Virgil Pool Email & Phone Number

Atlanta, Georgia, United States

Atlanta, Georgia, United States

Greater Atlanta Area

Manager of SunTrust’s team of client security and authentication specialists. Responsible for client security and authentication strategy and execution across the client-facing channels for the enterprise, including online, mobile, contact center, IVR, and branch. Accountable for managing authentication and authorization solution performance and helping drive an enhanced client experience within that space. Business owner for key security vendor relationships, responsible for identifying new capabilities required to drive business goals and move to a client-centric cross-channel authentication approach.

Greater Atlanta Area

Authentication manager aligned to support the commercial lines of business and channels, including the suite of products offered by SunTrust for corporate, commercial, and small business clients. Designated subject matter expert for authentication solutions, commercial fraud, and fraud techniques such as business email compromise, and ransomware. Vendor relationship manager for IBM Security’s Trusteer solution suite.Selected Accomplishments:• Launched a project to deliver next-gen authentication capabilities for commercial online and mobile solutions• Partnered to help develop the fraud and authentication components of the enterprise digital strategy • Developed client-facing communication program related to business email compromise, including outreach in multiple channels and a reusable framework for future communication on fraud topics• Led multiple fraud incident response working groups designed to quickly respond to client concerns and address key gaps in existing procedures• Partnered to drive compliance with guidance related to authentication and security in the online space, including recommendations related to FFIEC, NIST, and SWIFT security frameworks

Atlanta, Ga

Operational risk manager aligned to support the commercial online channel, including Online Treasury Manager, Online Cash Manager, Online Courier, Online Check Deposit, and Online Payroll, as well as the Product Management, Market Management, and TM Implementations teams. Designated subject matter expert for third party risk management, fraud, the IRM tool, model and EUC risk management, and record retention.Selected Accomplishments:• Partnered to design and develop the form and process used to document and validate approval of Total Operational Exposure for commercial clients• Defined and developed a process for identification and reporting of material adverse events, to be used by the Wholesale operational risk management team• Provided operational risk expertise to business and technical product enhancement projects, including upgrades to Online Cash Manager, Online Courier, Online Check Deposit, and Online Treasury Manager • Partnered to develop the model for operational risk engagement in product enhancement projects

Greater Atlanta Area

Business Project Manager for Treasury & Payment Solutions projects, primarily in the online space and affecting Online Treasury Manager, Online Cash Manager, and ACH services. Responsible for project teams of up to 45 members with project durations of up to 3 years, delivering a variety of project goals, including product enhancements, security controls, and regulatory compliance. Force.com administrator and developer, as well as a SharePoint administrator and intranet webmaster.Selected Accomplishments:• Led the business project team that delivered the second phase of the Online Treasury Manager migration from DI to S1, including 6 migration waves of more than 5,000 clients in total, as well as client and internal communication and training on both the migration and subsequent technical enhancement releases • Led the business project team that delivered the launch and requirement of Trusteer Rapport security software to more than 11,000 Online Treasury Manager clients and more than 2,000 Online Cash Manager Premium clients, including 10 waves of client migrations, client letters and calling efforts, as well as business and technical requirement development and procedure and training creation and execution. Personally developed the bulk of the client acceptance testing validation cases and coordinated execution of the testing• Led the business project team for the ACH Upgrade project that delivered compliance with NACHA guidance for the International ACH Transaction (IAT) transaction type as well as the Online ACH Control risk mitigation solution• Developed and deployed the updated T&PS Product Management's demand planning tool built on the Salesforce platform, along with executive reporting and a work request management system used by T&PS Communications and Analytics

Cookeville, Tn

Primary liaison and subject matter expert for the eServices client support group regarding projects affecting personal and small business products in the online space, specifically SunTrust Online Banking and Online Cash Manager, including system upgrades, online platform migrations, product enhancement packages, new product offerings, multi-factor authentication, single sign-on, and mobile banking. Selected Accomplishments:• Developed core processes and training for more than 100 representatives at multiple sites for support of more than one million clients annually• Developed the contact center staffing and support models used by the SunTrust eServices group to support the migration of more than 1 million SunTrust clients to a new online banking platform• Coordinated the full revision of the SunTrust eServices group new-hire training curriculum by leading a 15-member team to produce or revise more than 500 pages of training content in less than 4 weeks• Developed the core support structure and processes used by SunTrust’s third-party credit card vendor to respond to client emails, including coordinating system access, developing quality guidelines and system training, and conducting an on-site train-the-trainer session at the vendor’s site in Norcross, GA• As a part of a team of internal security representatives, product owners, and developers, supported the development of an enterprise-wide single-sign-on framework, including a new method for PIN/Password delivery utilized by more than 1.3 million Online Banking and Online Cash Manager clients

Liaison between technical developers and vendor partners for the inbound contact center regarding personal and business Online Banking issues.

Cookeville, Tn

Support for escalated client issues; Process development

Cookeville, Tn

Bachelor Of Science, Computer Science

Education record