Joy Copeland Email & Phone Number

Responsible for reviewing all CCS Policy Procedure Management (PPM) IT regulations, policies, standards and processes to ensure they are incompliant with the enterprise risk polices. Assisted with the development of the CCS documentation control procedure that defines the actions necessary to provide quality and integrity management of CCS documents that are housed in the PPM application. Responsible for creating and training all CCS partners on the above process for all CCS capabilities. Developed and created the Bi-weekly reports that specified and defined cadence for all CCS Remediation Plans and CCS Findings. Review and analyze issues that are received into the Governance Risk and Compliance (GRC) department. Delegate issues accordingly to the appropriate GRC Liaison. Consult with GRC Liaisons to ensure complete documentation through the entire lifecycle process from Risk Acceptance/Remediation Plans. Once all documentation is received from the GRC Liaisons, I am responsible for submitting close evidence/package to the BURM. Collaborate with various teams within Cybersecurity to ensure the issues are processed and closed out properly. Work with the GRC Liaisons to ensure their backlog is getting worked, monthly updates are submitted and processed in a timely manner. Responsible for maintaining and distributing weekly/monthly metrics. Assist with the development of new reports as needed. Ensure all issues are kept up-to-date in SharePoint and Archer.

Wilson, North Carolina, United States

Due to title changes within the company, my position and titled was re-aligned. Responsible for reporting outages and degradations to upper management and to the regulators. Capture and analyze all priority incidents and problem across the footprint. Collaborate with the Problem and Incident Management teams to ensure all priority incidents and problems are accurately documented and reported. Construct and maintain weekly, monthly and quarterly reports that are distributed to Management, Executive Management and to the regulators. Ensure performance, application availability, and key risk indicators are tracked and monitored. I love to analyze data and find the missing pieces. I serve on the United Way Cabinet for Wilson.

Wilson, North Carolina

I am responsible for managing resource demand and capacity across the IT Build Engineering department. Assist managers in understanding the demand management piece as well as the resource management. I provide various complex reports (KPI) to senior management using pivot tables, graphs, charts, etc. I analyze these metrics for trends and document accordingly. Some of these reports are compiled for ITSLT and above. I am currently the SharePoint administrator for the Engineering department as well as the Information Security Compliance Manager. I am also responsible for the Capacity Assurance Function within Engineering which marries anticipated infrastructure/platform demand with existing available capacity to determine required infrastructure purchases and builds. I am currently developing a tracking tool used to provision against forecasted spend. Served as a team member on USWAT (Unauthorized Software Analysis Team). We monitored and categorized software that is loaded into the BB&T environment. We maintain inventory of approved and unauthorized software. All users loading unauthorized software is contacted and informed of the right processes and procedures. This group worked hand in hand with Information Security & Human Systems. Responsible for building and implementing the framework for metrics across the Engineering organization. I was responsible for rationalizing all IT applications as we build a repository of all applications within the BB&T environment. Responsible for maintaining and updating the Business Recovery plan using Archer for our department. I have served as the Project Manager for several projects within the IT Build Engineering department using the corporate PPM tools. Considered the PPM Tool Expert. Served on the Demand Intake team for IT/SPO. Design and Develop processes and procedures for IT Resource Managers for current PPM tools. Assisted with User Acceptance Testing (UAT) for the current PPM tools.

The IT Problem Management process is to ensure that all major incidents and recurring issues impacting the BB&T Production Environment are properly identified, recorded, investigated, diagnosed, and resolved. A thorough investigation is performed resulting in a Root Cause Analysis stating the cause and any prevention steps. The goal is to improve production stability for BB&T and the clients.

Provided first level technical support to internal clients which included, assisting clients with resetting passwords, any applications issues or hardware related problems. Escalated calls as needed through the Peregrine Service Center. Also provide ATM support to tech and/or the branches for any ATM problems. Morale Coordinator for the helpdesk which include scheduling events such as Employee Appreciation, Christmas Breakfast, etc. Assisted with the Implementation of the NCHD Recognition Board and the Client Service Award Program.

Greenville, North Carolina Area

Overall responsibility was to supervise one shift for processing work on IBM, HP and DEC mainframes, Customer Support Help Desk, delegate work assignments, provide shift turnover, and evaluate the performance of the junior personnel. Man the Customer Support Help Desk during the off hours. Ensure and review daily schedule for job processing through ESP job scheduler.

CA-7 job scheduler was used for processing, restarting, and containing all relevant job information including the JCL. CA-7 handled all batch processing and used CA-11/ARTS to define the job’s history along with Prose for system documentation. IBM Mainframe OS/390, which is the console that is used to control and operate system commands. Monitored AS/40 for errors.Windows NT 4.0 (SAP, Exchange, IMMPOWER, DMS, etc.) was used to detect for errors and failures among the client servers.Helpdesk was there to provide help to users when having problems pertaining to any corporate systems through helpdesk line such as, resetting passwords and general computer problems. Disaster Recovery information was gathered, implemented, and tested incase of a disaster.