Sharon Wright Email & Phone Number

-Effectively manage Operational Risk issues found from significant Audits (external and internal), working closely with Application teams, counterpart business risk managers, Group IT Risk to ensure risks understood, solutions planned and implemented and pro-active measures to prevent any further issues.-Monthly Reporting to senior management of risks and issues, statistics and key milestones.-Responsible for the Planning / Managing and Solution for reclassifying unknown and terminated database accounts across the group. 65,000 accounts needed to be analysed and either removed or reclassified to ensure applications met External audit target of 99% classification of all database accounts. Target achieved was 99.99% classification.-Assisting with the bank's Sarbanes Oxley (SOX) self certification process. This included helping application teams across streams understand the controls, implement realistic time lines for action plans, and tracking these actions plans through to completion.-Working with Ernst & Young to eliminate the use of the Public Permissions on 531 critical applications. This involved analysing the PUBLIC permissions on all of the databases, and ensuring these permissions where removed and results sent to Ernst & Young for sign-off

Zurich, Ch

-Running the Testing Team (5 resources), to ensure all change projects have been thoroughly tested and meet the production readiness criteria for moving into production. This included the initial automation of test scripts to allow testing cycles to be completed in a timely fashion.-Implementation Lifecycle for on-boarding new applications. This included ensuring production readiness and completion of all of the change management life cycle steps to move forward to dress rehearsals and go-live weekends with appropriate resource in place, subsequently managing Early Life support models and transition to full Level 1 and 2 Support. This was demonstrated by the on-boarding of the new ETD Application and TLM Application into production, ensuring Level 1 and 2 support had sufficient training, knowledge articles and 3rd level assistance available to take on full supportability.

Zurich, Ch

-Management of the Reconciliations Applications and IT support resources, including Incident Management, Problem Management, Release Management and ensuring applications were SOX compliant and passed External/Internal Audit Reviews.-Set-up of the Business Escalation process for Incident Management, covering Follow-the-Sun support model with Business and IT representation available in all timezones in the event of an incident.-Ticket resolution and monitoring. Ensuring Level 1 team had sufficient knowledge and skills to be able to meet the support requirements for the client, providing additional training where necessary. This was achieved with having a top rate customer satisfaction rating sustained for over a year for both level 1 and 2 support. -Reduced the number of tickets escalated to Level 2 or Level 3, by introducing knowledge sharing workshops for Level 1 and Level 2 support teams, and initiating automated solutions to be developed by the change team to improve day to day system requirements and generic customer requests. This was proved in a 60% reduction in ticket numbers for the Level 1 and 2 Support teams, thus enabling both teams to be more pro-active in the monitoring and stabilisation of the production applications.-Created Service Level Targets for the Level 1 (outsourced) support team, to ensure they maintained a high-level of service and therefore escalating tickets to the Level 2 team in a timely manner to ensure customers did not have to escalate to myself any issues with request resolution. The Level 1 manager reported into myself with Level 2 team (14 resources) under my supervision.-Producing a quarterly reporting pack for Business Clients on the current ticket levels, Incident Reporting and resolution, areas for IT enhancements and suggestions for Business process improvements to assist in providing a top rate support service.

Zurich, Ch

-Secondment to another team to document and improve the application process when support staff had left the company. This included understanding and documenting the application from front-to-back to be able to support the customers of the application while new staff where being trained. I automated the processes within the application to ensure faster delivery time to customers and renewed the process model. This included international travel, and once secondment ended, the customers asking for me to remain as an System Matter Expert on the application.-Level 2 support of the Reconciliation applications using UNIX / SYBASE / ORACLE and Mainframe Skills. This included the decommissioning of an application in order to reduce costs. Applications included TLM / CORONA / Lotus Notes and STORM. This led to me becoming the team leader for the reconciliation Level 2 team.