Paul Eubanks Email & Phone Number

Prosper, Tx, Us

San Antonio, Texas, Us

Responsible for leading DevSecOps and Quality Engineering services for the P&C IT organization. In this role, I partner with all of our P&C delivery domains and enterprise teams to drive improvements in our DevSecOps capabilities for all engineers and continue work to scale quality engineering with automation, standardization, governance and DevSecOps practices across the portfolio.

San Antonio, Texas, Us

Executive IT leader responsible for Insurance Agency, ASC, PNC Mobile Application Development, Small Business Insurance (SBI) Digital and P&C Omni channel. In this role, I focused on growing self-service capabilities across channels to create exceptional Omni channel experiences and the modernization of Agency technology solutions in order to improve Agency distribution sales and service capabilities that enable front line employees and eliminate member friction.Key Accomplishments• Successfully delivered major business initiatives while reducing operational expenses (~20%) across Agency, ASC, Mobile, and SBI. Major deliverables include: Advanced Sales CRM + Day 2 Capabilities, Retirement of legacy systems to complete the Agency Modernization journey, SBI state expansion for BOP, GL, CEX and rollout of SBI InLand Marine, modernized PNC native app pages for Policy Summary including - Auto, VPP, SBI, and implementing modernized servicing capabilities for Claims roadside assistance, Auto ID Cards, Claims Communication Center.• Developed starting point approach for PNC Omni channel strategy to create exceptional experiences agnostic of channel.• Established a coalition across CIO, CTO, CCT with the goal to elevate Agency distribution sales and service capabilities for front line employees and reduce member friction when switching channels by integrating CTI technology directly into a Sales CRM. The group evaluated several optimal solutions, scoring multiple dimensions (cost to build/maintain/integrate, time to market, user experience, risk, business agility and capability) to identify solution fit and decision.• Improved operational health of PNC IT by 13% - established key performance indicators for PNC IT operations with health thresholds, operationalized their usage as part of Monthly Business Review (MBR), drove and oversaw improvement through 2023 moving from a starting point of 24% of KPIs in unhealthy ranges to only 11% in unhealthy ranges by EOY.

San Antonio, Texas, Us

Leader of leaders role, led the modernization journey for the P&C Insurance Communication System across USAAs Insurance portfolio. My org is delivering capabilities to support the document and communication needs for USAAs Claims and Policy transformation journeys – together making up the largest and most complex transformation journey in USAAs history. In this role, I was head of a large software delivery organization consisting of 23 development teams, 3 O&M teams, 1 DevOps team, 3 QA teams and 6 direct reports (combination of IT Directors and IT Managers). I had oversight for 100+ engineers and support staff along with 240 third party. My overall responsibility included instilling org culture, creation a connection to our mission and membership, driving results through others to achieve aggressive business transformation and IT modernization outcomes, developing exceptional talent, and providing transformational leadership to guide USAA forward to what a modern technology shop and platform look like. Key AccomplishmentsDelivered strong business results for major modernization milestones year over year with high quality.Key Results: PICS adoption grew rapidly across PNC IT. Serving out over 800 different communications (Email, Text, Postal, Digital, ESign) across Auto Insurance, Billing, Dividend & Subscribers Accounts, Umbrella and Claims. As PICS rolled out, new processes, technologies and roles (SRE, DevOps) were stood up to build in high quality and availability resulting in no Major Incidents (MIs) and defects staying below SLOs (25 High + Med).Effective forecast and management of organization financials to w/in 3% of governance.Key Results: Established and oversaw 5 year $150M financial forecast to execute modernization journey for PNC Insurance documents. Established and oversaw 5 year $15M O&M financial plan moving from starting O&M budget of $500k to $4M in 2022. Managed yearly budgets ranging from $19M-$30M to w/in 1% of plan.

San Antonio, Texas, Us

As the site lead, I provided leadership for the PNC Plano office in cross-organizational culture building, built trust and shaped collaboration towards common goals across Plano PNC leaders, connected Plano PNC organizations back to executive management in San Antonio, and accelerated maturity of the Plano PNC office and its leadership team. Key results included being the locations voice and advocate for location specific initiatives – meeting regularly with the PNC IT CIO and department heads to share feedback, wins, opportunities, and challenges. Driving collaboration and engagement across Plano P&C leadership to accomplish more as a team then individually. Ensuring and setting when necessary strategic alignment to key IT objectives. Key outcomes included creating a tight knit, collaborative leadership team that effectively brought 10 new leaders into the fold and established a strong Plano leadership brand. Leaders worked to create and support common location specific objectives; DevOps tooling that improve continuous integration, Knowledge sharing round tables that accelerated onboarding, Culture Building to grow and maintain our team culture in the face of aggressive site growth and established our Plano PNC site Logo.

San Antonio, Texas, Us

Leader of leaders role where I led the Auto Insurance programs in Plano. In this role I had oversight for several key application development initiatives including Auto Document Modernization, Behavior Based Insurance (BBI), and Auto Innovation. Accomplishments for this role included: Delivering key business capabilities - rolling out USAA's BBI program (SafePilot) to several states while maintaining exceptional quality against an aggressive timeline. Modernizing P&C communication infrastructure and tooling to accelerate delivery of our modernized document capabilities to stateside locations (DevOps practices and principles, CI/CD, daily releases). Executed vision and strategic plan to re-org and create a more effective organization focused on a SAFe value stream around P&C Insurance Communication Systems.Key Accomplishments• Effective financial management – accountable for oversight of $22.5M in spend for my org. Actual spend at end of year was within 1.25% of planned budget, this was a significant accomplishment given the complexity of budget changes mid year mixed in with aggressive hiring. • Accomplished aggressive organizational hiring goals – hitting a total FTE & CTH workforce count of 102. This was a strong result in a very competitive market - growing by over 25 FTE/CTH in 12 months.• Delivered USAAs first behavior base insurance application to TX, OH, AZ, VA on plan with exceptional quality – no high defects, no major incidents. • Modernized Auto document infrastructure - migrating 80% of APIs from legacy Websphere platform to Docker Open Shift Containers using REST APIs, micro-architecture design patterns and Kafka streams.• Designed and executed strategic plan to pivot my organization to be dedicated to building an enterprise shared service capability for member communications. This change provided efficiencies by aligning skillsets to work and streamlining ownership, accountability, and decision making to one org in one location.

San Antonio, Texas, Us

Led standing up a Claims Systems and Application development shop in Plano. In this role I developed and executed on strategies for culture building, developing talent and teams into high performing organization, and modernizing USAAs way of working, technology and workforce in the design, development and delivery of digital products and services for USAA’s Claims Systems.Key Accomplishments• Plano Claims Site Strategy & Vision – started with strategy and vision to transform how Claims and to a larger extent USAA had worked for the last 10+ years to develop software and in parallel influence change in the model for how leaders were viewing and leveraging Plano IT teams (as staff augmentation for existing teams in San Antonio). To do this, I developed a site strategy and vision to stand up an independent Claims Plano Org that would ultimately own products and capabilities. As part of the strategy, I transformed a handful of developers (4-6) into a high performing Claims organization with a workforce that totaled over 35 full time engineers and 5 feature development teams. A key element of success here was developing great talent. To support rapid and aggressing hiring and growth while successfully accomplishing organizational goals I established strong mentorships, identified key roles and skills to hire for, created a culture of knowledge sharing, and generated excitement and energy to self learn around the technology’s and platforms we were moving to.• Leading Transformation Initiatives - led the Plano Claims organization through an Agile transformation journey going from Waterfall to Agile using the Scaled Agile Framework (SAFe) - establishing a high performing Agile Release Train (ART) and successfully completing the merge of both Development and Maintenance work steams into one backlog. Part of this transition included the creation of fully co-located teams in Plano and offshore in India.

San Antonio, Texas, Us

Responsible for the P&C Claims Application Systems where I developed a high performing team of skilled IT professionals that provided best in class operations, production support, capacity planning, and problem management for Claims Applications. While in this role, I took on additional responsibilities that included - influencing IT's Innovation strategy with the creation of Innovation Week, an event that focused on unleashing employee creativity and implementing the best ideas faster. I also played the role of Process Owner for Incident Management; work in this role directly supported Employee Experience and Service Excellence. As the Incident Management process owner, I championed an increase in visibility and focus for single user incident tickets in order to improve incident RTS times across the enterprise. Key Accomplishments• Led teams in providing best in class operations, production support, capacity planning, and problem management for Claims Application Systems.• Manage a $20 Million dollar maintenance budget for Claims Systems that supports 35 FTE, 20 Contractors, Vendor Software, Hardware, and an extremely diverse technology stack.• Develop talent to sustain a high performing team - ensuring the highest levels of Systems Availability (99.8% system uptime) and Quality (<66 defects in backlog) each month.• Process Owner for Incident Management – driving improved incident RTS times across the enterprise by establishing enterprise health metrics for each IT division CIO.• Adoption of dedicated time for innovation across IT resulting in $22M in benefits and over 150 innovation ideas implemented.

San Antonio, Texas, Us

Developed a long term vision and strategy for the Incident Management space to drive the adoption of SLO’s for each IT team. The journey to accomplish this led to improvements in the return to service times across the enterprise – resulting in increased productivity.• I accomplished the strategy by building strong relationships across IT around common goals that allowed me to influence and drive results through peers. The result of these partnerships where the creation and adoption of Enterprise level Incident Health Metrics. Having common enterprise metrics resulted in each area moving away from their custom metrics and adopting and supporting new enterprise health metrics. The enterprise metrics increased visibility and awareness to where SLOs were in breach or unhealthy. This resulted in tough conversations around what a realistic Incident SLO/SLA should be for various IT groups and actions to improve response times.

San Antonio, Texas, Us

Founder, strategist behind Innovation Week, an event that focuses on unleashing employee creativity and implementing the best ideas faster. • Created innovation strategy of giving employees dedicated time to work on innovative ideas benefitting MSRs, members and internal IT. • Established adoption strategy and influenced executive leaders around the value proposition of creating dedicated time for innovation. Leveraged relationships and collaboration to find middle ground that allowed Innovation week to work and exist for each IT department. Result was the successful rollout of Innovation Week event to all of IT as part of a 3 year adoption journey.• Started in 2014, Innovation Week resulted in over 80 ICE Ideas being implemented and delivering $10 M in estimated benefits over the lifetime of the event.• In 2015 I influenced its expansion to FASG, Bank and Corporate Services resulting in $8M in total benefits 65 ICE ideas completed.• In 2016 I influenced Innovation to take over the operations and drove the expansion to all of IT, resulting in $6M in benefits for P&C, 32 ICE ideas implemented for P&C.• Kudos from SVP of Innovation on results of Innovation Week.• Kudos from Innovation ED - "you have been an amazing partner since our first pilot!"

San Antonio, Texas, Us

Responsible for leading operations and production support for the P&C Financial Reporting System. Bridged organization boundaries by focusing on mutually beneficial results and establishing trust in order to break down barriers and establish partnerships between development and maintenance groups resulting in a smooth project transition to maintenance while allowing the project to meet timelines and goals.

San Antonio, Texas, Us

Joined USAA in 2003 as a host developer on the Auto Insurance system where I supported the modernization journey for the USAA Auto Insurance system. This transformation effort took the Auto Insurance system from a legacy (green screen) application to a modernized digital web based solution that supports both US and International locations. I worked on the host (CICS, IMS, DB2) for two years and then switched over to the middle tier where I worked with JEE, Websphere, MQ, and MVC focused environments. As a developer I worked on a variety of applications, systems and technologies including Auto Insurance, Claims Systems, Valuable Property, Property Insurance, Enterprise Call Routing, JRules Administration Systems for Auto, Bank and Enterprise. Before moving into management, I was a Lead Developer with an established track record of building high performing teams that regularly exceeded goals and delivered results against challenging and complex business and technology problems. As a Lead Developer, I regularly took on multi-million dollar engineering initiatives where I led vary large (50-100 people) cross-organization development teams that spanned US and International locations. Accomplishing these initiatives required building partnerships, breaking down barriers between groups and rallying teams around common goals in order to produce exceptional results in the delivery of modernized digital solutions for Auto Insurance and Enterprise Services.

Houston, Texas, Us