Brian Lane

Charlotte, NC 704-***-**** adwnoy@r.postjobfree.com https://www.linkedin.com/in/briane-lane

QUALIFICATIONS

Results-driven and dedicated Information Technology professional and with over twenty years of extensive experience in effectively motivating, building, and leading diverse teams, streamlining Information Technology operations, successfully leading largescale IT projects that drive process improvement, and building successful business relationships. Seeking a position within an organization where I can grow and provide great service to my team and clients. Expertise includes:

Team Engagement

Process Improvement

Excellent Customer Service

Effective Communicator

Business Acumen

Operation Readiness

Vendor Management

Business Relationship Management

Problem – Resolution

Resource Planning

Service Management

Application Support

Escalation Management

Strong Organizational Skills

Deadline Conscious

Strong Analytical Skill

PROFESSIONAL HIGHLIGHTS

Established and led tier-2/3 application support and development teams at two Fortune 500 companies

Core functional knowledge spanning systems, data, client and support

Proficient leading small and mid-sized technology teams both physical and virtual

Focus on incident management key metrics (KPI, MTTA, MTTR, MTBF) to deliver available and performant systems

Held roles in multiple phases of Software Development Life Cycle (business/technical analyst, developer, QA analyst, support analyst/leader)

Rewarded for continual improvement management by practicing optimization and automation

Industry experience in grocery, aerospace, financial services

TECHNICAL SKILLS

MS Office 365 SQL Server Oracle Window Servers Citrix Unix VMWare Tibco Mulesoft Workfusion Zendesk ASP.NET C# Angular Sharepoint TFS Team City Octopus GitHub Proactive Monitoring Splunk ELK Dynatrace Alertsite Reveille Solarwinds Venafi Dynamics BMC Remedy PAC2000 ServiceNow Waterfall Agile JIRA ITIL Foundation WEBEX MS Teams xMatters Concur Workday Incident Management Change Management Knowledge Management Problem Management Service Level Management Site Reliability

PROFESSIONAL EXPERIENCE

LPL Financial – Fort Mill, SC 02/2017 – 10/2022

Technology Support & Operations Leader – Business Services & Development Group

Led multiple application support teams (towers): Client Management, Account Management, Data/Batch, Monitoring, Certificate Renewal, Trading Support, Home Office Support, Imaging/Reporting/Statements, Compliance/Legal/Registration (CLR), Incident Ticket Management

Managed daily infrastructure and application escalations from Service Desk, Trading Desk, NOC and backoffice teams

Established application support intake/onboarding process to manage support guidelines and responsibilities

Responsible for planning and overseeing the transfer of key artifacts necessary for the support, operation and acceptance of solutions deployed into production

Co-led weekly operational readiness meetings (ORM) with key stakeholders across product, development, and operations to insure post-release support controls

Managed daily support scrum to align and share team activities regarding escalated incidents and application break-fixes

Formulated bi-weekly/monthly collaboration work sessions with service desks, product/development and operational teams

Maintained 95% incident ticket closeout rate in ServiceNow (Avg. – 1200 incidents/month)

Provided on-demand metrics that included trend analysis, ticket escalations, opened defects, break-fixes, production service requests and deployments

Responsible for executive-level operational reporting

Managed SSL certificate renewals (internal-hosted/vendor)

Performed post-release production validation and daily morning system readiness smoke test

Managed support budget that exceeded $3.5MM; including offshore SOW with Cognizant technology services

Reduced managed service headcount 35% over span of 3 years and repurposed worked in-house

Managed technology summer interns during ten-week program providing coaching, mentorship career guidance

Wells Fargo Bank – Charlotte, NC 10/1999 – 02/2017 Application Support Leader – Wealth Management Technology

Built and managed diverse teams of business analysts, software developers and support specialists

Facilitated monthly training sessions to provide service desk with knowledge articles to reduce MTTR

Provided monthly training session to help desk to assist MTTR (mean time to resolve) on first call

Resolved escalated issues and debriefed technology leaders of impact and permanent solutions

Demonstrated the right working behaviors, creating a positive work environment for Enterprise Technology as well as third party vendors with a customer service mindset

Partnered and closely collaborated with product owners, developers and QA/QE on break-fixes and small enhancements

Liaison for development teams to deliver preventative action plan for Severity-3 issues and higher

Served as POC for Enterprise Availability Coordination Office – EACO on (P1 – P3) incidents for Wealth Management group

Managed messaging and outage communications for end-user portal (Smartstation)

Provided production support monthly metrics to leadership and product owners

Contact center support; team managed skill-base call routing (SBR) for multiple call centers

Wells Fargo Bank VP, Manager of IT Charlotte, NC 2003 - 2017

Wachovia Bank AVP, Business System Consultant Charlotte, NC 2001 - 2003

First Union Bank Sr. Business Analyst Charlotte, NC 1999 - 2001

Bank of America - Charlotte, NC 08/1997 – 10/1999

AVP/Team Leader – Customer/Account Data Management Group

Managed talented team of 8 business/program analysts

Lead analyst on Boatmen’s and Barnett bank conversion teams for data sourcing/mapping

Managed Y2K compliance certification efforts for batch programs

Incident queue analyst and lead technical service desk liaison

Facilitated client communication forums

EDUCATION

Master of Business Administration Fontbonne College St. Louis, MO

Concentration: Business Administration

Bachelor of Science Benedict College Columbia, SC

Concentration: Computer Science

CERTIFICATIONS

ITIL 4 Foundation IT Service Management

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