Keith Kendrick
Charlotte,NC
Summary
Results-driven Delivery Lead with 15 years in Agile Methodology and Program Management. Specializes in guiding cross-functional teams to execute complex projects that align business objectives with IT capabilities. Strengths include enhancing operational workflows, mitigating risks, and delivering projects on time and within budget.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Technical Support Supervisor
Velocitor Solutions
Charlotte, NC
07.2025 - Current
- Supervised daily operations of IT support/help desk team, ensuring timely resolution of technical issues for end-users across hardware, software, and network environments.
- Monitored ticketing systems, prioritized escalations, and enforced SLAs to minimize downtime and enhance customer satisfaction.
- Managed and mentored support analysts/technicians, providing training, coaching, and performance evaluations to maintain high customer service standards.
- Serve as the point of escalation for complex technical issues and coordinate with infrastructure, application, and security teams for resolution.
- Collaborated with IT management to implement support strategies, streamline processes, and adopt best practices for effective support center management.
- Analyze recurring issues, generate reports on Support Center performance metrics, and recommend technology or process improvements.
- Develop knowledge base articles, user guides, and troubleshooting documentation to empower users and improve first-call resolution rates.
- Created Power BI dashboard to visualize Service Desk KPIs
Program / Project Manager
Bank of America
Charlotte, NC
07.2024 - 12.2024
- Managed 12 off-shore developers to ensure stability of contact center technology.
- Led cross-functional teams to deliver program objectives and timelines.
- Managed resource allocation and scheduling for multiple concurrent initiatives.
- Facilitated daily stand-up meetings to promote team collaboration and communication.
- Resolved conflicts within teams to maintain a productive work environment.
- Improved functionality of Bank of America Erica chatbots to enhance user experience.
- Led requirement gathering and functional design for Erica chatbots, enabling conversational AI use cases in customer service and digital banking.
- Collaborated with CX, AI/NLP, and development teams to design and optimize chatbot interactions for improved self-service adoption and customer satisfaction.
- Defined chatbot conversation flows, intents, utterances, and escalation paths to live agents, ensuring seamless customer experiences.
- Collaborated closely with users, stakeholders, and cross-functional teams to analyze and evaluate IT systems operations, ensuring they meet business needs.
- Over 7 years of experience documenting and defining business requirements for technical systems and software applications.
- Maintained JIRA/JIRA Align boards to track project states, risks, issues, dependencies, and change requests.
- Created Enterprise Release Management (ERM) documentation and obtained all necessary approvals.
Project Manager/ Technical Lead
TIAA Bank
Charlotte, NC
02.2019 - 02.2023
- Led cross-functional teams in delivering high-priority projects and managing critical production systems, ensuring seamless operations with minimal downtime.
- Successfully executed data migration from TIAA Direct to TIAA Bank (EverBank) during a high-profile merger, ensuring the seamless transfer of financial records, customer data, and transactional history for Deposits and Lending Database.
- Supported contact center merger by integrating people, processes, and technologies across multiple platforms, facilitating a smooth transition.
- Removed impediments hindering team progress to maintain project momentum.
- Maintained product backlogs, ensuring that items are well defined and prioritized based on business value.
- Translated business requirements for system consolidation, call routing, CRM integration, and reporting into actionable tasks, enhancing project alignment.
- Acted as a primary liaison between business stakeholders, operations, vendors, and engineering teams during the merger.
- Supported the alignment of contact center technologies (ACD, IVR, chat, chatbots, workforce management) to ensure seamless customer experience post-merger.
- Identified gaps, risks, and dependencies related to system integrations and operational changes, providing mitigation recommendations.
- Developed detailed documentation including BRDs, FRDs, process flows, and user stories to support Agile delivery.
- Supported testing, UAT, and cutover activities to ensure business readiness and minimal service disruption.
- Resolved defects and integration issues during transition and post-go-live stabilization, ensuring continuity of operations.
- Provided analytical support and reporting to measure performance, call volumes, SLAs, and CX metrics during and after the merger.
Development/Production Support Manager
TIAA Direct
Charlotte, NC
02.2014 - 02.2019
- Managed a team of 6 engineers in providing 24/7 support for mission-critical applications.
- Oversaw incident response to achieve swift resolution of high-priority issues, minimizing business disruption.
- Led enterprise data and contact center initiatives as the technical lead, providing technical direction and oversight across development and production environments.
- Led SAS development and production support for large-scale Deposit and Lending databases, ensuring data integrity, performance, and regulatory compliance.
- Designed and reviewed SAS programs, data transformations, and reporting solutions supporting customer, account, deposit, and loan data.
- Oversaw production batch processing, monitoring critical jobs, troubleshooting failures, and performing root-cause analysis to meet SLAs.
- Collaborated with business stakeholders, product owners, and architects to translate business requirements into scalable technical solutions.
- Acted as the escalation point for complex technical issues across data, integration, and contact center systems.
- Provided technical leadership for integrations supporting contact center channels (voice, chat, chatbots), enabling accurate, real-time access to customer and account data.
- Guided development teams through SDLC and Agile delivery, ensuring adherence to design reviews, code quality standards, and deployment readiness.
- Collaborated with QA and UAT teams to validate data accuracy, end-to-end workflows, and system performance.
- Authored and maintained technical documentation, data mappings, architecture diagrams, and operational runbook.
- Mentored junior developers and analysts, promoting best practices in SAS development and production support.
Technical Analyst/ETL Developer
TIAA
Charlotte, NC
02.2008 - 02.2014
- Designed and implemented robust ETL frameworks using tools such as Informatica, DataStage, ensuring data integrity and optimal performance.
- Automated data transformation tasks, reducing manual interventions and improving data quality for business intelligence projects.
- Implemented data quality checks and validation processes to ensure data accuracy and reliability, resulting in a 15% reduction in data errors.
- Oversaw integration of ETL scheduling, file processes, and monitoring in command center.
- Created real-time monitoring alerts in command center to identify service-impacting issues.
- Developed scheduled jobs and transfer scripts to automate data movement processes for human resources.
- Application owner for Actuate Reporting tool that generated Plan Reports for TIAA Customers.
Technical Analyst/Senior IT Change Manager
TIAA
Charlotte, NC
08.2001 - 02.2008
- Led enterprise IT Change Management processes, ensuring controlled, compliant, and low-risk implementation of application, infrastructure, and data changes.
- Governed end-to-end change lifecycle, overseeing change intake, impact analysis, approvals, scheduling, implementation, and post-implementation review (PIR) to ensure compliance and minimize risk.
- Chaired and facilitated Change Advisory Board (CAB) meetings, reviewing change requests for risk, impact, dependencies, and rollback readiness.
- Served as the primary escalation point for high-risk, emergency, and regulatory-impacting changes.
- Partnered with application, infrastructure, security, and business teams to assess change impacts across contact center, data, and enterprise platforms.
- Ensured adherence to ITIL change management standards, internal controls, and audit requirements.
- Developed and maintained change documentation including implementation plans, communication plans, risk assessments, and back-out strategies.
- Monitored change metrics such as success rate and incidents, identifying trends to inform continuous process improvements.
- Coordinated change windows, release calendars, and blackout periods to minimize customer and business disruption.
- Led and coached change analysts and technical teams on change best practices, enhancing team capability and ensuring adherence to standards.
Education
Associate of Applied Science - Electrical Engineering Technology
DeVry University
Decatur, GA02.1991
Skills
- Business continuity
- Change management
- Risk assessment
- Technical documentation
- Stakeholder engagement
- Agile methodology
- Team leadership
- Problem solving
- Conflict resolution
- Performance metrics
- Continuous improvement
- Budget management
- Strategic planning
Certification
- Advance Scaled Agile, Scaled Agile, 02/01/20, Present
- Project Management Institute (PMI), Project Management Academy, 01/01/16
- IBM Infosphere Information Server, IBM, 01/01/15
Timeline
Technical Support Supervisor
Velocitor Solutions
07.2025 - Current
Program / Project Manager
Bank of America
07.2024 - 12.2024
Project Manager/ Technical Lead
TIAA Bank
02.2019 - 02.2023
Development/Production Support Manager
TIAA Direct
02.2014 - 02.2019
Technical Analyst/ETL Developer
TIAA
02.2008 - 02.2014
Technical Analyst/Senior IT Change Manager
TIAA
08.2001 - 02.2008
Associate of Applied Science - Electrical Engineering Technology
DeVry University