Manages a portfolio of Information Security and Asset Protection initiatives.

Control Self-Assessment and Vendor Management Lead for a domestic and off-shore engineering organization responsible for delivering firm-wide Voice and Digital (Social Media) servicing channels. Identify control weaknesses through self-assessment and design/implement remediation strategies for new and existing Voice and Social Media applications. Utilize JPMC third-party provider oversight, governance and compliance practices to manage various partners including Genesys, Salesforce.com, Sprinklr, and Nextalk.Key Achievements• Architected/executed a 4-track Audit Preparation Program that enabled the ECCS (Enterprise Contact Center Services) Intelligent Call Routing team to self-identify 30 new issues and plan for remediation ahead of the 2014 Internal Audit which resulted in a satisfactory rating• Partnered and negotiated with Digital Marketing, Public Relations, and the Social Media Servicing Teams to develop and implement enhanced control processes in order to remediate high risk Audit Issues in the Social Media Space• Established standards and best practices used by IT Control Assessors for continuous control assessments and delivery of remediation plans• Achieved Satisfactory rating on 2014 Social Media Audit Exam & Social Media Servicing Follow-up Audit • Significantly increased the maturity of the risk management framework within ECCS mitigating risk exposure across multiple critical applications by managing the timely delivery 400+ remediation plans• Ensured the launch of a Firm-wide Social Media solution was SFTS (Secure From The Start) through early assessment, vendor engagement, and aligning key risk-based deliverables & tasks to the project schedule• Designed/implemented a technology knowledge-share program (ECCS Education Series) for ECCS employees and LOB partners covering 14 technology sessions serving 1600+ participants

Responsible for the delivery of contact center technology solutions (IVR/Call Routing/Predictive Dialers/Call Recording) supporting multiple business partners across the organization. Managed full software development lifecycle projects in a fast-paced environment with high expectations to consistently deliver on-time, within-budget, and with 0 defects. Key Achievements• Managed/delivered the largest intelligent call routing platform conversion in the industry (Geotel to Genesys). Project was highly visible and presented significant operational risk to an environment responsible for routing 400M+ customer calls annually - Senior Management described the implementation as “flawless”• In addition to project delivery, I was chosen to assume the following lead roles: o Business Continuity Coordinator o Demand Management Lead o Risk Management Lead• Architected/executed OP-EX reduction program that identified $2.2MM identified savings/3K+ reduction of hours

Guided and influenced team of 5 Application Developers to create, unit test, and maintain source code aligned to Technology Roadmap, Code Quality Standards, Security Standards and Firm Development Standards. Provided 24X7 production support and was responsible for delivering prompt resolution to complex issues, facilitating root cause analysis, and continuous process improvement.Key Achievements• Lead the migration of IVR infrastructure from an In-House to a Managed Services model reducing TCO (Total Cost of Ownership) by $1MM+ annually• Implemented code peer reviews and enhanced testing processes that reduced defects and increased speed to market • Identified/Implemented an automated proactive monitoring and alerting solution (Hammer) that led to significant reduction in IVR downtime• Delivered numerous SDLC projects to enhance the customer experience and increase self-service resolve rate