Duties Include: • Lead 3 teams of contractors and associates that focused on supporting and masking policies, admin system administration and secure data transportation for Genworth Financial.• Incorporated Agile methodologies into our day to day operations to provide structure and accountability for all enhancements.• Cultivated and maintained a steady stream of process improvements, automations and enhancements that supported the teams core function in our environment. • Organized all teams under one common name ‘Production Support’. This included distribution lists, assignment groups, customer communications and restructuring business services in the enterprise ticketing system.• Worked with developers to understand and document automations and bug fixes for future developers.• Acted as an escalation point for events that involved PII data transfer to Genworth and 3rd parties.• Lead and performed regular 10/10, team meetings, team training sessions and workshops.• Frequently met with application teams for process improvement conversations and incorporated ideas into process documentation. • Worked with senior leadership on monthly and quarterly status updates, successes and upcoming projects.• Led Problem Management scenarios on behalf of the team while coordinating with the business. This included performing RCA on security events, problem remediation and working with Genworth’s Security Office to remove/reduce risk involved. • Worked with application teams to reduce unactionable alerting, build effective and reliable monitors and align monitoring to the teams expected support responsibilities.

• Maintained Runbooks (SOPs) for handling various types of events for 140+ applications. • Worked with Application teams daily for event reduction, process improvement and monitoring enhancements. • Performed/Engaged in agile methodologies. Performed multiple duties included completing stories as a team member, PI Planning, standups, grooming sessions and retros. • Performed Product Manager duties such as meeting with directors, gathering business requirements and translating strategy to the Scrum Master and Product Owner. • Lead critical incident scenarios (3 and above) over bridge calls for the Shared Tech LOB.• Shared and drove vision for SRE lifestyle for the Tiny Whales Team. • Lead and was involved in monitoring creation and strategy for the TOC, 3rd level teams and Shared Tech.

• Managed critical production incidents affecting Capital One’s Finance and Risk applications. • Staffed the Liquid Tech Pod with professionals capable of supporting production applications.• Created procedures necessary for production support.• Identified and implemented process improvement throughout the environment. • Networked with professionals in the company to provide solutions to issues related to support. • Creating monitoring standards for applications with a wide variety of monitoring tools• Escalation point for team during heavy traffic or critical production scenarios.• Joined and led production outage scenarios via bridge calls related to applications within the Liquid Tech Space• Created monitoring dashboards that monitor batch job status’ with Spunk.• Orchestrated and performed a large initiative to overhaul production monitoring dashboards for the entire enterprise using Grafana. • Worked with external teams to provide training need to enable production monitoring within their environments. • Currently managing a team of six production support specialists. • Priorities employee growth and learning opportunities. • Experienced with a wide range of enterprise tools.• Experienced with monitoring utilities such as Splunk, ELK Stack, Influxdb, Manage Engine, APICA, Zabbix, Sitescope and HP BSM

• Critical incident management via bridge facilitation.• Documentation development and quality control for the Technology Operation Centers (TOC) knowledge repository.• Production Change implementation and process development. • First tier production support for gold level applications.• Identified solutions for process improvement and implementation.• New hire training and development.

• Leading a team of 7 members to provide upstanding customer service.• Supporting a wide variety of applications associated with Long Term Care Insurance. • Responsible for onboarding and overseeing of new analysts. • Providing 24/7 on call service for entry level analysts who need help resolving issues in the work place. • Responsible for creating and maintaining documentation and knowledge base to help keep an equal level of knowledge among all analysts.• Opening lines of communication between teams within the workplace to help streamline information and IT solutions. • Facilitating conference calls during application outage scenarios.• Delegation of projects to analysts as well as working alongside them to meet deadlines. • Responsible for ensuring work quality meets expectations, as well as helping the team to exceed and grow in potential.• Building and providing metric reporting to higher levels of management via data mining and Xtraction reporting tools.• Providing level 2 on-call support 24/7.• Streamlining processes around the workplace to increase productivity times.• Outlined all tier 1 process and responsibilities via a reference guide to help the team stick to responsibilities and meet their goals set by our management team.• Actively engaged in day to day responsibilities with team members to ensure deadlines are met. • Worked alongside L2 team for process improvement.

• Monitoring and solving of applications and computer systems related issues for Genworth Financial at all hours (including grave yard shifts). • Answering phones and assisting local and overseas users with gaining access to applications, escalating issues to the correct Business Analysts (BA) if it was a service that we do not provide• Performing scheduled tasks and maintenance of server activities via PuTTy application and using Windows based RDP programs. • Working on various solo and team projects that help to improve the quality of life of our team as well as client request. • Front line support for program outages and issues.