Annemarie S. Email & Phone Number

Rosemont, Illinois, United States

Develops proactive relationships with senior leaders of supported business units that are built on trust, transparent communication, and a spirit of collaboration. Monitors and adjust the inter-connected and cross-functional resourcing, prioritization, scheduling and delivery in assigned projects. Utilizes resources from various internal and external areas into assigned projects and data capability areas. Formulates approaches that achieve desired business objectives, including defining system scope and objectives and assisting with business case justification and processes through execution. Forecasts IT resource requirements and equipment needs based on business units’ pipeline of planned projects. Supports the outcomes the business line is seeking and develop business requirements and business cases as needed. Represents the voice of the customer (business unit) during the technology project life cycles. Serves as an escalation point to raise critical action items or issues Lead, manage and coach business analyst, implementation specialist and program management teams in order to meet business targets and established service level agreements (SLAs) Develop key performance indicators (KPIs) to measure and monitor program health and the banking application support and implementation team’s performance..

Tempe, Arizona, United States

SVB, a division of First Citizens BankSame role as SVB previously with the addition of Transformation Reporting.

Tempe, Arizona, United States

In my recent role, I played a key role in developing the SVB custom COBIT maturity assessment model, training programs, and a gap analysis tool for Technology Process Owners. Additionally, I successfully project managed and executed work for the GRC (Governance Risk Controls) group, where I performed RCSA work and created/upgraded Process Maps for IT Processes across the organization.As an IT Team Lead, I provided comprehensive support for Incident, Problem, Change, and Knowledge Management. I had the responsibility of overseeing a direct report team of 7-10 staff members and managing the growth of an offshore team to support a 24/7 operational model. In this capacity, I actively contributed to the strategy design to elevate our Service Management and IT Operations Support to the next level. One of my notable achievements was the establishment of a 24/7/365 Global Incident Management Team. I also conducted IT controls testing aligned with COSO, PCI DSS, ISO 27001, and 31000 frameworks. By implementing major improvements in the incident space, I reduced incident counts by over 50%. I actively promoted the adoption of non-incident ITSM processes for issues like service requests reported as incidents. I provided regular reports on system availability, growth rates, and resource consumption, presenting data in meaningful 'stories' within Jira for Agile Ceremonies.Throughout my tenure, I consistently fostered strong relationships with both business and IT stakeholders, ensuring their needs were met. I led incident and problem teams, handling major incidents when necessary. Managing ServiceNow assignment groups, I ensured accurate incident setup and built informative ServiceNow dashboards for leadership, assignment group owners, and assignees.Furthermore, I demonstrated my expertise in data analysis and reporting by developing and automating reports and dashboards for incidents, utilizing tools such as ServiceNow, Excel, SharePoint, Tableau, and PowerBI.

Scottsdale, Arizona

Led and directed onsite operations encompassing program and project management, release management, root cause analysis, application support, disaster recovery, and business continuity plans for SaaS customers. Effectively orchestrated incident reporting through the Incident Management System (IMS), ensuring accurate and consistent data entry to achieve defined performance targets and Key Performance Indicators (KPIs). Maintained software services for release management, governance and compliance, ITIL-focused change management, licensing, certificates, and application upgrades, employing Agile best practices.Demonstrated exceptional proficiency in managing Personally Identifiable Information (PII) and ensuring strict data privacy compliance, adhering to regulatory requirements. Successfully designed and implemented robust SOX controls, establishing internal controls to safeguard financial reporting and mitigate risks. Skillfully managed a team of Application Engineers in a DevOps (SaaS) Software as a Service environment, driving high-performance outcomes and fostering a culture of continuous improvement.As part of the service delivery team, effectively managed and nurtured relationships with Orion's largest SaaS customers, ensuring their account needs were met and providing exceptional support. Championed continuous process improvement initiatives, resulting in enhanced service quality and increased customer satisfaction.Leveraging my Agile expertise, I excelled in Jira daily management, driving seamless collaboration and achieving project success. By utilizing Agile methodologies and Jira's robust features, I streamlined workflows, fostered effective communication, and ensured timely project delivery.Management of Application Engineers in a DevOps (SaaS) Software as a Service environment and performing Service Delivery including Account Management of Orion’s largest SaaS Customers. Promoted Continuous process improvement while increasing service quality.

Scottsdale, Arizona

As a remote professional with travel to customer sites and SunGard recovery centers, I specialized in executing Customer Disaster Recovery (DR) Tests. I aligned the business needs of internal and customer IT departments, playing a strategic role in purchasing and building out customer Disaster Recovery sites. By building strategic relationships with key leaders and end users of the SGAS Product Line, I provided valuable insights and recommendations for improvements and expansion opportunities.In addition to providing 24/7 escalation support for Managed Services, I spearheaded program and project management initiatives. As part of the Managed Recovery Program/Recovery as a Service (MRP/RAAS), I delivered exceptional service delivery to enterprise accounts. I provided visionary guidance and leadership for the MRP Roadmap, implementing training programs to support ongoing initiatives.Managed and executed the MRP Recovery planning and exercises for 10 of SunGard’s large and medium revenue generating customer accounts resulting in approximately 10.5 million annually across various lines of business including Large State Comptroller, Healthcare, Retail, Manufacturing, Credit Monitoring and Security, Pension and Benefits, Aerospace and Defense, Hosting Service Providers, Transportation and Financial Services Delivering Monthly and Quarterly Reports and presented reporting to Executive Leadership teams both internally and at Customer locations. Managed customer efforts related to Business Continuity, Disaster Recovery, Crisis Management, Records Retention, Fire & Life Safety and Vendor Risk Management. Partnered with Regional Sales Managers and VP to discover, collaborate and close new and add-on-business within the portfolio of accounts.

Phoenix, Arizona Area

I effectively aligned the Enterprise Information Security response with Crisis Management and Business Continuity processes, enhancing overall response capabilities. I implemented ITILv3, SOX, COBIT, and NIST standards as appropriate, ensuring compliance and best practices. I conducted program exercises and facilitated recovery exercises at SunGard to meet audit and compliance requirements for each customer.To enhance operational efficiency, I implemented an improved Change Management Process, integrating it into the lifecycle of each customer. Additionally, I established an Enterprise-Wide Vendor Risk Process to reduce vendor-driven risks and enhance operational resiliency.In my role, I successfully managed Business Continuity Plans (BCP) and Disaster Recovery Plans (DR) for ten large customers in the commercial and federal sectors, adhering to NIST and ITIL standards. I oversaw and reported on internal and external audits of the DR plans outlined in the contract. To ensure business resiliency, I leveraged Continuous Improvement, ITIL, PMI, Agile, and Lean methodologies, driving ongoing process improvements.Through my expertise in aligning security response with crisis management, implementing compliance standards, executing assessments and recovery plans, and driving process improvements, I have consistently demonstrated my commitment to ensuring business resilience and maintaining the highest standards of information security and compliance.Managed 10 of the large customers supporting (BCP) Business Continuity Plans and (DR) Disaster Recovery Plans in Commercial and Federal space using (NIST) National Institute of Standards and Technology and ITIL standards. Managed and Reported on Internal and External Audits of the DR plans in contract. Validated the Business Resiliency by using Continuous Improvement, ITIL, PMI, Agile and Lean methodologies to improve the processes going forward.

Phoenix, Arizona Area

In my role as the Manager of Incentive Program Services & the Program Office, I implemented a complex capacity planning process that efficiently allocated work among a team of forty-three resources. This resulted in a 40% increase in the number of projects each Project Manager could effectively handle. Additionally, I directly managed a team of ten Project Managers, overseeing their performance and ensuring successful project delivery. The teams under my supervision included Application Development, Incentive Program Services, and the Project Office, which supported change and new project development initiatives for Business Information Technologies. I effectively managed a budget exceeding twelve million dollars, ensuring optimal allocation of resources and financial control. As the Project Manager for Disaster Recovery, I developed and executed a multi-year strategic roadmap, aligning and coordinating efforts across all infrastructure towers. I successfully delivered projects supporting storage, network, mainframe, and distributed goals, enhancing the organization's overall disaster recovery capabilities across multiple platforms. I also implemented a tiered disaster recovery option program and created a chargeback model for onboarding new "DR" customers, optimizing the disaster recovery "Hot Site" offering and effectively communicating its value throughout the company. Additionally, I provided consulting support for over three thousand applications and facilitated Business Impact Analysis (BIA) alignment across business units, aligning it with an internal chargeback model. I effectively managed multi-million-dollar projects and collaborated with IT to ensure their strategic alignment with business needs, supporting the strategic purchasing and development of disaster recovery sites.

Phoenix, Arizona Area

As a key contributor, I successfully delivered a budget strategy of 2.5 million dollars, which encompassed upgrading the network infrastructure across three geographically dispersed locations. Additionally, I planned for the replacement of iSeries IBM hardware and the migration of tape volume to a Tiered Storage solution. I also achieved the implementation of a disaster recovery solution for GDHA, meeting the business Recovery Time Objectives. Furthermore, I led the successful implementation of SharePoint, resulting in centralized collaboration for the organization. As a member of the SharePoint Technology Corporate IT Team, I actively participated in Microsoft architecture planning sessions held in Boston, MA. Additionally, I executed a Six Sigma project aimed at improving uptime on the Oracle Manufacturing system and successfully remediated the identified issue during the project, earning my Green Belt certification.In addition to these accomplishments, I delivered several other projects that significantly impacted the organization. This included the successful implementation of Business Objects, enabling self-service reporting on manufacturing financials for leadership. I also oversaw the implementation of a Labor collection and Time Attendance Solution, streamlining processes and enhancing efficiency. Moreover, I led the upgrade of Visual Enterprise and Quality software, ensuring compliance with SOX regulations and closing pre-existing compliance gaps. Additionally, I spearheaded the uplift of the telecommunications infrastructure, resulting in an annual cost avoidance of over 220 thousand dollars. I successfully implemented multi-function devices and renegotiated contracts, leading to immediate savings of 100 thousand dollars.

Phoenix, Arizona Area

In my role as a contractor, my primary focus was to deliver Tier 3 Technical Support for bank processing operations. I was responsible for executing, developing, and reviewing test cases to ensure the reliability and functionality of software systems. Additionally, I managed software releases and conducted thorough application and website regression testing to identify and address any issues or vulnerabilities.As part of my responsibilities, I effectively handled and managed escalations of investigations related to merchant data security breaches. This involved promptly addressing and resolving incidents to safeguard sensitive information and maintain the integrity of the system. I also served as an Incident Reporting and Systems Analyst, providing support to merchants in troubleshooting firewall and telephony systems at a third-level capacity. By leveraging my technical expertise, I assisted merchants in resolving complex issues and ensuring uninterrupted operations.Furthermore, I took on the role of Project Manager for the beta rollouts of three releases of Purchase Express, overseeing the successful implementation and adoption of this software in both the United States and Canada. Through effective project management and coordination, I ensured a smooth rollout and facilitated the seamless integration of new features and enhancements.Throughout my tenure as a contractor, I consistently delivered high-quality technical support and played a crucial role in ensuring the smooth functioning of bank processing operations.

Scottsdale, Arizona

As the manager of Data Center operations in Scottsdale, AZ, I led a team of 2 UNIX admins, 2 Desktop and 2 Network Support engineers, and 12 Help Desk representatives, ensuring seamless 24/7 operation. Over the years, I successfully managed budgets ranging from 10 to 20 million dollars, effectively allocating resources, and driving cost efficiencies. In addition, I oversaw diverse teams including Help Desk, Desktop Support, Quality, Technical Writers, and Business Analysts, spearheading an initiative to streamline operations and downsize a recently acquired business into the larger UPS organization.One of my notable achievements was developing and implementing a strategic Thin Client initiative across 500+ logistics warehouses in the US and Mexico. By securing approval for a multi-million-dollar project, I delivered a high availability solution to the warehouses, significantly reducing unnecessary technical support travel and saving budget dollars. Moreover, I played a pivotal role in managing the Sonic Air datacenter located in Arizona and provided strategic input for the datacenter's move to UPS Atlanta.Furthermore, I successfully led the restructuring strategy for the support teams and implemented new processes and procedures to facilitate the transition of these support functions to a Kentucky-based help desk location. Through these efforts, I ensured efficient and streamlined support operations while optimizing resources and improving overall performance.My track record of effectively managing teams, driving strategic initiatives, and delivering complex projects underscores my ability to excel in managing data center operations and implementing transformative strategies. I am confident in my skills and experience to contribute to the success of future endeavors within the organization.

Phoenix, Arizona Area

In a leadership capacity, I effectively managed a team of 17 Help Desk and Desktop Support technicians, overseeing their daily operations and ensuring optimal performance. Additionally, I successfully managed a diverse group of 40+ onsite contractors for the Y2K Project, coordinating their activities and ensuring smooth project execution. Furthermore, I took charge of the implementation and management of a hospital-wide SAP rollout, overseeing the installation and configuration of over 2000 client installations.As part of my responsibilities, I led the uplift and consolidation of more than five thousand printing and fax devices, streamlining operations and optimizing efficiency. I also held budgeting and purchasing responsibility for hardware and software, managing a 10-million-dollar budget for a 50-hospital system. Additionally, I served on the facilities Board, actively participating in the implementation and planning of upgrades and construction projects throughout the hospital.My experience in managing diverse teams, overseeing large-scale projects, and effectively managing budgets and resources makes me well-suited for driving successful IT operations and delivering impactful results. I am confident in my ability to contribute to the success of future initiatives and support the organization in achieving its goals.