Joyce Mondragon Email & Phone Number

United States

• Leveraged a combination of strategic, operational, and analytical experience to define and lead strategic transformation, which included building a Support Organization • Supervise global team which included 4 FTE Lead Support Engineers, and 130 contractors, managing 52K support tickets per year• Transformed production support activities for SVB's Commercial and Private Banks, including accountability for 300+ applications serving 256k users• Demand and Financial Management, forecasting and tracking the monthly and annual department budget, assuring the budget stayed within 5% variance

• System Owner for the Online Banking Application supporting the banking needs for the 100K+ Users • Liaison between Business and Development Teams to create road maps and release schedules, assuring the proper focus was given to closure of vulnerabilities, audit and security findings • Vendor Management for the SaaS Applications which supported various product offerings • Successfully collaborated with multiple internal and external partners to implement projects that ultimately would expand the customer base by introducing different channels and marketing venues• Focus on resolving Tech Debts vulnerabilities by planning & executing mandated patch/upgrades through monthly/quarterly maintenance in production environment• Provide hands-on guidance and leadership to team; provide mentorship and promote career development

• Manages all aspects of IT projects, including project planning, execution, timing, functionality, quality and cost. • Focus on resolving Tech Debts vulnerabilities by planning & executing mandated patch/upgrades through monthly/quarterly maintenance in production environment• Works with project teams to plan, schedule, and test and implement hardware and software changes. • Acts as liaison with business partners for project status and updates. • Uses negotiation skills and influence to assure project are completed in a timely and cost effective manner.

• During acquisition chosen as a merger transition team member, facilitating conversion of all retail accounts and allowing for a seamless and transparent customer experience• Implemented and managed monthly testing cycles for statement operations and output for the Retail Accounts; testing all messages, promotional communication, inserts and letters• Lead Retail Statement operation activities, alleviating Senior Management of all monitoring responsibilities

• Managed a multitude of cost initiative projects, reducing operations cost by outsourcing print functions to a platform with proven capability, customization, growth capacity and reliability.• Vendor Management of outsource print facility, monitoring print, mail and stock issues.

• Managed a team of Project Managers and Business Analyst in multiple locations and states; all owning a minimum of three projects, while setting priorities and assuring projects were delivered on time and within budget.• Owned several 3-tier system applications; managed the trouble ticket logs by partnering with Technology to prioritize and schedule fixes based on severity of ticket and number of affected customers or financial impact.

• Key contributor of the Demand and Financial Management Team for Technology, tracking all system projects at a global level, assuring each followed the system development life cycle (SDLC).

• Program Manager for database conversion, leveraging project managers to obtain status updates on design, testing, development and implementation of assigned projects.• Partnered with technology and vendors to identify and resolve issues during project implementation and daily production, eliminating coast overruns and reduced negative customer impact.• Collaborated with the technology team to create a workflow engine using “SOA" (service oriented architecture), streamlining the application flow and reducing operating expenses by approximately 10%.