Risk Management; Banking, Business Continuity, Operations Disaster, Recovery & FDIC Compliance Expert

Technical Consultant #2540

Business continuity
Disaster recovery
Financial technology controls
Financial technology problem management
Risk management
Technology control
Compliance: Federal Deposit Insurance Corporation (FDIC) and European Pharmaceutical Research Association (PRA) Standards.
Cyber security
Digital product management
Financial customer service
Project management
Agile methodologies
Microsoft and Google applications
Rally

T. R. M., Owner, 2020 - Present

Provide business continuity planning, management, testing and consulting services to small and mid-sized businesses throughout the United States and internationally. Clients include: BlockZero, Utah Scientific, HistoxLabs and more.
Manage 5 part-time business continuity writers, trainers and technical disaster recovery experts.

B.U. Bank, Wilmington, DE, Technology Control Engagement Manager, 2020 - Present

Oversee the operations of this multinational credit card and payment services provider, and division of this bank’s issued credit card products for partners such as Uber, American Airlines and Apple.
Representative for 5 global control standard improvement programs.
Responsible for compliance to Federal Deposit Insurance Corporation (FDIC) and European Pharmaceutical Research Association (PRA) standards.
Challenges included coordination of over 50 leaders to improve configuration for more than 300 applications.
Coordination across standards resulted in successfully coordinating configuration improvement of over 300 in scope applications and the creation of a group-wide capacity and demand reporting structure three months ahead of schedule.

Cyber Security Program Manager, 2015 - 2017

Created and managed the day-to-day task list, weekly reporting, and budgeting when the B.U. Bank Cyber Security Program was introduced in September of 2016.
Managed the $9.1 million Digital Enhancements program resulting in multiple industry leading improvements in digital customer experience.
Critical to managing the program was creating a personnel billing audit process which resulted in a 50% reduction in monthly program billing.

Bank of America, Wilmington, DE, Senior Vice President of Digital Banking, 2006 - 2015

Served as the digital banking representative for business recovery, customer service escalations, and customer service initiatives and improvements.
Successfully led a SharePoint redesign to reduce procedures from 1,400 to 700, improving First Call Resolution metrics across four contact center locations and improving customer satisfaction.
Improved online and mobile banking experience for customers by using web analytics tools (Coremetrics, Opinionlab PLF), following standard system development methodologies to enhance online and mobile functionality.
Conducted two years of consultation for China Construction Bank on root cause analysis, defect remediation and digital customer service.
Established and lead multiple feedback forums involving senior contact center leadership and first line managers for a true top-down view of opportunities to reduce risk.

MBNA, Newark, DE, Vice President – eBusiness, 1996 - 2006

Successfully managed a large virtual team responsible for Online and Mobile production issues, customer experience, business continuity, and operational readiness for six annual technology release occurrences.
Led a multi-department team responsible for developing and implementing strategies to reduce the occurrence of customer impacting defects and errors in Online and Mobile Banking.
Achieved 100% service level agreement adherence for defect remediation.
Resolved more than 200 new customer-impacting defects per month.
Improved productivity by creating service level agreements between business areas and scorecards to measure defects and outages.
Served as the primary contact for all severity incidents, managing up to 230 per month and the primary contact for all digital executive complaints and escalations.
Successfully led Release and Change Planning and Coordination for digital banking, supporting 29 million active customers who performed more than one billion transactions per month.
Led the strategic development and execution of the Online and Mobile disaster recovery and communication plan (business continuity). Founding member and digital representative of the Enterprise Core Response Team.
Managed relationships with multiple vendors and outside partners including AT&T, Intuit, Microsoft, Mozilla, Apple, Alertsite, Nameprotect and Verisign.

Accomplishments

Founder and owner of T. R .M. business continuity planning consultants
Complete IT overhaul of Talleyville Fire Co. including server replacement, desktop upgrades, display boards, phone systems, wifi and company operating procedure creation.
Managed the implementation of five global Technology Control Standards across all of B.U. Banking. This was a yearlong program requiring the onboarding of multiple tools, process creation and revision and reporting protocols implemented across the enterprise.
Founder of the Bank of America Core Response Team dedicated to creating and executing enterprise-wide business continuity plans. This exceeded regulatory requirements, decreased response time, increased coordination, and resulted in positive public relations opportunities.
Managed the $9.1 million Digital Enhancements program resulting in the merging of multiple pc based and mobile sites into a single responsive design, enhanced payment rules engine, automated account activity text alerts and apple watch peek.

Credentials

Leading SAFe Agilist Certification
Response considerations during an outbreak or pandemic AWR-915-W | Dept. Homeland Sec
Emergency Planning IS-00235.c | FEMA
Notary Public – State of Delaware – current
MS Office applications, Advanced Excel, MS Project, Visual Basic, Sharepoint, Visio, LDRPS, Rally, Agile Methodologies, Online/Mobile Browser Expertise, SEO, Coremetrics, Web analytics

Academic and Professional Affiliations

Awards

Recipient of the University of Delaware Leadership and Social Responsibility Award