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Work Background
Program Manager
Charles SchwabProgram Manager
Nov. 2022
Senior IT Project Manager, Contractor with Randstad
Charles SchwabSenior IT Project Manager, Contractor with Randstad
Nov. 2020 - Nov. 2022Phoenix, Arizona, United States
Senior Service Delivery Manager
FISSenior Service Delivery Manager
Jul. 2015 - Nov. 2020
Senior Project Manager
RandstadSenior Project Manager
May. 2015 - Jul. 2015
QA Manager - Performance & Capacity
Bank of AmericaQA Manager - Performance & Capacity
Apr. 2013 - Feb. 2015Led all capacity planning and performance testing for Bank of America’s Shared Operations Technology (SOT), Video Teller Agent and Contact Center Technologies. Worked closely with Program and Project teams to improve Performance Testing integration into Channels Technology Portfolio. Established first Agile SDLC performance testing plan within Bank of America Channels and eCommerce Technologies. Enforced “Permit to Build” and “Permit to Operate” policies for resiliency, performance and scalability. Led teams consisted of on-shore, near-shore and offshore associates and contractors.
ATM Technology Program Manager
Bank of AmericaATM Technology Program Manager
Aug. 2011 - Apr. 2013Led a team of project managers within the ATM Technology and Operations channel responsible for the delivery of technology requirements from the Line of Business (LOB). Program manager responsibilities included oversight of timeline and budget, created / enhanced project and program management processes, coached and provided on-boarding to associates, contractors and vendors. Provided executive and stakeholder updates and escalation point for all issues. Created and led training sessions for project managers. Partnered with vendors.
ATM Technology Project Manager
Bank of AmericaATM Technology Project Manager
May. 2009 - Aug. 2011Managed technical projects focused on 17k+ ATMs nationwide. Ensured that customer success metrics and Line of Business (LOB) requirements were met. Organized tasks, timelines and budgetary forecasts for internal and vendor teams. Built / enhanced process improvements and implemented as standard. Mentored associates and contractors.
eCommerce Technology Project Manager
Bank of AmericaeCommerce Technology Project Manager
Oct. 2007 - Mar. 2009Led eCommerce project groups tasked with enhancements to the Bank of America homepage and Online Banking websites affecting 200MM unique sessions per month. Subject matter expert for SDLC, work breakdown structures (WBSes), created bottoms-up resource plans and mentored teammates.
eCommerce Systems Architecture and Analysis Consultant
Bank of AmericaeCommerce Systems Architecture and Analysis Consultant
Feb. 2005 - Oct. 2007Managed system performance, capacity and availability. Designed, developed and implemented architectural deliverables, included assessments, system design optimizations and user requirements reviews. Determined technical and operational feasibility solutions. Led two unfunded projects: Borneo (Web 2.0) and created an end-to-end ecommerce performance testing environment.
ATM Analyst / Software Quality Control
Bank of AmericaATM Analyst / Software Quality Control
Apr. 2004 - Feb. 2005Prepared and conducted Quality Control (QC) enhancements. Created or modified procedures and standards. Developed and implemented metrics which assessed the quality of delivered enhancements. Presented problem resolutions to senior management.
ATM Analyst / Applications Programming
Bank of AmericaATM Analyst / Applications Programming
Aug. 2001 - Apr. 2004Developed, tested, configured and released enhancements for the Base24 platform on the Tandem system. Production support of 15,000 ATMs nationwide.
Senior Quality Assurance Supervisor
WorldComSenior Quality Assurance Supervisor
Aug. 2000 - Feb. 2001Scheduled, coordinated and documented all Tandem testing for the Wholesale Long Distance Group. Created full documentation of the proprietary CDR Server application.
Software Engineer
ACI WorldwideSoftware Engineer
Aug. 1998 - Jul. 2000Enhanced Base24 code for Financial customers. Developed and unit tested enhanced Base24 modules. Documented test cases for customer and third party testing.
Airborne Computer Technician
USAFAirborne Computer Technician
Mar. 1992 - Mar. 1998In-flight technician responsible for Airborne Warning and Control (AWACS) computer systems.

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