As Major Incident Manager: Lead higher criticality incidents and crisis including the chairing and facilitation of a wide range of major incidents to drive mitigation and resolution. Facilitate and/or manage teleconferences to drive service restoration partnering control group participants, business customers and engage IT areas as needed. Provide ongoing status of progress. Documentation of incident records to meet all quality requirements. Governance – examination of incidents for data quality and process conformance
• Ascertain impact to bank's meeting regulatory requirements and ensure control group decisioning is timely.
• Ensure incidents are managed at the appropriate level, all incidents are escalated to leadership appropriately, and all incidents are assessed for the appropriate criticality.
• Decision authority to pursue emergency change during active event.

Led enterprise-wide incident avoidance, problem management, and business recovery through partnering with cross functional business/technical teams to create simplified triage plans that isolated root causes within very complex IT systems for Fortune 500 global clientele including Anthem, Aerojet Rocketdyne, Wipro, Axis Insurance, NYSE, Delta Airlines, Infosys and InterContinental Hotels Group (IHG).

Bureau of Fiscal Service (Project)- Help create and develop proactive (IR) procedures including runbooks and playbooks; 3rd Party, Unintentional Insider Threat, DDoS, High Profile Vulnerability, Loss of Critical Technical Resource, and Cyber Threat Intelligence; as well as IR manuals, and crisis guidelines. Dell Technologies (Project) – Help develop After Action Review (AAR) for client as well as assist in creating 8 playbooks. Key player in hosting stakeholder interviews with client's executive and senior leadership team to discover gaps and failures. Limited but in scope to make recommendations aligned with Crisis Management best practices. Bank of America (Project) – Support Incident Response lifecycle via triage and investigation of detections and act as appropriate (e.g., live response, containment, escalation, etc.) Identify coverage and efficiency gaps in available data and tooling and participate in incident response and manage escalations as needed. Provide after hours support

Ensured that cyber security was compliant with Health Information Technology for Economic and Clinical Health Act (HITECH), Health Insurance Portability and Accountability Act (HIPAA), and National Institute of Standards and Technology (NIST) in a high-stress and busy 24/7 security operations center environment.
• Led triage, managed major/minor security incidents, and developed and applied incident handling processes, including preparation, identification, containment, eradication, and recovery, in a forensically sound manner.
• Maintained and enforced adherence to corporate HIPAA, HITECH and PPACA compliance, standards, processes, and procedures, while delivering industry-leading cyber security initiatives.
• Led the ideation and implementation on multiple cyber security-owned initiatives and provided direct influence on multiple project team owners to ensure buy-in and collaboration for new technology programs.
• Directed cross-functional teams, internal resources, and vendors t

Provided executive ITSM, Service Delivery and operational support services to well-recognized Fortune 500 clients in healthcare, pharmaceutical, financial services, and telecom industries such as Merck, Cricket Wireless, Global Payments, Noise Consulting, and other top firms throughout the United States.
• Monitored the effectiveness of the incident management process and made recommendations for best practices, always integrating new-found innovative ideas that propelled business forward.
• Developed business and operating models and capabilities that supported Merck's strategic vision, drove company growth, and maximized ROI across technology investments.
• Provided executive consulting on matters of process improvement for the full range of execution and governance of incident and problem management policies/for small to medium-scale ITIL project initiatives.
• Served as Executive Advisor, reducing enterprise incidents, problem management, and business recovery through partnerin

Led cross-functional team of 17 senior-level, Windows, UNIX, Linux, and middleware engineers to deliver infrastructure support while enhancing team member's development through coaching, feedback, and cross-training opportunities.
• Ensured compliance with regulatory and audit standards including Gramm–Leach–Bliley Act (GLBA), Payment Card Industry Data Security Standard (PCI), Personally identifiable information (PII), Sarbanes–Oxley Act (SOX).
• Acted as subject-matter expert and key point of contact across company IT teams in areas of incident, risks,
• problem, and change management, resulting in improved focus and understanding of critical concepts.
• Developed and instilled a continuous improvement culture by evaluating performance metrics, identifying areas for improvement, and implementing and monitoring improvements to ensure goal attainment.
• Developed, implemented, and communicated system configuration policies and standards, business continuity and disaster recovery p

Managed large-scale global and enterprise-wide incidents, IT Infrastructure, and applications and systems, performing detailed analysis network/server design and technical flaws to address service outages on internal networks.
• Worked closely with ITIL process owners (including Service Desk, Incident, Problem, Change, and Configuration Managers) to facilitate conversations, analyze, determine, document, improve and implement new processes.
• Demonstrated project and technical leadership by identifying and addressing key business issues, determining needs, evaluating, and validating analysis, and developing recommendations.
• Real-time stakeholder communication of major incidents.
• Proactive identification of performance deterioration (Proactive Major Incident- and Problem Management)
• Led and mentored Network Operation Control (NOC) personnel through day-to-day activities, improving not only the level of support, but also increasing the number of support tickets successfully cl

Day-to-day 24X7 operations of Enterprise wide Remote Access