Responsible for all Information Security and Technology

Supported the Incident Response lifecycle by assisting to triage events of potential incidents and establish root cause of findings• Revised and updated documentation regarding root cause analysis and problem management for security incidents• Evaluated information to determine compliance with standards

Assist with development and enforcement of Enterprise Business Continuity and Disaster Recovery policy and implementation.Perform development and administrative functions within Archer e-GRC suite to support IT-GRC activities.Provide Governance for acquired affiliates as they are transitioned to Vantiv standards, policies, and procedures.Support the integration of the IT Risk Management practices into key Information Technology and business areas.Support the resolution of Internal Audit, Compliance, or Risk Management related issues that could impact the confidentially, availability or integrity of data or processes.Support and enforce compliance with applicable regulations and control standards, which include, but are not limited to the following: PCI DSS, FFIEC, SAS 70 / SSAE16

Lead the service restoration process by managing the incident conference call. Ensure that the appropriate resources are engaged from support organizations, escalate as required, keep the restoration efforts focused on restoration, and send notifications to leadership. Refined and continuously improved Incident Management process for IT Command Center usagePrepared and updated Business Continuity Plan for the Command Center.

Served as single point of accountability for production support in global help desk/contact center environments with end to end responsibility for Problem, Change and Incident Management for fifty-nine contact centers internationally.Engaged for all client impacting incidents (Severity 1 and 2). Managed the incident conference call by ensuring that the appropriate resources are engaged from support organizations, escalate as required, kept the restoration efforts focused on restoration, and send notifications to leadership. Coordinated the investigation into the Root Cause of the issue with the technical teams and vendors. Documented each incident to include timelines, actions taken, participants, root cause, and action items assigned to business or technical resources.Owned Change management process including managing the changes, gather approvals, and communicate any changes affecting the production environment. Created, documented, and maintained the support processes for all clients. Ensured that documentation was in place to support new business implementations, transitions, and enhancements. Also responsible for identifying the business and technical contacts needed to support each

Managed daily operations of a leveraged service desk, providing global support for over three hundred applications. Performed project management role for global work moves into and out of site. Managed team of forty-four direct reports and ensured adequate staffing was present on a daily basis to meet contractual metrics. Addressed personnel issues to include all disciplinary actions. These actions include: coaching and development, salary planning, issuing corrective action, hiring as well as terminating employees.Interfaced with clients on a daily basis to address performance issues and concerns.Identified and implemented cost savings measures resulting in annual savings of seven hundred fifty thousand dollars.

Single point of contact between the Helpdesk Organization and multiple clients. Ensured that the helpdesk met the clients' service delivery expectations. Facilitated meetings with clients and account team members as required. Interfaced with CDEs and CDMs on a daily basisProvided reports and billing information to account teams and clients on a monthly basis.Addressed support issues to include escalation to the proper leveraged support teams. Tracked escalations for resolutionIdentified training gaps in support processes and worked with Operations and support staff to provide training to resolve. Validated processes for completion.

Held accountable for profit attainment, financial and operational planning, payroll, and employee performance.Ensured that account/s exceeded contractual service level agreements on a daily, weekly, and monthly basis.Managed the daily activities of an internal leveraged helpdesk providing global support to EDS employees. Implemented five new clients for the helpdesk before migrating it to Mumbai, India. Interfaced with multiple clients on a daily. Ensured help desk agents were adequately trained to support all applications supported by the helpdesk. Resolved client escalations to both the customer and client's satisfaction.Implemented the center's only web-based interactive technical support project. Initial project launch consisted of twenty agents. Increased headcount by four hundred percent to handle a seven hundred forty-eight percent increase in volume during the project's first year of operation. Spoke with client concerning service level, volume, trends, agent performance, etc., on a daily basis during ramp-up of project.Developed and maintained custom reports for internal and external clients. Tracked and submitted requested data to customers on weekly and monthly basis via customized Excel spreadsheets and forms. Also designed Excel reports for other groups within the customer interaction center.Compiled and reviewed call arrival pattern data. Optimized scheduling of current and future headcount based on historical patterns of call arrival in half-hour increments and forecast of future volume.