process Improvement.

In-depth exposure to several software platforms and systems.

MB Financial Bank, Rosemont IL

Vice President - IT Account Manager 2017-2019

Engaged Lines of Business in Roadmap Planning. Championed Business Projects within IT. Assisted and guided writing charters and championed the initiative through all approval processes gaining sponsorship. Negotiated with other Line of Business executives when necessary to resolve conflicting resource requirements.

Implemented Process Changes producing cost savings that increased Change Capacity, Software Quality, Service Up-time, Compliance and Audit Scores. Worked with Business Partners and Vendors to develop Change Roadmaps and set work priorities.

Decreased time-to-market for new features by bringing the Bank’s Mobile Application in-house utilizing Agile/Scrum methodology.

Vice President – IT Application Manager Retail Channels 2013-2017

Developed staff and supported Retail applications. Lead teams on Acquisitions and Software Upgrades. Lead and implemented Process Improvement initiatives.

Lead a $3.5 million initiative replacing CRM System for Teller, Sales and Service Platform for 90 Retail Branches and Telephone Banking Call Center producing cost savings and increased efficiencies through use of e-sign technology, ID scanning, increased OCR accuracy and Automated Document Archiving. Instituted new deployment and support processes saving months of training time allowing faster delivery of changes.

Implemented SOP process to assist help-desk in providing superior service for software, as well implementing monitoring process to quantify the results.

Managed Conversion efforts for Branch and Call Center divisions for several acquisitions.

Lead initiative that built a secondary Lockbox operations site allowing simultaneous processing and back-up capabilities.

American Family Insurance, Madison, WI 2012-2013

Vice President – Software Release Management Manager

Developed and staffed a newly defined Release Management division.

Defined an Enterprise Release Management Strategy encompassing software and platform replacements for a new initiative that replaced the core systems.

Owned the Pre-Production Environments and Production Implementations.

Kforce (BMO Harris Bank), Chicago, IL 2012

Release Management Consultant

Coordinated and Managed Conversion Data schedule for the BMO Harris/M&I Bank Merger.

Mapped, tracked and developed security for all data sources utilized in the merger of BMO Harris/M&I Banks.

Randstad Technologies (United Continental Holdings) Des Plaines, IL 2010-2012

Release Management Specialist

Coordinated with Division Heads to Plan Changes and Report Incident Status.

Developed Release Schedule Process while decreasing defect rate.

DeVry Inc, Wood Dale, IL 2009-2010

Release Management Consultant

Developed Release and Change Management Departments, as well as new processes for an 80M initiative Working with Line of Business executives, brought diverse teams together eliminating silos that created a unified practice allowing quality implementations on a fast and reliable schedule.

Developed repeatable processes and procedures increasing quality governing new functionality and systems.

Identified and Trained DeVry staff in Release Management and Change Management processed.

Computer Resource Solutions (Discover Financial), Riverwoods, IL 2009

Certification Consultant

Lead effort to Develop EMV Chip Application for Discover for Diner’s Club International Portfolio.

Decreased time-to-market in developing a new EMV chip application by utilizing approved EMV vendors.

Chipped the newly acquired Diner’s Club International portfolio within required legal timeframe using the new EMV chip application.

U.S. Cellular, Bensenville, IL 2007-2009

Release Analyst

Developed Change and Release Roadmap and processes targeted to increase quality of releases. Increased quality of changes by decreasing Production Incidents by 90% within 6 months.

Citigroup, Elk Grove Village, IL 2002-2007

Vice President - Oversight Project Management/Release Management

Developed Change and Release Process and Procedures.

Introduced metrics to demonstrate increased quality delivered in release planning.


Master of Business Administration - Finance, Roosevelt University, Chicago, IL

Bachelor of Science - Business Management, Roosevelt University, Chicago, IL

ITIL Foundation v3, CSM: Certified Scrum Master, CSSBG: Six Sigma Green Belt

Trained in Business Analysis, Software Quality Assurance, DevOps, Digital Transformation, PowerBI Essentials, ServiceNow Basic Administration, Lean Six Sigma Foundations.


National Association Female Executives, Delta Mu Delta, Franklin Honor Society

Contact this candidate