Customer Service Vice President

SUMMARY

Technology executive with strong leadership presence building high performance, cross

functional teams to strategically address IT infrastructure – keeping organization ahead of competition in customer service and satisfaction while cutting costs through automation and integration of systems. Brings 18 years of internal and external consulting experience, presenting solutions to senior leadership and non-technical users alike. EDUCATION & LICENSURE

Master of Science in Computer Science

University of North Carolina at Charlotte

Bachelor of Science in Electrical Engineering Technology DeVry Institute of Technology

CAREER HIGHLIGHTS

8 years of consulting experience at Philips Medical Systems, a global leader in the healthcare industry

Repeatedly promoted at Bank of America, Wells Fargo, Phillips Medical Systems

Effectively managed project team of 14+ (8 Developers, 6 Site Reliability Engineers w/ an additional 5 Operations offshore)

CAREER NARRATIVE

Wells Fargo, Charlotte NC Feb 2015 – Present

VP, Infrastructure Engineering Services

Automation Engineering Lead > Promotion

Technology Infrastructure Services are responsible for engineering and design of server infrastructure tools and delivering automation solutions. These tools support operating system, middleware, database, and network provisioning, patching, script automation, server compliance, monitoring, package creation and deployment to minimize Risk and optimize Security. The group provides an automation framework for orchestrating resiliency, business continuity and maintenance events.

Leads on point for assessment, implementation, and delivery for Enterprise Automation Framework utilizing vendor application, Red Hat Ansible Tower, Ansible Automation Platform, HashiCorp Terraform Enterprise, HashiCorp Vault, Crunchy Data High Availability PostgreSQL

Matches the organization's IT resources to its short- and long-term goals, as well as participates in the executive committee to connect technology goals to other organizational and departmental goals

Orchestrates the activation of tech strategy, priorities, op model best practices

(including DevOps CI/CD pipeline with integration to GitHub)

Champions automation of cloud and on prem infrastructure

Leads the assessment and implementation of site reliability engineering for Terraform Enterprise and Ansible Tower

Leads Ansible agile team’s development efforts towards successful product delivery and support using python, ansible modules

Leads design, development, testing and implementation of technical solutions based on business requirements and strategic direction using Ansible Automation

Manages releases, PKI certificates, governance standards, and vulnerabilities

Collaborates with cyber architecture, technology, and key partners to introduce new technologies (including crypto engineering) into the enterprise to ensure compliance and adherence with bank standards and policies

Provide bi-weekly update to Stakeholders and provides demos of current Sprint deliverables; consults for IT infrastructure with Senior Leadership

Consults for automation across matrix organization working with Security, Internal Customers from design to production implementation Janet Norton–Vice President, 803-***-****, *********@*****.*** Page 1 AREAS OF EXPERTISE

Consulting

Emerging Technologies

Sr Executive Communication

Leading & Managing

Project Management

Influence & Negotiation

Presentations

Leading Development

Teams

High Growth Startups

MEAN Stack

ETL

Information Security

Critical Thinking

Problem Solving

Thought Leadership

Workflow Planning

Scheduling

Budgeting

Analyzing Variances

Disaster Recovery

Business Continuity

High Availability Systems

Windows, Unix

Microsoft Exchange

Oracle, PostgreSQL

Corporate Networks

Telecommunication

Industry

VoIP Protocols

PSTN Infrastructure

ITIL, HIPAA

Solution Architecting

Automation Leadership

Infrastructure As Code

Cyber Security

Janet Norton–Vice President, 803-***-****, *********@*****.***

Worked with HPSA, HPOO, and HPDMA (unified API’s supported with SOAP, JAVA, PYTHON inside of OGFS)

Collaborates with internal and external partners including engineering, architecture, development, support, security, and technology line of business

Engineer on point for key assessment for professional services and new production offerings

Key Achievements

Represented organization at Financial Roundtable and industry Summit and Conference. Presented Automation Framework to other technology and business leaders and helped drive direction across automation industry.

Led partnership with Risk and Security teams to complete Ansible Tower Assessment, Full Certification, ongoing integration initiatives using agile methodology.

Produced efficiency by using TFE infrastructure development and deployment previously took a week now complete in 30 minutes

Leads team of 14+ (8 Developers and 6 Site Reliability Engineers with 5 being offshore)

Spearheaded culture initiative with weekly “Ask me anything” meetings that started with 10 in attendance but now draws 72 and has increased morale and teamwork.

Manages budgets of $3 million to $5 million

Spearheaded sunrising Enterprise Applications Red Hat Ansible Tower and HashiCorp Terraform Enterprise to enhance automation engineering processes.

Reduced control cost by 30-40% using Terraform modules and sentinel policies to enforce operational best practices.

Improved operational efficiency, cutting delivery lead times by 50% with onboarding organizations to Ansible Tower.

Bank of America, Charlotte NC Aug 2012 – Feb 2015

VP, Application Systems Engineer, Remote Deposit Technology, Small Business

(RDO) & Commercial RDSO

Recruited to manage RDSO (100k+ users) and RDO (21k+ users), external facing web application providing check processing services to bring the bank to the customer.

Created firewall rules, complex object, and service groups for firewall policy servers

Led execution of SOW with vendor NCR, provided accountability for delivery of quality code

Submitted load balance configuration for VIPs, implemented BIG-IP health check, and validation processes

Worked with team to configure Sitescope, Splunk, Introscope and other monitoring tools

Scheduled patches to maintain security and compliance requirements

Led upgrade of software for vendor java web application including integration of code

Influential in performance analysis and tuning application along with release management

Led development team on projects including software and infrastructure projects

Collaborated with performance, functional and user acceptance test teams to develop and support test plans

Drove cross functional team including technology, business, internal and external vendors

Key Achievements

Drove infrastructure upgrade replacing 162 servers with 67 (web, db, app and network tiers)

Key player in disaster recovery exercises working closely with production support team

RECOMMENDATIONS

It was a privilege to

manage Janet at Yap. In a

fast-paced startup where

"Just Make It Go" is often

all you get for marching

orders, she came through

time after time, balancing

and refining technical

requirements while also

being sensitive to

constantly changing

business requirements. Her

refreshingly frequent use

of the phrase "Done" was

very much appreciated.

James Terrell

VP of Engineering

Yap, Acquired by Amazon

Janet proved herself as an

agile Linux, Java, SQL, PHP,

and SIP guru. Janet learns

quickly, teaches well, and

is always a professional

team player. If you ask

Janet to specify and

develop a new service,

she'll make it happen. If

you need changes to an

Asterisk Voicemail server

by 4am Sunday morning,

she'll get it done. If you

need a 'start-up' seasoned

professional that you can

depend on, then contact

Janet.

Scott Paden

Director of Developer

Relations

Yap, Acquired by Amazon

Janet Norton–Vice President, 803-***-****, *********@*****.***

Spearheaded development teams both onshore and offshore to increase efficiency

TekSystem – On Site at Bank of America, Charlotte NC Oct 2011 – Aug 2012 Consultant: Technology Deliveries Manager, Remote Deposit Technology, Small Business and Commercial

Key Achievement

Created Nexus, Governance Approval Process and Maximo Requests to facilitate a variety of technical requests including data capacity reviews, production server upgrades for virtual compute hosted platform (CHP)

Supported Fortify Source Code Scanning Tool

Yap Incorporated, Charlotte NC Nov 2009 – Oct 2011 Consultant: Contractor, Senior Software Engineer, Engineering and Operations

Designed internet and intranet applications using PHP and perl encryption tools

Developed Load Testing tools to measure performance of Asterisk

(VoIP) servers

Evaluated Telcom Solution Providers. Selected, installed and confirmed T1 PRI and Sip Trunk voice solution

Modified and created dashboard reports for internal and external customers

Modified and created java applications to test and validate software updates proprietary products

Created Amazon Machine Images (AMIs), implemented and tested research and engineering releases

Installed and configured various applications on Linux servers including Fogbugz, Wiki, SVN, Jailkit SFTP

Utilized Linux cluster scaling and cloud using Amazon’s EC2, S3

Applied quarterly security patches to Linux servers

Build servers for relocation to a new data center, documented processes and procedures in team wiki

Key Achievement

Designed, installed and configured dial plan for voicemail servers using Linux Asterisk PBX platform (IVR) which was integrated with existing speech recognition technology using REST API

Philips Medical Systems, Charlotte NC 1985 – 2009

Senior Software Engineer

Worked for International Medical Imaging Diagnostic Company providing support for Parts Repair Facility with the focus on CT, MRI. Key Achievement

Led a technology team to design and development of parallel graphics processor for image transformation. Launch product at COMDEX providing marketing, benchmark tests, and demos at Exhibit.

Promoted 5 times

COMMUNITY INVOLVEMENT

** Member of SC Catawba Area Coalition for The Homeless (2022)

**CEO/Owner 501-3C NonProfit Business - Blessings Before the Gate (2022)

**AFFA Group Fitness/Cycle Instructor, Red Cross CPR/First Aid Certified since 1987

**NAMI (National Alliance Mental Illness) Family to Family certification (2012-Present)

**Volunteer St Philip Neri Church Youth Group Leader (2010-2022)

** SAS School Board President (2007-2011) Led Technology Committee (2006- 2011) ADDITIONAL TECHNICAL

COMPETENCIES

HashiCorp Terraform

Enterprise (TFE)

HashiCorp Vault

Crunchy Data High

Availability PostgreSQL

HP MicroFocus Operation

Orchestrator HPOO

Autosys Job Scheduler

Splunk Log Aggregation

Red Hat Ansible Tower

Red Hat Ansible

Automation Platform

HP MicroFocus Server

Automation HPSA

HP Database Middleware

Automation HPDMA

Custom Perl Modules for

Logistics Automation

Grafana Monitoring and

Alerts

LoadRunner

Contact this candidate