Effectively manage all Major Incidents that have significant impact to firm's lines of business within a larger service management team. Representing the firm and ensuring that technology and business team members are involved only for valid critical incidents that have a clearly defined business impact (financial, regulatory, reputational, fiduciary).

LifeSmart Education (LSE) is a nonprofit organization. Our mission is to help underrepresented youth with transformative education that empowers, motivates and encourages them to become global citizens.

Responsible for Fiserv’s enterprise risk management programs. The programs consist of business continuity planning, incident management, risk assessment, PCI and regulatory compliance, insurance, and information security across all Fiserv business units and support departments. Coordinate and facilitate the response of high-impact exposure cases by gathering the appropriate resources throughout the enterpriseEvaluate the facts of cases to determine the best approach to resolution. In addition, documenting escalated incidents in ServiceNow case management systemWork consistently with corporate attorney’s on cases to protect the attorney-client privilege in writing or email communications.

Subject matter expert in a highly visible role that delivers high-quality and impactful client communications, manage projects and responsible for preparing reporting for executive management. Provides day-to-day guidance and leadership of staff and serves as a key lead to projects for internal and external stakeholders.Key Achievements:Led the development and implementation of Fiserv’s first-ever technical communications playbook, which resulted in streamlined processes and collaboration between IT and the business. Recipient of IT executive award for successfully leading technical communications for the PeopleSoft 9.2 upgrade and platforming program for the organization.

Successfully designed, implemented and trained Mettler Toledo global clients with dispensing and formulation software systems. Also, managed tasks with successful deployment of software systems and solutions for MT’s Consultative Systems and Services group.

Coordinate teams in the restoration or resolution of major incidents. Utilized strong analytical skills, problem diagnosis, and trend analysis to measure progress towards organizational goals.Key Achievement:Established post-implementation reviews for all projects, allowing for immediate visibility and resolution towards recurring issues.Instrumental in the design and execution of various Service Improvement Partnerships with various business and support units to improve service deliveries on technical support requirements.Responsible for researching, evaluating, and identifying replacement Incident Management tool with primary focus on incident/problem management and service request process improvements.

Provide expert technical frontline support services to provide optimal IT solutions based on business requirements. Provides and responds to the needs and questions of customers concerning their applications, equipment and access.