SUMMARY

• Searching for long - term employment with a growing business. My expertise has been management of people/projects, networking, and information technology. I possess exceptional interpersonal communication skills. My skills include problem-solving, prioritizing, computer networking, analytics, and managing with proficiency.

AREAS OF EXPERTISE

• Leadership Reliability Telecommuter
• Mentoring Accountability Trainer
• Communications Collaborative Innovative
• Solutions Driven Data Analysis Integrity
• Reliability Self-Managing Performance Excellence

PROFESSIONAL EXPERIENCE

Senior Project Manager

Confidential, TX

Responsibilities:

• Review and determine out of the top 5 that need automated, a priority matrix of highest to lowest
• Communicate and assist weekly what and how on the automation process project
• Work with Legal to monitor users who are on an application to determine misuse of resources
• Analyze and secure the development/operations teams’ redundant tasks to overseas
• Align developers with the business needs what should be automated and how using Automation Anywhere & UI Path
• Analyze additional in-house scripts to be implemented in Automation Anywhere or UI Path.
• Core responsibilities centered around aligning developers with the business needs what should be automated and how
• Assist developers in automating up to 2 processes in 6 months as approved by executives
• Convincing the IT DevOps Teams and other groups of the benefits and effectiveness of RPA to their workloads
• Completed basic Automation Anywhere & Python Training
• Managed, analyzed, and supported the Robotic Process Automation (RPA), Artificial Intelligence (AI), and Machine Learning (ML) within the IT organization for efficient application support processes

Senior Manager Operations/Engineering

Confidential, TX

Responsibilities:

• Managed and motivated a national a DevOps team of 9 employees, 8 Contractors, and 5 vendors
• Assisted and managed major outages with my team and the vendors to get quick resolutions, avoiding end-user frustrations
• Elevated 2 employees trending development to leading status in 6 months by focusing on their strengths and weaknesses
• Coached and provided feedback weekly as a team, and 1:1 monthly, bi-yearly, and yearly maintaining individual and team focus to obtain organizational goals
• Team building activities to build morale, confidence, collaboration, and inter-personal skills
• Trained and provided training skills for the team to enhance their abilities, manage time, and communicate cross-functionally
• Implemented a 3-year roadmap for ROI advancement of supporting application and hardware changes
• Changed the largest database in IT to virtualize, increase capacity, and decrease costs YOY
• Coordinated and directed nationwide hardware/software networks that provided end user efficiencies
• Ensured best practices for security to limit software vulnerabilities by keeping updated on security patches
• Vendor relationship management with budgeting, maintaining cost-reduction and support

Senior Lead Operations/Engineering Member of Technical Staff

Confidential, TX

Responsibilities:

• Application Support Lead for 3G/4G/5G Technologies due to my knowledge base and extensive training
• Supervised and oversaw the DevOps team during the transition of a management re-organization to make certain the organization appeared to be “business as usual” despite the challenges
• Vendor Advocate Management with NetScout, Viavi, Extreme Networks, Oracle, EXFO, IBM, EMC
• Developed 3-year strategic/infrastructure plan to virtualize all new applications on the network cloud, Corona
• Scripted using Java and Perl Scripts to automatically restart the system when it went down, seamlessly preventing unwanted outages
• Built change controls and MOPs for software and hardware work that became and IT standard
• Implemented and maintained a network process reliability gap through 3rd party metrics

Operations/Engineering Member of Technical Staff

Confidential, TX

Responsibilities:

• Progress-focused application support lead and new product development for 3G/4G technologies
• Recognized by management as having the “gold standard” for operational support of end-users and vendors
• Supervised a project for a 1-year rip and replace of IBM hardware for 3G technology to maintain an elite flow of data and limit security vulnerabilities
• Network Probe Management-operational and engineering support for software/hardware of probe maintenance, issues, capacity planning, inputting IP protocols/routing (IPV4 & IPv6) into the network
• Negotiated and saved $7,600 by conducting a Web-Ex Training with the vendor instead of an on-site trainer
• Project managed with VLSS and transport on Ethernet Backhaul Project that was targeted for 6 months, completed in 4.5 with focused re-alignment of priorities
• Built a team Knowledge Base to cut productivity insufficiencies and provide cost reduction training
• Designated Vendor Relations Lead for contract administration and negotiations to meet the business needs
• Planned, implemented and oversaw the information security in the application systems to lessen vulnerabilities

Network Technician

Confidential, TX

Responsibilities:

• Applied network changes into a mass database, according to FCC regulations and industry standards
• Lead trainer for voice and data customer network troubleshooting issues using Remedy
• Created training modules utilized by the organize to decrease training time, increase production time, and reduce costs
• Merger-Acquisition Expertise with Alltel, Qwest, Western Wireless, and other companies, was granted and award from the CTO for effectively managing the merger acquisitions
• Mentored co-workers career progression that increased inter-departmental promotions and career advancement
• Utilized Windows, UNIX, Java, Linux, Remedy, Microsoft Office, Sane, SS7, and various other software tools
• Lead national liaison for 6 customer service call centers and the wireless network team
• Created a project matrix that resolved 80% of customer issues within 24 hours by prioritizing different customer/enterprise complaints in order of urgency and redundancy
• Escalation point for complex problem-solving customer urgency issues in voice/data

Senior Technical Support Coordinator

Confidential, SC

Responsibilities:

• Troubleshot technical phone, network, and billing issues to ensure first call resolution with customers
• Escalation point to diffuse irate customers by listening, compromising, and utilizing compassion for errors
• Analyzed and communicated national network outages and billing issues immediately for efficiency of customer complaints and troubleshooting
• Coached technical support and customer service representatives that provided excellence in customer retention
• Accurately maintained a first call resolution of 99.8%