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Jessica Heffernan
VP, Information Security Specialist at Bank of America
Charlotte, NC, United States
Details
Experience:
2015 : Present
Bank of America
VP, Information Security Specialist
As a Production Support Group (PSG) Business Systems Consultant, I help manage cyber events that occur in the WF Digital Channels platform. I help manage events via conference calls with the fraud operations, network, enterprise security and security engineers to mitigate cyber events. I partner with enterprise groups including but not limited to Enterprise Information Security, Cyber Threat Fusion Center, Network Management, Priority Support, Cyber Threat Intel to create more efficient processes to troubleshoot and resolve production issues within the homepage and online banking.I create and maintain process documentation used by PSG and /or conduct training for the following : Dynatrace (Gomez), Splunk, Tealeaf, DCG ArcSight, BSM (General Nelson), IP Blocking Process Visio, Akamai SiteShield, SharePoint SSM On Call Tracking Log, Quarterly SSM Knowledge Transfer PowerPoint Presentations.
2013 : 2015
Wells Fargo
Business Systems Consultant
New Business Lead for Training and Knowledge Management Mobile Services Products (WiFi, Applications and Verizon Wireless Initiatives) - Enterprise owner for mobile services training initiatives, responsible to understand and communicate schedules, context and processes required for training UAT - Decomposes all new initiatives for original and BAU products into training, support and policy requirements for the corporate, vendor and regional learning and development - Partner with cross functional groups to do an in-depth analysis of all existing methods and procedures and work closely with these groups to devise, test and implement new processes based on this analysis - Work with Divisions to ensure that all issues and concerns around existing product documentation are communicated to the appropriate Corporate/Vendor business unit- Responsible for all communications with regional teams on all items related to mobile and WiFi services including creating a weekly newsletter, hosting a weekly meeting and acting as the main point of contact for all questions from our field teams- Primary point of contact for all knowledge base article definition, documentation and posting; this includes creating, editing and administering articles the enterprise knowledge base
2012 : 2013
Elite IT Personnel Group Consultant working at Time Warner Cable
Business Systems Analyst
Lead operations consultant for expatriate management - Consistently demonstrates the ability to coordinate multiple projects, prioritize and meet deadlines under pressure- UAT Lead tester/enhancement consultant for the online tool : work with the GM team and vendor to manage change requests, BRD requirements, and client-wide system releases- Global trainer for the online tool : coordinate with our global teams to conduct training sessions for bank-specific and client-wide releases, and create/update standard operating procedures and process flow documents- Online Assignee Information Management System (AiMS) SME : Monitor GM inboxes to coordinate, triage and remediate all queries from internal teams as well as global business partners and assignees- Closely work with global and domestic vendors who provide services to assignees and to the GM team, ensuring processes and procedures are working efficiently to provide the best experience for assignees and the GM team Lead for Global Expense Management Transition Project - Manage design and implementation of new online system module and enhancements, serve as lead tester (UAT) and global trainer for GM team and expatriates, and assist in meeting PMO requirements- Created and now maintain the GM Expatriate Resource Center Flagscape site, which contains training material, announcements and updates for the expatriate population- Work closely with domestic and global Accounts Payable partners to manage vendor SLAs and vendor relationships
2007 : 2012
Bank of America
AVP, Service Delivery Consultant Global Mobility (GM)
Bank of America
VP, Information Security Specialist
As a Production Support Group (PSG) Business Systems Consultant, I help manage cyber events that occur in the WF Digital Channels platform. I help manage events via conference calls with the fraud operations, network, enterprise security and security engineers to mitigate cyber events. I partner with enterprise groups including but not limited to Enterprise Information Security, Cyber Threat Fusion Center, Network Management, Priority Support, Cyber Threat Intel to create more efficient processes to troubleshoot and resolve production issues within the homepage and online banking.I create and maintain process documentation used by PSG and /or conduct training for the following : Dynatrace (Gomez), Splunk, Tealeaf, DCG ArcSight, BSM (General Nelson), IP Blocking Process Visio, Akamai SiteShield, SharePoint SSM On Call Tracking Log, Quarterly SSM Knowledge Transfer PowerPoint Presentations.
2013 : 2015
Wells Fargo
Business Systems Consultant
New Business Lead for Training and Knowledge Management Mobile Services Products (WiFi, Applications and Verizon Wireless Initiatives) - Enterprise owner for mobile services training initiatives, responsible to understand and communicate schedules, context and processes required for training UAT - Decomposes all new initiatives for original and BAU products into training, support and policy requirements for the corporate, vendor and regional learning and development - Partner with cross functional groups to do an in-depth analysis of all existing methods and procedures and work closely with these groups to devise, test and implement new processes based on this analysis - Work with Divisions to ensure that all issues and concerns around existing product documentation are communicated to the appropriate Corporate/Vendor business unit- Responsible for all communications with regional teams on all items related to mobile and WiFi services including creating a weekly newsletter, hosting a weekly meeting and acting as the main point of contact for all questions from our field teams- Primary point of contact for all knowledge base article definition, documentation and posting; this includes creating, editing and administering articles the enterprise knowledge base
2012 : 2013
Elite IT Personnel Group Consultant working at Time Warner Cable
Business Systems Analyst
Lead operations consultant for expatriate management - Consistently demonstrates the ability to coordinate multiple projects, prioritize and meet deadlines under pressure- UAT Lead tester/enhancement consultant for the online tool : work with the GM team and vendor to manage change requests, BRD requirements, and client-wide system releases- Global trainer for the online tool : coordinate with our global teams to conduct training sessions for bank-specific and client-wide releases, and create/update standard operating procedures and process flow documents- Online Assignee Information Management System (AiMS) SME : Monitor GM inboxes to coordinate, triage and remediate all queries from internal teams as well as global business partners and assignees- Closely work with global and domestic vendors who provide services to assignees and to the GM team, ensuring processes and procedures are working efficiently to provide the best experience for assignees and the GM team Lead for Global Expense Management Transition Project - Manage design and implementation of new online system module and enhancements, serve as lead tester (UAT) and global trainer for GM team and expatriates, and assist in meeting PMO requirements- Created and now maintain the GM Expatriate Resource Center Flagscape site, which contains training material, announcements and updates for the expatriate population- Work closely with domestic and global Accounts Payable partners to manage vendor SLAs and vendor relationships
2007 : 2012
Bank of America
AVP, Service Delivery Consultant Global Mobility (GM)
Company:
Bank of America
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