Joe Lyons Email & Phone Number

Geneva, Il, Us

Greater Chicago Area

• Lead initiative to align change management practices across all regions.• Developed and enforced IT change governance that reduced the number of Major Incidents by 20% 2016.• Developed training curriculum and materials, and conducted demonstrations for 200 new users of ServiceNow application in 2017.• Hosted two bi-weekly change approval board (CAB) meetings, covering for 80 changes per week, with approval authority for all change types.• Developed professional relationships… Show more • Lead initiative to align change management practices across all regions.• Developed and enforced IT change governance that reduced the number of Major Incidents by 20% 2016.• Developed training curriculum and materials, and conducted demonstrations for 200 new users of ServiceNow application in 2017.• Hosted two bi-weekly change approval board (CAB) meetings, covering for 80 changes per week, with approval authority for all change types.• Developed professional relationships with users that helped to promote compliance and resulted in outstanding data quality.• Coordinated testing of over 150 applications by 40 technicians in 4 cities following infrastructure maintenance weekends.• Adept in the use of ServiceNow from user, trainer, administrator, and perspectives. Show less

Chicago, Il

Duties included providing communications to increase the awareness of information security events within the Federal Reserve System.• Communicated quarterly to C-level management of the Federal Reserve, the U.S. Treasury Department, and U.S. Bureau of Fiscal Service the Information Security team’s successes and progress toward corporate goals.• Recorded and reported monthly a synopsis of imminent security threats and breaches across the System to C-level management.• Moderated… Show more Duties included providing communications to increase the awareness of information security events within the Federal Reserve System.• Communicated quarterly to C-level management of the Federal Reserve, the U.S. Treasury Department, and U.S. Bureau of Fiscal Service the Information Security team’s successes and progress toward corporate goals.• Recorded and reported monthly a synopsis of imminent security threats and breaches across the System to C-level management.• Moderated monthly teleconferences with 100+ Information Security managers from across Federal Reserve System. Responsibilities included establishing meeting agenda and keeping conversations in line with agenda.• Researched and produced briefings and technical reports associated with these meetings and drove the completion of system-wide action items across diverse business lines.• Provisioned and maintained critical access to applications for both internal and external customers, including key liaisons from each Reserve Bank and National Business Line.• Cleared for Secret information and granted access to Sensitive Compartmented Information based on Single Scope Background Investigation completed in June 27, 2014. Show less

Chicago, Il

Duties included developing and administering Front Range and Remedy Service Management suites which serviced over 700 employees. • Served on transition team in 2007 CBOT/CME merger and on-boarded over 200 employees into new change management system.• Wrote, directed, created, and distributed training videos utilized to familiarize users with new application and procedures.• Designed and implemented Service Request Management applications for internal customers that reduced request… Show more Duties included developing and administering Front Range and Remedy Service Management suites which serviced over 700 employees. • Served on transition team in 2007 CBOT/CME merger and on-boarded over 200 employees into new change management system.• Wrote, directed, created, and distributed training videos utilized to familiarize users with new application and procedures.• Designed and implemented Service Request Management applications for internal customers that reduced request fulfillment time by 30%.• Executed major version upgrade of enterprise Service Management suite. Coordinated all testing and implementation across several teams. This resulted in a 25% improvement in application performance and functionality.• Coordinated all aspects of enterprise Change Management implementation which allowed closer adherence to ITIL best practices, hardened production environment safeguards, better reporting, and task-assignment capabilities. Show less

Chicago, Il

Duties included providing enterprise-wide desktop support and coordinating Change Control process.• Chaired weekly Go-No-Go meeting with heads of all IT departments and CIO and with Chicago and London business partners. Guided discussions regarding proposed high-risk or high profile changes and executed final approval.• Established procedures and enhancements for change control process that reduced risk and created an enterprise-wide culture of compliance and security.• Acted… Show more Duties included providing enterprise-wide desktop support and coordinating Change Control process.• Chaired weekly Go-No-Go meeting with heads of all IT departments and CIO and with Chicago and London business partners. Guided discussions regarding proposed high-risk or high profile changes and executed final approval.• Established procedures and enhancements for change control process that reduced risk and created an enterprise-wide culture of compliance and security.• Acted as administrator to over 200 Change Management users, providing them with connectivity, training and support while maintaining access permissions.• Designed and scheduled reports for internal and external customers.• Provided skilled and courteous support and troubleshooting, monitored server activity and escalated alerts.• Guided and mentored a support team of four members. Show less

Chicago, Il

Reported to Director of Market Operations, supporting electronic trading system users, monitoring system connectivity and maintaining integrity of trading markets. Duties included: customer support, training new representatives and market procedures.• Demonstrated expertise in trading platform functionality, error trade resolution and emergency protocols. First call resolution capability was consistently recognized.• Trained and developed individual contributors to lead roles… Show more Reported to Director of Market Operations, supporting electronic trading system users, monitoring system connectivity and maintaining integrity of trading markets. Duties included: customer support, training new representatives and market procedures.• Demonstrated expertise in trading platform functionality, error trade resolution and emergency protocols. First call resolution capability was consistently recognized.• Trained and developed individual contributors to lead roles which created more specialized, responsive and efficient teams.• Developed procedures for opening, expiration and settlement which helped assure timing requirements were met and market availability and information was at the highest possible levels.• Provided support and performed maintenance on Remedy call tracking application that provided metrics on call center efficiency and individual performance of all Market Operations Specialists. Show less

Chicago, Il

Duties included first-level support of customers and knowledge of all trading floor-based technology.• Handled high volume of high-stakes calls from futures and options traders during trading which afforded customers with minimal business interruptions and quickly-expedited requests.• Created user connections and facilitated basis and connection testing for multiple order routing systems, giving trading firms multi-faceted order routing capabilities.

Human Computer Interaction

Education record

High School