Log in

Login to your account

Username *
Password *
Remember Me
Loading...
Show More
Add this resume to contact form Yes No
Back to Search Result GO

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

Technical Consultant #2540


Expertise

  • 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

Experience

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.

Honors & Publications


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

  • Board member and IT Director for Talleyville Fire Company
  • Member – New Castle County Chamber of Commerce
  • Active member of Talleyville Fire Company (16 years of service)

Awards

  • Recipient of the University of Delaware Leadership and Social Responsibility Award

Education

  • B.S. Leadership in Community Organizations, University of Delaware, Newark, DE
Back to Search Result GO