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Michael Brockway
Information Technology Professional | mtbrockway20@yahoo.com
United States
Details
Experience:
Support business operations by performing application information security (IS) risk assessments and operations management to ensure compliance of business applications with Citibank IS standards and regulatory requirements. Perform IS risk assessments on business applications throughout development lifecycle for SDLC/Agile/Iterative lifecycles. Report IS issues to IT with mitigation/remediation recommendations, as well as assist IT with corrective action planning. Review applicable Microsoft CVE security patches to determine vulnerabilities and severity. Analyze technical documents and advise leadership of non-compliance and logic/performance issues. Ensure completion of Risk Review Platform document by new application owners.
2020 : Present
Citi
Information Security Technical Analyst Senior – Consultant
Owned IT products with significant scope and impact supporting business. Provided end-to-end product management and direction to ensure clear scope, timelines, and escalation paths. Gathered and prioritized product and customer requirements, defined product vision, and worked with production support and DEV teams. Collaborated with sales, marketing, and support to ensure achievement of revenue and customer satisfaction goals. Worked with cross-functional partners to deliver value to customers, meeting scope, budget, and timelines.
Performed product certification and testing, collaborating with customers and business stakeholders to analyze requirements, organize reviews with internal teams and stakeholders, coordinate testing efforts, collect issues/risks, and manage timelines to completion. Ran daily standup and bi-weekly sprint planning meetings. Developed and managed product certifications from beginning to end, including scope, timelines, hardware procurement, resource allocation, testing, and issue and risk analysis. Reduced customer known impacted issues. Built repeatable process on data needed in each Jira story.
* Worked with customers and engineering to define/clarify features, roadmap priority, customer experience (CX), user experience (UX), compliance, accessibility, and other requirements.
* Contributed to development of Pay Theory product that enabled parents to remit digital payments on child fees and expenses.
* Directed major project involving movement of clients’ data to new platform.
* Developed and implemented fix for notification application.
2019 : 2019
Pay Theory
Product Manager – Consultant
Directed operations and technology teams on mission minimizing ATM downtime through optimized parts availability and timely production issue triage with vendors. Coordinated with operations, technology, deployment, production support, vendor management. Monitored vendor activities to ensure invoicing accuracy, positive customer experience, and process improvement. Facilitated daily calls on ATM devices down for more than 24 hours.
* Achieved 99.925% uptime/availability rate for ATMs, ensuring customer satisfaction.
* Negotiated with vendors on development of training guides to address repeatable issues, greatly reducing repair cycle on common problems.
* Served as escalation point between business and client; triaged production issues to resolution with vendors.
* Monitored vendor (NCR) to ensure compliance with contractual agreed-upon ATM uptime and availability, including ensuring parts availability within service level agreement (SLA).
* Contributed to ATM Operations efforts to update and improve playbook on troubleshooting and escalation processes.
2018 : 2019
JPMorgan Chase & Co.
Vice President, ATM Vendor Management
Managed team of 6 deployment associates and 30+ technology associates for production support of ATMs and branch devices across retail platform, using repeatable processes. Developed reporting metrics and served as liaison between operations team and engineers. Supervised and trained Deployment Team and Production Support Team.
* Played key role in bringing bank current on ATM and branch device security patches, eliminating 1-year backlog. Identified backlog root cause and developed process that facilitated deployment of software upgrades and security patches to 6,000 ATMs within 3 hours with 99.5% success rate. Eventually upgraded/patched 16,000+ ATMs and 100,000+ branch devices and servers.
2016 : 2018
JPMorgan Chase & Co.
ATM Deployment/Implementation Manager/Production Support
Liaised between NCR Canadian/US customers and senior management, with focus on customer communication and issue resolution. Managed 16 associates. Conducted weekly team meetings and attended/supported associate’s customer meetings. Developed escalation communication process for customer severity issues.
* Automated and standardized production status reports across all high availability system accounts.
* Implemented process to ensure timely completion of issue tickets; performed root cause analyses and post-mortems.
2015 : 2016
NCR Corporation
Program Manager
2020 : Present
Citi
Information Security Technical Analyst Senior – Consultant
Owned IT products with significant scope and impact supporting business. Provided end-to-end product management and direction to ensure clear scope, timelines, and escalation paths. Gathered and prioritized product and customer requirements, defined product vision, and worked with production support and DEV teams. Collaborated with sales, marketing, and support to ensure achievement of revenue and customer satisfaction goals. Worked with cross-functional partners to deliver value to customers, meeting scope, budget, and timelines.
Performed product certification and testing, collaborating with customers and business stakeholders to analyze requirements, organize reviews with internal teams and stakeholders, coordinate testing efforts, collect issues/risks, and manage timelines to completion. Ran daily standup and bi-weekly sprint planning meetings. Developed and managed product certifications from beginning to end, including scope, timelines, hardware procurement, resource allocation, testing, and issue and risk analysis. Reduced customer known impacted issues. Built repeatable process on data needed in each Jira story.
* Worked with customers and engineering to define/clarify features, roadmap priority, customer experience (CX), user experience (UX), compliance, accessibility, and other requirements.
* Contributed to development of Pay Theory product that enabled parents to remit digital payments on child fees and expenses.
* Directed major project involving movement of clients’ data to new platform.
* Developed and implemented fix for notification application.
2019 : 2019
Pay Theory
Product Manager – Consultant
Directed operations and technology teams on mission minimizing ATM downtime through optimized parts availability and timely production issue triage with vendors. Coordinated with operations, technology, deployment, production support, vendor management. Monitored vendor activities to ensure invoicing accuracy, positive customer experience, and process improvement. Facilitated daily calls on ATM devices down for more than 24 hours.
* Achieved 99.925% uptime/availability rate for ATMs, ensuring customer satisfaction.
* Negotiated with vendors on development of training guides to address repeatable issues, greatly reducing repair cycle on common problems.
* Served as escalation point between business and client; triaged production issues to resolution with vendors.
* Monitored vendor (NCR) to ensure compliance with contractual agreed-upon ATM uptime and availability, including ensuring parts availability within service level agreement (SLA).
* Contributed to ATM Operations efforts to update and improve playbook on troubleshooting and escalation processes.
2018 : 2019
JPMorgan Chase & Co.
Vice President, ATM Vendor Management
Managed team of 6 deployment associates and 30+ technology associates for production support of ATMs and branch devices across retail platform, using repeatable processes. Developed reporting metrics and served as liaison between operations team and engineers. Supervised and trained Deployment Team and Production Support Team.
* Played key role in bringing bank current on ATM and branch device security patches, eliminating 1-year backlog. Identified backlog root cause and developed process that facilitated deployment of software upgrades and security patches to 6,000 ATMs within 3 hours with 99.5% success rate. Eventually upgraded/patched 16,000+ ATMs and 100,000+ branch devices and servers.
2016 : 2018
JPMorgan Chase & Co.
ATM Deployment/Implementation Manager/Production Support
Liaised between NCR Canadian/US customers and senior management, with focus on customer communication and issue resolution. Managed 16 associates. Conducted weekly team meetings and attended/supported associate’s customer meetings. Developed escalation communication process for customer severity issues.
* Automated and standardized production status reports across all high availability system accounts.
* Implemented process to ensure timely completion of issue tickets; performed root cause analyses and post-mortems.
2015 : 2016
NCR Corporation
Program Manager
Company:
Citi
About
Lead-from-the-front IT professional with 10+ years’ management experience directing IT infrastructure/operating functions, driving excellence through simplification, standardization, automation, and optimization. Offer comprehensive expertise in all phases of IT processes, including architecture, development, strategy, implementation, production support, incident management, and disaster recovery. Successes include achieving 99.925% ATM hardware uptime/availability rate and development of process with ability to deploy software upgrades and security patches to 6,000 ATMs within 3 hours at 99.5% success rate. Bring vision to plan future architecture, evaluate new technologies, and set architecture standards. Skilled in managing teams across multiple towers. Champion driver of standardization, re-use, and simplification of overall IT landscape.
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