Managed Services
Plan, execute, and deliver IT projects such as infrastructure upgrades, cloud migrations, security initiatives, and client onboarding/offboarding
Manage project scope, timelines, budgets, risks, and dependencies across multiple concurrent client engagements
Serve as the primary point of contact between clients, engineers, vendors, and internal leadership
Coordinate resources across service desk, network, security, and cloud teams to meet SLAs and project milestones
Develop and maintain project plans, schedules, runbooks, and status reports
Gather and document technical and business requirements from clients
Set expectations around deliverables, timelines, and change management
Lead client meetings, project kickoffs, and post-implementation reviews
Manage change requests and ensure scope alignment with contracts and statements of work (SOWs)
Identify project risks and mitigation strategies, including security, compliance, and operational impacts
Ensure projects align with ITIL, cybersecurity best practices, and regulatory requirements (HIPAA, SOC 2, PCI, etc., as applicable)
Track dependencies related to vendor deliverables and third-party services
Standardize project workflows and improve repeatable delivery processes across the MSP
Transition completed projects into managed services with clear documentation and handoff procedures
Maintain accurate project documentation for audits, renewals, and knowledge transfer
Support continuous improvement initiatives to increase delivery efficiency and client satisfaction
Project & ticketing tools: ConnectWise, Autotask, ServiceNow, Jira, MS Project
Documentation platforms: Confluence, SharePoint, IT Glue, WordPress
Reporting & communication: Microsoft Teams, Slack, Power BI
Implementing collaboration tools for clients.
💬 Communication & Messaging Tools
Microsoft Teams
- Team chat by department or project
- Video meetings and screen sharing
- File collaboration via OneDrive / SharePoint
Benefits
- Reduces email overload
- One place for chat, meetings, and files
- Strong security and compliance for enterprises
Slack
Examples of use
- Real-time messaging with channels
- Alerts from Jira, GitHub, monitoring tools
- Quick decisions without meetings
Benefits
- Faster communication
- Easy integrations with business apps
- Highly searchable conversation history
Project & Work Management Tools
Asana
Examples of use
- Marketing campaigns
- Product launches
- Cross-team initiatives
Benefits
- Clear ownership and deadlines
- Visual timelines and progress tracking
- Easy for non-technical users
Monday.com
Examples of use
- Sales pipelines
- Operations workflows
- HR onboarding
Benefits
- Highly visual dashboards
- Customizable workflows
- Low learning curve
Jira
Examples of use
- Software development tracking
- IT service requests
- Agile delivery
Benefits
- Deep workflow customization
- Powerful reporting and metrics
- Scales well for large teams
Knowledge & Documentation Tools
Confluence
Examples of use
- Process documentation
- Technical designs
- Meeting notes and decisions
Benefits
- Central knowledge hub
- Easy linking to Jira work
- Reduces dependency on individuals
Notion
Examples of use
- Internal wikis
- Lightweight project tracking
- Personal and team knowledge bases
Benefits
- All-in-one workspace
- Very flexible
- Clean, modern UX
File Sharing & Content Collaboration
Google Workspace
Examples of use
- Collaborative docs and spreadsheets
- Shared drives
- Real-time editing
Benefits
- Simultaneous editing
- Simple sharing
- Great for remote teams
SharePoint / OneDrive
Examples of use
- Department document repositories
- Policy and compliance storage
- Integration with Microsoft Teams
Benefits
- Strong governance and permissions
- Enterprise-grade security
- Version control and retention
Visual Collaboration & Brainstorming
Miro
Examples of use
- Strategy workshops
- Process mapping
- Design thinking sessions
Benefits
- Encourages creative collaboration
- Great for remote and hybrid teams
- Replaces physical whiteboards
Lucid
Examples of use
- Flowcharts
- Architecture diagrams
- Org charts
Benefits
- Easy-to-create visuals
- Integrates with docs and wikis
- Improves clarity and alignment
Meetings & Video Collaboration
Zoom
Examples of use
- Client meetings
- Company town halls
- Training sessions
Benefits
- Reliable video quality
- Simple to use
- Scales from 1:1 to large events
Why Businesses Use a Collaboration Stack (Not Just One Tool)
Most successful teams combine:
- Messaging (Slack or Teams)
- Work tracking (Asana, Jira, Monday)
- Knowledge (Confluence or Notion)
- Files (Google Drive or SharePoint)
Business Benefits Overall
- Faster decision-making
- Increased transparency
- Better accountability
- Reduced operational friction
- Improved employee satisfaction
- Presenting project health/status to leadership, stakeholders, and application engineering teams
- Created a SharePoint to allow up-to-the-minute project status for viewing at any time
- Created customized Workfront dashboards based on executive metric requests
- Implemented Tableau and Jira/Confluence visual dashboards for easy high-level progress
Reported successes, lessons learned to do better next time, and detailed Tableau analytics to show the areas of improvement in numbers and value to the business, matching the original goals with the accomplishments
Issue Management & Process Improvement Lead
Global Application Integration & Engineering
- Defined multiple technology documentation and audit projects in Workfront and drove through to completion
- Led a team of applications engineers and analysts to develop documentation and processes for testing, implementation, and monitoring
- Reviewed and updated the existing change management process and developed decision-making framework
- Marked Visio process maps with risk controls along the process to identify gaps to make audits easier
- Developed a governance program for application network documentation, procedures, standards, reporting, and issue management to align with organizational goals
- Identified stakeholders, defined roles/responsibilities, and implemented a repository for ongoing program documentation
- Partnered with the enterprise policy team to update policies and procedures as necessary
- Created a framework for routine review, remediation, and sunsetting of applications and review of audit framework
- Built bridges to other teams, understanding their role, keeping them informed, and partnering for improvements
- Clearly communicated initiatives and complex work efforts, assigning tasks, removing roadblocks
- Created a single online SharePoint source for program tasks, timelines, and documentation to keep participants informed and active
- Represented the team in cross-function documentation, and change approval
- Partnered to give all a voice, leverages experience, and found ways forward together
- Planned and executed IT audits, testing controls, assessing risks, documenting findings, and collaborating with IT, management, and external auditors to manage remediation efforts.
- Evaluated information application systems for security, efficiency, and compliant with regulations, policies, and industry standards.
- Audited production, contingency, UAT, development, and (SIT) to identify gaps in coverage, duplication, and resource crowding
- Influencing and coaching the Application Integration leadership team in the areas of Risk and Control Self-Assessment (RCSA) audit readiness
- Represented the team with Internal Audit, Information Security, and Risk/Regulatory/Compliance teams
- Researched and responded to IT audit issues/matters requiring attention (MRA) and providing evidence of data privacy compliance
- Mentored to help the team understand how good documentation, consistency, and adhering to controls and processes can improve their role performance, and maintain audit readiness
IT application mapping is the process of documenting how applications support business functions, data flows, users, integrations, and regulatory requirements—so the bank understands what systems it has, how they connect, and what breaks if something changes.
Performed Inventory & Classification
- Identify all applications: (core banking, LOS, AML, CRM, payments, reporting, etc.)
- Classify apps by: Business function (lending, deposits, treasury, risk). Criticality (Tier 1 / Tier 2 / Tier 3), Internal vs vendor-hosted, Customer-facing vs back-office
Mapped Business Process Alignment
- Map each application to the business processes it supports
(e.g., loan origination, underwriting, servicing, collections) - Identify system owners, business owners, and key users
- Document where manual workarounds exist
Documented Data Flow & Integration Mapping
- Upstream and downstream systems
- Interfaces (APIs, batch jobs, file feeds)
- Data types exchanged (PII, PCI, GL, regulatory data)
- Identify data dependencies for reporting and compliance
Setup custom Confluence, Jira, and SharePoint sites for collaboration
Centralized Knowledge & Work
+ One source of truth for documentation, tasks, decisions, and files
+ Faster onboarding and smoother handoffs
Improved Productivity & Delivery
+ Clear ownership and status tracking
+ Reduced switching between tools
Automation replaces manual follow-ups
+ Transparency for Leadership
+ Real-time dashboards and reports
+ Predictable delivery and better risk visibility
Fewer status meetings, better decisions
+ Better Cross-Team Collaboration
+ Business, IT, and vendors working in shared spaces
+ Clear workflows instead of email chains
+ Easier coordination across time zones
Governance & Compliance
+ Controlled access and permissions for need-to-know
+ Audit trails for changes and decisions
In IT Applications Engineering documentation creates cohesiveness between strategy, delivery, and operations (design → build → use → improve). Below are examples of documents I authored.
Strategy & Planning Documents: Why something is being built and what success looks like
+ Application Roadmaps
+ Business Requirements Documents (BRD)
+ Project Charters
+ Scope & Assumptions Documents
+ Cost Estimates
Requirements & Functional Design: translate business needs into buildable instructions
+ Functional Requirements (FRD)
+ User Stories & Acceptance Criteria (often in Jira)
+ Process Flow Diagrams
+ Use Case Documents
+ Non-Functional Requirements (performance, security, availability)
Deployment & Release Management: Controlling what goes live and when
+ Release Notes
+ Cutover Plans
+ Rollback Plans
+ Change Requests (CAB)
+ Go-Live Checklists
- Presenting project health/status to leadership, stakeholders, and application engineering teams
- Created a SharePoint to allow up-to-the-minute project status for viewing at any time
- Created customized Workfront dashboards based on executive metric requests
- Implemented Tableau and Jira/Confluence visual dashboards for easy high-level progress
- Reported successes, lessons learned to do better next time, and detailed Tableau analytics to show the areas of improvement in numbers and value to the business, matching the original goals with the accomplishments
Enterprise Data Governance
Data Analytics
- Defined multiple technology documentation and audit projects in Workfront and drove through to completion
- Led a team of applications engineers and analysts to develop documentation and processes for testing, implementation, and monitoring
- Reviewed and updated the existing change management process and developed decision-making framework
- Marked Visio process maps with risk controls along the process to identify gaps to make audits easier
- Developed a governance program for application network documentation, procedures, standards, reporting, and issue management to align with organizational goals
- Identified stakeholders, defined roles/responsibilities, and implemented a repository for ongoing program documentation
- Partnered with the enterprise policy team to update policies and procedures as necessary
- Created a framework for routine review, remediation, and sunsetting of applications and review of audit framework
- Built bridges to other teams, understanding their role, keeping them informed, and partnering for improvements
- Clearly communicated initiatives and complex work efforts, assigning tasks, removing roadblocks
- Created a single online SharePoint source for program tasks, timelines, and documentation to keep participants informed and active
- Represented the team in cross-function documentation, and change approval
- Partnered to give all a voice, leverages experience, and found ways forward together
- Planned and executed IT audits, testing controls, assessing risks, documenting findings, and collaborating with IT, management, and external auditors to manage remediation efforts.
- Evaluated information application systems for security, efficiency, and compliant with regulations, policies, and industry standards.
- Audited production, contingency, UAT, development, and (SIT) to identify gaps in coverage, duplication, and resource crowding
- Influencing and coaching the Application Integration leadership team in the areas of Risk and Control Self-Assessment (RCSA) audit readiness
- Represented the team with Internal Audit, Information Security, and Risk/Regulatory/Compliance teams
- Researched and responded to IT audit issues/matters requiring attention (MRA) and providing evidence of data privacy compliance
- Mentored to help the team understand how good documentation, consistency, and adhering to controls and processes can improve their role performance, and maintain audit readiness
IT application mapping is the process of documenting how applications support business functions, data flows, users, integrations, and regulatory requirements—so the bank understands what systems it has, how they connect, and what breaks if something changes.
Performed Inventory & Classification
- Identify all applications: (core banking, LOS, AML, CRM, payments, reporting, etc.)
- Classify apps by: Business function (lending, deposits, treasury, risk). Criticality (Tier 1 / Tier 2 / Tier 3), Internal vs vendor-hosted, Customer-facing vs back-office
Mapped Business Process Alignment
- Map each application to the business processes it supports
(e.g., loan origination, underwriting, servicing, collections) - Identify system owners, business owners, and key users
- Document where manual workarounds exist
Documented Data Flow & Integration Mapping
- Upstream and downstream systems
- Interfaces (APIs, batch jobs, file feeds)
- Data types exchanged (PII, PCI, GL, regulatory data)
- Identify data dependencies for reporting and compliance
Far far away, behind the word mountains, far from the countries Vokalia and Consonantia, there live the blind texts. Separated they live in Bookmarksgrove right at the coast
Far far away, behind the word mountains, far from the countries Vokalia and Consonantia, there live the blind texts. Separated they live in Bookmarksgrove right at the coast
- Presenting project health/status to leadership, stakeholders, and application engineering teams
- Created a SharePoint to allow up-to-the-minute project status for viewing at any time
- Created customized Workfront dashboards based on executive metric requests
- Implemented Tableau and Jira/Confluence visual dashboards for easy high-level progress
Reported successes, lessons learned to do better next time, and detailed Tableau analytics to show the areas of improvement in numbers and value to the business, matching the original goals with the accomplishments
Issue Management & Process Improvement Lead
Global Application Integration & Engineering
- Defined multiple technology documentation and audit projects in Workfront and drove through to completion
- Led a team of applications engineers and analysts to develop documentation and processes for testing, implementation, and monitoring
- Reviewed and updated the existing change management process and developed decision-making framework
- Marked Visio process maps with risk controls along the process to identify gaps to make audits easier
- Developed a governance program for application network documentation, procedures, standards, reporting, and issue management to align with organizational goals
- Identified stakeholders, defined roles/responsibilities, and implemented a repository for ongoing program documentation
- Partnered with the enterprise policy team to update policies and procedures as necessary
- Created a framework for routine review, remediation, and sunsetting of applications and review of audit framework
- Built bridges to other teams, understanding their role, keeping them informed, and partnering for improvements
- Clearly communicated initiatives and complex work efforts, assigning tasks, removing roadblocks
- Created a single online SharePoint source for program tasks, timelines, and documentation to keep participants informed and active
- Represented the team in cross-function documentation, and change approval
- Partnered to give all a voice, leverages experience, and found ways forward together
- Planned and executed IT audits, testing controls, assessing risks, documenting findings, and collaborating with IT, management, and external auditors to manage remediation efforts.
- Evaluated information application systems for security, efficiency, and compliant with regulations, policies, and industry standards.
- Audited production, contingency, UAT, development, and (SIT) to identify gaps in coverage, duplication, and resource crowding
- Influencing and coaching the Application Integration leadership team in the areas of Risk and Control Self-Assessment (RCSA) audit readiness
- Represented the team with Internal Audit, Information Security, and Risk/Regulatory/Compliance teams
- Researched and responded to IT audit issues/matters requiring attention (MRA) and providing evidence of data privacy compliance
- Mentored to help the team understand how good documentation, consistency, and adhering to controls and processes can improve their role performance, and maintain audit readiness
IT application mapping is the process of documenting how applications support business functions, data flows, users, integrations, and regulatory requirements—so the bank understands what systems it has, how they connect, and what breaks if something changes.
Performed Inventory & Classification
- Identify all applications: (core banking, LOS, AML, CRM, payments, reporting, etc.)
- Classify apps by: Business function (lending, deposits, treasury, risk). Criticality (Tier 1 / Tier 2 / Tier 3), Internal vs vendor-hosted, Customer-facing vs back-office
Mapped Business Process Alignment
- Map each application to the business processes it supports
(e.g., loan origination, underwriting, servicing, collections) - Identify system owners, business owners, and key users
- Document where manual workarounds exist
Documented Data Flow & Integration Mapping
- Upstream and downstream systems
- Interfaces (APIs, batch jobs, file feeds)
- Data types exchanged (PII, PCI, GL, regulatory data)
- Identify data dependencies for reporting and compliance
Far far away, behind the word mountains, far from the countries Vokalia and Consonantia, there live the blind texts. Separated they live in Bookmarksgrove right at the coast
Far far away, behind the word mountains, far from the countries Vokalia and Consonantia, there live the blind texts. Separated they live in Bookmarksgrove right at the coast
- Presenting project health/status to leadership, stakeholders, and application engineering teams
- Created a SharePoint to allow up-to-the-minute project status for viewing at any time
- Created customized Workfront dashboards based on executive metric requests
- Implemented Tableau and Jira/Confluence visual dashboards for easy high-level progress
Reported successes, lessons learned to do better next time, and detailed Tableau analytics to show the areas of improvement in numbers and value to the business, matching the original goals with the accomplishments
Issue Management & Process Improvement Lead
Global Application Integration & Engineering
- Defined multiple technology documentation and audit projects in Workfront and drove through to completion
- Led a team of applications engineers and analysts to develop documentation and processes for testing, implementation, and monitoring
- Reviewed and updated the existing change management process and developed decision-making framework
- Marked Visio process maps with risk controls along the process to identify gaps to make audits easier
- Developed a governance program for application network documentation, procedures, standards, reporting, and issue management to align with organizational goals
- Identified stakeholders, defined roles/responsibilities, and implemented a repository for ongoing program documentation
- Partnered with the enterprise policy team to update policies and procedures as necessary
- Created a framework for routine review, remediation, and sunsetting of applications and review of audit framework
- Built bridges to other teams, understanding their role, keeping them informed, and partnering for improvements
- Clearly communicated initiatives and complex work efforts, assigning tasks, removing roadblocks
- Created a single online SharePoint source for program tasks, timelines, and documentation to keep participants informed and active
- Represented the team in cross-function documentation, and change approval
- Partnered to give all a voice, leverages experience, and found ways forward together
- Planned and executed IT audits, testing controls, assessing risks, documenting findings, and collaborating with IT, management, and external auditors to manage remediation efforts.
- Evaluated information application systems for security, efficiency, and compliant with regulations, policies, and industry standards.
- Audited production, contingency, UAT, development, and (SIT) to identify gaps in coverage, duplication, and resource crowding
- Influencing and coaching the Application Integration leadership team in the areas of Risk and Control Self-Assessment (RCSA) audit readiness
- Represented the team with Internal Audit, Information Security, and Risk/Regulatory/Compliance teams
- Researched and responded to IT audit issues/matters requiring attention (MRA) and providing evidence of data privacy compliance
- Mentored to help the team understand how good documentation, consistency, and adhering to controls and processes can improve their role performance, and maintain audit readiness
IT application mapping is the process of documenting how applications support business functions, data flows, users, integrations, and regulatory requirements—so the bank understands what systems it has, how they connect, and what breaks if something changes.
Performed Inventory & Classification
- Identify all applications: (core banking, LOS, AML, CRM, payments, reporting, etc.)
- Classify apps by: Business function (lending, deposits, treasury, risk). Criticality (Tier 1 / Tier 2 / Tier 3), Internal vs vendor-hosted, Customer-facing vs back-office
Mapped Business Process Alignment
- Map each application to the business processes it supports
(e.g., loan origination, underwriting, servicing, collections) - Identify system owners, business owners, and key users
- Document where manual workarounds exist
Documented Data Flow & Integration Mapping
- Upstream and downstream systems
- Interfaces (APIs, batch jobs, file feeds)
- Data types exchanged (PII, PCI, GL, regulatory data)
- Identify data dependencies for reporting and compliance
Far far away, behind the word mountains, far from the countries Vokalia and Consonantia, there live the blind texts. Separated they live in Bookmarksgrove right at the coast
Far far away, behind the word mountains, far from the countries Vokalia and Consonantia, there live the blind texts. Separated they live in Bookmarksgrove right at the coast
- Presenting project health/status to leadership, stakeholders, and application engineering teams
- Created a SharePoint to allow up-to-the-minute project status for viewing at any time
- Created customized Workfront dashboards based on executive metric requests
- Implemented Tableau and Jira/Confluence visual dashboards for easy high-level progress
Reported successes, lessons learned to do better next time, and detailed Tableau analytics to show the areas of improvement in numbers and value to the business, matching the original goals with the accomplishments
Technical Writer
Enterprise Procedure Governance / Workforce Enablement
- Reviewed business process maps in Aria to map polices and procedures.
- Reviewing the process for gaps and outdated information.
- Reviewed and updated the existing change
- One of the first tasks for procedure updates or while working on project teams, is an assessment of the number of documents impacted.
- Providing accurate numbers helps the team understand the timeline for documentation.
- Knowledge of the business process and how procedures work allowed me to create a complete picture of which areas are impacted.
- Proper documentation during changes helps the business adopt changes and mitigate risk by keeping procedures up to date.
- Assigned to write for multiple lines of business within the organization: Post-Closing, Customer Advocacy and Collections, Foreclosure, Loan Modifications, Originations, Servicing, Short Sale, Deed-in-Lieu, Deceased Business Unit
- Meet demanding deadlines based on special risk mitigation projects: Consumer Financial Protection Bureau (CFPB), Federal Risk and Authorization Management (FedRamp), Office of the Comptroller Currency (OCC), Department of Justice (DOJ), software upgrades and migrations in the software development life cycle (SDLC)
Draft, edit, and maintain enterprise banking policies, procedures, standards, and guidelines in accordance with regulatory and internal governance requirements
Apply the Chicago Manual of Style to ensure consistency in grammar, capitalization, numbering, citations, abbreviations, and document structure across all policy artifacts
Establish and enforce style standards for policy documents, including headings, tables, cross-references, footnotes, and defined terms
Translate complex regulatory and legal language (e.g., OCC, FDIC, CFPB, Federal Reserve guidance) into clear, user-friendly policy and procedural documentation
Partner with Legal, Compliance, Risk, Audit, and Business stakeholders to validate accuracy, intent, and regulatory alignment of documentation
Manage policy lifecycle activities, including creation, review, approval, version control, publication, and archival
Ensure documents meet audit and exam readiness standards, including traceability, citation accuracy, and change history
Maintain controlled templates aligned to bank branding standards
Perform substantive editing (clarity, logic, flow) and copyediting (syntax, punctuation, formatting) per Chicago style guidance
- Coordinate document reviews and approvals through governance tools (e.g., SharePoint, GRC platforms, policy management systems)
Track revisions and enforce document control practices, including version numbering and effective dates
Support remediation efforts by updating policies and procedures in response to audit findings, regulatory changes, or risk assessments
Train contributors and reviewers on Chicago Manual of Style conventions and internal documentation standards
- Answered planned documentation audits, and external audits to manage remediation efforts.
- Worked the Office of the Comptroller Currency (OCC) consent orders and MRAs against the bank to bring policies and procedures into compliance.
- As the lead of the OCC consent undertaking, I represented Procedure Management in enterprise project meeting and managed 8 technical writers who assisted me.
- A total of 700+ documents were successfully updated, retired, or created.
- Worked closely with internal legal and compliance teams to review and approve each and every document.
- Built bridges to other teams, understanding their role, keeping them informed, and partnering for improvements
- Clearly communicated initiatives and complex work efforts, assigning tasks, removing roadblocks
- Created a single online SharePoint source for program tasks, timelines, and documentation to keep participants informed and active
- Represented the team in cross-function documentation, and change approval
- Partnered to give all a voice, leverages experience, and found ways forward together
- Use of SharePoint to access an assignment queue.
- Each team member maintained a work queue to effectively manage their documents and projects.
- Managers enter assignments, team keeps status up to date.
- Allows for a traceable audit record of policy and procedure updates and changes.
- As the Policy & Procedure lead on enterprise projects, I was responsible for in depth reporting on the volume and status of procedures requiring creation or updates, based on the project.
- Projects might include software changes, systems changes, regulation changes, audit MRAs, etc.
