•Leads review and development of information governance processes, standardizing best practices across the Firm to improve efficiency and adherence to Firm data management processes.•Provides Firmwide support and guidance for maintaining, updating and administration of email archiving permissions for records retention purposes, consistent with records management and data security guidelines.•Developed best practices for records information management (RIM), electronically stored information (ESI) and information governance (IG) operations, including providing input on the use of technology solutions including workflows, integrations, and analytics.•Manages the implementation of quality controls to ensure that large-scale inbound/outbound data transfers are complete and secure. This requires collaboration with lawyers, information technology managers, and third-party vendors as appropriate. •Completed Firmwide assessment of the client information retention program, benchmarking against industry standards and best practices, to ensure compliance with information governance standards.

•Ensures the adherence to reporting Service Level Agreements & the elimination of non-value adding reporting.•Collaborated with various business partners for reporting and analytics needs, including creation of new reporting, enhancement of existing reports, and promoting manual reports into production; Provided business partners with accurate, timely and actionable insights to drive business solutions.•Trained business partners and teammates in pre and post report implementation and created and maintained the supporting documentation.•Provided technical support to track and resolve reporting issues with users, technical resources, and third-party vendors.

•Provided productivity metrics to supervisors to assist in scheduling and overall workforce management.•Developed a site health index to provide Supervisors and Site Directors with an individual snapshot of the location’s health based on quality, service, productivity, and budget.•Developed daily, weekly, and monthly metrics to help Site Directors and Supervisors effectively manage productivity, quality, service, budgets and overall organizational goals at a site and enterprise level.

•Created of Process Behavior Analysis (PBA’s) charts to identify trends as well as exceptional behavior and key performance indicators.•Responsible for the prevention and elimination of defects and the development of innovative solutions when none are readily available.•Performed root cause analysis and exception reporting after the defect has been identified.•Facilitated pool investigations to determine the root cause of failed changes, outages service level agreement misses, human process errors, and problem tickets that are out of criteria. •Documented and distributed solutions to common issues as well as monitored the effectiveness and efficiency of solutions already implemented.

Responsible for the installation, testing, and upgrading of various Mainframe software applications and tools.• Produced ad-hoc reports across multiple systems and platforms (Windows Servers, I-Series, CICS, Topps, Z/OS, and QMF).• Responsible for monitoring overall Mainframe system performance using tools such as Workload Manager and RMF Performance Management Systems to identify potential issues.• Worked as a lead auditor with IT process owners during annual internal audits to identify opportunities for improvement prior to an external audit.• Shining Star Award winner for researching and implementing a procedure (Soft-Capping) that reduced Mainframe software cost by $70,000 in a four month period.• Developed SharePoint sites accompanied by workflows to automate manual processes throughout the organization.