Lisa W. Email & Phone Number

Wells Fargo

• On contract at Wells Fargo. Partnered with CTO Technology leaders, project teams and enterprise initiatives to help facilitate successful execution of risk mitigation activities.
• Instituted and oversaw processes to triage, prioritize and ensure timely completion of programs such as Technology Compliance Plans, Technology Remediation Execution and Enterprise Technology Remediation.
• Provided reporting and clear and concise written and verbal communications on remediation efforts.
• Managed and tracked/evaluated performance of large scale program initiatives in a complex environment.
• Identified key issues, involve affected parties and obtain buy-in and communicated effectively through resolution.
• Built partnerships to achieve risk goals within various levels of leadership.

• Maintained the availability and stability of several critical applications. Developed and maintained "end-to-end" technical and business knowledge of assigned strategic applications. Effectively communicated current.
• Completed problem management root cause analysis of incidents to mitigate the risk of repeat issues.
• Implemented monitoring that created a persistent view of key system parameters to know when performance degradation occurs at the earliest stage.
• Implemented Raw Error Rate reporting for several critical applications, providing visibility into application performance, contributing to the achievement of 99.9% availability.

• Performed in a leadership and technical role within an IT organization that served as the integration point in ensuring overall systems health, problem resolution, and operational readiness of Optum's most critical.
• Continuously drove improvements in availability, stability, and reliability in IT infrastructure used by critical business applications.
• Monitored performance, capacity, availability, and usage metrics to ensure SLA's are being met and proactively resolve negative trending, resulting in improved stability and reduced likelihood of issues.
• Maintained system integrity by ensuring required configuration management, backup and recovery, security management and disaster recovery plans were in place and followed.

Accenture At Best Buy

• Managed handling of major IT interruptions including business communications and resolution for Best Buy. Provided timely and accurate communication updates to senior business leadership. Define approach and procedures.
• Resolved business impacts caused by high impact IT failures by quickly directing and coordinating multiple support teams.
• Refined and improved incident management processes through collaborative work with other departments.
• Supported and educated teams on incident and problem management processes by creating and updating training materials and providing classroom training.

Best Buy

Incident Management, Service Level Management, Holiday ReadinessManaged L1 Help Desk relationship. Directed Incident Management Team that included both on- and offshore resources. Oversaw Service Operations Center: staffing, training, operations, and communications. Directed process and operations of Major Event Incident Management process, including.