SEAN CHESTER

Pataskala Ohio 43062

Associate program manager with 25+ years of experience in driving analysis, reporting, software development, program/project management, access management, access controls, risk controls, workforce management, production support, and cybersecurity. Documented record of delivering programs ahead of schedule and under cost, proactive identification and mitigation of risk, delivery of complex multi-region programs with a high level of visibility and reporting to regulators.

Projects annually

Budget Cost

Applications impacted

Agile teams

EXPERIENCE

2015 – Now Associate III Program Manager, JP Morgan Chase

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Senior Business Analyst (2015 - Present)

Merchant Services Associate III Program Manager | Investment Banking Technology

Strategic and analytical leader charged with program management of large-scale technology and financial initiatives. Accountable for financial budgeting, forecasting, and reporting. This included monthly performance/utilization, financial analysis, and presentations to software development teams, executive directors, and managing directors. Resulting reports and analyses were shared with firm-wide governance, auditors, and regulators.

Established cross-functional collaboration across lines of business and stakeholders to create meaningful and effective partnerships to deliver solutions aligned to strategic goals.
Responsible for the execution of firm-wide cybersecurity projects, which included planning and execution of cybersecurity projects in coordination with the Cyber Programs governing body.
Successfully managed cyber initiatives for identity and access management projects, which included multi-factor authentication, role-based access control, data at rest encryption, data in transit encryption, resiliency automation, malware recovery, for over 280 applications, across 70 agile development teams.
For private cloud Oracle as a Service, I drove development of zero-downtime operating system updates, database patching, and lifecycle management, which allowed applications to achieve 24×7 availability.
Directed business transformation that retired two reactive firmwide security controls and implemented proactive high-risk controls to close access gaps.
Proactively identified and remediated $60MM budget risk while simultaneously achieving $6MM in savings.
Product Owner for Business Segregation of Duties, responsible for six annual reviews involving 200 applications, 72,000 entitlements, and 47,000 users per scan.
Implementation of false positive remediation process resulting in 20% reduction in exceptions.
Administration of JIRA, Confluence, SharePoint, Tableau, and MONDAY.com instances.

2008 – 2015 Lead IT Business Analyst, DoD – DFAS

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Lead IT Business Analyst | IT Specialist (APPSW) (2008 - 2015)

Lead Business Analyst for development and support of the Defense Property Accountability System (DPAS) application. Coordinated efforts between software development, training, and technical support teams. Lead support technician for DPAS technical support team in charge of ensuring 90% first call resolution, no hold time, and resolution of all bugs/defects identified in Production.

Collaboration with agency users, developers, and all levels of management to design and create functional requirements documents that were utilized as technical specifications.
Creation of test plans and scripts for Systems Integration Testing (SIT) and Systems Acceptance Testing (SAT).
Evaluation of functional and technical needs of new and current IT systems to identify areas for growth or adjustments that align with mission goals.
Performed reviews of system requirements in coordination with customer and functional representatives, as well as other technical team members, to ensure clarity on requirements and adherence to contract.
Development of detailed specifications for system changes and programming tasks outlining necessary programming instructions, input data, structural elements, and other analytical documentation to clarify both functional and technical requirements/use cases.
Achieved annual savings to DOD between $126MM to $500MM, year over year, by successfully onboarding military commands to DPAS modules and simultaneously terminating their previously used applications.
Development Help Desk Knowledgebase, which reduced ticket turnaround from weeks to hours.

2007 – 2008 Vendor Relations, Genco Inc.

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Vendor Relations

Oversight of relationships with external suppliers and service providers, monitoring performance against key performance indicators (KPIs) and service level agreements (SLAs). Managing vendor contracts, agreements, and ensuring compliance with company policies. Resolution of vendor inquiries, disputes, and identification of opportunities for process improvement.

Receipt, entry, and tracking for every Return-To-Vender (RTV), Purchase Order (PO), and Bill of Lading (BL)
Use of Excel to create spreadsheets, pivot tables, formulas, and Visual Basic templates, which continue to be used by the Vendor Relations Department.
Same-day resolution on all discrepancies, variances, and issues.
Collaborative creation and development of the Quanta SLC application for the Genco Lockbourne location.
Development of RTV Reconciliation process resulting in variance reduction from over 800 per fiscal quarter to 0.
Redesign of PO Reconciliation process, reducing processing time by 98% and improving accuracy to 99.998%.
Implementation of an open-source macro that cut processing time by 92% per BL.

2000 – 2007 Level III Supervisor, Teleperformance USA.

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Level III Supervisor (2000 - 2007)

Level III Supervisor

Supervision of a dynamic team of 40 agents with a focus on the resolution of all issues provided by the client. Including hardware and software issues which had no defined support methods or procedures. Monitoring and coaching agents for accuracy, efficiency, and professionalism. Generation and analysis of reporting used to trend outages, performance, attendance, and call flow.

Collaborative consolidation of the Ticket Management and Chronic Issues projects into the existing Level III Support Project, which increased first call resolution, while simultaneously decreasing call turnover and employee turnover.
Creation of the Columbus Verizon DSL Ticket Management project.
Creation and implementation of open-source macro and proprietary systems to review, update, and resolve escalated issues involving several hundred dispatch centers, thousands of field technicians, and multiple Maintenance Control Offices.
Resolution of every escalated ticket, ranging from 300 to 2,000 escalations per day.
Monitoring and coaching of call times, quality assurance, attendance, first call resolution, and schedule adherence.
Awarded as Top Supervisor after first month in the position.
Team Chester was repeatedly awarded as the Top Team of the month.
Provided individualized coaching and training, resulting in the first promotion of a visually impaired agent in the company’s history.

Level II Supervisor

Supervised a dynamic team of up to 30 Tier 2 agents. Monitoring and coaching of call times, quality assurance, attendance, first call resolution, and schedule adherence.
Accomplishments include: Awarded as Top Supervisor after first month in the position; Due to individualized coaching and training, the first visually impaired agent to be promoted in the company’s history was on Team Chester; Repeatedly received monthly Top Team award.

Ticket Management and Direct Support

Creation of the Columbus Ticket Management project. Creation and implementation of open source macro and proprietary systems to review, update, and resolve escalated issues involving several hundred dispatch centers, thousands of field technicians, and multiple Maintenance Control Offices. Resolution of every escalated ticket, ranging from 400 to 2,000 escalations per day.

EXPERTISE

Program/Project Management

Budget Analysis

Banking Systems

Web & Graphic Design

EDUCATION

2008 DeVry University, Information Technology, Completed college courses.

2007 Franklin University, Business Administration, Completed college courses.

2000 Hamilton Township, High School, Diploma with honors.

MANAGED RESOURCES IN

United States

India

Singapore

China

United Kingdom

Philippines

KNOWLEDGE & TOOLS

Program Management

Infrastructure Management

Budget Analysis/Reporting

Financial Analysis/Reporting

Ad-Hoc Reporting

Training

Web Design

Executive Presentations

Risk Controls

Access Controls

Workforce Management

Audits

Competitive Dynamics

Requirements/Use Cases

Functional Collaboration

Cross-LOB Collaboration

Governance Management

Governance Reporting

Strategic Planning

Influence Change

Incident Management

JIRA/Confluence

MONDAY.com

iPlan/iHub

Word

Excel

Access

PowerPoint

Project Professional

Tableau

Last updated as of January 26th, 2026.

Sean Chester

SEAN CHESTER

EXPERIENCE

Senior Business Analyst (2015 - Present)

Lead IT Business Analyst | IT Specialist (APPSW) (2008 - 2015)

Vendor Relations

Level III Supervisor (2000 - 2007)

EXPERTISE

EDUCATION

MANAGED RESOURCES IN

KNOWLEDGE & TOOLS