Patricia Cook
Roswell,GA
Summary
Accomplished professional within the payments industry. Excellent verbal and written communication skills demonstrated through managing external and internal communications to support business objectives and creating technical documents. Strong leadership skills presented during SOC1 audits, change advisory board meetings, incident management process, projects, and team expectations. Willingness to learn and improve as shown by receiving certifications and attending conferences.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Client Operations Support - Senior Specialist
Fiserv
Atlanta, GA
12.2021 - Current
- Managed and delivered external client communications pertaining to incidents and impacts
- Managed and led an internal communications team
- Developed strong connections with internal stakeholders to enhance collaboration
- Primary contact for handling all M&I related business and project requirements
- Created and managed productivity dashboards within ServiceNow
- Primary contact for on-call support
Business Systems Analyst
FIS
Atlanta, GA
01.2021 - 12.2021
- Managed and successfully integrated file monitoring initiative as a project manager
- Created and automated internal business team dashboards using ServiceNow
- Ensured accurate metrics were provided for compliance and risk teams
- Provided regular updates and reports to the Senior Vice President of IT
- Engaged and worked on employee satisfaction initiatives
- Served as the key liaison between Merchant, Banking, and Capital Market teams
Business Relationship Manager
Worldpay
Atlanta, GA
05.2018 - 01.2021
- Received Business Relationship Management Professional certification
- Established and maintained effective communication channels between IT and internal business partners
- Established and maintained communication and engagement with senior business leaders and their teams, fostering understanding of strategic and tactical business initiatives.
- Managed internal customer expectations
- Acted as primary business contact for engaging with key stakeholders to ensure project and business needs are met
- Generated metrics and analytic reports to evaluate the performance of project-related teams
- Aided in the completion of office closure projects
- Presented merchant impacting changes to CIO weekly
- Contributed to the quarterly Project Intake process for IT
IT Service Manager
Worldpay
Atlanta, GA
07.2016 - 05.2018
- Received ITIL Foundation certification
- Served as point of escalation in Incident Management process
- Represented business on Incident Management calls, contributing to problem-solving efforts
- Formulated and shared vendor notifications
- Represented in weekly Change Advisory Board meetings as a representative of key business stakeholders
- Collaborated on multiple migration and transition initiatives
- Facilitated communication and coordination between IT department and auditing company for SOC1 audit
- Produced departmental documents
Education
Bachelor of Arts - Professional, Technical, Business, And Scientific Writing
Georgia Southern University
Statesboro, GA07-2017
Skills
- Emergency Response
- Root Cause Analysis
- Proficient in Microsoft Office and ServiceNow
- Analytical Skills
- Data Analysis
- Excellent Communication
- Professionalism
- Adaptability and Flexibility
Certification
- IT Information Library Foundations Certificate (ITIL)
- Business Relationship Management Professional (BRMP)
Timeline
Client Operations Support - Senior Specialist
Fiserv
12.2021 - Current
Business Systems Analyst
FIS
01.2021 - 12.2021
Business Relationship Manager
Worldpay
05.2018 - 01.2021
IT Service Manager
Worldpay
07.2016 - 05.2018
Bachelor of Arts - Professional, Technical, Business, And Scientific Writing
Georgia Southern University
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