Led the deployment of ATM software as team lead for bank operations, providing regular updates on deployment status and milestones
Managed leadership expectations by proactively addressing potential issues, ensuring minimal impact on deployment timelines, downtime, and customer experience
Developed streamlined processes that improved success rates by 2% compared to previous years, enhancing overall efficiency and effectiveness in software deployment
Implemented robust cybersecurity processes to address regulatory requirements and collaborated effectively with external teams to achieve organizational goals
Successfully managed multiple production projects concurrently, ensuring strict adherence to timelines and budgets, thereby optimizing project outcomes.
Senior Associate - ATM Operations
Capital One
Richmond, VA
11.2016 - 08.2022
Recognized with a promotion for outstanding performance and leadership, consistently meeting internal OKRs
Led creative projects and played a pivotal role in cultivating brand culture, digital marketing strategies, and concept ideation
Established an escalated support path for frontline associates and internal partners, enhancing operational efficiency and customer satisfaction
Successfully managed end-to-end execution of software distribution, both remotely and in person, ensuring seamless deployment and operational continuity.
Customer Engineer II
NCR
Richmond, VA
11.2011 - 11.2016
Worked with customers to provide troubleshooting, software hardware, and network engineering issues
Proactively identified customer service opportunities and potential issues.
Education
MBA - Masters Business Administration, General Business
Longwood University
Virginia
05.2024
BS - Computer Information Technology
Norfolk State University
Virginia
05.2008
Skills
Process Management
Operations
Strategic / White Space Thinking
Metric Reporting
Process Automation
Workflow Analysis
Operational Excellence
Process Mapping
Business Administration
Customer Service
Awards
Team Award for transaction reversal fraud in 2023
Timeline
Senior Associate - ATM Operations
Capital One
11.2016 - 08.2022
Principal Process Manager - ATM Operations
Capital One
01.2016 - Current
Customer Engineer II
NCR
11.2011 - 11.2016
MBA - Masters Business Administration, General Business