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Work Background
Wells FargoLead Technology Business Systems Consultant
Aug. 2022 - Aug. 2025I drove the IT Service Management strategy to enhance customer and team member experience, streamline operational foundation, and promote automation across technology platforms and partnerships. I provided technical product analysis to align IT Service Management with problem, incident, and change management capabilities, ensuring coordination across domain areas for enterprise-wide, end-to-end SACM capabilities. Additionally, I facilitate the analysis and rationalization of ServiceNow incident and problem management processes by leveraging my broad technical knowledge as a key liaison within the IT Service Management Product team. • Strengthened platform reliability and service transparency by integrating observability solutions that enabled predictive analytics and early incident detection. • Optimized processes and elevated efficiency, particularly in incident and problem management by leading service improvement plans in accordance with ITIL processes.
Wells FargoSenior Technology Business Systems Consultant
Sep. 2017 - Aug. 2022In my previous role, I led the transition of Wells Fargo's ITSM platform from Remedy to ServiceNow, overseeing the deployment of the initial ServiceNow upgrade and establishing processes for future upgrades. I developed the Clone processes for the ServiceNow Platform team to replicate ServiceNow environments and assist Product teams in managing their restore work efforts. As a Release Manager and Kanban Lead, I established Agile Teams, created Jira boards, and implemented processes to manage user stories from request to completion. • Boosted product/project efficiency by 25%, fostered team collaboration, and reduced delivery times through the introduction of Agile methodologies. • Drove a 30% reduction in product/project delivery times and a 20% increment in stakeholder satisfaction by steering agile transformation across the ITSM organization. • Completed a complex digital transformation project two months ahead of schedule and under budget by 20% by overseeing a cross-functional team.
Wells FargoWells Fargo - Information Technology Project Manager
Sep. 2015 - Mar. 2017In this position, I collaborated closely with Wells Fargo leadership and management to support the Enterprise Information Technology Framework and Target Operating Model, ensuring compliance with business, security, and regulatory requirements. I led a project to align configuration management and IT asset management with the Service Asset & Configuration Management program. I also enabled reporting on IT assets across all asset classes and competency centers by establishing a configuration management risk profile, as well as an initial key performance indicator and risk indicator framework for governance operations. • Raised customer satisfaction ratings by 30% via the employment of a customer-first strategy during the project lifecycle. • Evaluated configuration management tools and items with broad technical knowledge while acting as a key liaison between the tools and automation workstream and configuration management program.
CenturyLinkCenturyLink - Senior Infrastructure Project Manager
Apr. 2014 - Apr. 2015During this tenure, I optimized operations by efficiently scheduling Ericsson TIRKS batch processing resources, supporting test runs/scrums, monitoring job execution, and ensuring the quality of metrics results. I coordinated logistics, secured resources, recorded action item logs, and streamlined deployment activities by directing Layer 2 & 3 test runs, dress rehearsals, and go-live/war room deployment activities. Additionally, I facilitated the effective implementation of technology strategy for platforms, partnerships, and external relationships by developing Layer 2&3 project and communication plans, go/no-go deck, and deployment triage process. • Lifted bandwidth capacity by 400% through the company's network infrastructure upgrade. • Expedited development and testing efforts through hybrid SDLC/Agile development methodology. • Orchestrated seamless launch of CenturyLink's largest network inventory consolidation (NIC) production go-live event by supervising and assessing daily/weekly Ericsson TIRKS load management test runs/scrums. • Ensured zero downtime during business hours and attained a 15% increase in productivity by administering enterprise-wide network update rollout.
Bank of AmericaBank of America - Technology Solutions Project Manager
Aug. 2009 - Apr. 2014In my previous position, I enhanced operational efficiency by spearheading the definition of technical and business requirements and project plans and leading contact center application technology teams through the project lifecycle. I transformed complex end-user needs into actionable technology requirements and ensured the delivery of deliverables through a hybrid DAIC/PMI/Agile project management approach. Additionally, I designed and enforced robust contact center, customer relationship management, and workforce management systems and processes, which included calls, work, and data flow analysis. • Maximized team productivity by reviewing project deliverables and integrating industry best practices. • Managed multiple call center technology projects, including start-up, restructure, change management, and process improvement in adherence to tight deadlines and budget constraints. • Improved end-to-end state contact center technology infrastructure by initiating Aspect Unified IP (UIP) technology and offering a blueprint for technology deployments across contact centers.
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