Michelle Stulack
Woodstock
Summary
Dynamic IT leader with a robust background in digital application support, IT infrastructure, and production support management within high-pressure environments. Expertise in team leadership, system performance optimization, and effective root cause analysis (RCA) ensures uninterrupted operations. Proficient in managing SLA attainment, responding to major incidents, and delivering infrastructure projects while promoting cross-functional collaboration to enhance system reliability and business continuity. Extensive knowledge of financial services technology, particularly in mortgage and treasury systems, complemented by a proven ability to assess critical issues, prioritize based on impact, and implement process enhancements that reduce downtime and elevate user experience.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Manager, Digital Application Support
Randstad
04.2021 - 11.2024
- Led a team of digital application support specialists to enhance system performance and user satisfaction.
- Collaborated with cross-functional teams to gather requirements for application enhancements.
- Trained and mentored junior staff on best practices for troubleshooting and customer service.
- Conducted regular audits of application performance to identify and resolve bottlenecks.
- Analyzed user feedback to drive continuous improvement in digital application offerings.
Application Support Manager
SunTrust Bank
10.2013 - 02.2020
- Managed diverse teams including direct FTE and global resources, enhancing system delivery and performance.
- Managed vendor relationships to ensure timely updates and support for key software applications.
- Incident Commander and leading resources across all areas of the business during immediate major customer impacting incidents to drive for resolution.
- Developed and implemented procedures for incident management and escalation.
- Coordinated between development and operations teams to improve system performance.
- Analyzed application performance metrics to identify areas for improvement.
- Led cross-functional meetings to prioritize support tickets and resource allocation.
- Conducted regular audits of support workflows to enhance efficiency and user satisfaction.
- Led cross-functional meetings to discuss system outages and preventive measures.
- Oversaw production support for Online Treasury, ACH/Wire, and other client-facing systems, achieving high SLA standards.
- Managed cross-functional projects to optimize network performance and reduce latency by 30%.
IT Infrastructure Manager
SunTrust Bank
04.2012 - 10.2013
- Directed senior technical professionals in delivering integrated mortgage solutions, focusing on planning and resource management.
- Managed a team of IT professionals in the deployment and maintenance of network infrastructure, ensuring 99.9% uptime.
- Developed and implemented IT policies and procedures that improved operational efficiency by 30%.
- Managed vendor relationships to ensure timely updates and support for key software applications.
- Incident Commander and leading resources across all areas of the business during immediate major customer impacting incidents to drive for resolution.
Lead Infrastructure Planning Engineer
SunTrust Bank
10.2010 - 04.2012
- Ensured the operational health of integrated mortgage solutions and managed web application infrastructure projects.
- Created and maintained documentation for application support processes and knowledge base.
- Led a team in the design and implementation of scalable infrastructure solutions for high-availability systems.
- Developed and maintained detailed infrastructure documentation and standards to ensure compliance with industry regulations.
- Implemented disaster recovery plans and business continuity strategies, improving system resilience.
- Coordinated with software development teams to align infrastructure capabilities with application requirements.
- Managed cross-functional teams to execute infrastructure strategies that aligned with corporate objectives.
Lead Infrastructure Planning Analyst
SunTrust Bank
02.2009 - 10.2010
- Collaborated with cross-functional teams to assess and prioritize infrastructure needs, resulting in a 20% reduction in project delivery times.
- Enforced and improved service management and ITIL concepts and policies.
- Performed operations such as identity and privilege management, intrusion detection, security/os patching, performance troubleshooting.
- Ensured consistent service levels for IT infrastructure customers, implementing ITIL concepts and policies.
- Ensured all phases of the system development life cycle were compliance with operational readiness.
- Conducted comprehensive analysis of existing systems to identify gaps and recommend enhancements for improved efficiency.
Sr. IT Specialist - High Availability Technical Support
Air Products and Chemicals
05.2003 - 05.2008
- Provided tier 3 technical support for high availability environments, ensuring minimal downtime and maximum performance.
- Collaborated with cross-functional teams to troubleshoot complex systems, resulting in improved service reliability.
- Developed and maintained documentation for high availability configurations and procedures for patching and performance troubleshooting.
IT Specialist - Server Administrator/Internet Admin
Air Products and Chemicals
03.1999 - 05.2003
- Managed server maintenance and upgrades for over 100 client systems, ensuring 99.9% uptime.
- Configured and optimized virtual servers using VMware and Hyper-V for enhanced performance and scalability.
- Implemented security protocols that reduced data breaches by 30%, safeguarding sensitive client information.
Network Support Specialist
Phoenix International
01.1998 - 03.1999
- Provided technical support for network issues, resolving connectivity problems and ensuring minimal downtime.
- Assisted in the installation and configuration of networking equipment including routers, switches, and firewalls.
Network Support Specialist
Ingersoll Rand
06.1995 - 01.1998
- Trained end-users on proper network usage and troubleshooting techniques, improving overall user satisfaction.
- Performed regular network assessments and audits to identify vulnerabilities and recommend solutions.
- Documented network configurations, changes, and support activities to maintain accurate records.
- Assisted employees in resolving various personal computer problems related to Lotus Notes, products that relate to Lotus Notes and cc: Mail.
Education
BS - Computer Science
DeSales University
Allentown, PASkills
- ITIL framework expertise
- JIRA
- ServiceNow
- Problem Management
- Service Management
- Vendor Management
- ITSM
- Incident Management
- Change Management
- Problem Management
- ITSM
- Agile
Certification
- ITIL
- MCSA
- MCA
- LIM
Timeline
Manager, Digital Application Support
Randstad
04.2021 - 11.2024
Application Support Manager
SunTrust Bank
10.2013 - 02.2020
IT Infrastructure Manager
SunTrust Bank
04.2012 - 10.2013
Lead Infrastructure Planning Engineer
SunTrust Bank
10.2010 - 04.2012
Lead Infrastructure Planning Analyst
SunTrust Bank
02.2009 - 10.2010
Sr. IT Specialist - High Availability Technical Support
Air Products and Chemicals
05.2003 - 05.2008
IT Specialist - Server Administrator/Internet Admin
Air Products and Chemicals
03.1999 - 05.2003
Network Support Specialist
Phoenix International
01.1998 - 03.1999
Network Support Specialist
Ingersoll Rand
06.1995 - 01.1998
BS - Computer Science
DeSales University