Michael Norris Email & Phone Number

Wilmington, De, Us

Stuart, Florida, Us

Lead a cross-functional team to streamline the software development lifecycle, ensuringthe integration of development, operations, QA, and other stakeholders.● Manage the performance and continuous improvement of the Service Desk team,enhancing service efficiency and customer satisfaction.● Spearhead project management and Agile methodologies, mentoring Scrum Masters andProduct Owners, and ensuring successful delivery of multiple concurrent projects.● Oversee Change and Release Management, driving risk assessments, deploymentplanning, and coordination to minimize disruptions and ensure system stability.● Lead Incident and Problem Management efforts, ensuring prompt issue resolution andlong-term improvements to prevent recurrence.● Direct Vendor Management activities, optimizing supplier relationships to ensure timely,cost-effective, and high-quality service delivery.

Stuart, Florida, Us

Mclean, Va, Us

Spearheaded the enterprise-wide Data Protection Initiative for the Retail Bank, with a focus on the tokenization of sensitive human data (HSHD) both in transit and at rest, ensuring enhanced security and regulatory compliance.* Collaborated with cross-functional teams to design and implement automated tools for scanning, identifying, and remediating HSHD, significantly improving data protection capabilities and operational efficiency.

Mclean, Va, Us

Led cross-functional teams in the engineering and development of comprehensive data protection solutions across multiple platforms, ensuring the security, compliance, and integrity of mission-critical applications within the Retail Bank.* Defined and executed database strategies, roadmaps, and governance policies to optimize the performance, security, and scalability of technology systems, aligning with regulatory requirements and industry best practices.* Managed production environment applications, including system management, vendor engagement, licensing provisioning, capacity planning, strategic direction, system availability, and service quality for over 100 applications.* Oversaw 24/7 IT operations, ensuring teams met delivery targets and provided exceptional, metrics-driven service to internal and external stakeholders, enhancing the overall customer experience.* Served as the ultimate escalation point for critical IT issues and led high-severity incident resolution.* Directed IT team management, including career development, performance goals, training, mentoring, and process delegation to ensure long-term team sustainability and relevance.* Ensured adherence to corporate standards and policies while driving process improvements and simplifications where applicable.* Led vendor improvement initiatives to increase the stability and reliability of vendor-dependent solutions.

Mclean, Va, Us

Led the system administration of complex server and cloud environments (AIX, Linux, Windows) supporting critical applications, achieving 99.95%+ uptime and industry-leading system performance. Managed 7 teams focused on Software Engineering, Quality Assurance, Production Support, Problem & Change Management, and Core Banking.● Spearheaded the transition of a traditional support model to a DevOps framework migrating 114 applications to DevOps.● Led an initiative to enhance resiliency by automating and performing AWS region failovers, aligning with AMI rehydrations and driving architecture changes to meet high resiliency tier requirements.● Partnered with Product Owners and Development leadership to enhance reliability for the top 57 critical applications, implementing basic monitoring, APM monitoring, & alert notifications to improve Time To Detect and Time To Restore.● Established weekly Problem Management meetings tailored to the Line of Business (LOB), reducing incidents by 30% in 2018.● Initiated daily Change Management meetings reducing unplanned and untested changes, leading to fewer production incidents and improving continuous integration/continuous delivery processes.● Managed production environment applications, including system management, vendor engagement, licensing provisioning, capacity planning, strategic direction, system availability, and service quality for over 100 applications.● Oversaw 24/7 IT operations, ensuring teams met delivery targets and provided exceptional, metrics-driven service to internal and external stakeholders, enhancing the overall customer experience.● Served as the ultimate escalation point for critical IT issues and led high-severity incident resolution.● Directed IT career growth, including career development, performance goals, training, mentoring, and process delegation● Ensured adherence to corporate standards and policies while driving process improvements● Led vendor improvement initiatives

Oversaw the delivery and performance of the Technical Services Organization, managing keyfunctions including Production Application Support, Server Administration, DatabaseAdministration, Help Desk, and Core Banking with FIS/Profile.● Managed multiple support teams dedicated to ensuring the resiliency and stability of bothinternal and external customer applications.● Acted as System Owner for production applications, overseeing system management,vendor engagement, licensing, capacity planning, system strategy, high availability, andservice quality for over 200 applications.● Led 24/7 IT operations, ensuring teams met delivery targets while empowering them tooperate efficiently and provide exceptional, metrics-driven customer service to bothinternal and external users.● Served as the ultimate escalation point for critical IT issues, leading high-severityincident resolution efforts.● Managed all aspects of team development, including setting career and performancegoals, identifying training needs, providing mentoring, and ensuring the long-termsustainability and growth of the team.● Drove vendor improvement initiatives to enhance the stability and performance ofvendor-dependent solutions.

Led the successful delivery and performance of the Application Support Team and the CoreBanking Platform (Profile), ensuring operational excellence and system stability.● Managed multiple support and delivery teams, focusing on the resiliency and stability ofboth internal and external customer applications, while driving new business initiativesand projects.● Acted as System Owner for production applications, overseeing system management,vendor engagement, licensing, capacity planning, strategic direction, high availability,and service quality for over 200 applications.● Directed 24/7 IT operations, ensuring teams met delivery targets and provided efficient,metrics-driven customer service to internal and external stakeholders.● Served as the ultimate escalation point for critical IT issues, managing the resolution ofhigh-priority incidents.● Led the successful production launch of business-driven projects, ensuring timely andseamless delivery.● Managed all aspects of IT team development, including setting career and performancegoals, planning training, mentoring, and ensuring long-term team sustainability andgrowth.● Pioneered the adoption of Agile in 2009 and introduced Kanban implementation in 2010,driving continuous improvement in team efficiency and project delivery.● Developed and implemented a recruiting pipeline to streamline and enhance the ITorganization’s hiring process

Successfully managed the delivery of business-driven projects across multiple developmentteams, ensuring projects were completed on time and within budget.● Played a key role in transitioning the software organization from a waterfall methodologyto Agile SCRUM, working as part of a small team to implement this significant change.● Served as the primary point of contact for all SCRUM-related inquiries, guiding teamsthrough the Agile process.● Led the Daily S2 and S3 meetings across the software organization to ensure alignmentand progress.● Managed two teams of 7+ CRW and Web developers, overseeing daily activities andensuring efficient workflow.● Managed both large-scale business-driven projects and smaller IT initiatives aimed atimproving system stability.● Collaborated with business leaders to define clear business requirements and deliveractionable solutions.● Regularly communicated project status and updates to senior leadership, ensuringtransparency and alignment with organizational goals.● Established career development and performance goals, planned appropriate training,provided mentoring, and ensured the long-term sustainability and growth of teammembers

Led the successful delivery of maintenance releases with a focus on defect reduction, andmanaged the building and support of environments across Development, QA, Production, andDisaster Recovery domains.● Provided leadership and support for multiple environments, including Development, QA,Production, and Disaster Recovery, ensuring operational efficiency and system reliability.● Spearheaded the creation of new environments for homegrown applications, includingthe installation and configuration of IBM MQ Series, Apache, and Tomcat.● Represented the software organization in weekly Change Management and ProblemManagement meetings, ensuring alignment with organizational processes and goals.● Developed and implemented a business process to prioritize defects, improving velocityfrom 40 defects completed annually to over 140, significantly enhancing the defectresolution cycle.● Established a Tier III support process to streamline issue escalation and resolution,ensuring prompt and effective problem-solving for critical incidents.

● Provided CRM application development and desktop support for call centers, utilizing theEDGE out-of-the-box solution.● Collaborated with business leaders to gather and document functional requirements,ensuring alignment with business needs.● Designed and developed applications based on documented functional requirements,delivering efficient and effective solutions.● Led system testing efforts to ensure application functionality, performance, andreliability.● Successfully converted the existing EDGE application to a Java-based solution, utilizingJava, XSL, and XML for enhanced performance and scalability.● Provided Tier III support for WebSphere 4.0 and WebSphere MQ, ensuring the stabilityand reliability of critical systems

● Provided CRM application development and desktop support for call centers, utilizing theEDGE out-of-the-box solution.● Collaborated with business leaders to gather and document functional requirements,ensuring alignment with business needs.● Designed and developed applications based on documented functional requirements,delivering efficient and effective solutions.● Led system testing efforts to ensure application functionality, performance, andreliability.● Successfully converted the existing EDGE application to a Java-based solution, utilizingJava, XSL, and XML for enhanced performance and scalability.● Provided Tier III support for WebSphere 4.0 and WebSphere MQ, ensuring the stabilityand reliability of critical systems

Associate'S Degree, Computer/Information Technology Administration And Management

Associate'S Degree, Computer And Information Sciences, General