As a Technology Services Consultant, I am responsible for partnering with IT support groups across the Nationwide Enterprise to deliver secure technology solutions. My focus is helping teams support and maintain applications and infrastructure across all environments through fulfillment of ITSM processes. I collaborate with individuals across many professional roles, including Technology Application Developers, Information Risk Management, Project Managers, and Technology Leaders to execute tasks and contribute insights and recommendations based on operational observations and end user needs/requirements. My strengths in this area include data driven decision making, driving moderate to complex processing improvements through optimization and enhancement efforts, and implementation of new operational features and functions. I am also skilled in organization and delivery of operational data and accompanying trend analysis and insights for improvements.

As a Release Manager, I currently worked with the Enterprise Internet & Mobility business solution area. My primary role included organizing and implementing high impact objectives and product modernization projects. I supported seven different build lines for all digital products, including Nationwide.com. I was also primarily responsible for the release deployment of the flagship mobile application (Nationwide Mobile), as well as multiple other mobile applications in pre-production.Other responsibilities included identification and development of continuous improvement initiatives, automation, and communication of all activities within the department.

In this role, I act as the front face of Infrastructure and Operations Run for the Nationwide Bank Business Solution Area (BSA) and Document Solutions technical tower. I am responsible for data analysis and development of key metric targets, and report progress in monthly Operations Reviews with key leadership. I am engaged in ITSM process uplift through participation in the Incident Process Operation Team, providing key process change updates to my areas. I work on high impact major incidents both on and off hours, providing business impact statements for key stakeholder communications, acting also as a point of escalation when needed. I facilitate and participate in root cause analysis meetings in the Problem Management space. I ensure timely completion of Service Level Management reviews for all applications within my areas.

I conducted moderately complex information risk management assessments and presented results to management to ensure visibility of significant risks. In this role I coordinated with other risk management functions throughout the organization for appropriate impact analysis. I interfaced with the user community to understand their information risk needs and requirements, as well as develop, recommend and enhance information risk management policies and standards, including controls, processes and procedures to ensure that information is protected and available to the business in a timely fashion. I identified and conducted moderately complex audits and assessments of information risk business practices, violations and infraction, as well as technical analyses functions to ensure all applicable information risk management requirements were met. I analyzed moderately complex incidents, events and violations employing statistical and trend analyses and report results, and developed corrective action plans. I was responsible for the engineering, planning, design, implementation and testing of moderately complex enterprise information risk management technologies. I assisted in establishing the framework for the Nationwide and/or business line's information assets through architecture, risk policies, standards, certification and technology. I provided integrated systems planning and recommended innovative technologies that enhanced the current information risk management systems and supported overall IT goals and strategy.

At Nationwide, I utilized written communication to concisely and expeditiously convey information regarding ongoing IT incidents to approximately 8,500 Nationwide associates and contractors whose IT operations reside within Nationwide Financial, Nationwide Insurance, Allied, Customer Service, Billing, Enterprise, and Harleysville. I oversaw my team’s Quality Analysis program, focusing on exceeding team goals by providing value-added feedback as well as improved process documentation and learning opportunities to team members.

At Momentive I was responsible for Customer Master Maintenance for North America and Asia Pacific, as well as routing and recording of inbound inquiries for North America and Latin America for the Epoxy, Inks & Adhesive Resins, Coating Resins, and Forest Products divisions. I also provided Tier 1 technical support for the Epoxy Division, as well as sample processing. Other duties included product stewardship correspondences, MSDS distribution, and general office administration.

At UPS I was responsible for monitoring and maintaining General Ledger accounts on a monthly basis. I was also responsible for all cash receipts for the entire office. I was also part of a group within UPS that balanced and maintained the Employee Net Pay accounts and worked closely with Citibank of Delaware. I was a member of the Employee Relations Index Committee and the United Way Committee.