Debra Shaw Email & Phone Number

Chico, California

Telecommute

Enterprise Mid-Range Patching & Currency Governance. Managed small team of data analysts providing data analysis, reporting and dashboards used by executives and LOB technical teams/risk managers to view and assess security vulnerability exposure in the mid-range server infrastructure. • Reporting: Daily, Weekly, Monthly, EOY and ad hoc reporting using various data sources. Created decks (20+.ppt slides) for weekly status calls presenting enterprise status broken down by LOB for various patching work streams. Created weekly/monthly iCTO NPT reports and decks(.ppt).• Vertical & Horizontal Communication: Communicated effectively across all levels of management. Facilitated two weekly Patching Status calls, one with executives and senior technology leaders and one with LOB tech teams and risk leads. Held patching teams accountable for past due patching and remediation. Hosted weekly NPT (Not Permitted Technology) Governance calls with iCTO NPT Coordinators. • Risk Management: Collaborated with application owners and server support teams to remove or update NPT (software/hardware). Responsible to document identified operational risk required to initiate risk management processes for identified audit issues: SIAI (Self Identified Audit Issue), AIAI (Audit Identified Audit Issue and RIAI (Risk Identified Audit Issue).• Process Improvement, Cost/Risk Reduction: Led efforts to: (1) move manual data analysis and reporting to Tableau (process improvement/cost reduction) (2) Increased the percentage of midrange servers with documented maintenance windows (RMWs) from 65% to 96%- RMWs are required to implement the in-house developed automated scheduling and deployment tool for midrange servers. • Cross Functional Collaboration: Participated in end user requirement documentation and user acceptance testing for proprietary NPT software development and release. • Team Leadership: Held weekly team meetings and individual 1 on 1 calls with team members

Telecommute

Enterprise Desktop Vulnerability Management (Individual Contributor): Responsible for mandatory security patch and s/w oversight/compliance. Held weekly status meetings with all teams responsible for desktop patching and security s/w distribution to review current vulnerability exposure in the windows desktop environment. Identified and managed risk associated with desktop security updates. SME for change and problem management. • Published weekly status meeting agenda/minutes with detailed documentation on issues/resolutions and testing results discussed and reviewed during call (SharePoint). • Sent weekly email reminders with upcoming patch and security software testing and production due dates • Maintained patch and security update release calendar. • Maintained database of patch documentation which included POC results, release dates, lob testing results, issues and resolutions. • Maintained JAVA testing and deployment readiness database. This included the applications (with point of contact) that had previous interoperability issues after implementing JRE/JDK updates. • Coordinated JAVA testing and managed risk for 15 to 20 applications, assisted application owners with exception process when needed. • Risk Management: Identified and documented risk associated with changes to Microsoft vulnerability patch release packages. • Change and Problem Management SME for Deployment and Maintenance Operations (DMO) • DMO SME for Office 2013 Implementation and Windows 10 project.

Telecommute

Managed team responsible for software release/distribution to Consumer LOBs (Contact Centers, Card Services and CRE), LOB application and security patching POC/UAT testing and distribution. SME and project lead for contact center desktop build/platform engineering, s/w release deployments and contact center expansions.• Client Relations: Created a customer-focused work environment, ensuring all decisions and actions are driven by and focused on the customer and ensuring the technology strategy supports it. • Vertical & Horizontal Communication: Communicated effectively across all levels of management and technical expertise. Facilitated meetings and workgroup sessions with team and business partners across the organization to discuss on-going project activity, process improvement and risk issues.• Risk Management: Evaluated and identified potential risks associated with software implementations impacting the contact center desktop environment.• Change Management: Led the effort to implement enterprise change management in the contact center and CARD desktop environment. Trained and coached DMO and LOB teams in change management tool. Represented DMO and LOB change requests at weekly Change Approval Board (CAB) calls.• Service/Operational Level Agreements (SLA/OLA): Maintained Service agreements to adhere to business partners’ deployment specification and to improve communication and transparency around release activities.• Team Building & Team Leadership: Remotely managed a team supporting multiple platforms and lines of businesses. Responsible for coaching, career development and performance management. Awarded bonuses and raises based on associates’ accomplishments.

San Francisco, California

Responsible for all change to Contact Center desktops-- software distribution coordination, build standardization and process management. Subject matter expert for all Contact Center and Merchant Services projects, implementations and transitions. • Line of Business Acquisitions: Merchant Services technology (infrastructure) SME for the NPC transition. Deployment and desktop platform Lead during the MBNA merger transition. Led integration planning and implementation activities, deployment strategies, developing and streamlining process procedures and ongoing evaluations for continuous process improvem • Joint Application Design: Technology SME for Merchant Services JAD sessions. Contributed to business & technology requirement documentation for Merchant Services projects. • Client Relations: Created a customer-focused work environment, ensuring all decisions and actions are driven by and focused on the customer and ensuring the technology strategy supports it. • Vertical & Horizontal Communication: Communicated effectively across all levels of management and technical expertise. Facilitated meetings and workgroup sessions with team and business partners across the organization to discuss on-going project activity, process improvement and risk issues. • Team Building & Team Leadership: Managed a team supporting multiple platforms and lines of businesses. Responsible for coaching, career development and performance management. Awarded bonuses and raises based on associates’ accomplishments.

San Francisco, Ca

Managed a team of System Engineers for Merchant Services. Supported the Merchant Windows and Novell Server environment, directory services, remote user access and LAN/WAN. • Project Technical Lead: Led the migration from Novell to Win2k for servers, clients (8 locations) and proprietary homegrown applications. Also led Merchant Services data center build out/move and LOB office/operations move (1 S Van Ness to SFDC).• Joint Application Design: Technology SME for Merchant Services JAD sessions. Contributed to business & technology requirement documentation for Merchant Services projects.• Client Relations: Created a customer-focused work environment, ensuring all decisions and actions are driven by and focused on the customer and ensuring the technology strategy supports it. • Team Building & Team Leadership: Managed a team supporting multiple platforms and lines of businesses. Responsible for coaching, career development and performance management. Awarded bonuses and raises based on associates’ accomplishments.

San Francisco, Ca

Supported LAN/WAN and Novell/Wintel Server environment for Merchant Services. Also provided Level 2 and 3 desktop support. Subject Matter Expert for all technical projects for Merchant Services.Technical lead for Merchant Services network integration with BARONET (Bank of America Network), migration from token ring to ethernet at 8 Merchant Services locations.

San Francisco, Ca

Supported LAN/WAN and Novell/Wintel Server environment for Merchant Services. Also provided Level 2 and 3 desktop support. Subject Matter Expert for all technical projects for Merchant Services.

LAN/WAN Admin-- Novell/Wintel server Admin-- Help Desk

Education record

Mcse, Microsoft Certified Systme Engineer- Certification

Certified Itil V3 Foundations For It Service Management