Cherisse Marshall

Versatile, results-driven professional with 25 years of experience, adept at leading and managing processes and 24/7 support teams, ensuring resiliency and reliability of applications, and fostering collaboration across development and business partners. Familiar with using ServiceNow to track incidents, changes, and problems. Highly skilled in Cross Functional Technology coordination and Command Center engagement.

Proven success in driving incident reduction, promoting professional development, and managing critical portfolios. Excels in team leadership, relationship management, and process improvement. Eagerly seeking to leverage these skills, experiences, and accomplishments in a new technology role.

Problem Management Analyst (Department of Veteran Affairs) at EMERGING TECH (2025-06 – Present)

• Track Problem Management metrics for weekly technology report
• Facilitate the discussion of trends found for problems to proactively prevent the recurrence
• Document and track the progress of resolution of problems reported via Problem Ticket
• Escalate major issues and recommendations to senior management to ensure they are aware of opportunities for improvement within the Problem Management process

Production Support Lead (CVS/Aetna) at INSIGHT GLOBAL (2024-10 – 2025-06)

• Track metrics for nightly processing to discuss with business during morning touch points
• Facilitate discussions regarding process performance, data discrepancies, and schedule modifications
• Document and track the progress of problem resolution efforts
• Escalate major issues to senior management to ensure they are aware of team involvement, business impact, and prepared for any communication that requires their acknowledgement

Application Support Manager at FANNIE MAE (2012-09 – 2023-04)

• Managed and provided feedback for a team of 17 FTEs and contractors, achieving high team utilization, resulting in a 15% increase in project efficiency
• Held team representatives accountable for various initiatives, such as releases, resiliency exercises, and emergency support calls, for both on-prem and Cloud applications
• Performed monthly and quarterly analysis of more than 300 ServiceNow tickets, identifying areas for improvement and achieving 10% reduction quarterly
• Engaged in ongoing communication with development and business partners to align on performance and future initiatives for 26 applications
• Promptly alerted senior management about significant issues, promoting transparent discussions of team issues and accomplishments
• Championed risk reduction by driving discussions regarding configuration changes, creating scripts for automation, and buy-in on permanent solutions
• Promoted a collaborative environment in daily operations and quarterly Team Building exercises

Associate/Senior/Lead Production Support Analyst at FANNIE MAE (2000-07 – 2012-09)

• Managed all application inquiries within a critical portfolio, including batch maintenance, UNIX scripting, interface queries within Sybase and Oracle, and business report improvements
• Supported software development team by providing comprehensive project management, including scope definition, analysis, design, and issue resolution
• Managed Autosys batch scheduling issues by modifying code, coordinating with Autosys support staff, and analyzing new batch requests, ensuring minimal disruptions; introduced batch only migrations to be able to update schedules outside a SDLC release
• Assumed responsibility for on-call rotation, directing escalations for all applications after the primary and secondary, ensuring efficient handling of critical issues
• Exercised comprehensive oversight of contractors, handling task assignments, timesheet and vacation approvals, and annual reviews in accordance with vendor guidelines

Interdisciplinary Studies in Management Information Systems (MIS) – Virginia Tech