William M Robinson Jr

Jacksonville, FL | 904-566-0355 | Loading...

Professional Summary

Results-driven IT Support and Application Management professional with 20+ years in financial services, delivering stable, compliant, and scalable solutions across trading, cloud, and SaaS environments.

Proven expertise in front-office support, incident response, vendor oversight, and SDLC governance. Skilled in aligning Agile delivery with regulatory requirements, driving continuous improvement across complex enterprise ecosystems.

AWS Certified Solutions Architect with hands-on experience in observability (Splunk, ITRS Geneos), cloud-native tools (SQS, SNS, RDS, EC2, S3, DynamoDB, IAM, Terraform, IaaS, PaaS, containerization technologies), and Python-based automation.

Key Skills & Certifications

      Professional Experience

      IT Application Owner

      DWS | Sept 2019 – Dec 2024

      • Led end-to-end technology and service delivery for a suite of SaaS applications, ensuring continuous alignment with business needs and regulatory standards.
      • Directed infrastructure initiatives including vendor upgrades, license migrations, patching cycles, and disaster recovery planning.
      • Collaborated cross-functionally with business, compliance, and engineering teams to manage vendor security assessments and ensure compliance with ISO 27001, NIST, SOC 2, and GDPR.
      • Oversaw access governance for vendor lifecycle management, driving RBAC policy enforcement, MFA controls, and user entitlement reviews.
      • Acted as primary liaison between third-party vendors and internal stakeholders, leading performance reviews, contract escalations, and SLA enforcement.
      • Ensured all third-party integrations and application enhancements adhered to SDLC, risk, and governance frameworks while streamlining development workflows across cross-functional teams.
      Production Support Analyst

      Deutsche Bank | May 2014 – Sept 2019

      • Supported end-to-end application delivery and infrastructure stability for FIS-hosted clearing and Stream-ore platforms.
      • Led incident response and root cause analysis to resolve high-impact production issues, minimizing business disruption across mission-critical services.
      • Collaborated with business stakeholders, infrastructure teams, and external vendors to coordinate releases, schedule patches, and ensure performance compliance.
      • Managed access control and permissions across Unix and Windows environments, enforcing enterprise security and audit requirements.
      • Enhanced operational efficiency by scripting automation for recurring support tasks and batch job monitoring.
      • Monitored application logs and system metrics to proactively troubleshoot performance issues and optimize system uptime.
      • Maintained business continuity through scheduled backups, recovery procedures, and disaster recovery validation exercises.
      • Developed operational runbooks, technical documentation, and incident reports to support cross-team knowledge sharing and process improvement.
      Triage Business Support Analyst

      Bank of America | Oct 2010 – May 2014

      • Led incident resolution efforts, coordinating across teams to reduce impact and ensure business continuity.
      • Performed root cause analysis and implemented preventive measures for recurring incidents.
      • Communicated incident updates and reports to leadership and stakeholders.
      • Managed ITSM tool processes and continuously improved workflows for efficiency.
      • Collaborated with vendors and third parties to resolve service disruptions.
      • Participated in disaster recovery planning and compliance tracking initiatives.
      Technology Support Specialist (L2)

      Bank of America | Sept 2005 – Oct 2010

      • Resolved complex technical issues in software, hardware, and network environments for global users.
      • Supported user accounts and group policies using Active Directory.
      • Provided application support and resolved issues escalated from Tier 1.
      • Tracked and resolved tickets via ServiceNow, maintaining SLA standards.
      • Installed security patches and supported system upgrades across devices.
      • Troubleshot peripherals like printers, scanners, and mobile devices across multiple sites.
      • Created technical documentation and knowledge base content to enhance team efficiency.
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