John Sheridan Email & Phone Number

Chicago, Illinois, United States

Chicago, Illinois, United States

Technical product manager responsible for custom GRC module in ServiceNow that calculates risk scores for technical standard exceptions. Data analytics manager responsible for custom reporting using servicenow, snowflake, tableau and quicksight.-Created risk data product and analytics division for enterprise exceptions management program that governs the technical exception management process for operating outside of defined technical standards per the Information Security Policy, Enterprise Architecture Policy or Technology Operations Policy.-Created interactive summaries aggregating exception volume and risk across 7 lines of business, 2000+ applications and 400+ accountable executives. Summaries use complex 30+ page sql queries, CTE for record lineage/recursion and calculated attributes for program governance activities. Custom permissions segment data to display authorized content to the logged in user via row level security.-Constructed requirements, roadmaps and architecture documents outlining features, enhancements and system/platform capabilities to improve data durability, lineage and data management. -Created risk scoring sensitivity analysis enabling observation of impact radius for proposed scoring changes. Migrated organzation from spreadsheet inventory to CMDB based system of record for SSO attributes via custom workflow.

Richmond, Virginia, United States

Data Management Manager (Data Storage, Standardization & Protection)-Analyzed snowflake data pipelines post cloud migration focused on cost and usage. Analysis led to elimination of unregistered data usage risk, deletion of 1000+ data views and $2M in annual cost savings. -Led data lake storage optimization initiative saving $12M annually. Analysis mapped application data producers to storage footprint, logging pattern, usage, and value. Analysis led to enterprise adoption of AWS Intelligent tiering across the organization with substantial cost savings-Led analysis of 700K+ registered Capital One data assets to identify assets for Field Level Protection hardening. Analysis identified possible highly sensitive fields that required tokenization to eliminate data risk.-Established a data steward council to enhance data management policy enforcement.-Analyzed customer transaction log structures and created MVP enterprise log schema.

Richmond, Virginia, United States

-Created compliance reporting delivered to the Board during technical response activities during 2019 cyber breach. Dashboards and reporting models were constructed using complete cloud infrastructure scans executed in 2 hour intervals inventorying 700K+ unique infrastructure objects. - Led least Privilege program that identified and removed administrative permission from 80% of company personnel (15K+ resources). Constructed the data set and reporting architecture used by first and 2nd line risk managers to evaluate and decision if persistent elevated access was required.

Chicago, Illinois, United States

Program Manager| Cloud Migration 10/2016 -11/2018 -Inventoried board reported Critical Customer Transactions and coordinated migration from Teradata to Snowflake. Prepared monthly transaction performance reporting employed within Technology leadership and Enterprise Risk forums. - Led first team in company to successfully migrate a business process and data dependencies to a tech stack operating 100% in the cloud. - Supported the Global Finance business unit’s migration of general ledger to AWS.- Scope included granular data discovery exercises to isolate reporting, processes and business process consumption of data. Assessments evaluated both downstream and upstream dependencies for producers and consumers of data assets.

Chicago, Illinois

Responsible for IT performance reporting and enterprise risk management reporting. Accountable for the delivery of performance dashboards and visualizations employed at Board and Senior Executive level briefings.Conducted internal discussions to establish a common metrics framework. Designed, implemented and managed IT metrics program. Directly sourced data required to generate framework deliverables and metrics / key risk indicators. Improved data quality by performing extensive data cleansing against highly de-normalized data sets from multiple IT owned systems.Responsible for the generation of key performance indicators aligned to enterprise critical success factors. Delivered process performance metrics that directly align with IT & Infrastructure strategy. Communicated meaningful performance results and insights with candor.Designed scalable, efficient and repeatable reporting solutions using multiple reporting technologies, including tableau and crystal reports. Led effort to reshape key risk indicator reporting from a quarterly function to a monthly deliverable improving visibility into risk profile.Facilitated monthly leadership meetings to review operational performance and identify continuous improvement opportunities. Developed and outlined process and system improvements focused on data normalization, optimized data collection and data architecture to enhance reporting capabilities.Performance management responsibilities encompassed the following domains/processes: Vendor Management, Demand Management, Enterprise Risk Management (KRI’s), IT Service Management (I/P/C/R), Vulnerability Management Program and Enterprise Project Management.

Greater Chicago Area

Owned, managed and improved the Global Incident Management process across seven distinct operating companies yielding a 29% reduction in incident volume. Re-engineered service level structure to embed automated application escalation procedures supporting and enforcing service level attainment.Chairman of Remedy Advisory Board, served as lead business liaison to all brands consuming the ITSM application. Vetted enhancement requests associated with 5 application modules to ensure alignment to strategic application roadmap.  Served as primary conduit joining business stakeholders and technical resources. Translated business needs into detailed actionable requirements for application tailoring, development and/or configuration.  Worked as internal ITSM implementation consultant and developed Remedy data architecture. Developed a multi-tenant solution that addressed all required foundation data within the Remedy platform, eliminating $200K in consulting fees. End state design established a framework allowing for consumption of a consistent toolset globally with zero implementation cost for any future acquisition. Developed organization’s first ever automated metric models aligned to IT hierarchy in support of strategic organizational objectives. Reporting solutions spanned multiple ITSM disciplines including: Service Desk, Incident, Problem and Change Management. Reporting Models drill down 5 resource layers and provide all leadership layers with granular individual contributor level performance across any range of dates.Analyzed 24 months of historical company data to redevelop global product framework applied to all operating companies.Consistently served as lead resource for analyzing large volumes of data and developing subsequent metrics for both IT and internal business units. Data sets analyzed included Human resource data and Job scheduler data.

Greater Chicago Area

Developed a three phase plan for implementing standards across the organization based on the ITIL Framework. Oversee the design and implementation of new processes and technologies focused on delivering customer services more efficiently and effectively.-Developed a roadmap for the implementation of ITIL across the IT and Human Resource Organizations.-Designed, managed and executed a 10 month, $800,000 program to align the organization to the ITIL framework. Specific processes implemented include Service Desk, Incident Management, Major Incident, Problem Management, Change Management, and Configuration Management.-Identified key ITIL processes and procedures and customized them for use by non-IT groups within CPS, which led to significant improvements in delivery of services and improved customer satisfaction.-Responsible for the implementation of technologies including HP Service Manager 9, Configuration Management Database (uCMDB), and a number of system interfaces which improved the ability of the organization to provide better and more cost effective service to its customers.-Defined consistent organizational OLA structure, thereby increasing accountability to service delivery and service support teams.-Hired and managed a team of consultants who implemented a new version of HP Service Manager across the organization.

Greater Chicago Area

Promoted to a brand new strategic role concentrated on making the organization more customer-focused. -Developed analytical models which provide management with the capability to understand organizational performance and to enable them to make resource and budget decisions-Defined reporting and analytics best practices employed in the development of strategic goals for the organization.-Developed performance reporting for department consisting of 200+ employees distributed across five primary divisions focused on service support and service delivery performance.-Designed and implemented balanced score card model adopted by 4 service delivery organizations representing more than 800,000 customer contacts annually supported by 50+ customer service representatives.-Provided business units with insight into operational activities through defining and translating business/ reporting requirements into detailed and actionable reporting.

Greater Chicago Area

Led effort to improve operational efficiency and customer focus by analyzing existing processes and then implementing change.-Served as change agent for improving underperforming service delivery teams, resulting in a 30% increase in productivity within 3 months. -Served as subject matter expert and project manager in improving customer service and service delivery operations for Illinois’ second largest employer across five business units within CPS.-Developed, implemented and enforced operational policies, procedures, performance metrics, KPI’s and CSFs’ for organizations based on industry best practices and on-going customer satisfaction surveys.

Greater Chicago Area

Promoted within 4 months from Service Desk Analyst to Service Desk Manager. -Directly responsible for managing customer focused service delivery within the Chicago Public Schools via the service desk, a $3.6 million dollar program supporting all district personnel, approximately 45,000 customers while maintaining a 91% customer approval rating.-Managed the work activities of internal teams and vendor support teams in a high-paced, high stress environment for more than 650 Chicago Public Schools facilities. Orchestrated daily activities of service desk by leading and directing 16 internal resources and 30 outsourced resources.-Designed and developed functional and technical requirements for the implementation of Peregrine Service Center ticketing system.-Acted as technical writer authoring operational manuals for service management tool and trained 150 staff members on tool usage resulting in cost savings of $100,000 to district. -Managed the development and implementation of a first ever service desk knowledgebase for the organization.-Authored service desk quality assurance process focused on process adherence, incident routing accuracy and documentation requirements. Manage staff of 16 analysts to ensure professionalism, operational procedure adherence, incident ownership and customer service excellence; provided feedback, training, and/or corrective action for technical staff based on job performance.

Greater Chicago Area

Hired out of college as a Service Desk Analyst.-Provided members of the Chicago Public Schools Organization assistance with various PC related issues, including connectivity issues, application support and telephone support.