Ken Goodwin Email and Phone Number
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Ken Goodwin is an award winning IT Executive with 25 years of hands on experience in IT and 17 years of management experience managing geographically diverse teams across the continental United States and internationally within the Banking & Financial Services, Retail and Non-Profit/Public Sector Industries. He’s a visionary strategist focused on bringing value for investment to enterprise systems, customer deliverables and business innovations. He is an aspiring CIO with a track record of improving business processes, cutting costs and inventing new ways to integrate diverse, multi-faceted IT systems and environments. Known for his ability to examine complex issues and design simple user-friendly solutions. He’s experienced in all phases of the software development lifecycle (SDLC). He has a deep understanding of industry best practice frameworks such as PMBOK, BABOK, TMBOK, Agile (Scrum, Kanban, Lean, XP, etc.), ITIL, COBIT and Six Sigma. He has exhibited natural leadership abilities as well as excellent communication and organizational skills in all positions.Board range of experience across: • Cross Functional Staff Management • IT & Business Strategy Alignment• Business Process Management• Six Sigma / Process Improvement• Agile Practices (Scrum, Kanban, Lean, XP, etc.)• ITIL / IT Service Management: • IT Service Desk Management • Desktop Support & Deployment • IT Change Management • Incident, Problem & Event Management • IT Transition Services & Design • Knowledge Management • Disaster Recovery / Business Continuity• Product Owner / Product Management • Relationship Management Strategies • Release Management & Deployment Strategies (i.e. DevOps)• Business & Systems Analysis Techniques• Project / Program/ Portfolio Management • Requirements Management • Quality Assurance & Testing Methodologies • IT Operations Management • Technology, Application & Vendor Selection & Contract Management • Cybersecurity & Data Privacy• Identify and Access Management • Cloud Computing Solutions• Digital, Consumer Mobility, Loyalty, Enterprise Mobility, Web/Portal• Enterprise-wide BI, Data Warehousing, Analytics, Big Data & Hadoop, Data Science, AI/ML• Solution Architecture, Application Design & Dev.Ken was nominated as a finalist for the Technology Leader on the Rise - Non-Profit/Public Sector category for the ITSMF Technology Leaders Award in 2022 and 2023. He was also nominated and listed on Diversity MBA Media’s 2022 Top 100 Under 50 Executive Leaders in Corporate America.
Mecklenburg County
View- Website:
- mecklenburgcountync.gov
- Employees:
- 4735
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Division Director - It Quality Services, Service Delivery And OperationsMecklenburg CountyCharlotte, Nc, Us
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It Division DirectorMecklenburg County Dec 2017 - PresentCharlotte, Nc, Us- Direct report to CIO. Provide senior leadership to the IT Quality Services Division within the IT Services Department. Responsible for the following areas: Software/Hardware Testing, Automation, Performance Testing, Test Data Management and Vulnerability & Patch Management. - Served as the interim IT Service Management Division Director from Feb 2018 – Aug 2019. Responsible for the following functional areas: IT Operations, Desktop Support & Deployment, A/V & Mobile Device Support & Deployment, Change Management, Incident & Problem Management, Event Management (Application/Operational Health Monitoring), Business Continuity, Disaster Recovery, Service Delivery & Transition, Knowledge Management and IT Service Desk.- Served as the interim Director for IT Vendor Risk Management and IT Asset Management in May 2022 – Aug 2022. Responsible for managing the interactions between Procurement, Legal, IT Compliance and Vendors to enforce compliance with contract terms, monitor performance, perform quality control, manage data and schedule performance meetings to assist in identifying and managing risk. ITAM Team actively tracked and managed 13,000 hardware assets and software assets for over 6000+ end users. Assisted with the development of the IT Asset Management training module for MeckEDU.- Develop and manage the annual operating expenditures (opex) and capital expenditures (capex) budget for the IT Quality Services Division. - Responsible for developing and articulating a multi-year technology strategic plan for IT Quality Services Division and IT Services Department as a whole.- Work with CIO to plan organizational structures that supported Agile transformations. Led the assessment of Agile and DevOps readiness to determine the scope of transformation activities needed to become fully Agile.- Executive member of the Architecture Review Board. - Acted as the platform owner for Cherwell and Solarwinds while serving as the interim ITSM Director.
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It Manager - Applications TestingDelhaize America Jul 2013 - Dec 2017Salisbury, Nc, Us- Managed multiple teams, both onshore and offshore, within the IT Solutions Delivery Division. Teams consisted of QA Portfolio Managers, Lab Support Engineers, Automation & Performance Test Engineers, Deployment Coordinators and mid to senior level IT QA Analysts located in NC, ME and India.- Managed Data QA Analysts who partnered with business intelligence and data architects to reengineer the flow of POS and Customer Loyalty data to enhance the analytical capabilities around 9B POS scans, 30M loyalty cards and 14M households. Utilized tools like Hadoop to process and store.- Provided leadership and oversight for multiple projects simultaneously supporting the Retail Applications Portfolio (i.e. Point of Sale, Retail Store Operations, Pharmacy, Digital/eCommerce, Business Intelligence & Master Data Management) for the various U.S. based banners for Delhaize Group – Food Lion, Hannaford, Bottom Dollar Foods, Harveys and Reids.- Planned, prepared and managed annual budgets for multiple areas of responsibility that included employee expense, travel, training, tools, equipment, and resources to maintain a high level of platform testing dependability and banner services. Collaborated with partners to forecast capitalized labor plans.- Worked with the IT QA & Release Management Director to bridge the gap between agile development on new projects with traditional QA practices required to support legacy applications & waterfall development programs that were still in place on certain platforms.- Developed KPI/metrics, compared against industry standards and reported QA effectiveness. Increased test coverage across enterprise applications eco system.- Worked closely with Internal Audit and Information Security to ensure that all PCI, HIPAA and Sarbanes-Oxley compliance items were addressed as part of the IT Change Management process. Interfaced with Development and IT Operation teams to get necessary data to improve change management quality and supportability. -
Vice President - Business Systems Consultant ManagerWells Fargo Oct 2010 - Jul 2013San Francisco, California, Us- Managed the QA/Testing, Systems Analysis, Tier 3 Production Support & Implementation Mgmt Teams in the Risk Operations & Fraud Prevention Services Division. Teams consisted of mid to senior level Business Systems Consultant & Systems QA Analyst resources.- Teams supported the systems used by the various RO/FPS lines of business to review account activity and high-risk transactions to prevent victim and perpetrator fraud, process check fraud and ACH claims, investigate and resolve customer disputes (fraud and non-fraud) on debit card & ATM transactions as well as all identity theft cases.- Acted as the key liaison across all functional areas, including business units, information technology and outside vendors.- Managed the functional specification design process, worked with the business to analyze their business requirements and in return, team provided technical expertise and produced functional design documents for system modifications.- Responsible for defining, developing and implementing quality assurance practices, procedures, and testing programs that address areas such as end to end test scenarios, functional and performance testing, regression testing and UAT.- Managed the delivery of production support services and oversaw the overall workflow of incidents/problem tickets throughout their lifecycle for the RO/FPS division. Team assisted line of business users with unexpected system errors, system processing issues or special project “work around" implementations if immediate programming solution were unavailable. - Responsible for building and maintaining strategic alliances, both within and outside the RO/FPS organization, to effectively influence and direct others to develop and implement best practices that would benefit and continually improve services.- Acted as subject matter expert to provide technical input and/or leadership as required on highly sensitive activities, projects, programs, strategies, quality & productivity efforts. -
Vice President - It Manager, Testing & Implementation ManagementWells Fargo Nov 2007 - Oct 2010San Francisco, California, Us- Managed the Testing and Implementation Management Teams in the Business Integration Services (BIS) Division supporting 51 eBanking (i.e. Online Banking and Mobile Banking), eCommerce Enterprise and Financial Center/Call Center (i.e. ARGO/Teller, PEGASIS, MCS, SOLD, Einstein, and BA/BC/PFC) distributive and mainframe systems. Teams located in NC, SC, GA, AL, TX, and MD.- Managed the InfoSys - QA & Testing Teams consisting of onshore IT QA Managers, onshore Project Test Managers and offshore Systems QA Analyst and Automation Test Engineer resources. Onshore resources were located in Charlotte, North Carolina and the offshore resources were located in Hyderabad and Mysore India.- Provided leadership for the following functional areas: functional/regression testing, performance testing, automation testing, infrastructure testing, test virtualization and quality engineering- Coordinated testing efforts with outside vendors (KANA, Firethorn, CheckFree, etc). Provided testing schedule and ensured testing was done meeting Wachovia standards, on time, and within budget.- Responsible for evaluating available automation frameworks/technologies, presenting solutions and eventual implementation of frameworks for all applicable software initiatives.- Evaluated and determined team’s hardware and software needs. Managed and maintained onshore and offshore Test Labs used during testing for projects impacting eCommerce, PFM (i.e. Quicken, Microsoft Money, and QuickBooks), MCS and PEGASIS applications.- Responsible for creating and sending critical statistical and performance data to project managers and executives concerning progress made within the quality assurance process utilizing the document generator, analysis reports, and graphing tools within Quality Center and Excel Spreadsheets.- Managed and coordinated the offshore training efforts for the PEGASIS, MCS, BA/BC and PFM applications.
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Assistant Vice President - It Team Leader, Ecommerce Enterprise & Ebanking SupportWells Fargo Feb 2007 - Nov 2007San Francisco, California, Us- Managed the eCommerce Enterprise and eBanking Support Teams in the Channel Development Support (CDS) Department. - Planned, organized and managed the day-to-day activities for Systems Analyst and IT QA Analyst resources supporting multiple eCommerce Enterprise and eBanking distributive and mainframe systems. - Provided business analysis, systems analysis, project coordination, and quality assurance & testing subject matter expertise for enhancement and maintenance projects for eCommerce Enterprise and eBanking applications.- Managed and coordinated the offshore training efforts ensuring that training materials was delivered and trained within the timeline created by Channel Development Support Department and InfoSys Management Team. eCommerce Enterprise and eBanking applications included Authentication Services, IZ, Auto Enrollment, FQ, Personal Financial Management Software (PFM), ODPS, Retail (OCCA) and Small Business (1SBC) Credit Card.- Primary responsibility was to increase the breadth and depth of testing and quality within the Business Integration Services Division. Secondary responsibility was to raise professionalism throughout the organization by implementing formal processes and procedures.- Participated in CDS management team meetings to facilitate collaboration, brainstorming, and problem solving on quality assurance analysis team procedural road maps.
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Officer - Business Systems Consultant | It Project ManagerWells Fargo May 2005 - Feb 2007San Francisco, California, Us- Represented the Retail Credit Origination - Business Technology Automation Team as a technical project manager and lead analyst on medium to extra large-scale enhancement projects impacting Retail Credit, Credit Card and Mortgage operations.- Worked with Program Managers and System Managers to ensure project management fundamentals were met, included managing the project plan, facilitating project meetings, overseeing resource allocation, performing project risk analysis and distributing communication.- Developed Business and Functional Requirements, performed User Acceptance Testing (UAT), regression testing, implemented changes into the production environment, performed system conversion and merger testing activities, and provided end-user production support.- Served as the primary Application Point of Contact (APOC) for system enhancement projects related to the applications used within the Retail Credit Origination department, including Application Handling (AH), PEGASIS and Consumer Operations Processing System (COPS).- Mentored junior team members on business and systems analysis techniques and project management methodology. Supervised and directed day-to-day activities for two (2) Business Systems Analysts on small to medium system enhancement projects.
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Officer - Systems Analyst | It Project ManagerWells Fargo Nov 2003 - May 2005San Francisco, California, Us- Represented Wachovia Direct Access (WDA) and the Enterprise Contact Center Technology (ECCT) department as a technical project manager and senior analyst on small to large-scale projects impacting Contact Center and Financial Center operations.- Led projects supporting ~ 2200 Financial Centers and 60 Contact Centers in the US and abroad with call volumes of over 500 million calls a year. This included the formulation of the project charter, scope, definition of the project deliverables and the required delivery dates, definition of major project milestones, accumulation of project cost and benefit estimates. - Acted as a SME for Online Banking and Bill Pay, Wholesale/Commercial, Retail (Einstein/Fusion), Sales (E2) applications, Document Fulfillment Procedures and User Interface Design.- Managed the work efforts of multiple functional resources such as Developers, IT QA Analysts, Business Analysts and Support Analysts throughout the project life cycle.- Initiated and maintained reporting relationships with project stakeholders including team members, peers, managers, customers, vendors, and other affected departments to coordinate efforts across multiple business units and ensured continuous efficient management of the project’s deliverables, gathered input and feedback. - Coordinated team efforts, assisted in application design, defined requirements, managed system events, approved the testing, analyzed performance and established procedures and training for using and maintaining the system. - Responsible for providing assistance to the technology project teams including testing services such as Test Strategy, Test Plan and Test Set/Test Case development.- Responsible for the quality assurance efforts and activities associated with the physical test environment management, managing and coordinating access to those environments, test facility management, test tool management and leadership in performance and regression testing execution.
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Lead Technical Support AnalystWells Fargo Oct 1999 - Nov 2003San Francisco, California, Us- Assisted external and internal customers with routine requests, questions, and concerns about the Online Banking and BillPay systems.- Served as backup for Team Support Leaders and Team Leaders with co-worker assistance.- Responsible for monthly activities for the department’s recognition committee, implementation of department morale improvement strategies and team diversity projects. - Participated in specialized projects to set new technological and service directions for the Web/IVR Email department. - Assisted with training new hires and cross training existing representatives on Retail, Online Banking and BillPay functionality and products. - Participated in projects to assist HR with rewriting job descriptions, management team with manager evaluations and customer excellence group with customer retention strategies. - Acted as a Subject Matter Expert (SME) for Online Banking, Online BillPay and PFM software.- Assisted with the development and management of user feedback groups to ensure that the Online Banking, Online BillPay and PFM technology platforms would enhance the employee and customer experience.- Created user acceptance testing (UAT) plans, test cases/test sets and scenarios; Coordinated UAT testing for fixes and scheduled releases, ensuring all system changes and issues resolved before moving release to production.
Ken Goodwin Skills
Ken Goodwin Education Details
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University Of South CarolinaInformation Management -
Strayer UniversityManagement
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Strayer UniversityInformation Systems
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University Of North Carolina At Chapel HillCertified Government Chief Information Officer (Cgcio)
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University Of North Carolina At CharlotteMpa Public & Nonprofit Management
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The George Washington University School Of BusinessProject Management
Frequently Asked Questions about Ken Goodwin
What company does Ken Goodwin work for?
Ken Goodwin works for Mecklenburg County
What is Ken Goodwin's role at the current company?
Ken Goodwin's current role is Division Director - IT Quality Services, Service Delivery and Operations.
What is Ken Goodwin's email address?
Ken Goodwin's email address is ke****@****ail.com
What schools did Ken Goodwin attend?
Ken Goodwin attended University Of South Carolina, Strayer University, Strayer University, University Of North Carolina At Chapel Hill, University Of North Carolina At Charlotte, The George Washington University School Of Business.
What skills is Ken Goodwin known for?
Ken Goodwin has skills like Business Analysis, Process Improvement, Requirements Analysis, Quality Assurance, Testing, Sdlc, Business Requirements, Risk Management, Business Process Improvement, Vendor Management, Test Planning, Program Management.
Who are Ken Goodwin's colleagues?
Ken Goodwin's colleagues are Hazel Dawkins, Erica Blackmon, Suber Howard, Tom Hodge, Pe, April Vance, Wanda Brisco, Brenda Shobe.
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