TECHNOLOGY SUPPORT LEAD — CHANGE MANAGEMENT & GOVERNANCE - JPMORGAN CHASE & CO. - WFT Line of Business
(2023-01 - 2026-01)
- Supported Change Management and governance for enterprise technology operations within the WFT line of business.
- Reviewed high volumes of enterprise change records, ensuring required documentation, approvals, risk information, implementation plans, and validation requirements met established governance standards.
- Reviewed approximately 9,500 change records annually across multiple lines of business, with the volume potentially conservative due to multiple reviews of individual changes.
- Built ServiceNow reports and dashboards to improve visibility into change activity, governance, operational performance, and trends.
- Identified recurring manual changes suitable for Standard Change conversion and guided technical teams through design, documentation, governance, testing, and refinement.
- Helped expand automated Standard Changes that reduced approval overhead and saved approximately 8 hours of manual effort per automated change.
- Performed bug-fix and enhancement testing for ServiceNow functionality, documented findings, and helped validate and refine automation.
- Worked with Agile and SCRUM methodologies to document and improve team processes and functions.
- Trained new ServiceNow users and communicated platform updates and enhancements to end users.
- Worked extensively with Site Reliability Engineers, Application Development (DevOps), approval groups, team members, change ownership structures, and workflow requirements to maintain accurate governance and operational routing.
- Leveraged Microsoft Copilot, Claude, and enterprise LLM tools to improve documentation, meeting summaries, reporting, process analysis, and workflow improvement.
TECHNOLOGY SUPPORT LEAD — CHANGE MANAGEMENT & GOVERNANCE - JPMORGAN CHASE & CO. - CT Line of Business
(2016-01 - 2023-01)
- Managed Change Management and governance activities for enterprise technology operations.
- Reviewed and approved production changes while ensuring compliance with governance, audit, risk, and operational standards.
- Personally reduced the use of emergency changes and unnecessarily extended change windows across the line of business by approximately 40%.
- Performed audit and governance reviews before and during CAB meetings, during the approval processes, and prior to production implementation to help reduce operational risk.
- Developed ServiceNow dashboards, reports, and operational metrics to improve visibility into change performance and governance.
- Partnered with technical teams to identify opportunities for Standard Change conversion and reduce manual approval and execution effort.
- Led UAT and regression testing for ServiceNow enhancements and new functionality, validating requirements and identifying defects before production deployment.
- Authored governance documentation, standard operating procedures, templates, minimum acceptance criteria, restrictions, validation procedures, and knowledge resources.
- Trained and supported newly appointed Change Managers and served as a trusted subject matter expert for change governance, ServiceNow processes, reporting, testing, and operational improvement.
TECHNOLOGY SUPPORT III — INCIDENT MANAGEMENT & COMMUNICATIONS - JPMORGAN CHASE & CO. - CT / CTO / CCB Lines of Business
(2010-01 - 2016-01)
- Managed high-severity production incidents and business-impacting technology outages in a global enterprise environment.
- Led incident bridges, coordinated technical teams, maintained incident documentation, and drove communications from escalation through service restoration.
- Coordinated application, infrastructure, network, database, security, vendor, and other technical teams during complex production events.
- Delivered clear and timely communications to executives, technology leadership, business leaders, application owners, technical teams, and vendors.
- Created and improved incident management templates, documentation standards, and communication practices.
- Trained and mentored Incident Managers across North America, APAC, and EMEA.
- Built a strong reputation as a trusted Incident Commander who brought calm, structure, and effective coordination to high-pressure production events.
TECHNOLOGY SUPPORT III — PRIORITY 1 & MAJOR INCIDENT MANAGEMENT - JPMORGAN CHASE & CO. - CT / CTO / CCB Lines of Business
(2007-01 - 2010-01)
- Served as Incident Commander for Priority 1 and major incidents affecting approximately 1,000–50,000 users or customers.
- Led incident bridges involving approximately 20–300 participants and coordinated response across 2–30 technical teams.
- Assumed control of complex incidents with limited prior knowledge of the affected application or technology, rapidly establishing impact, workstreams, ownership, and response priorities.
- Managed Priority 1 / Severity 1 incidents occurring approximately once or twice weekly within a high-volume operational environment.
- Maintained call control, action tracking, technical documentation, and structured communications while driving response toward service restoration.
TECHNOLOGY SUPPORT — INCIDENT & PROBLEM MANAGEMENT - JPMORGAN CHASE & CO. - CAS Line of Business
(2005-01 - 2007-01)
- Managed technology incidents and problems, coordinating technical resources and supporting restoration of business services.
- Investigated operational issues, coordinated escalation, tracked actions, and maintained accurate incident and problem documentation.
- Collaborated with technical teams and stakeholders to identify causes, restore services, and support follow-up problem management activities.
INCIDENT MANAGER - JPMORGAN CHASE & CO. - GTI Line of Business
(2004-01 - 2005-01)
- Managed technology incidents and coordinated technical response activities to support timely service restoration.
- Developed foundational expertise in enterprise incident coordination, escalation, communications, documentation, and stakeholder management.
LEAD NETWORK TECHNICIAN - NATIONWIDE INSURANCE
(2001-01 - 2004-01)
- Provided technical leadership for network support activities and escalated technical issues.
- Delivered clear and timely communications to executives and stakeholders.
- Led and mentored technical team members while coordinating troubleshooting and resolution of complex network problems.
- Worked as a Liaison between local exchange companies, network providers, resolvers, and customers.
- Supported enterprise networking operations and collaborated with technical teams to restore service and resolve infrastructure issues.
NETWORK TECHNICIAN - NATIONWIDE INSURANCE
(1999-01 - 2001-01)
- Configured, maintained, troubleshot, and supported enterprise network infrastructure.
- Diagnosed and resolved network connectivity and infrastructure issues affecting business users and operations.
SERVICE DESK ANALYST - NATIONWIDE INSURANCE
(1997-01 - 1999-01)
- Provided technical support to end users, troubleshooting hardware, software, connectivity, and technology-related issues.
- Diagnosed problems, documented incidents, and coordinated escalation when specialized technical assistance was required.
- Supported end-user Windows NT adoption from terminal based technology.
