SUMMARY

• An enthusiastic and results and client - oriented individual versed in business requirements analysis, process improvement and process reengineering.
• My experience includes design, development and implementation of support systems, services, interfaces, and process improvements for clients moving from current to future state support models allowing me to work efficiently in both a business and technical environment while assisting clients adapt to change.
• Skills include identification of contractual and process gaps, reduction of process inefficiencies and implementation of best practices across teh client’s enterprise.

Core Competencies

• Analyzing Current Business Process state
• Organizing client governance meetings
• Evaluation and identification of Client requirements
• Leading project managers with their specific tasks
• Leading Customer facing requirements meetings
• Identification of Contractual current state Gaps
• Creating mitigation strategies for contractual gaps
• Management of Project Schedule
• Communication of project status to stakeholders
• Core Skills
• PMI PMP Certified
• Fluent in Spanish - Both written and verbal
• SSGI Agile Leader Certified
• Expert in Microsoft Products including Visio and Project
• SSGI Agile Scrum Master (In Progress)

PROFESSIONAL EXPERIENCE

Confidential, Austin, TX

Project Manager

Responsibilities:

• Transitioned from Confidential Services upon sale of division to Confidential .
• Successfully managed and migrated client deskside services from internal support to NTT Enterprise Managed Services support for North America, Confidential, Canada and EMEA locations
• Conducted gap analysis and mitigation for compliance with services contract.
• Conducted change impact assessment and generated necessary contract change orders.
• Research and documented current operational processes (Current Mode of Operations)
• Developed future state processes and led teh implementation of teh future state.
• Coordinated incumbent and external technicia hiring with Human Resources.
• Created and tested ITSM tool (Service Now) modifications with internal Service Management team
• Led go/no go decision making with client for cutover approval.
• Successfully performed go-live and post go-live support.
• Documented lessons learned and on-going operations turnover activities and closed project.

Confidential, Austin, TX

Project Manager

Responsibilities:

• Successfully transitioned deskside services from incumbent providers to teh Confidential Profession Field Services (PFS) service model for all worldwide locations
• Conducted gap analysis and mitigation for compliance with services contract.
• Conducted change impact assessment and generated necessary contract change orders.
• Researched and documented current operational processes (Current Mode of Operations)
• Developed future state processes and led teh implementation of teh future state.
• Coordinated incumbent and external technicia hiring with Human Resources.
• Created and tested ITSM tool (Service Now) modifications with internal Service Management team
• Led go/no go decision making with client for cutover approval.
• Successfully performed go-live and post go-live support.
• Documented lessons learned and on-going operations turnover activities and project closure.

Confidential

Project Manager

Responsibilities:

• Managed a team of Project Managers for asset refresh deployment activities across 4 regions North America (NA), Latin America (LATAM), Europe, Middle East, and Africa (EMEA), Asia, Pacific and Japan (APJ) that spanned 30 countries.
• Responsible for teh definition of refresh locations and scheduling end users at those locations
• Managed vendor logistics for delivery of assets to locations on a timely basis
• Tracked all activity utilizing Excel spreadsheets that I developed to report project status activities to Client executives by region.
• Communicated Daily with Client executives for teh various regions that they managed.
• Developed contingency plans for dealing with end users that were no shows or out of office for teh delivery of their new asset.
• Coordinated with Disposal partners in teh region for pickup and data wiping of recovered assets at locations processed.
• Developed communication work stream with Asset management team to provide deployed and disposed asset tracking information.
• Successfully refreshed teh entire workforce within teh project timelines and minimal work schedule disruptions.

Confidential, Austin, TX

Owner and TEMPPrincipal Consultant

Responsibilities:

• Successfully transitioned deskside services from incumbent provider to Confidential PFS service model at three clients and on over 18,000 desktops at PGR
• Successfully executed an asset management site inventory for all Experian sites globally.
• Improved transition activities (process improvement) by developing and excel based tracking spreadsheet to support all onboarding activities associated with newly hired technical staff.
• Designed and implemented parts replenishment solution and logistic activities.
• Assisted and provided oversight to United Parcel Services (UPS) with implementation.
• Successfully transitioned customer site operations support services; included process definition, integration points.
• Provided direction to team members to achieve implementation of newly defined processes.
• Met accelerated timeline and successfully completed process in 90-day rapid deployment schedule.
• Developed software application to reduce help desk “time on task” for supported software applications by providing instant support information to Confidential Help Desk. Result was reduced service level agreement penalties and improved end user experience.
• Developed software application to automate and streamline production of manually produced rolling six quarter sales forecasts, resulting in increased productivity for client by reducing resources and time required to produce sales forecast presentation from four days to one day.
• Provided project management and technical consulting services for implementation and rollout of enterprise sales forecasting tool.

Confidential, Austin, TX

Project Manager

Responsibilities:

• Integral contributor to successful launch of teh Williams Voice Network
• Managed, wrote, and executed SQL scripts for data manipulation, validation or corrections for teh production system.
• Managed and coordinated multiple consulting firms towards teh successful deployment of teh voice order entry system (Network Strategies) and switch provisioning interface.
• Participated in strategic meetings for future system developments and OSS application reviews.
• Additional role as Account Manager, developed new business opportunities, collected on past due invoices and negotiated a successful agreement between AIS and CDI managed services contract