Requests
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Work Background
ACI WorldwideDirector Of System Engineering
Jan. 2021Auburn, Alabama, United StatesAs Head of Operations, align and set the strategic vision for the Bill Pay Application Platforms, Production System Support, and Batch Operations while partnering with DevOps, Product and Development to create, budget, plan, and deliver upon projects, roadmaps and outcomes set for ACI multi-year strategy.
Managed strategic relationship between Customer Support, Information Security, Compliance, Marketing, both internal and external to support the business while setting organizational KPI's to measure performance, accountability, and driving visibility for the Executive Leadership Team.
Responsible for the Bill Pay ITIL Performance KPI's; Drove 24/7 Incident and Escalation Response and resolution teams with "Follow the Sun" methodologies while meeting MTTR and a 30% decrease in Priority or Severity One incidents year over year. Drove 99.5% Change Success rate and 30-day SLA Problem Management with 600+ changes a month.
Developed SRE program across organization and operational KPI's and error budgets with an automation processes using CICD to met change management policies.
Fostered collaboration between DevOps, Development, and Product to drive consistent operations for technical and business needs and actions.
Lead Innovation and drove automation program to automate everything, reduction of 65% labor hours while driving increased code quality and testing.
Identify, Manage and Support Vendor, Supplier and Contractor relationships while holding them accountable to product requirements and Service Level Agreements.
ACI WorldwideManager of Systems Engineering
Mar. 2018 - Jan. 2021Auburn, AlabamaAlign and execute the strategic vision for the Bill Pay Application Platforms and Production System Support while partnering with Product and Development to budget, plan, and deliver upon projects, roadmaps and outcomes set for ACI multi-year strategy.
Managed strategic relationship between Customer Support, Information Security, Compliance, Marketing, both internal and external to support the business while meeting or exceeding organizational KPI's.
Created and lead 24/7 Incident and Escalation response and resolution teams with "on-call" methodologies while meeting MTTR and a 50% decrease in Priority or Severity One incidents year over year. Maintained a 99.5% Change Success rate with 400+ changes a month.
Fostered collaboration between Development, Product, and Infrastructure to drive consistent operations for technical and business needs and actions.
Lead Innovation and drove automation program to automate everything, reduction of 65% labor hours while driving increased code quality and testing.
Manage and support Vendor and Supplier relationships while holding them accountable to Service Level Agreements.
ACI WorldwideSenior Systems Engineer
Apr. 2017 - Mar. 2018Auburn, AlabamaPromotion from Associate to Senior Systems Engineer in 1.5 years.
Lead day to day operations for the Bill Pay Application Platforms, Production System Support while working with Product, Development and infrastructure to deliver upon roadmaps.
Partnered with Customer Support, Information Security, Compliance, Marketing to support the business.
Meet or exceeded the Bill Pay ITIL Performance KPI's.
Part of the 24/7 On-Call Incident and Escalation Response met or reduced MTTR.
21% decrease in Priority or Severity One incidents by reporting issues accurately and working with Product and Development.
Maintained 100% Change Success rate as individual contributor and was technical reviewer for team changes.
Created processes for ACI's Problem Management group in Salesforce and Atlassian JIRA.
Automated Code Deployments and technical tasks to drive down manual toil.
Worked with Vendors, Suppliers and Contractors on upgrades and projects.
ACI WorldwideSystem Engineer
Sep. 2015 - Apr. 2017Auburn, Alabama AreaDay to day operations for the Bill Pay Application Platforms, Production System Support while working with Product, Development and infrastructure to deliver upon roadmaps.
Partnered with Customer Support, Information Security, Compliance, Marketing to support the business.
Meet or exceeded the Bill Pay ITIL Performance KPI's.
Part of the 24/7 On-Call Incident and Escalation Response met or reduced MTTR.
21% decrease in Priority or Severity One incidents by reporting issues accurately and working with Product and Development.
Maintained 100% Change Success rate as individual contributor and was technical reviewer for team changes.
Created processes for ACI's Problem Management group in Salesforce and Atlassian JIRA.
Automated Code Deployments and technical tasks to drive down manual toil.
Worked with Vendors, Suppliers and Contractors on upgrades and projects.
ACI WorldwideAssociate System Engineer
Mar. 2015 - Sep. 2015Auburn, Alabama AreaDay to day operations for the Bill Pay Application Platforms, Production System Support while working with Product, Development and infrastructure to deliver upon projects and roadmaps.
Partnered with Customer Support, Information Security, Compliance, Marketing to support the business.
Meet or exceeded the Bill Pay ITIL Performance KPI's.
Part of the 24/7 On-Call Incident and Escalation Response met or reduced MTTR.
21% decrease in Priority or Severity One incidents by reporting issues accurately and working with Product and Development.
Maintained 100% Change Success rate as individual contributor and was technical reviewer for team changes.
Created processes for ACI's Problem Management group in Salesforce and Atlassian JIRA.
Automated Code Deployments and technical tasks to drive down manual toil.
Worked with Vendors, Suppliers and Contractors on upgrades and projects.
Official PaymentsSenior Project Manager
May. 2013 - Mar. 2015Auburn, AlabamaPromotion to Senior Project Manager in less than 2 years.
Managed New and Existing customer projects to support solution implementation projects to enable online bill payments in multiple industries.
Used internal and external configuration tools to build and manage client payment solutions.
Successfully managed multiple projects with an average of 45 days go-live timeline.
Improved project plan documentation to create efficiencies in End to End Project Management.
Official PaymentsProject Manager
Jul. 2011 - May. 2013Auburn, Alabama AreaManaged New and Existing customer projects to support solution implementation projects to enable online bill payments in multiple industries.
Used internal and external configuration tools to build and manage client payment solutions.
Successfully managed multiple projects with an average of 45 days go-live timeline.
Improved project plan documentation to create efficiencies in End to End Project Management.
Official PaymentsAccount Executive
Jan. 2011 - Jul. 2011Auburn, Alabama AreaGovernment Sales for Electronic Payment Processing
Official PaymentsClient Services Account Manager
Mar. 2009 - Dec. 2010Auburn, Alabama AreaReconciliation
Accounting
Reporting
Resolve Client Issues
Official PaymentsCustomer Service Representative
Jan. 2009 - Mar. 2009Auburn, Alabama AreaReceive inbound phone calls
Take payments
Integrity Staffing SolutionsRecruiting/ Branch Manager
Oct. 2007 - Nov. 2008Lexington, Kentucky AreaRecruiting potential employees for Clients.
Integrity Staffing SolutionsCompliance Manager
Aug. 2006 - Oct. 2007Lexington, Kentucky AreaMade sure all application were signed and documented.
Made sure all employees provided all documents necessary for employement.
Integrity Staffing SolutionsAssistant Operations Manager
May. 2006 - Aug. 2006Lexington, Kentucky AreaProvided leadership to onsite employees.
Attendance
Write ups
Preformance Reviews
Integrity Staffing SolutionsStaffing Consultant Coordinator
Mar. 2006 - May. 2006Lexington, Kentucky AreaRecruiting
Marketing
Compliance
Payroll
Integrity Staffing SolutionsCompliance Specialist
Nov. 2005 - Mar. 2006Lexington, Kentucky AreaReviewed Applications
Education and background checks
Foresters Financial ServicesFiancial Sales Representative
May. 2005 - Nov. 2005Lexington, Kentucky AreaSales
Mutual Funds
Life Insurance
Stocks
Bonds
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