Clay L. Email and Phone Number

Plays a key role in ensuring projects (change initiatives) meet objectives on time and on budget by increasing employee adoption and usage. Focuses on the people side of change, including changes to business processes, systems and technology, job roles and organization structures. Brings together business acumen, technical knowledge with an understanding of how to drive change and passion for helping people under one umbrella.

Responsible for managing service level agreements with customers and external service providers. The Service Manager role includes the following tasks: Defining and managing service level agreements with customers. Focuses on providing value to the customer and also on the customer relationship. Service Management provides a framework to structure IT-related activities and the interactions of IT technical personnel with customers and clients

Role is focused primarily on providing day to day running of Infrastructure technologies and managing the life cycle of implementing and delivering standard IT components and services across the various technology groups. Key areas of responsibilities include component installation, maintenance and decommissioning, IT operational support, managing on-going system performance, capacity/availability monitoring, migration, emerging technology assessment, and support for implementation, release management and/or deployment. Support of application and data backup processes, including support of backup schedule management, restore testing, configuration management, backup policy training and the monitoring/tracking of backup activities and associated reporting.Additional Responsibilities Include:Servicing applications/systems and providing a level of application/systems/operational availability that meets or exceeds established standards/service levels, while minimizing operational risk.Continuous strives to improve the stability of production environment by partneringclosely with key stakeholders on setting up, maintaining and monitoring applications/systems, ensuring availability targets are met.Providing effective day-to-day support for applications/systems through accurate problemidentification and timely resolution of production issues; performing controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction.Effectively handling incident management for outages; communication to clientsduring service outages and ensure that they are resolved efficiently with minimal impact tostakeholders.Ensuring timely notification and escalation of possible issues/problems, providing options andrecommendations for prompt resolution; communicating project status and provides timelyescalation of issues to ensure project objectives are met.

Incident Management: Assures proper incident documentation via monitoring of incident queues and related notifications for miss-assignments, improper use of ticket type, missing information, and inconsistencies.Technical Troubleshooting: Escalation resource with in the US Service Desk for high priority and difficult technical issues.Service Desk Agent Mentoring: Supporting agents in delivering an exceptional experience to system end users through in person assistance, side by side, remote call monitoring, taking bump ups from agents, and follow up coaching.Quality Assurance: Identifying customer service failures and potential solutions, supporting team in efforts to maintain all departmental metrics; then consolidating feedback on team success/failures and delivering to management.Procedural Development: Identifying knowledge documentation gaps by working with shareholders; validating/testing solutions and documenting useful information, providing updates to management and team.Achievements: Promoted to Technology Service Desk Rep II in less than 8 months from joining the team; then promoted to Analyst within a year. Completed ITIL Foundations Certification in IT Service Management.TD corporate cultural involvement: Diversity Committee for Volunteerism, Pulse Action Team, US TS Rewards and Recognition – Gift Card program, TD ambassadors, and assisting in coordinating regional events – March Madness, Employee Appreciation Week, Festivus, and the TD Vendor Fair.

Procedural development, implementation, and audit preparationDevelopmental testing of software/new productsDebugging and troubleshooting technical difficulties with software/applicationsMonitoring multilevel systems: Network connectivity, applications, core banking systems, ATMSPerforming PCOMB processing and magnetic tape backupsMagnetic Tape Librarian: Creation, management and archive of magnetic tape inventories for Data Center.Achievements – Trained on all shifts, procedures and processes. Promotion to Computer Operator III - High technical knowledge of computer operations and high conceptual understanding of bank operations.

Sorter Operation: The efficient processing of checks in sorter.Quality Control: Ensuring proper operation of sorter functions. Verification of proper endorsing, encoding, imaging, and pocketing of items.Achievements: The transition of processing work on previous sorting machines to processing on current ones. The transition from a proof based to a sorter based check-encoding environment.