SUMMARY

• Proven success leading end - to-end, multi-phase technology projects with emphasis on Quality, Service, Process, Testing, and Document Management improvements and deliverables.
• An excellent trainer and team leader whose efforts have contributed to company-wide gains in productivity, customer satisfaction, cost controls, profits, and software reliability.
• Highly skilled at producing innovative work tools and leveraging metrics to measure team efficiency, budgetary limits, and resource capacity.

CORE COMPETENCIES:

• Quality Audits/Compliance | Process Improvement | Root Cause Analysis | Transition & Test Management | SLAs
• Business Analysis & Continuity | Requirements & Release Management | Change & Risk Management | CRM
• Project Budgets | SDLC | SOX | STL | SLC | QLM | DevOps | Agile | Waterfall | Cloud Technologies | Data Storage

PROFESSIONAL EXPERIENCE

Confidential, Plano, TX

Project Manager

Responsibilities:

• Quality & Project Management | ISO Standards/Audit & Compliance Oversight | Practice Assessment/Best Practices
• SharePoint Site Collector, Administrator, Content Manager | Document Management Process & Quality Owner
• ISPAL Knowledge Coordinator | Security Exception & Ever Vigilant Process Owner | Process Design/Management
• Identified major gaps in all phases of project management compliance:
• Created corrective action plans and added new quality management controls.
• Applied additional requirements and SOP reviews, resulting in scope creep decline.
• Implemented a Best Practice yearly checks/checklist for each account; added service to checklist.
• Updated service catalog and created new standard service offerings.
• Decreased missed SLAs and OLAs by 25%.
• Managed post-merger efforts to identify redundant and out-of-date documents; partnered with Service Transformation and SharePoint Support teams to migrate sites/subsites and upgrade from SharePoint Server 2010 to SharePoint Server 2016:
• Worked with SMEs and technical writer to convert all documents to new Confidential document templates.
• Established and maintained the new SharePoint Server 2016 collection hosted by Confidential .
• Cleaned-up data and reduced storage space by 40 gigabytes.
• Created 82 sites, 250 libraries, >300 lists, calendars and links, and migrated >100 gigabytes of data.
• Increase site efficiency by 30% and rebranded >100 ISO mandatory SOP, policy, procedure, process and reference documents.
• Led project to identify root causes of Information Security Services monthly billing inaccuracies:
• Conducted internal billing audit for all accounts and billing files (Account Administration, Security Operations, and Network Security).
• Discovered and corrected inconsistent billing rates and service recovery efforts from region to region, increasing revenue by $50,000 per month.
• Updated true-up process for all areas to identify all VPNs and Firewalls for mandatory monthly validation.

Confidential, Plano, TX

Project Manager

Responsibilities:

• Managed all data storage delivery and information security projects; reviewed and updated processes:
• Led a new VMAX installation in the Santa Ana Data Center and decommissioned DMX-4 EMC Celerra in Poway.
• Managed the EMC Prosphere implementation, SRDF upgrades for new EMC VMAXs in Westlake Data Center, the EMC VNX5300 Poway move to San Diego, the FLARE code upgrade for all CX Arrays, and EMC VMAX2797 Enginuity code upgrade.
• Created SLA evaluations and RCA documentation to identify and eliminate process bottlenecks; streamlined process with new change templates and improved storage delivery process.
• Worked with CoreLogic to update back retention policies.
• Orchestrated the OPASv3 implementation; moved ITSM from ServiceNow to BMC Remedy OPASv3:
• Helped create workbooks and process flows for the CoreLogic database storage team; provided feedback on performance and usability.
• Served as support administrator the Storage Group; provided access, on-call schedules, and templates; managed and reported on Request, Incidents, and Change Requests.
• Conducted training for CoreLogic and Dell end-users.
• Managed multiple projects and tasks to stabilize existing accounts and onboard new accounts using APTARE
• Networked with prospective accounts to provide product details, demos, and cost-saving opportunities.
• Led successful implementations and onboarding of APTARE 9.1 including the Med Star Health, Owners & Minor, and Perot Museum accounts.
• Created training material to manage report customization/testing and product/billing issues:
• Conducted APTARE 9.1 portal training for all end-users, EMEA end-user training for Dell Consulting Services group, and Report Writer training for the Dell database teams.
• Transitioned Report Writer activities from APTARE residents to Dell resources; delivered custom reports to CoreLogic, Med Star Health, BCBSRI, Moody’s, and Russell Investments.

Confidential, Irving, TX

Global Process Development /QA Manager SAP

Responsibilities:

• Selected by global senior management in Finland to research, design, develop, and manage projects to improve utilization and integration of SAP, EDI (AT&T, T-Mobile, and Tracfone), and web-based internal applications
• Became the first Global Manager in U.S. IT Operations.
• Set new company test and quality process standards; increased process efficiency 20%, improved resource utilization, minimized rework, controlled costs, and decreased user training time.
• Achieved project scores reaching 110% of client expectations.
• Integrated Sarbanes-Oxley standards into SAP processes.
• Designed and conducted virtual/classroom training for client facilities in Brazil and corporate facilities in Finland.

Confidential, Irving, TX

QA Manager/Test Manager

Responsibilities:

• Managed projects designing complex QA standards/documentation, and implemented projects in the US and South America region:
• Monitored and tracked daily efforts of multiple onsite/remote project teams through all phases of SDLC.
• Planned and managed the implementation of a major, long-overdue upgrade of SAP at locations in the Americas; designed and managed testing activities (>1,100 scripts tested).
• Researched and compiled elements of SOX standards for review, analysis, and integration into SAP processes.
• Managed components of the IBM Tririga implementation project cycle to completion; trained staff in efficient use of various elements of the project lifecycle utilized by other areas of the company. Led other SAP, web- based, CRM, and network projects.
• Developed unique and effective testing processes in US Region, adopted company-wide within 12 months.

Confidential, Irving, TX

Software Engineer III

Responsibilities:

• Managed multiple projects, implementing a variety of software upgrades that improved customer service applications:
• Served as Lead Analyst on major projects to implement Java 2.0 technology for E-commerce, Y2K, CRM, service systems, and ION broadband web-based applications.
• Managed the project test team during environment setup, shakeout, data planning, scripting, and project test plan development and implementation.
• Wrote, revised, tested, and verified software quality standards and test procedures using Java, HTML, Java Servlets, Enterprise Java Beans (EJBs), Web logic bean containers, COBRA, and ORB data interchange technology.
• Scheduled, monitored, and continually revised project staffing in alignment with company guidelines for cost control and profitability.
• Earned seven corporate performance awards; recognized by management for producing strategic critical business application that significantly improved quality of customer service, increased profits, retention, and reduced labor costs.
• Promoted to Software Engineer after one year:
• Supervised and managed a team of eight CSRs/Software Testers who tested pre-production CRM Beta software.
• Trained and coached Testers in analysis, reporting, and testing processes; attended daily status calls and provided detailed weekly status reports.
• Provided personalized service to customers nationwide; resolved escalated calls regarding service, billing, and quality to improve retention and satisfaction.