• Lead a cross-functional team of data analysts/process managers to execute and deliver Customer Management Marketing & Delivery campaigns for Capital One's Partnership line of business.• Partner with Product, Marketing, Tech, and Program Managers from internal groups to ensure that technology and processes deliver marketing campaigns/customer communications that deliver value to our Partnerships customers.

• Accountable for the overall regression testing of the Capital One Credit Card Processing platform biweekly releases and change management• Responsible for prioritization of platform feature work in alignment with Card Tech strategy and business product objectives; managing six agile feature teams• Drive collaboration and synergies across the core functional area platform feature teams

Manage a 6-person team providing 24/7 on-call production support for vendor software releases,change management process, and cardholder platform resiliency.• Manage two Agile platform health and hygiene teams; responsible for system enhancements,defect fixes, and remediation of customer accounts on the platform.• Update production support playbook process; using Confluence to organize and documentproduction support processes, situational support guidelines, system monitoring, and alerts.• Collaborate with Product Owner to prioritize work assigned to platform support teams, creatingnew road map for discretionary work/process improvements.• Serve as escalated on-call point of contact for high severity issues; keeping Senior Managementupdated on incident and current triage statuses.• Leading problem management portion of the ITIL process impacting cardholder platform.

Developed and launched a L1/L2/L3 production support model for a Card Technology team whichrenders 24/7 on-call production support for core cardholder platform.• Transitioned 500+ API’s/services from a data center environment onto the AWS cloud platform,including managing and training a dedicated L2 production support team.• Executed production support for non-cloud core cardholder platform.• Served as Agile Intent Lead for my platform and collaborated with third-party vendor using Agilemethodology to deliver system enhancements and defect fixes.

Created and supervised a 12-person team onboarding 40+ internal risk and finance applications from an external IT production support team. This included run book development, knowledge transfer, and 24/7 on-call production support for the company’s risk and finance technology platform.• Co-led technology operations pod for shared services and applications on ITIL processesapplication documentation, customer engagement, and issue resolution.• Tracked and operated application processing which included application failure handling, APIservice and system restarts, change order deployments, and coordination with level 3 support.• Primary contact on incident management and crisis management bridge calls. Reestablishedbusiness application operations of many internal Enterprise partners and technology platforms.

Led Enterprise Architecture governance process in providing architectural standards guidance onprojects, consulting on architectural exceptions, and providing monthly departmental view of metrics.• Redesigned Enterprise Architecture metrics from monthly view to quarterly trend view in Tableau.• Developed new department metrics using a Requirements Traceability Matrix. Adopted industrybest practices via research and guidance from both Gartner and Forrester.• Presided over Enterprise Architecture exception forum, working with line of business (LOB)Division Chief Architects to seek exceptions for projects impacted by architecture regulations.

Provided production support for Technology Operations team which rendered 24/7 on-call production support and change release management for the company’s Retail Partnership platform.• Improved incident management efficiency and stability of the internal retail partner file platform.Used Kaizen principles to perform a deep dive on reoccurring production issues.• Primary contact on incident management and crisis management bridge calls. Reestablishedbusiness application operations of retail partners and internal technology platforms.• Managed and organized Interactive Voice Response (IVR) project with third-party vendors(Verizon and First Data), upgrading the retail partner IVR system to comply with Capital Oneauto-failover standards.

Primary client contact for partners across 10 international countries providing annual revenue of$20M+ domestically and $12M+ internationally. Sole recipient of the President’s Award in 2009 inrecognition for outstanding performance.• Directed 10-person International Project Team launching a new product line in Australia, Canada,and United Kingdom locations.• Increased revenue by 50% through analysis and allocation of creative placement recommendationsto clients in their online booking path.• Provided subject matter expertise for client operations involving all online and call center partners,including training clients on site.

Various positions held:Senior Process Manager, Marketing Strategy Senior Product Manager, Marketing StrategyClient Manager, Production Services – Card Operations Project Manager, Production Services – Card Operations