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Work Background
SerfWorks Studios, INCChief Executive Officer
Mar. 2024Seattle, Washington, United States
JPMorgan Chase & Co.Vice President, Public Cloud Data Governance Strategist
Aug. 2022 - Mar. 2024Columbus, Ohio, United StatesConsumer and Community Banking (CCB) strategist within the Data & Analytics group of the Chief Data Office (CDO), responsible for managing the Data Governance process designed to assess AWS Public Cloud accounts, ensuring compliance with registration, quality, security, access controls and metadata requirements. Led the establishment and management of a process, partnering closely with Line of Business Application Owners to drive remediation efforts for non-compliant public cloud accounts. Accomplishing the successful remediation of 200+ Amazon Web Services Public Cloud accounts so far in 2023; significantly reducing compromised exposure of CCB Business data stored in the public cloud. Thereby saving potential regulatory impact, legal impact and reputational risk to the firm. Utilizing advanced proficiency in Jira to build a streamlined tracking system adopted for use in all remediation efforts. Extracting data from Jira and leveraging expertise in Excel to develop tools and dashboards, transforming raw data into actionable insights. Generating scorecards, data slices, views, and visual representations (charts and graphs) as needed, facilitating effective communications and aiding in executive decisioning. Authored comprehensive supporting documentation, including Standard Operating Procedures and a Step-by-Step Migration Job Aid, which resulted in the closing of two Audit Failure Issues and publication of our procedures into the Chase Answers tool, improving the firmwide knowledge base. Coordinating with the CCB Controls Team to assess the sustainability of the newly established process and successfully passing the Controls evaluation. Implementing continuous improvement of the guides and using them to drive Application Owners seamlessly through the remediation process.
JPMorgan Chase & Co.Vice President, Operations Intake Strategy Lead
Aug. 2021 - Aug. 2022Columbus, Ohio, United StatesOwner of overseeing and improving the intake process within the Customer Channel Voice (CCV) Product Group, managing the initial stage of operations where tasks and project requests are received and processed. Managed Intake of 20+ requests per month, using Jira to insure streamlined handling and evaluation. Oversaw the evaluation of completed requests, through Intake, Discovery, Estimation, and Elaboration stages, aligning them with one of CCV’s seven Sub-Area Products. Introduced progress metrics driving operational enhancements and increased efficiencies for Sub-Area Product Owners (APOs). Collaborated closely with APOs to manage dependencies and prioritization for completed requests, facilitating smooth assignment to one – two scrum teams within each Sub-Area Product.Developed tailored Jira queries for data extraction and designed custom dashboards using Alteryx and Tableau for enhanced data visualization. Project Managed a team of seven and co-led the effort to resolve a critical Audit Failure Issue on Payment Card Industry (PCI) changes required for the Call Recording and Call Miner applications, which are crucial for translation in voice to text analytics. Successfully closed the issue, ensuring compliance, optimal functionality and reducing firmwide risk exposure to legal and regulatory fines.
JPMorgan Chase & Co.Vice President, Business Middleware IT Demand Manager
Sep. 2019 - Aug. 2021Columbus, Ohio, United StatesCo-Owner responsible for overseeing the demand for Business Middleware IT human resources, ensuring that they are efficiently allocated to meet the needs and objectives of the CCB Business stakeholders. Managed the Demand Intake process for Business Middleware personnel (30 scrum teams) to serve as project resources and Subject Matter Experts on various data transformation projects across CCB. Processed over 300 demand requests per quarter, received via cross impacting the teams within the Project Pipeline (PPL) tool. Worked with technical leads to assess capacity and create work estimates for the demand requested. Created and maintained real-time capacity and optimization data reports in Excel used for analysis of team capacity. Prioritized initiatives within the portfolio, and allocated resources based on team bandwidth. Handled escalations as needed, for projects that fell below the prioritization line. Continuously monitored allocations and forecasted technical team capacity for upcoming quarters based on availability, skills, and time constraints. Established a Business Middleware Architecture intake process, collaborating directly with line of business partners to complete architectural requests. Executed a standing meeting for exception reviews with Business Middleware Leadership and CCB Architectural Leadership councils. Gathered requirements and worked with the Senior Architectural council to make portfolio restructuring decisions.
JPMorgan Chase & Co.Vice President - CCB IT Portfolio Manager
Nov. 2017 - Sep. 2019Columbus, Ohio, United StatesCreated a 233% efficiency increase in the Robotic Software Automation (RPA) delivery process over the course of successfully delivering 7 bots into production. Partnered with key leaders to improve delivery through planning and leveraging the adoption of Jira and Testing Automation. Controlled financial portfolio and delivery of 21 Document Management projects, 17 Servicing projects and 7 BMW projects over the course of one year. Successfully migrated 200+ Electronic Migration System (EMS) Services to goal state technology. Created a dashboard to manage budget reporting and scorecard for Application Refresh Projects
Nationwide InsuranceSenior IT Infrastructure Project Manager
Nov. 2011 - Sep. 2017Columbus, Ohio AreaDelivered: A $2.7M web based technology platform (ADP) for Nationwide Financial Field Agents and Home Office staff; enabling agents to complete all forms online with electronic signatures using DocuSign; created a 50% reduction in paperwork errors and a 30% reduction in regulatory compliance violations Delivered: Managed File Transfer system, IBM Sterling EFTS tool, hardware stood up in brand new state of the art data center, IBM application suites installed, 1400+ MFT connections migrated from legacy system; decommissioned hardware from legacy data enter
MicrosoftSupportability Content Portfolio Manager
Jan. 2010 - Jan. 2011Owner of the content process that produced the supportability content for the Entertainment and Devices division of Microsoft Corporation; primarily Xbox, Xbox LIVE, Windows Phone and Zune across multiple content solution assets Key Achievements: Developed Process KPI’s and Quality metrics, reorganized an operations process as a result of those metrics, and created a 100% increase in efficiency (from 411 pieces per month to 898 pieces per month) Reduced turnaround time of content requests regarding customer error codes, by driving a cross group effort to improve the submission system and thereby by improved the quality of the submissions received Eliminated a serious production road block of Agent-only content, caused by a loss of critical resources; by arranging for production level accounts and setting up training for every SPM on the team Participated at a critical level in the launch of a new global support website from conception to delivery within a 3 month window by driving a collaborative effort between product groups, support groups and tool owners
MicrosoftBusiness Intelligence Portfolio Manager
Jan. 2008 - Jan. 2010Managed the BI Portfolio for business lines in the Microsoft Customer Support & Services org consisting of driving BI strategy sessions; planning projects and building roadmaps; developing metrics and dashboards; and reporting Key Achievements Represented the voice of the customer through understanding the business partner’s strategies and objectives, acted as the product owner, and managed the BI platform roadmap and portfolio Drove operations based projects augmenting new data sources to the BI platform; and quarterly release projects designed to enhance features and improve the sustainability of the BI platform Influenced strategic technology planning sessions by providing operational analysis and business process expertise during planning stages of new strategic proposals Authored multiple SLA and OLA agreements between CSS and upstream/downstream data teams; produced operational guides for data source systems; developed metrics, KPI’s and operational reports
MicrosoftSenior Project Manager & Business Analyst
Jan. 2007 - Jan. 2008Managed the Agency Portal Project for the Microsoft Digital Advertising Solutions Group; creating a dual facing tool for use by internal MDAS sales and marketing teams, external direct advertisers and external advertising agencies Key Achievements Gathered business requirements, wrote the BRD, negotiated requirements with the two approved vendors; managed vendor relationships and monitored both vendors’ progress through the duration of the project Delivered the project within the $200K+ budget; which consisted of the complex integration of approximately 11 different corporate systems and tools, as well as creating a new user interface Effectively leveraged the ITIL Change Management methodology to guide changes; maintained schedules, tracked deliverables across multiple groups and various releases, using Microsoft SharePoint Technologies Managed the FY08 Public Sector PSMP Program; comprised of 6 different projects costing over $250K in total and requiring a cross group collaborative effort between 3 different business groups within the company
MicrosoftSenior Program Manager
Jan. 2005 - Dec. 2007Redmond, WAManaged the FY08 Public Sector Management Priority Program; composed of six different projects costing over $250K in total and requiring a cross group collaborative effort between three different business groups within the company Key Achievements
Conducted Impact Assessments on downstream applications as part of project planning Lead team of three who built historical mappings and planned for data migrations Managed program aspects (issues, communications, etc.) in a custom Access database Worked with regional operations centers to develop new support processes Expert use of MS Excel; complex calculations, charts and graphs, pivots & presentations Worked as Business Leader on the Codesign S/MIME Project for MS Codesign One on a team of PM’s providing strategic analysis input for the MS OneCall project Created three Support Manuals; Troubleshooting Guide, Customer Guide & Tech Guide
MicrosoftSMSGR Program Manager
Jan. 2004 - Dec. 2005Redmond, WAContracted as a program manager for the Sales, Marketing & Services Group Readiness team, responsible for monitoring readiness program content (training curriculum design & execution) from project initiation through delivery
Key Achievements Established and owned relationships with the Product Mangers from each business unit Created Functional Specs and user scenarios used to determine training execution Ensured completion of every program on schedule, within budget and time constraints Influenced SMSGR Sales Teams, Training Teams and Customer Service Teams
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