Nora Ryan Email & Phone Number

Cambridge, Ma, Us

Boston, Massachusetts, United States

Boston, Massachusetts, United States

Greater Boston Area

Led a multifaceted global production support team comprising of Help Desk , L2 support and non- production support in Hong Kong, Tokyo, London, US and India.

Greater Boston Area

Led a highly functioning team leveraging strong relationship building skills to successfully manage solution delivery.Driving multifaceted global production support team comprising of Help Desk , L2 support and non- production support. Driving scale and efficiency while focusing on organizational development in areas of CI/CD, DevOps and Cloud enablement. Key Participant in the Managed Service Program for EI identifying areas to drive cost reduction.Active member of the Women in Technology Special interest group (WITSIG).

New Hamshire

Led a global organization responsible for Governance & Operational support delivery. Led Brokerage Non Production Environment organization providing effective non-production capabilities. In 2016 expanded responsibilities to manage the Brokerage disaster recovery program, work intake and governance functions. Program managed organizational transformation for incident remediation, environment management and mainframe operations programs focused on restructuring the organization for 750 employees. Led environment support and infrastructure rationalization program resulting in 20% staff reduction in 100 person organization, 13% mainframe CPU reduction, 20% DASD/Tape storage reduction and 2MM in service costs. Recognized in the FI presidents circle as a direct result of this work. Managed relationships with Development, Quality Assurance and User Acceptance teams across the enterprise (Fidelity Institutional, Personal Investing, Workplace Investing, Charitable Gift Fund, and Operations Services Group) to develop and maintain agile efficient non production services and capabilities.

Accountable for the direct management of 7 US based associates with extended team of 11 associates located in India and Ireland. - Enable, motivate, direct and continually develop a committed, motivated and high-performing workforce.- Collaborate with Development, Quality Assurance and User Acceptance teams across the enterprise (Fidelity Institutional, Personal Investing, Workplace Investing, Charitable Gift Fund, and Operations Services Group).- Designing and Implementing a support model for a newly built multi-million dollar client environment.- Built Ireland team and enhanced India team to strengthen “follow the Sun model”. Integrated seamlessly with global team, reducing labor rate by 10% across a 50 person organization.- Coordinated the re-purposing of a systems integration environment which required numerous process changes with 40 teams across Fidelity to support the establishment of a release management process. This resulted in a 30% reduction of production incidents over 4 years.- Implemented and manage a 6 month internship rotation program for the past 3 years through a collaboration with “Year – Up”. Continue to mentor current and recent graduates.

Team Lead for Service Engineering, responsible for the support of multiple mainframe environments and distributed systems. Accountable for the day-to-day direction of 9 US and 7 India based associates.- Reduced turnaround time for requests and incidents by 45% through partnerships with multiple organizations across the enterprise on a platform improvement program. Facilitated this change by increasing support model from 24x5 to 24/7 across Service Engineering in US/India with existing staffing levels

Accountable for reviewing organization’s processes for efficiency, effectiveness and compliance with a view to instituting a process of continuous improvement. Responsible for the progression of multiple programs through various testing cycles in the non-production mainframe environments.- Saved 1 million dollars annually by driving staffing, operational and process changes through the elimination of non-value added steps in the change, incident and release management process. - Coordinated numerous key programs successfully through non-production environments. Program values ranged from $3 million to $10 million with between 10 – 50 resources assigned.

Greater Boston Area

Responsible for scoping, delivering and supporting multiple process improvements and automation initiatives in order to improve customer experience. Provided technical support and coordination for non-production environments.- Trained and mentored 5 team members in help desk support, .Net and SQL Server.- Managed transition from email based request management to the service request management tool HP Service Center leading to 10% improvement in the overall customer satisfaction score.