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Candidate's Name
EMAIL AVAILABLE PHONE NUMBER AVAILABLEWebsite Pflugerville, TX, Street Address
Desk/IT Management ProfessionalPerformance-driven and certified scrum master with impeccable experience in overseeing planning, implementation, and maintenance of technology infrastructure with keen focus on delivering exceptional organizational solutions. Demonstrated expertise in overseeing cross-functional teams, coordinating IT projects, and scheduling product dispatch orders. Experienced in organizing day-to-day operations, executing new robust operational policies, and resolving complex customer issues. Adept at troubleshooting hardware and software issues, deploying latest technology systems, and maintaining efficient equipment inventory. Proficient in managing user accounts, providing reporting on engineering metrics, and optimizing system performance. Exceptional communication and interpersonal skills, enabling effective collaboration with stakeholders, facilitating informed decision-making, and delivering high-quality customer service.
Areas of Expertise IT Infrastructure Management
Technical Troubleshooting
User Account Management Project Scheduling & Delivery Customer Service Administration
Performance Metrics & Reporting
Risk & Issue Mitigation
Software Development Lifecycle Client Satisfaction & Trust
Team Leadership & Development
Stakeholder & Vendor Management Policy & Procedure Compliance
Technical ProficienciesHardwareHubs, routers, CAT5 cables, patch panels, Avaya & Cisco & Nortel phone systems, PC s & Servers IBM/Dell Desktops, IBM laptops Dell Raid Servers & Dell Tape Back-up, Web Servers, Microcomputers, Zebra PrintersSoftwareAll Windows OS, MS Office (All Versions), Unix/Linux and MACS (OS 8,9, X), NT/Novell, Active Directory, SQL, IIS, SMS, Webex, Live Meeting, Lync, Share Point, HTML, G-suite, MS Project, CareVue, Phamis, Clarity, Visual Studio, AWS, Revenue Recognition, Team Foundation Server, JIRA, Confluence, Xmatters, Tableau, SalesTicketing SystemsSiebel, Peregrine, Peoplesoft, Vantive, CRM, Remedy, ASTEA, SDM, ESCCB, eChange, CSA, ServiceNow, SalesforceProfessional ExperienceIndeed Flex, Austin, Tx 2022 2023Operations SupportFacilitated development and execution of new robust operational policies and guidelines in line with organizational goals to enhance overall performance and growth. Provided valuable insights for informed decision-making and process improvement by preparing, analyzing, and presenting reports on all aspects of Indeed booking and other activities. Coordinated with cross-functional teams to streamline processes and resolve operational issues. Worked multiple ticketing systems. Authored Start-up training manual, leading to comprehensive and effective resource for onboarding new employees. Improved collaboration and client satisfaction by acting as bridge between internal stakeholders/customers and playing crucial part in overseeing routine operations. Spearheaded creation of New Hire questions in Spanish and contributed to screening and hiring process of bilingual candidates, assembling new Spanish team.Cognizant, Austin, Tx 2021Senior System Support (Contractor)Leveraged enhanced content value chains, delivered exceptional experiences, and maximized monetization opportunities to attain predefined organizational goals. Collaborated with team to revamp data infrastructure and develop cutting-edge platforms, vendor management, delivering engaging customer experience. Developed in-depth understanding of industry trends and emerging technologies. Implemented cutting-edge network technology policies and formulated strategic plans for enhancing Facebook's technological capabilities, overseeing development and meticulous documentation.
Identified highly efficient and cost-effective solutions to various challenges and communicated to senior and junior staff members, ensuring optimal problem-solving outcomes.
Enabled intelligent networks, improved time-to-market, and enhanced business capabilities within specific vertical industries by coordinating effectively with software solutions development team.Ledcor Technical Services, Pflugerville, TX 2020Customer Support Representative (Contractor)Ensured smooth execution of operations by developing plans, assigning tasks, and monitoring performance. Operated under limited supervision, demonstrating significant autonomy for use of independent judgment in decision-making. Oversaw inventory management of routers, phones, monitors, PCs, and cabling for accurate tracking and availability of equipment. Delivered exceptional customer service at high level, addressing and resolving escalations and concerns professionally. Improved connectivity and enhanced client satisfaction by streamlining process of dispatching technicians for installation of hubs, routers, VoIP phones, cables, and various wide range of other hardware. Resolved clients' issues and drove trust by providing technical support for Windows 10 software, Outlook software, and numerous other hardware devices, including laptops and cell phones through inbound calls.Sabbatical/Planned Career Gap 2019Relocated from Florida to Pflugerville and improved various skills including, adaptability, time management, complex issue resolution, and effective communication.CSA Service Solutions, Austin, TX 2018Scheduler (Contractor)
Coordinated resource allocation by communicating via email and scheduling product dispatch orders. Collaborated with multiple product teams to ensure order fulfillment by streamlining operations and ensuring within-time delivery of products. Maintained accurate records, logs, and databases related to schedules, ensuring proper documentation of all relevant information. Streamlined and enhanced product order dispatching operations by collaborating with Product Coordinator teams. Developed comprehensive training manual for scheduling and dispatching product orders to improve operational efficiency. Ensured seamless order management and prompt delivery to customers by entering product request orders into CSA ordering systems and completing order process.Frontier Communications Inc., Tampa, FL 2016 2017IT Supervisor of Circuit Order Operations Center (COOC)
Troubleshot technical and non-technical problems throughout project lifecycle, prioritizing early resolution during design and planning phases to minimize impact and ensure smooth project execution. Leveraged robust organizational and analytical skills to lead, plan, and evaluate operations of information systems and electronic data processing (EDP) through efficient functioning and optimal utilization of technology resources.
Optimized system functionality by establishing Operating Procedures, executing Management/Monitoring tools, overseeing performance/capacity and changes as well as conducting Availability Management. Mitigated potential challenges and enabled project delivery by overseeing portfolio of projects with higher levels of complexity and risk based on accumulated experience. Identified and resolved issues to maintain optimal functionality and performance by troubleshooting hardware, software, and network operating systems.Verizon Communications Inc., Tampa, FL 2014 2016IT Supervisor of Network Engineering & Operations
Facilitated smooth transitions and utilization of resources by organizing, relocating, and collecting technology equipment. Utilized Symantec Ghost software to image laptops and desktops for efficient and standardized deployment of operating systems and software configurations. Conducted maintenance on hardware and software inventories to ensure optimal functionality and efficient resource management. Ensured maintenance of user accounts in all systems of record, guaranteeing accurate and up-to-date information management. Facilitated implementation, operation, and administration of computer and telecommunications software, networks, and information systems by participating in hiring process of information systems personnel, contractors, and volunteers. Uncovered and mitigated complex technical problems by diagnosing hardware and software issues on computers and laptops and employing effective troubleshooting techniques. Suggested valuable insights for decision-making by delivering within time and accurate reporting on engineering metrics and individual employee performance.
Streamlined distribution and installation of software across networked systems by installing software using System Management Server (SMS).Additional ExperienceIT Generalist (Contractor), Total Site Solutions, Round Rock, TxDispatcher II, Verizon Communications Inc., Tampa, FloridaIT Supervisor - Network Engineering & Operations, Tampa, FlIT Crisis Manager, Verizon Communications Inc., Tampa, FLIT Supervisor Network Solutions, Verizon Select Services Inc., Austin, TX
IT Supervisor, Circuit Ordering -Frontier Communications, Tampa, FLEducationBachelor of Science in ManagementUniversity of Phoenix, Tampa, Fl.Professional Training
Certified Scrum Master (CSM), Scrum Alliance, Tampa, FLAgile Practices: Planning & Estimation, Verizon/CBTAgile Practices: Fundamentals, Verizon/CBTAgile 101 Training, Verizon/CBTITIL Training, VerizonSoftware Lifecycle Training, Verizon/CBT
Red Hat Linux Training, Verizon
Microsoft Exchange Server 2000 Training, Verizon
LanguageEnglish | Spanish
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