Kathy Leonardo Email and Phone Number

Monitor, respond, and track:- ATM network to ensure escalation of ATM problems to the appropriate vendors and to assure maximum availability to bank customers. Retain ownership of the problem until resolved.- Open systems monitoring console to ensure key banking applications and infrastructure are available to the banks customers.- Network related outages and incidents. Report issues to the appropriate vendors to assure maximum availability to the banks customers.- Daily computer operations using scheduling systems, productivity tools, and associated commands to ensure timely completion of time sensitive operations; correcting batch production work as it fails or comes to unsatisfactory conclusion.- Server room for environmental temperature, humidity, and power controls.- Other additional first level support for all operations approved monitoring.- Assisting lead operator or manager in facilitating and coordinating Significant Incident recovery efforts.- Assisting with incidents and escalation of incidents to appropriate resources.- Assisting with maintaining the Service Management policies and procedures that includes documentation on all tasks that the teams are responsible to perform.- Working with user departments, vendors etc. to resolve incidents and escalate complex incidents to appropriate resources for final resolution.- Controlling and ensuring computer room security according to established bank policies and procedures.- Providing help desk functions after core business hours and on weekends.- Operating the mainframe through the master console to ensure that the jobs are executing according to processing schedule.- Providing for a smooth shift change by adequately transitioning all activities to the next shift operator.- Participating in disaster recovery operations as requested. Performing daily media processing to support disaster recovery requirements.

GTIP1M• Manages all major incidents that have significant impact to JPMC's lines of business as part of a larger service management team. • Instigate and chair technical bridge and management bridge conference calls and assign tasks to the relevant attendees; send out the relevant reports after conference bridges and at the end of each incident• Send email communications to a wide global audience giving details of the incidents you are running with; send Executive Communications as required• Provide a command and control presence on PAC Manager Bridges, GTI management bridges, and active GTI P1 Incident Calls• Authoritatively and confidently guide P1 incidents to resolution; may be called upon to make decisions on behalf of GTI in the heat of the moment that may have production impacting implications • Provide updates on GTI-owned management bridges on current infrastructure issues and actions being taken• Attend and represent GTI on situation reviews• Review the problem management tool for lower severity issues and ensure that the appropriate focus is being given by the assigned technical team

•Document new job aids •Responsible for outage communications sent to subscribers during critical incidents with detailed information and updates •Initiate and engage the proper resources for informational or decision making stakeholder calls •Document the details of informational or decision making stakeholder calls •Establish lines of communication between change management and application or hardware support for change approvals and extensions•Distribute Business Process Impact exercises, iDrive courses, and reading material monthly to the ECC Shared Services team •Prepare Triage record with notes from the critical outage for the Incident Manager•Compare notes and communications to deliver consistent critical outage documentation•Produce review and maintain process documentation •Acts as a liaison between resolver groups and the Nationwide Production Assurance Center (NPAC)•Maintain scheduling for the Communication Center of Excellence

•Extensive experience in Incident Management Process. •Utilize Service Center Change Management Module and Change Reports to understand potential impact to the Network. •Monitor Nationwide’s 4300 + network nodes. •Engage circuit vendors to troubleshoot issues on T1, T3, OC3, DSL, ISDN lines, and AT&T UVN ring. •Coordinate field dispatches to replace faulty network equipment, and assist techs with installation. •Work in conjunction with Tier 3 support teams to resolve complex networking issues. •Interpret logs and perform configuration changes on routers and switches to isolate and resolve issues. •Assist remote users in identifying and verifying network equipment and cabling.