• As the Americas Regional Lead for Global Incident Management I work with the team to facilitate the investigations of production impacting incidents. Our goal is to help the technicians identify cause and implement solutions as quickly as possible.• Senior Problem Manager / P3C Problem Governance Lead - Facilitate problem investigations with senior level application leads and developers to determine root cause and to develop remediation project plans to implement permanent resolutions.• Stability Process Lead for all regulatory reporting applications which requires research and analysis of current and trending performance metrics. This information is prepared and presented to senior managers on a monthly basis, together with recommendations as to how the application teams can work to improve stability and the associated metrics.• As Problem Governance Lead, I developed a governance process with which I use to work with the lines of business to improve problem resolution processes and procedures. The goal is to improve stability by better recognizing risk associated with outstanding action items, and to improve the quality of the cause and resolution documentation so that it meets regulatory standards.• I also serve as the Co-Chairman for the Passion for the Planet – Employee Resource Group. In this capacity, I help to organize several events each year to support our local community and environment. Key community partners include St. Johns River Keeper, the Jacksonville Zoo & Gardens and GreenScape. I find this work very rewarding.

Worked with application developers, datacenter support, NOCs and various other support teams to identify and restore technology related incidents impacting the production environment. After restoral, worked with representatives from those teams facilitating the identification of root cause and the implementation of the permanent solution.• Facilitated high severity incident triage calls• Documentation of incidents, problems and root cause analysis • Tracked problems and problem tasks to completion to prevent incident recurrence• Built / maintained tech support contact lists to enable quick contact of technical resources

• Responsible for managing the Interact and Smart Lobby Application’s Level 2 Production Support Team, which consisted of 6 Bank of America onshore associates and 4 offshore contractors. • Interact and Smart Lobby are web-based applications that are used by the Personal Bankers and Sales & Service Support staff for account opening, sales and maintenance. • Incident Management – facilitated the identification and restoral of technology incidents impacting the applications.• Problem management - after restore, worked with technical representatives from impacted teams facilitating the identification of root cause and the implementation of the permanent solution.• Responsibilities included the 24/7/365 support of the Interact and Smart Lobby applications that are used daily in over 4,600 banking centers. • My goal in this role was to make Interact and Smart Lobby as resilient as possible by helping to identify and deploy efficient and effective permanent solutions to production issues.

• Responsible for managing the Merlin Teller Application Level 2 Production Support Team, which consisted of 6 Bank of America onshore associates and 3 offshore contractors.• Merlin Teller is a mainframe based application used by banking center Tellers.• Incident Management – facilitated the identification and restoral of technology incidents impacting the application.• Problem management - after restoral, worked with technical representatives from impacted teams facilitating the identification of root cause and the implementation of the permanent solution.• Responsibilities included the 24/7/365 support of the Merlin Teller application that is still used daily in over 4,600 banking centers. • In that role, I was able to dramatically reduce the open issue queue by facilitating workgroup / problem management meetings to resolve outstanding issues. • My goal in this role was to make Merlin Teller as resilient as possible by helping to identify and deploy efficient and effective permanent solutions to production issues.

Responsibilities included the initial analysis and assignment of collections/recovery production support issues and enhancements. On-call responsibilities included triage of primarily mainframe issues and outages. Focus was on the fast and accurate identification of production problems, and the efficient and defect-free installation of solutions.

Responsibilities primarily focused on the custody and control of Bank of America commercial loan negotiable collateral and the loan documentation files for the states of GA, FL and TN. Focus was on fast and efficient customer service, with a constant dedication to inventory and inventory system integrity.

I was responsible for post-closing loan documentation review for Bank of America commercial loans generated from the states of GA, FL and TN. I also worked on the Special Projects Team to confirm Doc Stamp and Intangible Tax obligations and worked to keep vault shelves clean of paid loans that needed to be archived.

Responsible for all business activities associated with this newly established used car dealership that generated in excess of $3 million in sales in 1997. I was responsible for all accounting functions and for all contractual agreements involving dealership licensing, auction relationships, floor plan financing and inventory management.

As Assistant Branch Administrator, I coordinated and monitored sales and performance activities for 29 branch locations to ensure continued deposit and service referral growth. I was responsible for many special projects including the development, testing and deployment of Shoreline Bank’s electronic bill pay product. I also participated on several task force committees including ATM placement, business continuity and branch acquisitions / placement. As Credit Department Supervisor, my principal responsibilities included the financial analysis of current and prospective customers and their ability to generate the cash flow necessary to repay a commercial type loan. I was also responsible for all off-site accounts receivable auditing, monitoring problem loans, and the generation of monthly reports on the collections/charge-off process.