CHRISTY PAPINEAU
Jacksonville,United States
Summary
IT professional with 28+ years of experience in IT operations and Program/Project management. Expertise in executing business strategies, implementing plans, and monitoring performance metrics. Proven track record in leading cross-functional and geographically diverse teams and driving operational improvements which enhance productivity and reduce costs. Results-driven Director of Operations known for exceptional productivity and efficient task completion. Skilled in strategic planning, process optimization, and team leadership. Excels in communication, problem-solving, and adaptability, ensuring seamless operations across all levels of management. Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Recognized for exemplary customer service and team collaboration.
Overview
28
28
years of professional experience
Work History
Director - Operations
Intercontinental Exchange Inc. (ICE)
Jacksonville, United States
05.2021 - Current
- Strengthened Change and Incident Management initiatives to ensure enterprise policy compliance.
- Coordinated daily operations with cross-functional teams to enhance workflow efficiency.
- Managed high-severity incident escalation throughout their lifecycle across multiple data centers.
- Reduced service interruption durations through effective response strategies.
- Facilitated incident resolution and change awareness for senior business and technology teams.
- Analyzed operational data to identify trends and recommend strategic enhancements.
- Developed policies and procedures to streamline workflow processes.
- Conducted performance reviews for direct reports, offering constructive feedback for improvement.
Director - Enterprise Program Management Office
Black Knight, Inc.
Jacksonville, United States
06.2016 - 05.2021
- Managed portfolio of 30-35 diverse projects, including enterprise O365 rollout and cloud migrations.
- Oversaw migration of over 2,800 projects from Oracle to Workday across all business units.
- Directed team of 12 project managers, promoting leadership and best management practices.
- Executed M&A program to integrate acquired companies, covering facility build-outs and operations.
- Implemented ServiceNow for 4,500 users, ensuring compliance with Incident and Change management policies.
- Enhanced operational efficiency by implementing MS Dynamics for over 180 users.
SVP - Origination Technologies Production Support Executive
Black Knight, Inc.
Jacksonville, United States
07.2014 - 06.2016
- Executed comprehensive strategic plan to enhance support operations for product suites and cross-functional platforms.
- Performed analyses of existing procedures, identifying operational optimization opportunities for improved customer support.
- Implemented safeguards to ensure the protection of client data.
- Maintained collaborative relationships with division presidents and executives across various teams at BKFS.
Manager, Technology PMO
Black Knight, Inc. and predecessor companies
Jacksonville, FL
01.2013 - 05.2014
- Ensured alignment with Black Knight’s product strategy, technical requirements, and financial targets.
- Implemented enterprise-wide project management approach for project initiation and execution.
- Collaborated with internal audit and regulatory agencies to deliver essential artifacts for project management policy.
Sr. Project Manager, Technology PMO
Black Knight, Inc. and predecessor companies
Jacksonville, United States
12.2009 - 01.2013
- Managed project governance and executive reporting for high-value projects exceeding $5M.
- Oversaw program management of LPS India Program, including multiple workstreams for product growth.
Client Dedicated Project Manager
Black Knight and predecessor companies
Jacksonville, Florida
12.2006 - 12.2009
- Developed comprehensive project plans detailing scope, timelines, and resource allocation.
- Facilitated regular meetings to monitor progress and resolve issues effectively.
- Monitored project performance utilizing industry-standard tools and methodologies.
- Managed multiple projects with competing deadlines to ensure timely completion.
- Coordinated resources across departments and teams for successful project delivery.
- Collaborated with senior management on strategic planning initiatives for ongoing projects.
Client Support Specialist, IT Business Analyst
Black Knight and predecessor companies
Jacksonville, FL
04.1997 - 12.2006
- Provided responsive client support via phone and email communications.
- Guided clients in software navigation and technical issue resolution.
- Maintained accurate records of client interactions in support management system.
- Collaborated with stakeholders to gather requirements and document project specifications.
- Created user stories and process maps to facilitate project development.
- Assisted in software testing to ensure alignment with business needs.
- Managed projects as primary liaison between clients and internal teams to clarify goals.
- Ensured adherence to standards and deadlines throughout project lifecycle.
Education
Bachelor of Science - Finance
University of North Carolina
Wilmington, NC05.1993
Skills
- Mergers and acquisitions
- Operational Change Management
- Incident Management
- ServiceNow implementation, ITSM and CMDB expertise
- Client relationship management
- Cross-functional collaboration with geographically diverse teams
- Leadership skills
- Staff management
- Effective communication
- Negotiation strategies
- Information technology management
- Policy development
- Stakeholder engagement
- Process improvement
- Issue resolution
- Strategic planning
- Program and Project Management
References
Available upon request.
Timeline
Director - Operations
Intercontinental Exchange Inc. (ICE)
05.2021 - Current
Director - Enterprise Program Management Office
Black Knight, Inc.
06.2016 - 05.2021
SVP - Origination Technologies Production Support Executive
Black Knight, Inc.
07.2014 - 06.2016
Manager, Technology PMO
Black Knight, Inc. and predecessor companies
01.2013 - 05.2014
Sr. Project Manager, Technology PMO
Black Knight, Inc. and predecessor companies
12.2009 - 01.2013
Client Dedicated Project Manager
Black Knight and predecessor companies
12.2006 - 12.2009
Client Support Specialist, IT Business Analyst
Black Knight and predecessor companies
04.1997 - 12.2006
Bachelor of Science - Finance
University of North Carolina
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