Project Manager It Support

Scott Wright

***********@*****.*** • 610-***-**** • Conshohocken, PA

SUMMARY

Experienced and certified Technical Scrum Master and Major Incident Manager with over 20+ years of tenure at The Vanguard Group. Demonstrated record in designing and executing global recovery strategies, managing major incidents, and providing technical support across various platforms. Adept at coordinating with business stakeholders and IT support teams, optimizing incident responses, and delivering high-level communications and data insights. Seeking a Project Manager position to leverage expertise to drive successful project outcomes and enhance operational efficiency. EXPERIENCE

The Vanguard Group, Technical Scrum Master, Senior Lead Feb 2021 - Oct 2024

Streamlined out-of-region simulations for all critical applications at Vanguard Group, achieving a 95% success rate. Presented the root cause analyses to senior leadership for applications that were not validated. Led successful disaster recovery simulation, validating 100% of applications and presenting results to senior leadership after completing the Vanguard Europe backup system plan runbook. Orchestrated an in-depth global recovery strategy to maintain the continuity of mission-critical services for client support. Coordinated disaster recovery testing for 464 applications and services using Tableau, demonstrating our readiness and robustness in the face of potential regional disruptions. Facilitated collaboration between business stakeholders and IT support teams to define and communicate essential services for disaster contingency.

Built and rolled out multiple Cyber Recovery exercises, including creating detailed test case scenarios and runbooks. Executed post-incident reviews and problem management sessions to identify root causes and mitigate future service disruptions using the ITIL methodology.

The Vanguard Group, Major Incident Manager

Feb 2019 - Feb 2021

Successfully decreased Service Level Agreement (SLA) incidents by over 20% in 1st quarter through efficient problem record creation, increased monitoring, and proactive education with Technical and Product Owners. Expertly reduced incidents caused by change-initiated events by over 20% through implementing a 10-question prerequisite for Emergency Change records, presented to senior leadership as a workflow and training. Managed major incident processes, including escalation and coordination of cross-functional teams, to restore services for a global workforce, ensuring operational continuity and asset protection on a global scale within ServiceNow. Executed post-incident reviews and problem management sessions to identify root causes and mitigate future service disruptions using the ITIL methodology.

Developed and standardized operational procedures, which optimized response strategies and maintained current manuals and playbooks, aligning with ITIL best practices.

The Vanguard Group, Environments Support Analyst

Feb 2005 - Feb 2019

Minimized code errors in production by over 50% by creating training materials and conducting daily meetings to review progress and schedule code deployment.

Supported non-production online and batch environments by monitoring availability and resolving related issues to maintain operational efficiency.

Performed debugging and implemented corrective measures for maintenance processes, ensuring system reliability and performance.

Partnered with cross-functional teams to analyze impacts, resolve system issues, and contribute to enhancing testing environments using ITIL methodology.

The Vanguard Group, Operations Administrator

Feb 2000 - Feb 2005

Resolved a wide range of technology-related issues, ensuring quality and timely support for applications and systems, including NT/Windows2000, UNIX, Mainframe, and AS/400.

Arranged communications between IT support groups, facilitating the proactive analysis of security and server-related challenges. The Vanguard Group, VOICE Team - Project Specialist Feb 1998 - Feb 2000

Scott Wright - page 1 of 2

Initiated VOICE project tasks, enhancing and maintaining systems by identifying procedural changes and developing written workflows to improve operations.

Built and championed communication materials, including job aids and handouts, and facilitated meetings to disseminate information regarding VOICE initiatives and updates effectively. The Vanguard Group, Participant Services Representative Apr 1996 - Feb 1998

Delivered guidance to institutional investors on mutual fund portfolios, facilitating informed decisions regarding redemptions, transfers, and exchanges.

Oversaw client engagement, responding to requests with detailed written correspondence, leveraging Series 6 & 63 licenses and high-level fund knowledge.

EDUCATION

Temple University

Bachelor of Science • Communications

SKILLS

Project Management + Project Planning + Project Lifecycle + Project Analysis + Project Scheduling + Risk Management + Agile and Scrum Methodologies + Sprints • Budgeting and Cost Control +Team Leadership and Management + Quality Control + Business Process and Intelligence + Operational Excellence + Task Management • ITIL + Series 6/63 License

+ Communication + Problem Solving + Time Management + Stakeholder Engagement + Conflict Resolution + Research + Forecasting + ServiceNow + JIRA + Confluence + PagerDuty Scott Wright - page 2 of 2

Contact this candidate