Deborah Mcdade Email & Phone Number

Atlanta, GA

• Production Support Analyst, Enterprise Delivery Services 2009 – 2013Administered technology quality assurance production readiness review process within enterprise delivery services for specific portfolios. Coordinated.
• Identified and remediated technical risks proactively in collaboration with application development teams, improving overall quality of technology solutions moving into production environment.
• Produced accurate and timely monthly summary reports of Priority 1 incidents impacting production environment, providing production support managers and senior management with information impacting production decisions.
• Coordinated and executed quarterly production support all hands meetings for 200+ participants in GA, FL, VA and India, facilitating forum for management communications and teammate recognition.

Atlanta, GA

• Coordinated employee communications for multi-function print project.
• Created intranet web site and monthly employee newsletter, providing critical scheduling information to 30,000+ employees in GA, FL and VA and critical post-installation support information.

Atlanta, GA

• Coordinated with clients, management, vendors and / or application developers to resolve application issues. Documented production support processes and procedures for existing and new applications.
• Managed Unicenter Service Desk (USD) incident ticket queues, creating ad-hoc and post mortem reports for high-priority incidents.
• Coordinated with vendor (S1), resolving online cash manager / online treasury manager issues.
• Managed vendor incident tickets by using vendor’s STARS ticketing system and internal issues utilizing USD and production support database.
• Represented online banking at weekly enterprise change advisory board (ECAB) meetings, identifying proposed changes with potential impact to the online banking production environment.
• Handled payment for approved invoices, verifying payment via Oracle Accounts Payable system.

Atlanta, GA

• Provided on-call support for SunTrust Internet site. Managed incident tickets. Provided web site usage reports and created content for internal web sites. Webmaster for Consumer Channel and various departmental.
• Supported ICE and legacy SunTrust Internet web applications including Internet banking, suntrust.com, S1 online cash manager, voyager and Intranet systems as part of the support team’s pager rotation, providing 24/7.
• Managed Unicenter Service Desk (USD) tickets, completing post mortem reports for incidents impacting greater than 500 online banking users.
• Reported online banking client impact data to incident management team for outages by using Visual Sciences and Voyager SQL queries.
• Produced web traffic reports using Visual Sciences Web Analytics, adding and tracking new online banking campaigns.

Greater Atlanta Area

• Created content for SunTrust Bank corporate intranet home page utilized by 30,000 internal employees. Provided FrontPage technical support for web developers of sub-sites throughout the enterprise.
• Administered corporate intranet home page, including daily communications, corporate updates, quarterly earnings, etc., managing all aspects of online corporate communication process.
• Headed setup of new internal web sites, enforcing adherence to corporate style and security standards.
• Provided technical support for move of 200+ Intranet sites from servers in VA to the Atlanta Data Center, increasing server stability and disaster recovery.

Atlanta, GA

• Developed Intranet presence for Enterprise Information Services Technology Operations.
• Created a consistent look and feel for department and sub-sites, establishing effective intranet identity.