Summary
Resourceful, result driven, customer oriented, dependable project leader with the ability to combine business vision, communication skills, soft management skills and technical savvy to drive planning, coordinating and executing projects from intake to implementation by identifying business requirements, performing analysis to determine scope, ascertain available resources, assemble project teams, uncover risk, forecasting and budget, and manage milestones to achieve a career goal as an executive Program Manager

Summary of qualifications

• Project Management
• Business Analyst
• Data Analysis
• Salesforce.com
• Pervasive Data Integrator
• IT Desktop Support
• Quality Assurance testing
• Database Management
• Consulting
• Team leadership
• People Management
• Executive-level presentations
• Issue resolution
• Public speaking
• Microsoft Office Suite

Professional Experience

07/2010-PRESENT Confidential Conroe, TX
Program Manager

• Manage a company wide program to decommission and replace the bank teller software with a $66 million budget
• Drive 100% compliance for the mandated Triple Data Encryption Standard (TDES) association change
• Ensure 100% compliance for 1099-K merchant reporting
• Manage all Visa and MasterCard regulatory change projects
• Work closely with product management to implement new products across multiple lines of business
• Implement interaction models between departments to establish strategic workflows
• Develop and implement a departmental Project Management Office
• Establish an intake process for new tasks or projects to streamline the Project Management Office
• Assess level of effort and impact to all tasks within each project and/or program
• Manage multiple third party vendors

09/2008-12/2009 Confidential Houston, TX
Senior Business Analyst

• Utilized agile methodologies to simultaneously manage large projects resulting in an approximate $1,000,000 return on investment
• Produced an 85% increase in system performance by effectively managing an internal decommissioning project
• Increased revenue approximately $125,000 by managing client specific reporting projects
• Managed new report projects resulting in a 35% increase in customer satisfaction

12/2006-07/2008 Confidential Austin, TX
Engineering Consultant

• Managed, developed and implemented solutions specific to customer needs using ETL software from requirement phase through implementation and ensured all projects completed on time and within budget
• Successfully managed a two month project to provide data migration from an IBM DB2 database to Salesforce.com resulting in $30,000 in revenue
• Received $43,000 in revenue for managing a three month data migration project from Microsoft Access to Salesforce.com
• Managed an extremely complex three month project involving bi-directional data migration from JD Edwards to a custom application yielding $65,000 in revenue
• Managed an internal Microsoft Office 2007 upgrade of 150 users resulting in an increased knowledge base
• Trained clients on all Pervasive software

IT Desktop Support

• Responded to reported hardware and software problems increasing response by 85%
• Updated the company website using SharePoint 2007 increasing website response by 44%
• Proactively applied images to new hire systems resulting in a 38% decrease in down time
• Created an Access database to manage inventory and resources resulting in a 45% decrease in liquidation

11/2004-03/2005 Confidential Austin, TX
Retail Testing Analyst

• Analyzed system performance and recommended business enhancements
• Created, tracked and tested System Investigation Requests (SIR)
• Performed Quality Assurance testing on all software
• Performed regression and User Acceptance testing for the retail market
• Worked closely with Account Management teams on various implementation projects
• Handled the flow of transactions to support testing efforts
• Operated WinRunner, Siebel and TOAD software
• Tracked status of projects through MS Project

11/2002-11/2004 Confidential Round Rock, TX
Service Account Analyst

• Managed Dell’s Enterprise and Client business with 100% on time response success
• Managed special projects, installation and server & storage business
• Analyzed data to target areas of improvement and potential sales opportunities
• Analyzed data to minimize escalations and increase service level performance
• Analyzed escalations to determine root cause and ensure proper resolution and prevention of reoccurrence
• Worked with accounts receivable to ensure accurate billing and resolve issues/discrepancies
• Created presentations using PowerPoint and graphical formats for high level executives during Quarterly Business Reviews
• Assisted sales team on new business bids

9/2001-11/2002 Confidential Austin, TX
Texas Legislative Council ADP Operator II

• Performed server support, maintenance and daily server operations
• Managed and maintained a Local Area Network ensuring 100% accuracy
• Performed daily and monthly functions on mainframe and weekend IPL process
• Quality & Assurance testing to ensure websites were aligned with business requirements
• Used SQL to run monthly and weekly queries for reporting purposes in Microsoft Access
• Installed, maintained and repaired computer hardware, software and peripherals

9/1999-9/2001 Confidential. Round Rock, TX
Program Advisor

• Served as liaison between customers and sales team
• Resolved escalated issues ensuring the overall Customer Experience according to Dells’ corporate initiative
• Managed training presentations for new hire sales and technical support members
• Developed and implemented warranty solutions catering to the unique needs of platinum level customers
• Reviewed, approved, established and maintained all service provider applications for the central region of the United States

6/1994–9/1999 Confidential Austin, TX
Member Services Supervisor

• Successfully developed, implemented and monitored monthly office goals ensuring alignment with corporate goals
• Interviewed and hired employees reducing turnover by 30%
• Conducted performance appraisals, initiated salary increases, promotions and terminations while maintaining budget
• Managed new software and hardware installation projects resulting in a 25% decrease in downtime
• Developed and implemented a process to increase hotel, car and auto travel packages resulting in a
• 30% increase of revenue

Education
BBA, Computer Information Systems & Quantitative Methods
Confidential University 
IT Project Management
Fulfilled educational requirements for the PMP Certification exam