Alex Schneider
898 Heyl Avenue, Columbus,OH
Summary
Director with expertise in strategic planning and team leadership, focused on performance optimization through data driven decision making and A/B testing. Achieved significant company growth through the development of efficient operational strategies and strong professional relationships. Skilled in problem solving and effective communication to influence stakeholders. Proven track record of delivering innovative solutions and meeting organizational objectives.
Overview
15
15
years of professional experience
Work History
Sr. Manager, Business Analyst
Signet Jewelers
04.2023 - Current
- Deliver strategic business insights by analyzing performance trends, developing KPIs, and identifying opportunities to streamline operations and improve outcomes across business units with a core focus on the Contact Center.
- Collaborate with cross-functional teams and digital product groups to integrate reporting needs into project design, support decision-making, and ensure timely delivery of initiatives.
- Oversee the design, development, and maintenance of executive-level reporting through Tableau dashboards and Alteryx workflow automation, ensuring scalability and usability for leadership and department stakeholders.
- Lead ad-hoc and recurring analysis efforts to support executive and departmental requests, providing actionable insights using both internal and external platform (dialer, live chat) data sources.
- Manage enterprise data initiatives, including visualization, automation, and risk identification, spanning across digital, ecommerce, and support center operations.
- Supervise, mentor, and guide a team of analysts and reporting specialists, promoting data literacy, continuous improvement, and accountability in deliverables.
- Evaluate vendor requests for proposals (RFP), establish and maintain vendor relationships to ensure alignment with business needs and continuity of analytics platforms and services.
- Lead and manage data-driven projects, including workforce management and other resource allocation to issue resolution and cross-functional coordination.
- Support departmental training and development, communicate findings to leadership, and contribute to special projects as needed.
Director, Knowledge Management & Governance
Morgan Stanley
01.2022 - 04.2023
- Agile Process Owner for Wealth Management knowledge governance.
- Product Owner for internal Wealth Management Knowledge systems and internal branch operations Case Management system.
- JIRA Project Owner for WM Knowledge and Case Management operations.
- Lead ceremonies for sprints, governance, process improvement, and automation directives.
- Analyze trends/KPI data on current knowledge life cycle procedure and implement process improvements.
- Project SME for OpenAI GPT-3 AI implementation for WM Knowledge division.
- Manage knowledge related escalations based on business criticality/impact.
Knowledge & Risk Management Lead
Morgan Stanley
06.2020 - 01.2022
- Review knowledge content created by junior knowledge team members for adherence to writing standard and tracking procedures and publish compliant content.
- Create and implement writing standards and knowledge procedure documentation to maintain format and compliance throughout the knowledge base.
- Assign work as needed to KM Associates.
- Drive ceremonies requiring the presence of knowledge team members.
- Monitor and action multiple knowledge ingestion points and contact SMEs or product owners for article content.
- Create Knowledge Base articles for IT Global Service Desk consumption.
- Analyze current knowledge lifecycle procedure and implement process improvements.
- Manage new user accounts in Genesys call center management systems for desk agents.
- Manage privileged access and entitlement requests for incoming new hire support agents for the Firm's Global Support Desk.
- Design and implement role based access procedures, including risk analysis, to maintain PoLP.
- Contribute as SME regarding privileged access/risk for the IT Global Support Desk.
- Lead process improvement projects driving risk management, on-boarding automation and role based access management.
Data Center Operations - Lead Media Auditor
Amazon Web Services
11.2019 - 06.2020
- Lead media ingestion and sanitization processes over data center technicians.
- Oversee data sanitization on all equipment prior to liquidation or destruction.
- Perform asset lifecycle state changes (ingestion to decommission).
- Analyze current processes to develop and implement process improvements.
- Record data on process inefficiencies and risk; Work with supporting teams to eliminate or mitigate issues.
- Utilize root cause analysis to identify repetitive problems or inefficiencies in processes.
- Create standard operating procedures and knowledgebase articles for team consumption.
- Respond to critical severity incidents within established SLAs.
- Utilize experience to make decisions in critical situations or troubleshoot issues.
- Monitor and perform remote fix of server equipment.
- Contribute to the development of workflow SOP.
Data Center Infra. Physical Security - QA Team Lead
Amazon Web Services
05.2019 - 11.2019
- Collect team submitted data regarding tasks completed and time spent to produce metrics regarding the continued expansion of QA Team's responsibilities and assigned duties and manage total labor spent weekly.
- Report on metrics to suggest adjustments to overall scope of work to maintain labor and time balance based on business needs.
- Act as subject matter expert and professional resource for QA Team members regarding procedure, incident mitigation/resolution, and general career mentoring.
- Designed QA Team on-boarding program including training on standard operating procedure and basic security posturing.
- Train QA Team employees on procedure change/implementations.
- Meet with program managers to discuss the current and future state of QA Team, including global procedure scaling and implementation.
- Developing security equipment asset tracking program used to monitor trends on spending, equipment loss or theft, vendor repair submissions, associated costs and overall operational readiness.
Data Center Infra. Physical Security - Quality Assurance
Amazon Web Services
06.2018 - 05.2019
- Operate CCTV and Intrusion Detection systems (LenelS2, Pixel, Bosch) including daily health monitoring of image quality, system uptime reporting, ensuring redundant recording and coverage of site in the event of equipment failure.
- Review all alarm based incident ticketing for accurate details and completion by contract guard force and make corrections where appropriate.
- Interact with contract guard force account management to address procedural compliance, officer behavior, and develop solutions to issues that arise.
- Design policy and procedures to minimize nuisance alarms.
- Identify equipment issues and interface with vendors to drive repair/replacement.
- Investigate, report and record significant security incidents with complete and accurate data.
- Perform regular device audits (anti-pass back detection, door readers/hardware, alarm sounders, etc.) and maintain reporting for budgeting repairs, determining device error trends and review solutions with upper management.
- Audit and record status of physical security barriers and fences via site inspections.
- Conduct penetration testing and collaborate with internal blue and red teams to maximize security posture and implement gap fixes.
- Act as on-call DCSM during non-business hours during 12 hour rotations to respond to all security/safety incidents in the greater Columbus area.
- Perform audits on RZ consumable part stocking levels, DCO Tech carts, individual racks, critical spare hardware and CICO laptops to maintain security compliance and operational readiness.
- Participate in the media destruction process as designated by AWS policy.
- Identify safety related issues, escalate for resolution, generate reporting and utilize metrics for incident mapping and mitigation planning.
- Perform equipment inspections including ladders, HVAC filters, mechanical/electrical PPE and eye wash stations for compliance with safety policy.
IT Operations/Data Center - Lead Computer Operator (III)
Signet Jewelers
01.2018 - 06.2018
- Acting Incident Manager to determine and implement appropriate course of action during Sev-1 situations and production outages, including both hardware and/or software problems.
- Establish and lead bridge calls between required internal teams to coordinate the resolution of application and software system problems impacting production via incident management best practices.
- Create and send emergency communications notifying Business and IT executive leadership of critical production impacting events.
- Delegate operation's tasks to the appropriate junior personnel, ensuring work is performed on a timely basis.
- Maintain a working knowledge of the critical path systems of the data center, as well as keep abreast of new technologies entering the environment.
- Authorize vendor service calls to resolve hardware/software problems, oversee and approve building/hardware maintenance and installation during assigned shifts.
- Handle complex production and operational problems requiring individual judgment and latitude for independent action to solve problems.
- Oversee shift operations and maintenance of central-site computer and peripheral equipment in the absence of the director.
- Ensure the completion of all responsibilities of assigned shifts, on schedule.
- Deliver complete and accurate production turnovers to the next shift.
- Determine staff training levels and development needs while providing quality training to junior staff.
- Regularly interrogate systems and processes for improvement, including for future business expansion.
IT Operations/Data Center - Computer Operator (I)
Signet Jewelers
05.2015 - 12.2017
- Execute and monitor daily production schedule and manage computer resources to maintain efficient throughput and response, via TWS/WebAdmin, AutoSys, Symantec.
- Create and send emergency communications notifying Business and IT executive leadership of critical production impacting events.
- Operate OPS consoles, high yield printers, CCTV, tape drives, and disk drives.
- Perform maintenance of equipment, workspace, and data center; ensure environment and equipment are clean and secure via physical data center inspection multiple times a day.
- Analyze and resolve hardware/software issues, operational discrepancies, job abends, and network issues; Provide operational support for wide/local area networks.
- Perform daily, weekly and emergency backup procedures and ensure accuracy of business continuity plans; Execute disaster recovery plans as needed.
- Design and implement training materials for other Operators and instruct proper execution procedure, as needed.
- Utilize enterprise level monitoring tools such as Nagios XI, SolarWinds and AppDynamics to negate/prevent major outages or impacts to production.
- Execute various on-demand Unix/Linux operations such as data migrations, disk space management, and CPU utilization monitoring.
- Maintain a variety of documentation, including standard operating procedures, tape library indexes, error/event logs and incident reports.
- Generate incident reports, change management requests and problem records via ServiceNow.
- Create and edit flowcharts and diagrams of critical business processes and vendor VPN tunnel access routes for use in diagnosing business impacting events.
- Receive vendor calls; respond or refer to supervisor/support as needed.
- Engage and facilitate communication between multiple departments to resolve issues.
- Suggest improvements to Data Center/Operations Console hardware and procedures.
IT Store Support - Level 2
Signet Jewelers
11.2014 - 05.2015
- Respond to second level technical support tickets specific to Signet store locations.
- Collaborate with third party vendors to resolve store issues.
- Walk store staff through troubleshooting and repair methods.
- Configure, diagnose, and troubleshoot digital signs, tablets, kiosks and phone issues.
- Utilize AirWatch Agent to administrate a store device network across the US.
QA/UAT Lead, Gameplay Designer, Talent Acquisition
Daikonsoft
08.2010 - 02.2015
- 'Rhythm Control', 'Rhythm Control HD', 'Rhythm Control 2' (iPhone, iPad) #1 Rhythm Game for Apple iOS three times in over 10 countries.
- Designed 'input charts' for songs during gameplay.
- Performed gameplay UAT to ensure accuracy to gameplay design standards.
- Submitted bug logs for the engineering team, including reproduction details.
- Lead design and testing teams in balancing difficulty and quality assurance.
- Managed recruitment of employment candidates for various contract work.
- Proofread and edit all Japanese to English text assets used in game for accuracy.
- Responded to customer inquiries via social media and email.
Lab Consultant II
BGSU Information Technology Services
11.2010 - 05.2013
- Maintain cleanliness, monitor and enforce university computer policies on campus computer labs.
- Provide customer support to clients regarding the use and troubleshooting of computer hardware, software, removable storage, and printer equipment.
- Generate and maintain hourly reports containing information regarding number of users, equipment rentals, and hardware failures; collaborate with university networking and tech support to respond to tickets in a timely manner and verify system up-time.
- Perform basic hardware and network maintenance as needed(disk imaging/restore, cloud storage migration, network configuration).
Trackmania 2: Canyon Team Manager/Coach
n!faculty esports Club
03.2012 - 01.2013
- Create practice routines and schedule, record attendance and performance.
- Communicate with international organizations to schedule matches/ scrimmages.
- Review gameplay footage and establish feedback for team members.
- Remove/add to team roster to adapt competitively and in response to disciplinary action.
- Interact and correspond with fans and customers of the n!faculty brand using consistent customer facing voice.
Education
B.S. - Computer Entertainment Technology Design
Bowling Green State University
Bowling Green, OH05.2013
High School -
St. John's Jesuit High School
Toledo, OHSkills
- Team management and development
- Knowledge governance
- Data visualization and dashboard design
- Executive level reporting
- Strategic operational planning
- KPI development and reporting
- Business analysis and process improvement
- Cross-functional collaboration
- Risk management and mitigation
- Vendor relationship management
- Strategic planning and decision making
- Project management oversight
- Data-driven decision making
- Stakeholder and corporate communication
Accomplishments
- Signet (2018) - Program manager for Signet's transition from utilizing IT outsourcing (ATOS) for infrastructure and application support/hosting and process enhancement, including the implementation of AutoSys batch process monitoring, an $8M dollar savings annually.
- Signet (2018) - Lead an internal product launch (Process Diagram Viewer) working with various departmental team leads to create process flow diagrams using Microsoft Visio for training, incident mitigation, infrastructure and business planning.
- Amazon Web Services (2019) - Lead development and program design for a global equipment purchasing and tracking standard for UHF Radio Systems, implemented in future build plans for all global Amazon data centers.
- Amazon Web Services (2019) - Designed an internal security manager team on-boarding program including training for standard operating procedure, response protocol, security posturing and performance auditing through red team exercises, increasing speed of response and SOP adherence by over 50% in the first year.
- Amazon Web Services (2019) - Designed and co-developed a security equipment asset tracking program used to significantly reduce spending through equipment loss or theft, minimize vendor repair submissions, and increase overall operational readiness across all data center AZs.
- Morgan Stanley (2020) - Designed and implemented a knowledge recertification program based on knowledge management best practices to aggressively seek article content vetting and cohesion across desks, including workflow and operating model redesign for the knowledge team by implementing Agile methodology resulting in average reduction for time before initial response and time to resolve by 300%, eliminating backlogged work spanning 12 months.
- Analyzed current role related access procedures for the Morgan Stanley Global Service Desk, leading to the development and implementation of role based entitlement automation, privileged access auditing improvements, and reducing risk through the documentation of the entitlement process.
Timeline
Sr. Manager, Business Analyst
Signet Jewelers
04.2023 - Current
Director, Knowledge Management & Governance
Morgan Stanley
01.2022 - 04.2023
Knowledge & Risk Management Lead
Morgan Stanley
06.2020 - 01.2022
Data Center Operations - Lead Media Auditor
Amazon Web Services
11.2019 - 06.2020
Data Center Infra. Physical Security - QA Team Lead
Amazon Web Services
05.2019 - 11.2019
Data Center Infra. Physical Security - Quality Assurance
Amazon Web Services
06.2018 - 05.2019
IT Operations/Data Center - Lead Computer Operator (III)
Signet Jewelers
01.2018 - 06.2018
IT Operations/Data Center - Computer Operator (I)
Signet Jewelers
05.2015 - 12.2017
IT Store Support - Level 2
Signet Jewelers
11.2014 - 05.2015
Trackmania 2: Canyon Team Manager/Coach
n!faculty esports Club
03.2012 - 01.2013
Lab Consultant II
BGSU Information Technology Services
11.2010 - 05.2013
QA/UAT Lead, Gameplay Designer, Talent Acquisition
Daikonsoft
08.2010 - 02.2015
B.S. - Computer Entertainment Technology Design
Bowling Green State University
High School -
St. John's Jesuit High School