Executive Level Customer Experience

Joni McKeen

**** ****** ******, **************, ** 23116

http://www.linkedin.com/in/joni-mckeen-272284b/• 804-***-**** • adzl39@r.postjobfree.com 30+ years of success leading business-driven technology organizations

Dynamic, accomplished management professional specializing in cross-functional team coordination, organizational change, and cutting-edge process improvements and optimizations. Articulate and motivated leader with the interpersonal abilities required to build strategic alliances with key stakeholders and drive transformations. Expert knowledge of finance technology.

Process Improvement • Multi-channel Communication • Crisis Management

Strategic Planning • Root Cause Analysis • Risk Management(SOX) • Process Management • Mainframe Operations(IBM) • Team Building

PROFICIENCIES

Production Support, Major Incident Management, Change coordination and collision control, Process Management, Disaster Recovery strategy and execution, ITIL, Agile, Certified Scrum Master, SixSigma methodology and tools, complex networks and infrastructure, Sarbanes-Oxley, Risk identification and mitigation, Project Management. Product Owner. Team building and development, Budget and Financial Planning, Communication across teams. Mainframe Operations and Systems

management and support. Vendor relationship negotiation and management. Leading physical, virtual and vendor teams.

PROFESSIONAL EXPERIENCE

Manager – Production Support (November2020 – Present) Black Knight Financial Services

Lead a team of seasoned systems and application professionals supporting data platforms for the enterprise

Key Achievements:

Initiated re-onboarding of the application portfolio to support renewal of key relationships, obtain accurate system and application documentation as well as producing stronger relationships with key stakeholders.

Lead significant issue triage activities in a diverse environment supporting multi channel partners utilizing our data platforms.

Lead efforts to reduce risk and expedite services by overhauling existing documentation and migrating to the current toolset (ServiceNow).

Formulate senior and executive-level responses to outages, pending changes, and risk/regulatory events.

Managed budget and performance for Operations teams as well as developing success criteria and growth opportunities,

Managed both Console and Batch monitoring teams ensuring the continuous up time for client systems and timely availability of client data..

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Manager – Production Support (June 2019 – November2020) Capital One

Lead a team of seasoned systems and application professionals supporting data platforms for the enterprise.

Key Achievements:

Supporting and implementing Agile methodology as the team Product Owner while supporting both on-prem and cloud applications.

Initiated re-onboarding of application portfolio to support renewal of key relationships, obtain accurate system and application documentation as well as producing stronger relationships with key stake holders.

Lead significant issue triage activities in a diverse environment supporting multi-channel partners utilizing our data platforms.

Lead efforts to reduce risk and expedite services by overhauling existing documentation store and migrating to current toolsets.

Formulate senior and executive-level response to outages, pending changes, and risk/regulatory events.

Expanded exposure to cloud technology – focused on obtaining certification. .

Manager – Major Incident Management (November 2017 – June 2019) Capital One

Drive global teams of IT professionals towards major incident detection, resolution and communication to lines of business and executive leadership.

Key Achievements:

Rapidly assemble technical teams to respond to and resolve production defects in legacy on-prem and cloud environments.

Lead significant issue triage activities in a diverse environment supporting multi-channel partners.

Lead efforts to reduce risk and expedite services by overhauling existing documentation store and migrating to the current toolset (ServiceNow)..

Formulate senior and executive-level responses to outages, pending changes, and risk/regulatory events.

Significant efforts to build the same team in our co-location in Plano, TX achieving goal ahead of schedule and before expectations.

Senior VP - SENIOR TECHNOLOGY MANAGER (January 2008 – June 2017) Bank of America.

Drive global teams of IT professionals as Product Owner towards developing and implementing solutions for complex technical problems. Subject Matter Expert in immediate recovery and root cause determination. Ensure business continuity for full suite of CORE applications. Lead key resources in Production Support to limit system impacts and maximize availability. Key stakeholder in vendor negotiations.

…

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Key Achievements:

Ability to easily grasp complex technical problems, quickly arrive at viable solutions and achieve consensus with the team.

Expanded mainframe operations background to include middleware and ecomm technology and platforms.

Key contributor responsible to multiple executives for application portfolio stability and support.

Address NPT, NPI in all supported environments working with risk and audit to identify and address risk and regulatory findings. Key in identifying and later implementing solutions to several self-identified audit issues (SIAI)

Managed teams of associates and contractors both in the states and abroad making many trips to other locations to build team relationships as well as work with site leadership on expectations, optimizations and support.

Managed both L2, L3 and development production teams supporting the banks middleware application portfolio processing billions of transactions annually

Direct break/fix coding efforts and small projects to successful completion within tight temporal and monetary constraints.

Worked closely with contract vendors to derive creative work solutions when budgets were not available. Prioritizing workloads, identifying efficiencies and developing methods to validate and value key initiatives.

Developed application specific reporting metrics to support the customer experience achieving better than six sigma stability.

Worked directly with vendors to address both application and infrastructure defects and enhancements.

Collaborate with bank risk teams, external auditors, and legal personnel as risk representative for application portfolio.

Formulate senior and executive-level response to outages, pending changes, and risk/regulatory requirements.

VP - Portfolio Manager (February 2007 - January 2008) Bank of America

Initial member of elite Systems Availability and Resiliency Team charged with observing, analyzing, and providing feedback on efficacy of technology programs throughout the company.

Key Achievements:

Compiled specific ‘customer experience’ data to showcase areas of success and concern in technology.

Collaborated with enterprise teams on viable solutions, identifying risks and rewards to support implementation

Collaborated with vendors such as IBM and Cisco on resiliency opportunities. Made specific recommendations to improve efficiency in process and recovery.

Initial engagement in defining customer experience metrics for reporting as well as measuring performance

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VP - Triage Manager (May 2005 - February 2007) Bank of America,

Ownership over triage activities for critical system outages in technology. Ensured that senior leaders and executives across the bank were up to date on issue, impacts, and recovery. Drive teams to support the production environments.

Key Achievements:

Leader during critical system outages owning restoration to systems and customers.

Coordinated complex system and application recoveries as the lead during event directing resources and determining best course of action to recover.

Established monitoring for ongoing trending and early problem detection.

Developed various documents and documentation for SLAs, standardized communication formats, and escalation trees.

Created process and procedure to support triage activities.

VP - Problem Director (August 2003 - May 2005) Bank of America

Responsible for executive-level communication for customer-facing outages and severity 1 issues. Subject Matter Expert for numerous Greenbelt initiatives.

Key Achievements:

Oversaw real-time problem management for all critical system issues within Technology and Operations in an ITIL environment. Original member and key contributor to build out of a sustainable team and support model.

Worked with various lines of business executives to create a severity metrics for system outages as well as define and deliver expectations around communications during key events.

Recruited resources from other site locations as sites were being consolidated moving them to other strategic sites.

Worked with vendors and internal systems teams to identify gaps, risks and resolutions.

Responsible to senior and executive level management for outage and impacts communications.

VP - Technical Manager (December 1996 - August 2003) Bank of America,

Provide wide-ranging support to retail banking operations for East Coast account base. Data Center Manager of Mainframe Operations. Planned budgets and managed talent. Disaster recovery planning and coordination. Established virtual and multi location operations teams supporting production, test and disaster recovery operations. Manage vendor relationships.

Key Achievements:

Created a virtual operations team coordinating resources between four offices around the country.

Stood up staff and technology in a tertiary site supporting testing and back up mainframe and distributed services.

Worked with IBM to develop training and certification for S/390 Complex System Recoveries.

Identified and implemented efficiencies in change coordination to shorten the span of weekly

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sysmod outages for change implementation.

Key stakeholder supporting various build outs and shut downs of data centers across the franchise working with various levels of leadership to achieve a common and acceptable outcome.

Built a Systems Management team of senior level operations resources and systems programmers.

Developed an education curriculum working with various vendors to provide enhanced learning for a growing team of system resources.

Obtained ISO9001 certification for the data center.

Migrated from an outsourced disaster recovery solution to an inhouse solution which involved extensive design, training, site build out and implementation efforts.

CREDENTIALS

Technical Certifications

IBM Certified – S/390 Parallel Sysplex Operator

DFSS Greenbelt

Certified Scrum Master

Patents

US9,104,991 B2 – Predictive Retirement Toolset

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