Rob Renode Iii Email & Phone Number

Allentown, Pennsylvania Area

Blue Bell, Pa

Director of Information Technology - Global Director of Service Desk, Production Assurance, Service Management (ITSM), IT Audit & Compliance, and IT Process Owner• Provided leadership and drove team building with an emphasis on service excellence, collaboration, and cooperation while driving toward a service-cultured organization.• Directed and executed unit(s) performance management, resource forecasting & hiring, job & career development, unit organizational structure, and resource allocation. • Formulated and executed unit IT budget and managed related expenditures.• Directed and evolved technology and service delivery model to create value by enabling work processes, operating efficiencies and technology enhancements while partnering with business units.• Directed and participated in the creation and maintenance of Information Technology policies and procedures, to include SDLC, computerized system validation, and ITIL service management disciplines (ITSM).• Developed and directed tier 1/2 support, Electronic Data Capture, IT Process, and Audit & Controls, teams.• Developed, directed, participated, and trained staff in the major incident response enabling impact mitigation, root cause analysis, and recurring problems remediation across global technology disciplines.• Developed and implemented priority definitions, communication protocols, escalation standards, service ops reporting, and service management (ITSM) process across global IT.• Provided leadership and command & control across the most impacting incidents including facilitation of key stakeholders to focus on mitigation, impact analysis, and root cause. • Increased productivity of EDC and incidents resolution; reduction of aged incidents, time to repair, time to resolve; hardware procurement per unit cost reduction; and improved hardware refresh program.• Implemented technology tools resulting in process automation and efficiency gain (cost saving).

Chambersburg, Pa

I served in the role of VP – Architect Lead with core focus on lending technologies. Responsibilities include Vendor Management, Service Delivery & Service Management, Operational Efficiency, Project Management & Execution, Incident Management, and Change Management. I was an agent of change helping to drive new thought process throughout the bank. Drove and executed initiatives and projects that will enable the bank to scale and grow their business. I built many relationships to drive synergy between different areas of the bank leading to more efficient and effective execution in many business areas most notable in Consumer and Mortgage Lending. I uncovered and eliminated risk in multiple areas of the bank and mentored many of my peers to help lead a positive culture of change. Notable Accomplishments:• Participated as weekend Duty Manager during our Core processing outsourcing to a third party.• Planned, managed, and executed technology releases in the Lending area to include DecisionPro and LaserPro.• Critical in the banks execution of changes instituted due to CFPB I was an effective member of the banks CFPB.• Technical expert on the end to end platform of the Consumer LOS system. • Key contributor to the ongoing integration of the Online Lending and Account Opening platform. • Key resource involved in the early (on-going) stages and planning of the Mortgage web based LOS system.• Critical to Consumer Lending in new product creation, execution of credit policy changes, and rate & pricing changes. I learned the business of lending intimately and proposed as well as participated in the execution of solutions to efficiencies. • Oversaw and participated in the implementation of the banks ITSM platform to include the Incident Management and Change Management practices. This enabled the bank to drive down help desk calls and add time availability to focus on mitigating issues.

New York, Ny.

Provide leadership and expertise to the Incident Management team serving as an escalation point leading the team in our common goal of mitigating impact. Drive communications and escalations between the team, senior management, towers, clients, and supporting technical teams ensuring visibility on major incidents. Mentor, train, and coach direct staff in service excellence, process, and aid in the development of skills across the Global team. Responsible for coordinating and managing resources to ensure success in the most efficient manner possible. I proactively drove support, proposal, and execution of many Global team and firm wide initiates while building partnerships with other teams to bring an increased measurable value to the business. Empower staff to execute at the highest level through preparation, training, and coaching.

Newark, De

• Managed and built a dynamic HIPO talent Incident Management team.• 30% of staff reached rank of High Meets or above while being raked against 35+ peers globally.• Drive ITIL & Service Management best practices across people, process, technology, and organization.• Oversaw the CCB Syracuse University Incident Management talent pipe line program. Empowered and partnered with my staff to craft and execute the training and on boarding program. • Partnered with resiliency team on BCDR plans for Incident Management team in Delaware. • Served as escalation point during critical incidents. • Drove Data Quality improvement across the team in partnership with peers. • Worked with the Data Management to create reports to identify gaps and measure team effectiveness. • Managed global command centers for CCB Incident Management, in partnership with Event Management, in support of company wide Major Events. • Measured, documented, and presented the staff utilization impact of moving CMA L1/L2 technology teams to the GTI line of business.

Whippany, Nj

• Interview, identify, and recruit talent (internal & external) to build the new Major Incident Team.• Created the MIT/P1M Incident Management support model to include SOP’s, Process, Procedures, ITIL & Service Management best practices, workflow, Escalations, Rules of Engagement & Communication models. • Partnered with peers and management to create and implement new global follow the sun support model. This effort as well as the new working procedures contributes to an efficiency gain in North America. • Forged relationship and partnerships across all regions critical to the success of globalization. • Partnered with EMEA peer to create, present, and implement firm wide Post Mortem Review process globally. This enabled real time review of the incident to occur leading to detection of opportunities to remove additional risk and impact from the environment.• Partnered with upper management and regional peers to help craft the firm wide Red Alert and Amber Process for handling the most impacting incidents. This process ensured engagement and notification of the firm’s most senior management during critical incidents. • Hosted Red Alert and Amber calls where iCTO, CIO, and other senior management is the audience.• Command & Control (vocally via conference) diverse group of business, management, and technical resources in order to diagnose and drive mitigation of impact.• Craft and send executive level communications during critical incidents. • Utilized leadership qualities and sound judgment to direct the global team during crises situations.• Identified and presented solutions to several efficiencies.• Participated in and provided command & control of critical MEPC, Command Center, and Crises events, including but not limited to, Data Center DR testing, “The Fiscal Cliff” crises, Cyber/Security attacks & breaches, multiple weather related events, and the on boarding of L1/L2 technologies from the business to the Global Technology & Infrastructure team.

Whippany, Nj

• Supervised front end shift 1 staff in multiple North American cities on a 3-3-4 schedule. • Mentored, coached, and led dotted line subordinates directly and by example.• Crafted executive level communications during critical crisis and impacting incidents. • Served as an escalation for all staff as well as executed senior level escalations as needed. • Trained multiple staff members to reach and exceed potential. • Vocally command and control critical bridge calls as needed in order to lead all resources toward diagnosis and impact mitigation. • Manage data quality of incident (D2R3) data input into the ITSM system across the shift. • Member of the “Aged Ticket” forum were efforts led to the reduction in aged incidents and continuing impacting issues. • Convened weekly staff meetings with the team.• Participated and at times hosted the monthly global open forum.• Presented and implemented best practices.• Participated in strategy sessions with other shift managers, shift supervisors, and management.

Somerset, Nj

• Triage incident by assessing impact, urgency, and prioritize workload. • Lead and facilitate Incident Management bridge calls.• Engage appropriate resources in a timely manner to Incident bridge calls. • Escalate to level 2, level 3, and upper management resources when necessary. • Craft and send SMS & Email incident communications as required.• Document and maintain level set throughout the incident.• Keep management up to date on critical changes in status of the active incident. • Input all data required during an incident into the ITSM (Service Center).• Identify gaps in the incident process and procedures; craft, present, and implement solutions.

Greater New York City Area

In the middle part of my career I worked in various technology support roles with administration expertise in Windows distributed technologies. I also served in Desktop Support roles for multiple companies and technical project manager. I led several implementation projects related to active directory; Microsoft Exchange messaging; Data Center including server & rack builds and cabling efforts.Pfizer:Delivered daily support to the large pharmaceutical company’s regulatory department. Performed daily support for all users at the desktop and Lan level including the creation and deployment of the departments standard desktop images. Provided support for user issues such as workstation connectivity, email, software applications, and participated in inventory management.Oppenheimer Funds:Provided market data support, setup new desktop builds, created and administrated local user accounts. Supported various applications including Bloomberg, Bridge, Morning Star, and Group Wise email in a Windows environment. Project work included Seibel deployment and traveling to various locations to setup and deploy the new application within the company.New York Life:Developed Y2k contingency plan to include a disaster recovery center at an offsite location for the insurance companies trading floor. Oversaw a group of 10 desktop support resources for the implementation of the Lan/Desktop build and implementation of the offsite Disaster Recovery Center. My team was responsible for the desktop image build, ordering of PC’s as well as rollout and testing of 300 PC’s with removable drive bays for DR. Performed several dress rehearsals/fire drills to prepare the company for offsite disaster recover.Zomba Recording Corporation (Jive Records):Managed, designed, and implemented new Active Directory infrastructure for 800 users including the migration of the MS Exchange platform, Creation of Company standard Desktop build, while managing a team that consisted of 8 resources

Iselin, Nj

Performed field service support for many fortune 500 clients. Support included replacement of faulty server hardware, configuration of Raid, and the build and setup of various Compaq Proliant rack mount servers. Performed Rack builds as well as server builds. I also assisted the Field Service Manager.For the first few years of my career I served in various roles for Vanstar/Inacom - one of the industry leaders in break fix field service support at the time. When I started working with Vanstar I had zero professional technical experience and the district office I worked for was around the bottom in SLA KPI’s nationally. I worked with one of my peers in the logistics department to hatch a plan and rewrite the standard operating procedures of the district in order to improve the districts national ranking relating to its home products division and to become compliant with its contractual obligations with Compaq through the GSP support program. Within 30 days of executing the new SOP’s and driving behavior across the Field Service force the district went from the bottom to the top 3 nationally in the company and fluctuated between position 1-3 for the duration of time I served in the department. I served in multiple roles while with Vanstar including Dispatcher, Field Service Engineer, Sr. Field Service Engineer, and Assisted the Field Service Manager.It was during my time at Vanstar that I met my first mentor who had a critical and long lasting influence on my career. This is where I initially developed coaching & leadership skills, technical abilities, and ability to execute at a high level. All of which have been a foundation throughout my career. I have had several other key mentors throughout my career drawing from each of them to continuously evolve and I also mentor others. I believe the critical factors that have made me successful have been my ability to lead, mentor individuals, influence others, adapt to change, and turn adversity into opportunity.