Lead multiple Software Engineering managers in PNC’s Run The Bank (RTB) environment. Each manager has 10-15 employeesof Software Developers, Site Reliability Engineers, and BSA’s. Responsible for managing the change management process for each domain including break fix, standard changes, patching, andemergency changes. I have final approval for any expedited Change Request. Relationship management of PNC Banks partnership with Visa and Fiserv which includes fiscal budgeting, product management,and system stability. Risk Management of vulnerabilities in accordance with current MRA’s and regulatory requirements. Weekly meeting withmanagement to provide progress updates and timelines for each project. Available all hours to lead teams to system recovery during unexpected interruptions or outages while also communicating thestatus to my executive leadership. Partner and collaborate with Lending MIS for projects and system support.

Oversaw various teams consisting of teams of up to 20 onshore employees and an additional 80 contractors globally. Provided systemsupport through Site Reliability engineering process to rectify production issues and maintain customer data. Resolved over 20K incidents annually through effective management of system health and monitoring. Oversaw the successful implementation of automation, resulting in improved scalability, reliability, and cost savings. Maintained a Service Level Agreement (SLA) greater than 95% consistently for 3 years, exceeding the required 90% compliance. Managed a multimillion-dollar budget, including cost optimization initiatives and vendor negotiations. Fostered a culture of innovation and continuous improvement, promoting employee engagement and professional development.

Proposed and implemented workflow changes to provide more efficient customer support. Successfully converted adistributed/mainframe support model into L1 and L2 support flow with more than 400 employees impacted. Formulated systems scope and objectives relative to the organization's business plan and industry requirements. Advised executive management of operational and financial impacts related to technology changes. Analyzed the business user needs and translated them into detailed system specifications. Subject matter expert for web-based loan processing systems. Create test scripts to validate requirements. Point of contact for the Lending Business Managers. Partnered with a vendor to help create a failover site in to provide an active-active site in order to ensure credit reports were continuously available. This reduced outages and interruption to retail lending by 95% over the previous year. Reduced the ServiceNow system SLA breach from over 30% to a maintained 5% or less by adding Event Management and monitoring through Dynatrace and other eyes on glass processes.

 Managing Home Equity Originations with a large and diverse staff of employees handling underwriting for home equity loans andlines of credit. Relationship Manager with our affinity lending partners Discover Lending and American Express. Blended the National City Bank credit underwriting into PNC’s during the 2008 merger. Due diligence review and acceptance during the 2011 acquisition of RBC Bank. Merging the Raleigh RBC Operations Center into PNC Bank during the acquisition through staff and technology augmentation. Adherence and application of Human Resources policies to create a prosperous and welcoming working environment whileproviding equitable work life balance. Partner with other customer facing business groups, Credit Risk and peer lending groups like automotive or credit card to identifyand execute on strategic priorities pointed to the customer experience, revenue, asset quality, operational risk and expensemanagement. Define, measure, and implement process improvement opportunities within the consumer loan services division as well ascreate/deliver change management protocol, responsible for ownership and execution of operational risk control. Create dynamic staffing model based on incoming volume, idle/shrinkage data and expected productivity outputs Fraud detection and Mitigation.