John P. Dunn

**** ******** **, ******** ** *****

M: 917-***-**** adg1er@r.postjobfree.com

SUMMARY

Seasoned Operations ITIL professional with significant hands-on experience.

A subject matter expert in the managing and coordination of production incidents.

Experience with managing enterprise crisis management incidents.

Developing incident management programs, exercises and training.

Directly responsible for incident management escalations, leadership updates and post incident reviews.

Directly responsible for problem management process and remediation

Significant experience with implementing formal change management programs and Change Approval Board meeting facilitation.

Experience with managing First Line of Defense (LOD1) operational risk throughout operations to include RCA’s, RCSA’s, Self-Identified Risk management and remediation.

Managed and interface efforts related to FFIEC, OCC and SOC reviews.

Proven leader in planning, development, program execution, maintenance and testing of Enterprise Business Continuity, Disaster Recovery, and Production execution

Significant experience in production service delivery and NOC operations management with both large and small staff.

SME in enterprise management of ITIL/ITSM framework, change, incident and problem management.

Strong internal and external relationship building skills, with the ability to achieve highly successful results and satisfaction.

Areas of Expertise

Risk Management Professional (cert)

Incident/Problem Management

Change, Release, Problem Management

Call Center Management

Business Continuity Planning (cert)

ITIL/ITSM/CSI Service Delivery (cert)

Staff /Management Development

Operational and Strategic Planning

Operational Risk Management (cert)

Strategy and Planning

Regulatory Vendor Program Manager (cert)

Disaster Recovery / BCP professional

CERTIFICATIONS

CRVM: Certified Regulatory Vendor Program Manager

CBCP: Certified Business Continuity Professional

ORM: Operational Risk Management Fundamentals

LGBC: Six Sigma Lean Green Belt Certified

ITIL: v3 Foundation

Certificate: Project Management, Villanova 2002

Professional Experience

WELLS FARGO (Contractor) 12/2019 – Present

Operations Risk Management

Lead SME’s though the process; manage work sessions to documents Root-cause, Corrective Actions, Monitor remediation and Sustainability efforts to self-identified issue closure.

Identification, documentation and escalation of production issues through risk stakeholders.

Focus is on Zelle Pay, Direct pay with side responsibilities for Third Party and Bill Pay.

Managing the issue via the Wells Fargo SHRP issue management system.

Managing various stakeholder’s remediation Corrective Actions.

Work through Self- Assurance processes.

Work with Center of Excellence, Audit, Customer Impact Teams, Compliance and Legal.

NATIONAL GENERAL INSURANCE 11/2018- 10/2019

Director of Operations

Management of 75 employees supporting, Change, Incident, Problem Management and the Network Operations Center.

Implemented Change Management policies, procedures and guidelines to stabilize and monitor risk.

Implemented formal BCP practices and held repeatable exercises

24X7 Production Incident Management / Coordinator, responsibility for NOC operations.

Built and implemented formal problem management root-cause analysis and business reporting practices.

Managed projects along with EPMO, also developed resource management procedures.

Enhanced and improved key performance indicators including service level, quality, productivity/efficiency, reliability, first call resolution and call handle times to meet SLA’s.

Implemented individual performance and development trackers for each employee.

Enhanced and maintained risk registers to identify and mitigate operational risk.

Built comprehensive monthly trending metric report to promote continual service improvements

EARLY WARNING SYSTEMS (EWS) 07/2017- 11/2018

Director, LOD1 Operations Risk Management

Process improvement, controls testing, and operational process mapping and production operations consulting, to include Payments Processing.

Responsible for enterprise Change, Incident and Problem Management.

24x7 Incident Management Coordinator role for production related incidents.

Created/managed processes and procedures for Change and Incident Management consistent with ITIL practices and led CAB meetings.

Performed LOD1 operational risk role throughout operations including RCA and RCSA assessments.

Performed control gap assessments and testing, creating Risk Control Matrixes.

Participated in the coordination and preparation of ORM reporting for the LOD1 Operational Risk Management.

Identified consent order remediation management of Self-Identified Risks for Operations and Technology.

Managed a team of Risk Managers and Technical Writers charged with enhancing, creating and identifying policies and procedures to support aspects of Service Delivery Operations.

Worked closely with ERM, Risk, ORM and Compliance teams to implement and maintain process control objectives.

Continual Process Improvement efforts including implementing ITIL foundation principles.

Managed BIA/BCP and DR Management for Operations and Technology.

Coordination with EPMO for initiatives, resource and business requirements.

Enhanced and improved key performance indicators including service level, quality, productivity/efficiency, reliability, first call resolution and call handle times to meet SLA’s.

Coordinated Internal Audits, SOC2 and FFEIC review

EMMSPHERE 03/2016- 07/2017

Director of Operations

Performed RSA and RCSA’s with corporate office to address 3rd party reviews.

Managed production of services, human resource needs, and facility management.

Implemented formal process and planning around BCP, DR, Incident and Risk management.

Performed regular BCP exercises

Implemented continual service improvement practices around service request.

Responsible for enterprise Change, Incident and Problem Management (including RCA coordination)

24x7 Incident Management Coordinator role for production

Creating/managing processes and procedures for Change and Incident Management consistent with ITIL practices and led CAB meetings

Responsible for planning, development, program execution, maintenance and testing of Enterprise Business Continuity, Disaster Recovery, and Crisis/Incident Management programs

Introduced business process improvements for day to day service delivery, request tracking, key metrics, staff recruitment, training and data analytics.

THE CLEARING HOUSE (TCH) 2001-2016

TCH Director, Data Center Operations and Client Servicing 2011-2016

Implemented an enterprise Incident/Crisis Management Framework, introducing formal impact assessment, quick response action teams and priority/severity criteria.

Creating/managing processes and procedures for Change and Incident Management consistent with ITIL practices and led CAB meetings

24x7 Incident Management Coordinator role for production related outages/incidents

Implemented disaster recovery programs inclusive of 12 month testing calendar, DR execution and reporting.

24x7 production operations of ACH, Wire and Image production payment systems.

Responsible for planning, development, program execution, maintenance and testing of Enterprise Business Continuity, Disaster Recovery, and Crisis/Incident Management programs

Responsible for LOD1 Operational Risk Management, Change, Release, Problem and Configurations Management as wells as Call Center Help Desk, and Client Support Services.

Performed LOD1 Risk Management responsibilities, risk controls, risk registers and mitigation within FFIEC guidelines from its inception to maturity

Responsible for enterprise Change, Incident and Problem Management (including RCA coordination)

Managed Hurricanes Sandy Crisis related to production operation for ACH, Wires for 22 owner banks.

Interfaced with all levels of management including Board of Directors as well as FFIEC, FDIC and OCC.

TCH Director, EPMO and Vendor Management 2007-2011

TCH Project Manager 2001-2007

NATIONAR

2nd VP Operations

EUROPEAN AMERICAN BANK

Assistant Operations Officer

Professional - Community Affiliations:

TCH BCP Committee Member (amongst 20 largest banks) 10 years

SIFMA BCP Tactical Committee (industry level)

(CPAC) Contingency Planning Association of the Carolinas

NY East Islip Fire Department 27 years: 120 members, 1200 calls annually (fire/rescue)

-Chief of Department 1995 -2001

-Command & Control Management of Emergency Incidents

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