Key Responsibilities:Lead the IT Operations Model (ITOMS) continuous improvement campaign by using analytical tools, consulting techniques, and strategies to assist IT in reimagining new or existing operations for delivering best practices and industry standards. Cultivate Communities of Practice (CoPs) in seeking opportunites for process and operational improvements. Evaluate and analyze impact of process changes downstream. Align deployment and roll-out plans. Review processes to ensure compliance with regulatory requirements and internal standards and policies. Strengthen alignment and collaboration between IT and internal business partners by using internal communication channels such as 'Open Mics,' 'Yammer,' and 'Yam Jams.'Methodologies/techniques used to achieve continuous process improvement: - Six Sigma (DMAIC - Define, Measure, Analyze, Improve, Control)- Agile- CoBiT- ITIL- Design Thinking- Data Visualization

Drive the Payment Card Industry (PCI) and Sarbanes-Oxley (SOX) programs across the enterprise to meet industry and regulatory compliance requirements. Support business owners in the interpretation and implementation of IT General Controls (ITGC). Work with external/internal auditors and control owners to ensure evidence data is submitted and audit testing is completed according to target due dates. Prepare quarterly PCI compliance reporting for management, QSA (Coalfire) and credit card processor (Paymentech).Develop, maintain, and enforce security policies and standards across the enterprise. Document Security team’s Standard Operating Procedures (SOPs) to facilitate training and encourage standardization in operations across the organization. Identify and recommend process improvements/modifications to increase productivity and drive efficiency. Raise employee awareness of security risks and vulnerabilities by coordinating and rolling out an annual security awareness program. Established Key Performance Indicators (KPIs) to measure the effectiveness of training. Developed a vendor security risk assessment strategy and process for execution. Carry out vendor security management activities, such as risk assessment and ranking, monitoring, and remediation of issues.Technology/Skills/Competencies used: MS Word, Excel, PPT, ServiceNOW, GRC, Active Directory, SOX Compliance, ITGC Controls, PCI Compliance, ITIL, COBIT, CRISC, meeting facilitation, data/requirements-gathering, technical and procedural documentation.

Document and maintain IT Security Policies and Standards to drive the PCI and SOX compliance program across the enterprise. Work closely with operational teams and control owners to develop and maintain ITGC SOX narratives. Conduct and support internal assessment of current controls to identify vulnerabilities and remediate deficiencies prior to SOX and PCI testing. Serve as a liaison between the control teams and the internal SOX auditors to ensure evidence data requests are understood and submitted, per the due date. Provide status reports and other compliance program updates to Leadership Team. Conduct on-going security research to stay abreast of the latest security issues, advances, and changes. Technology/Skills/Competencies used: MS Word, Excel, SOX Compliance, ITGC, PCI, ITIL, meeting facilitation, data/requirements-gathering, and procedural documentation.

Supported the IT General Controls (ITGC) Audit Remediation project to ensure company was in compliance with Sarbanes Oxley (SOX) regulatory requirements, as well as internal Information Security (Info Sec) policies and standards.Provided thought leadership to the IT Infrastructure/Application teams on SOX compliance issues. Identified process gaps and vulnerabilities. Recommended process enhancements to strengthen controls and mitigate risks, as needed. Developed Standard Operating Procedures (SOP) templates for the Change Management (Testing and Deployment) and SDLC processes. Facilitated information-gathering sessions with control/ process subject matter experts to assist in the documentation, editing and finalization of more than 50 SOPs within a 3 month timeframe.

Responsible for ensuring a strong internal control environment existed within the IT Operations (ITO) organization, particularly in support of the Sarbanes-Oxley (SOX) Act Section 404. Responsibilities included performing pre-audits of controls performed across operational organizations to ensure they were functioning as designed and in compliance with SOX requirements. In 2013, support efforts lead to all 32 SOX controls within ITO, receiving a ‘pass’ audit rating from EY and external SOX auditors. Guided the Windows, Data Center Operations and Change Management teams through an 'expanded SOX' process internal audit, where each team received a '3' rating. Annually teamed with the IT Compliance organization and SOX Program Management Office to identify and implement opportunities for operational improvements that mitigated risks and vulnerabilities. Worked with the control teams' technical subject matter exerts, to ensure their control narratives and other supporting documentation (i.e., process flows, etc.) were up-to-date and the process executed as outlined in the narrative. Utilized the Control Objectives for IT (CobiT) framework and AT&T Security Policy and Requirements (ASPR), Record Information Management (RIM), User Access Management (UAM), and Payment Card Industry (PCI), guidelines.Acted as a lead during audit testing by facilitating meetings with ITO process owners and the internal/external auditors, tracking evidence requests, escalating issues, and providing weekly status updates to supported teams and executive leadership. . Developed ITO Quality Assurance (QA) methods and procedural documentation; drove and fostered automation and process improvement within the organization, to enhance operational effectiveness and efficiency across ITO.

Assisted the ITO Service Delivery/Support organizations in the planning, re-engineering and implementation of business process solutions that lead to $17K in realized savings and an overall cost avoidance in expenditures of $85K by year end 2008. Utilized the IT Infrastructure Library (ITIL) and Control Objectives for IT (CobiT) best practice frameworks to assess and formulate strategic and tactical plans based on company business initiatives such as resource allocation and assignment, methodology, expense tracking and actual vs. budget analysis. Facilitated process quality and improvement meetings—directing clients in the identification of process deficiencies/gaps and the elimination of unnecessary or non-value added process steps. Worked with clients to standardize and automate process activities and define/integrate tools in support of the “One AT&T” project.Led the effort to design/develop and implement organizational process flows, methods and procedure documents, operational performance metrics (KPIs), and process control points (SOX and CobiT). Additionally, managed project schedules, facilitated status meetings, managed jeopardy situations—driving clients toward well-defined action plans/delivery.

Responsible for managing business process quality and improvement projects within the ITO Desktop Services organization. Worked across functional teams to identify and implement process improvements that streamlined operations, grew revenue, improved customer satisfaction, created operational efficiencies and reduced costs to the business. Facilitated a process improvement effort in 2003 that involved the analysis of the hand-offs between the Desktop Corporate Helpdesk and the Field Support organization. This effort produced a number of operational and service improvements including, automating the manual entry of TSM/CHD data on the ‘Vantive’ ticketing system (saving approx. 5 min. per ticket); and eliminating the manual procedure of creating Vantive tickets on "hang-up" calls (saving approx. 3 min. per ticket). In 2001, led a Process Improvement team through an effort to develop and execute improvement strategies that optimized the enterprise-wide Server Management System (SMS) Software Distribution/Installation process. The improvements resulted in an increase in Service Levels for the Corporate Desktop from 79% in 2001 to 95% in 2004; and 73% to 97% for the Operational Desktop for the same period. Developed and maintained end-user software application documentation, training and instructional guides, process flows, and PowerPoint presentations. Performed periodic process reviews to ensure process documentation was accurate, performance measures were in place and that process teams were adhering to the process as documented.

Responsible for developing and documenting process, procedural and training manuals in support of the ITO-Desktop Service Delivery organization. Duties included working with business partners to analyze and reengineer existing documentation. Conducted best practice analysis of existing processes and worked with process owners to implement standard operating procedures across the enterprise. Developed and delivered training to functional teams responsible for implementing new or updated processes. Established a process style and instructional guidebook to ensure consistency in the process documentation. Supervised and managed the work of three full-time employees who comprised the Desktop Services Delivery organization’s process team.

Scope of responsibilities within the IT-Distributed Operations organization included project management, instructional design development, communications lead, and supervision of two internal employees.Executed the migration of desktop users from EMC2 to the All-in-One email platform. Coordinated all project team activities, developed and executed project timelines, and communicated project status to senior management. Responsible for transitioning Ameritech’s asset management and PC ordering/delivery function to an outside vendor. Responsible for creating and disseminating all communications in support of departmental operations. Communications included: ‘Online Breaking News’ announcements, PC IMAC methods and procedural document and the ‘IBM Global Services Welcome Packet’ for users transitioning to the new organization. Directed the development and implementation of a desktop Customer satisfaction assessment tool and process. Trained and managed staff responsible for conducting surveys, compiling data and producing monthly reports.

Areas of expertise included technical documentation (software end-user manuals); development of media packets: PR collaterals, marketing brochures, newsletters, etc.; copy editing/proofreading and content development. Contracted with the following corporations and industries: Cleveland Indians, Conley, Canitano and Associates Consulting Firm, Penton Publishing, Hy-Grade Corporation, I/O Tech Corporation, Ameritech Services, Inc., and Vincent Anku, M.D.,

Developed and designed end-user computer hardware and software manuals. Collaborated with the company's internal graphic illustrators, engineers and programmers in the transformation of technical drawings and product specifications into user-friendly end-user documentation.Responsible for developing and distributing a quarterly departmental newsletter.

Responsible for developing end-user software instructional guides and training manuals. Developed and negotiated contract proposals for service offerings. Coordinated personnel resources and managed documentation budget. Led projects that consistently came in on time and under budget resulting in repeat business from customers and recognition from management. Developed and designed an internal monthly employee newsletter.

‘Government Product News’ was a periodical geared toward local, state and federal procurement officers. As associate editor, responsibilities included researching and writing new product blurbs, case histories and feature articles. Designed and key-lined production pages. Served as staff representative at industry trade shows and exhibitions.Received the Certificate of Award for Outstanding Achievement in Communications from Women in Communications, Inc., May 18, 1989.

Reported and wrote feature and newspaper articles. Wrote headlines and edited copy for clarity, spelling, grammar and punctuation errors.