Andrea Monaghan Email & Phone Number

All Across The Globe

Herndon, Va

Built and successfully implemented culturally acceptable Information Security, SOX and FERPA governance, risk and compliance program moving company from material weakness audit finding in 2012 to no significant deficiencies in every year following.* Risk Management Controls and Information Security Policies: Built compliance program that fit the K12 culture with minimal budget. Managed SOX and FERPA audits, improved response time and quality year over year. Worked with senior management to create first, in K12 history, IT critical risk management controls. Identified control failure areas and implemented processes to meet controls. Developed policy framework and suite of information security policies.* Response for SOX and various Audits: Created MS Sharepoint site to track audit test requirements and artifact submission. Improved coordination, quality and timeliness of response. Reduced effort and assisted teams in providing repeatable, efficient audit response.* Governance Program: Developed governance program to capture and correct control failures for financially significant and business critical applications.* Information Security Awareness Training: Developed and delivered regular company training webinars, creating a culture of information security and a common understanding of meeting controls.

Identify and develop improvement programs to reduce costs and improve the efficiency of IT Operations teams providing hosting, cloud computing and managed applications to Verizon and Terremark customers. Globally based team.* Change Management Performance Assurance: Created storyboard and orchestrated on-line learning implementation of Change Management training and roll-out to 1800+ Terremark employees. Identified critical metrics and trending analysis for change ticket clean-up and processes to reduce change requests. Turbulent installs trending down month over month after implementation. * Operational Reviews: Identified requirements, created process and metrics for monthly trending identification and review of costliest services with follow-on improvement plans. Ensured activity ownership and expected cost reductions. * Tool Modification: Created requirements based on the process improvements identified in the operational reviews. Acted as subject matter expert working with the IT Development team to implement methodologies with the result towards improving visibility into service costs and improvement plan generation without increasing ticket resolution time.

ITIL, Governance, Compliance, Service Assurance and IT Services ConsultingAssist clients in identifying requirements and use cases to design/update and implement improved culturally acceptable processes within the client environment. Provide thorough and comprehensive documentation on developed processes. Perform targeted Maturity and Compliance assessments and develop strategic and tactical roadmaps to achieve goals. Facilitate tool instrumentation by deriving requirements for discrete process automation.Gap and risk analysis of current change process and identification of efficiencies and exposures. Designed targeted implementation and roll-out of change management process with compliance at 92% within 2 weeks of cut-over.

Program management of high visibility, high impact custom software and hardware projects for customer relation systems, call center operations, billing, payment processing and data warehouse. Vendor and Auditor management. Globally based team.* Service Assurance: Redesigned pricing system reducing installation failure rate by 800%. Implemented a customer interface with business validity rules to reduce change implementation risk.* Audit and Compliance: Subject Matter Expert (SME) and project management for remediation of 48 systems and 11 databases to meet PCI DSS requirement compliance. Determined systems in scope and identified IT audit controls for security compliance, state and local regulations, SOX and revenue assurance testing. Created quarterly process to maintain review and compliance. Implemented quality review process utilizing OWASP controls for web application development projects. Created and deployed change and patch management process. Met compliance quarter over quarter and at annual audits, once remediation and processes in place..* Business Continuity Planning: Performed gap analysis, created documentation and roadmap to implement into organization a culturally fit emergency and infrastructure changes process. Process updated, piloted and rolled out in 60 days.* Payment Card Processing: Project Management, customer support, service level and vendor management with payment processors (US and foreign) for largest non-credit card present merchant. Identified and deployed testing, monitoring and notification for daily batches, charge-backs, month-end, year-end and special billing periods like March 1st billing. Ensured continual PCI DSS and SOx compliance procedures, processes, testing and validation criteria.

* Professional Consulting: Gathered and documented requirements, project management of the RFP process and vendor selection, wrote the system delivery specification and user acceptance procedures for an email broadcast system for a large association. System utilized customizations of a COTS product for integration with existing IBM Mainframe databases and batch processes.

Solutions design, program, project, vendor and contract management for Information Services, Billing, Helpdesk, Customer Care and facilities processes, procedures and contracts. * Vendor Evaluation - AARP: Worked with business teams to identify, prioritize and document requirements, developed RFP, performed vendor evaluation and selection and program managed multi-phased solution implementation of product integrating with legacy IBM mainframe and database. Delivered on-time and in budget with a satisfaction rating of 4.3 out of 5. * Contract Negotiation and Review – Discovery Communications: Reviewed and negotiated favorable IT Outsourcing contract improving client controls, identifying and negotiating service levels, building capacity plan and processes and identifying key performance indicators and reporting metrics. Re-designed and implemented End of Lease Term procedures reducing cost of lease by 62%.* New Office Start-up – All Bases Covered Solution Services and Heller Ehrman, LLP: Negotiated service contracts, designed office and IT infrastructure layouts, developed and incorporated disaster recovery and business continuity specifications, managed vendor implementation of LAN/WAN and PBX networks for new and re-locating branch offices. Opened on schedule and in budget.

Program management of a 2.4 million dollar web-based data repository program utilizing MS Exchange and Oracle and hosted on a dual NT / Unix platform. Line and matrix management of staff of 25. * Manage Full Life Cycle Development Teams: Managed Architecture/Infrastructure, Analysis and Development teams. Version 1 delivered on time and in budget. Team awarded follow-on contract for development of additional functionality and operation and maintenance of program. Created process to improve communications with customer and document requirements. System and process improved clarity of system development, reduced document production and system acceptance time.

Managed teams for Helpdesk, software development, networks, PBX and training. * Creative Solution: Orchestrated integrated project match between 2 diverse vendors to create semi-custom CRM solution. Increased functionality and reduced costs by 22%. Project implemented on schedule.* Team Management: Implemented departmental training and retention programs to increase skill sets and employee satisfaction. Provided career growth path, improved team interaction and reduced staff turnover ratios.* Disaster Recovery Planning: Developed and tested business continuity plan. Implemented maintenance, backup and data recovery procedures for databases and systems.* Help Desk: Re-engineered help desk procedures, improving end-user support and satisfaction based on a survey response rating from 2.5 to 4.2 out of 5. * New Facilities Site Management: Designed and provided facilities management for network, security, PBX and office lay-out of new branch offices. Opened 4 offices on time and in budget.

Bid and delivered consulting solutions for clients in various industries. Specialized in completing stalled and failing projects. Areas included Life Cycle Development, Electronic Mail Messaging, LAN/WAN design and implementation, inventory control, process compliance auditing and procurement projects. * Repeatable Solutions: Developed service solutions into packaged service delivery guides consisting of requirements analysis methodologies, implementation process and business change management. Provided uniform service with increased functionality.* Network Design and Implementation: Designed and deployed desktop application LAN and WAN systems. Developed process and successfully implemented new LAN/WAN into 18 branches offices on schedule and budget.