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Innovative, results-oriented ITIL certified business analyst with successful track record analyzing, managing, tracking and reporting on production issues in fast paced IT operations environment. Experienced in a several different technologies in functions ranging from managing teams to data entry.Participated in business continuity and disaster recovery planning and testing as department lead and as technical support. Managed merger of departments due to corporate acquisitions.Proven ability to manage multiple issues from start to completion as well as the ability to jump in at anytime with the same eye to increasing client satisfaction and improving process efficiency. Directed vendor management meetings with multiple vendors.Accomplished communication skills in the areas of conflict resolution, consensus and team building, and negotiation.

Work experience

May 2007May 2008

Production Support Lead

JP Morgan Chase
• Supervised global team of contractors providing day to day production application support to front office personal ensuring client satisfaction. • Oversaw hiring supervision and budget management of contract associates. • Directed day-to-day production support for multiple wintel based VB, J2E and Cold Fusion applications, debugging errors, reviewing and proposing changes and monitoring performance as a second level support. • Directed monthly vendor management meetings with broker dealer, National Financial Services, to indentifying and resolving service level management.
Jan 2005May 2007

Production Assurance Manager

JPMorgan Chase
• Supervised a team and managed a 24x7 schedule in multiple locations overseeing managing, tracking and reporting on production issues with internal/external customer impact. • Oversaw issue resolution coordinating with the Global Production Assurance Center and other internal organization and external vendors to restore client satisfaction. • Initiated and supervised vendor management meeting with National Financial Services to improve system performance to reduce impacts to external clients. • Implemented common process initiatives for incident management, change management, problem management and metric reporting. • Performed root cause analysis and recommended infrastructure improvements reducing client issues by 70% while team lead.
Mar 2000Jan 2005

Database Analyst

Bank One
• Built, modified or deleted user ids on the following systems: SEI Trust 3000, NT4 domains, ACF2, CSS and several smaller MS Access database systems. • Overhauled user access to SEI system to bring audit score into a green status by 2002 by reducing the number of exceptions to the user models from 78% to less the 5% with compensating controls to monitor those exceptions. • Designed a certification process for the SEI and NT4 user id’s to ensure quarterly audits of user access within the SEI system utilizing MS Access • Edited or drafted all procedures for the department to ensure compliance with audit requirements
Jul 1997Mar 2000

Y2K Tester

Strategic Resource Partners
• Evaluated COBOL code for date related errors. • Administered systems testing for 25 different BankOne systems to ensure date related fixes were completed. • Trained new contractors brought in to assist with testing efforts.
Sep 1989Mar 1996

Limited Partner

Barbee Dairy Farm
Responsible for milking cows every day of the week. Assisted with a 40% increase in the size of the dairy herd. Responsible for supervising and training the seasonal farm help every summer. Helped manage the genetic improvement program to increase the milk production per cow. Assisted with the crop work on 600 acres of farmland in corn, beans and hay.





Grove City High School


Dec 2005Present

ITIL Foundations

itSMF Office of Government Commerce