Experience

Skills

Work History

NATIONWIDE MUTUAL INSURANCE COMPANY

Business Analysis and IT Service Delivery Manager

• Worked with IT partners to identify and implement business KPIs that increased critical application availability from 99.5% to 99.999%.
• Utilized various business intelligence tools for creating dashboards and CIO reporting to influence Investments IT strategy.
• Managed and deployed executive communications outlining critical business impacts to Investments professionals and their ability to trade.
• Led design and collaborated on Implementation of Investments IT work intake to support business requirements and research requests for trading on $100B Investments portfolio.
• Trained Investments Professionals on IT tools that supported LEAN workflow.
• Analyzed and enhanced shared service workflow to increase business issue resolution from 10% to 56%.
• Led monthly business reviews with IT partners to communicate and resolve operational support issues.
• Collaborated with business and IT partners to identify and document standard work for creation of an Agile run operations team. Served as Scrum master and Product owner through organizational change period.
• Led cross functional team that increased ROI for Derivatives traders by enhancing business process and infrastructure performance.
• Worked with Product Owners to enhance agile software delivery in support of custom applications, Real Estate Investments, data analytics, controllership, and reporting business requests.
• Implemented Problem identification and resolution process that provided visibility, communications, and simplified prioritization of business needs.

IT Operations and Communication Consultant                                                                    

• Managed incident mitigation teams and ensured compliance with enterprise policies and procedures.
• Conveyed action plans and business impacts to enterprise executive stakeholders for awareness and sponsorship of highly visible incidents
• Developed and implemented a quality assurance program to improve acumen and timeliness of executive communications and business impact assessments during critical outages.
• Led requirements gathering and writing of user stories for enterprise implementation of ServiceNow Incident module.
• Ensured IT Service Management processes and procedures were executed to reduce mitigation costs.
• Collaborated with Enterprise Shared Service Teams to improve work transition from break-fix to root cause analysis and problem efforts.
• Facilitated process training and strengthened relationships across various lines of business to ensure proper work categorization and improve incident resolution times.

Mainframe and Distributed Operations Lead                                                      

• Trained, transitioned, implemented, and automated the Titan Insurance Batch Operations to the Nationwide distributed mainframe team.
• Drove a culture of continuous improvement using LEAN and Kaizen concepts.
• Provided direction on development plans of analysts and ensured that action plans were in place for continual learning.
• Produced scorecard metrics for team performance, and individual performance reviews.
• Oversaw a $1M operating budget while ensuring costs remained at or below allocations.
• Created and integrated a training program for new hires promoting associate growth and enabling the team to maintain high levels of customer support.
• Led automation initiatives to reduce nightly batch processing errors and improve regulatory compliance.
• Minimized manual errors by creating a documentation repository and review cadence for batch incidents resolution.
• Led team responsible for Enterprise Command Center OCM.  Created new operating model which introduced variable workforce and allowed us to cut operating cost nearly 15%.
• Cut mandatory overtime by 70% saving »$500K annually on overtime while ensuring operations were staffed 24×7.

IT Operations Analyst

• Mainframe and Distributed Operations Analyst responsible for batch processing break/fix and online SLA adherence.
• Ensured processes were in place to maintain system availability while also participating in yearly Disaster Recovery exercises.
• Managed batch incident queues and escalated issues as required. 
• Collaborated with business units to ensured resolution documentation was up to date.
• Performed user acceptance testing (UAT) for IT service management system upgrades.

Prior:

Windows and Linux Systems Administrator »Hewlett-Packard Corporation

Billing Specialist » Qwest Communications

Education