cige kimberly godden

* Develops, leads, and facilitates creation and/or adoption of a program management office for the IT department * Planning projects in order to accomplish goals within a defined schedule and quality standards * Plan, lead, organize and control multiple project initiatives according to agreed upon scope, schedule and budget targets * Interact directly with various customer representatives ranging from senior operations management, IT representatives, and end-users. * Cultivate and maintain a strong relationship with the customer’s management and project teams. * Meet with decision makers, system owners, and end users to define business, financial, and operational requirements and system goals, and identify and resolve system issues. * Provide reporting and data analysis to management.

* Provide analysis and development expertise for access governance related activities involving access certification, provisioning, and application/system on-boarding in SailPoint/IIQ * Communicate aspects of both the product and the implementation at the technical and functional level * Lead and participate in operations and tactical planning within a team environment * Support Information Security programs which include governance (policy & standards), security technology evaluation and testing, project requirement gathering, internal client communications, documentation, and security awareness

* Responsible for managing the process used for provisioning, modifying and terminating end user access to various electronic systems and environments using the IdentityIQ application * Responsible for Role Design requirements gathering and documentation * Documents requirements definition for SOX, PCI and SOD restrictions and guidelines * Third Tier support of the identity and access management process * Work with internal/external customers to implement recommended solutions for eCommerce platform * XML editing for role import into IdentityIQ application * Software Development Life Cycle (SDLC) experience including Analysis, Design and Review of Business and Software Requirement Specifications * Works extensively with Quality Assurance in developing test scripts as well as developing test cases and test plans * Performs testing of the identity management system including coordination of BU end to end tests * Shared Service Process Optimization Model (SSPOM) experience, highly focused on improving efficiency, data integrity, shared governance and accountability

* Test cases and other testing deliverables in accordance with SDLC guidelines via manual and automated toolsets * Provided test solutions for application components and application functionality and regression * Analyzed changes that span application test team and functional processes to ensure all impacts have been identified * Review and ensure all applicable changes are documented appropriately through QuickBase Change Control Process * Partner with QA team, Business Analyst, and IT to ensure testing goals, objectives, and expectations are effectively met * Responsible for analyzing, interpreting, and accurately determining and communicating business needs to the software development team

* Account profile provisioning in AS400 application * Provided Second Level end user support and escalate, if necessary, to comply with published Service Level Agreements * Trained end-users by means of verbal personal instruction and specially designed documentation. * Deployed specially designed test scripts – Retrieved system metrics, gathered and formatted statistics and ran analyses to identify system issues. * Provided constant technical support for applications to ensure optimal durability and reliability – Investigated and resolved technical operational issues of the applications. * Provided customer support for Terminix Residential and Commercial customer web portal

* Level 2 support - coordinate resolution of issues to include change management & root cause analysis * Work directly with Telecom vendors to provide additional services requested by clients * Balance invoices and update templates for incoming OIR(Optical Invoice Recognition) invoices * Process EDI(Electronic Data Interchange) requests * Ability to analyze accounts, identify issues, variances and unusual trends, interpret results and propose solutions * Cross train overseas Romanian team on Level 1 Support procedures * Assist in creation of standard format content and style guidelines, giving consideration to usability and ensuring accuracy, consistency and quality. Created customer Quick Reference Guide and FAQ database

* Active Directory account provisioning - including Microsoft Exchange email setup * Multiple application user account creations and terminations – Active Directory, JDE, AS400, COSA, ACCeSS * Worked with InfoSec group to ensure PCI compliance * Responsible for planning and managing a technical team consisting of 4 resources in identification and remediation of incorrect employee ID data for 25K users. Incorrect and orphan Identity data scrubbed and/or corrected

* Processor of ACH Applications for Treasury Management Department * Responsible for review of ACH Risk Contracts and Applications, review for accuracy and risk mitigation factors * Evaluated client activity graphs for correct credit and /or debit exposure limit settings * Troubleshoot NACHA file upload issues, database changes * Member of new Business Banking Online conversion team- implementing new application for BBO * Worked closely with the client to determine requirements and develop functional designs based on the analysis of the business needs, objectives and existing systems * Responsible for reporting all Test Incident Report documentation and provides appropriate follow-up with client to ensure accuracy and precision of project requirements

* Managed staff of 20+ IT Help Desk associates responsible for processing an average of 15,000 corporate and field requests monthly. The team’s performance is based on Customer Satisfaction and Mean Time to Resolve. * Identified by IT management as SME for Support Desk and led Knowledge Transfer for IT Reorganization-Training including but not limited to: MISSION, Remedy, SharePoint, Dameware, Active Directory, and Cisco. * Monitor Help Desk volume – Phone, email and web tickets * Manage staff schedules and activities accordingly to ensure adequate coverage on Help Desk * Serve as first point of contact for attendance as well as performance issues. * Develop junior staff members for the next level of support. * Maintain 95% Customer Satisfaction score. Maintain 98% Mean Time to Resolve (MTTR). * Implemented and managed “Shoot for the Stars” recognition program to recognize outstanding performers * Maintain Share Point web site for document and procedure management.

* Answered inbound call line for 1-800 TruGreen, providing customer with account support and problem resolution. * Provided guidance and direction to branches in order to reduce customer conflict. * Consistently earn highest rating in customer service quality surveys. * Responsible for daily, monthly and weekly reports to track departmental productivity, daily call volume, service level and agent activity. * Responsible for weekly reports to track region and branch activity in relation to Customer Care handled issues. * Proficient in TruGreen interface programs: ALDON, REMEDY, AS400 and JDE. * Organized and led team in marketing rollouts; tracked customer response and retention. * Trained new associates, developed user guides and Standard Operating Procedure (SOP) documentation.

* Coordinated with outside vendors to provide various enrichment programs and entertainment for over 200 residents. * Plan, coordinate and participate in a variety of social events and outings. * Managed finances for activity department; planned and maintained budget, responsible for billing and invoices. * Regulated content of program in compliance with residents’ abilities needs and interests. * Publish monthly calendar of news and events to residents.

* Worked with Executive Director daily in regards to resident and family issues. * Provided a friendly and supportive daily life environment for the residents. * Assisted Director in arranging entertainment, set up for group activities and special events; arrange and attend group outings with residents. * Plan specific physical activities for residents on rehabilitation unit also provided one on one stimulation activities for bed bound residents; i.e. sensory stimulation through music, visual stimulation through photographs, aromatherapy.

* Meet company and store performance goals * maintain optimum store environment * Recruit, hire and train Sales Associates * motivate staff through goal setting, recognition and team building * Oversee all store operational issues * Responsible for maintaining all company visual presentation standards

* Established positive relationship with clients * Collected competitive intelligence * Helped in business-development initiatives * Performed team auditing