KiKi

Strategic cybersecurity, risk, and technology operations leader with 20+ years of experience strengthening enterprise security posture, maturing governance frameworks, and driving operational resilience across healthcare and financial services. Recognized for building high-performing teams, optimizing cross-functional processes, and aligning cybersecurity programs with regulatory requirements including HIPAA and NIST RMF. Deep expertise in incident management, BC/DR, enterprise monitoring, and IT operations with a proven ability to reduce organizational risk and improve response readiness.

Cybersecurity Business Analyst at Covenant Health (2020-03 – Present)

• Lead enterprise cybersecurity governance, risk, and compliance operations ensuring alignment with HIPAA, internal security standards, and NIST RMF.
• Drive program maturity for risk management, policy lifecycle, incident response, and data loss prevention.
• Manage business continuity and disaster recovery planning and organizational response activities.
• Build executive-level reporting frameworks to communicate risk posture, program performance, and operational readiness.
• Implement and optimize governance processes that reduce organizational exposure and strengthen enterprise resilience.

Technology Operations Center Manager at First Tennessee Bank (2011-01 – 2019-06)

• Directed a 24×7 Technology Operations Center supporting enterprise data center processing, incident management, and continuous IT operations.
• Served as senior escalation point for complex incidents impacting mainframe and distributed systems.
• Led multi-shift teams across Operations, Enterprise Transmissions, Scheduling, Monitoring Engineering, and Service Desk Technical Support.
• Designed and deployed improved operational processes, tools, and work aids to enhance efficiency and reliability.
• Set strategic direction for operations engineering and enterprise monitoring functions.
• Managed BCP for the Enterprise Production Operations division.

Incident Manager at First Tennessee Bank (2008-11 – 2011-01)

• Coordinated enterprise-wide recovery of technology and process failures.
• Established critical incident guidelines and delivered timely updates to senior leadership.
• Matured incident and problem management processes, including Knowledge Base and Known Error documentation.
• Maintained Service Manager CMDB configuration items and contact information.
• Led Root Cause Analysis and Problem Management to eliminate recurring issues.
• Supported Records Management and Business Continuity initiatives.

IT Business Operations Analyst at First Tennessee Bank (2006-02 – 2008-11)

• Developed operational metrics and strategic reporting for Business Operations leadership.
• Provided training and backup support for Coding and Receiving gates.
• Partnered with senior analysts to deliver insights that informed executive decision-making.

Quality Assurance Manager – Voice Operations at First Tennessee Bank (2003 – 2006-02)

• Oversaw business strategies to maintain contractual and operational standards for Voice Operations.
• Provided escalation support for the Technical Assistance Center and statewide technicians.
• Strengthened vendor partnerships and ensured quality assurance for branch systems.
• Delivered project management support for service, implementation, and internal business partners.
• Managed Business Continuity and Disaster Recovery planning.

Project Manager – Telecommunications at First Tennessee Bank (2001 – 2003)

• Managed enterprise maintenance, change orders, and process management for Voice Services.
• Led quality assurance, incident and problem management, and BCDR planning.
• Implemented efficiency improvements aligned with First Power Culture standards.

Administrative Manager – Telecommunications at First Tennessee Bank (1999 – 2001)

• Coordinated statewide maintenance and service center operations with full budget responsibility.
• Provided 24×7 escalation support and managed billing and Telco orders.
• Maintained Telecom Services database systems and supported BCDR planning.

Office Supervisor – Central Alarm Systems at University of Tennessee (1996-09 – 1999-03)

• Served as System Administrator for a Litton PolyScientific security monitoring station.
• Managed hiring, training, and scheduling for monitoring and data entry operators.
• Oversaw accounts payable/receivable and provided 24×7 technical and administrative support.
• Supported alarm dispatching, system programming, and access enrollment.