Experience

Falconwood, Incorporated
• United States
• Defense and Space Manufacturing
• 100 - 200 Employee
• Technical Program Analyst

  • May 2022 - Present

Peraton
• United States
• IT Services and IT Consulting
• 700 & Above Employee
• Business Analyst

  • May 2021 - May 2022


Perspecta

• Mexico
• Insurance
• 1 - 100 Employee

• Service Level Management Senior Analyst

  • Aug 2018 - May 2021

  Greater San Diego Area

• Business Analyst Specialist

  • Jun 2018 - Aug 2018

  Greater San Diego Area



DXC Technology

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Business Analyst Specialist

  • Apr 2017 - May 2018

  United States



HP Enterprise Services

• Business Analyst Specialist

  • Jan 2010 - Apr 2017

  ● Implementation of ITIL V3 framework for Field Services ● Project leader on the design and development of the Process. ● Provides technical supervision to project team members by communicating with the client. ● Responsible for testing new process and make sure the completion of project before delivering ● Responsible for designing flow of project management and the task management ● Oversees, coordinated, and controlled project communication, requests, issues, problems… Show more ● Implementation of ITIL V3 framework for Field Services ● Project leader on the design and development of the Process. ● Provides technical supervision to project team members by communicating with the client. ● Responsible for testing new process and make sure the completion of project before delivering ● Responsible for designing flow of project management and the task management ● Oversees, coordinated, and controlled project communication, requests, issues, problems and documentation with internal staff in an effective, efficient manner through all phases of a project implementation.

• Program Analyst - Life Cycle Sustainment & Management

  • Aug 2008 - Jan 2010

  ● Responsible for continuously reviewing IAT tool and followed up on issues that are beyond the Service Desk or Site Level resolution without the aid of additional Enterprise leveraged resources to resolve these identified issues. ● Coordinated and assigned the additional resources required for quick resolution (7-10 days). ● Attended high level customer (CSMs, PRAT, EDS AMs/AOMs, EII CTRs, PMW- 200, etc..) meetings to assist in resolving issues



Electronic Data Systems

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Lead, Electronic Software Distribution

  • Sep 2006 - Aug 2008

  Greater San Diego Area ● Integrally involved in the development of problem resolution and customer satisfaction skills in team members while promoting teamwork, high commitment, and maximum productivity ● Process facilitator, coach and resource for various member teams (up to 25+ team members) ● Provided group and one-on-one call coaching and training as per stringent corporate standards ● Assessed members on an individualized basis to provide effective and regular performance feedback to… Show more ● Integrally involved in the development of problem resolution and customer satisfaction skills in team members while promoting teamwork, high commitment, and maximum productivity ● Process facilitator, coach and resource for various member teams (up to 25+ team members) ● Provided group and one-on-one call coaching and training as per stringent corporate standards ● Assessed members on an individualized basis to provide effective and regular performance feedback to improve their skills in the areas of call volume handling and average handling time ● Provided input and direction on the development and

• Novadigm Administrator - Electronic Software Distribution

  • Apr 2006 - Sep 2006

  ● Network installation of software for enterprise wide break/fix issues and new software requests for 300,000 plus workstations across multiple domains on the United States Navy and United States Marine Corps classified and unclassified networks ● Troubleshot Radia Client issues ● Troubleshot Network and DNS issues over multiple domains within the enterprise in order to complete software installations ● In charge of Enterprise Wide Application deployments ● Created and… Show more ● Network installation of software for enterprise wide break/fix issues and new software requests for 300,000 plus workstations across multiple domains on the United States Navy and United States Marine Corps classified and unclassified networks ● Troubleshot Radia Client issues ● Troubleshot Network and DNS issues over multiple domains within the enterprise in order to complete software installations ● In charge of Enterprise Wide Application deployments ● Created and nested Software OU’s in Active Directory and managed existing groups when needed to deploy software ● Troubleshot conflicts between different software versions and between different packages on Windows 2000 and Windows XP machines ● Escalation point for Helpdesk and Desktop Support Technicians

• Queue Manager, Service Request Management Team

  • Oct 2004 - Apr 2006

  San Diego, CA ● Provided technical and procedural advice to Help Desk analysts ● Reviewed and assisted in developing new process flows as needed ● Monitored and maintained team’s ticket queue to ensure timely manner, per policy ● Ensured escalation, transfer and disaster recovery procedures are adhered to by the team ● Reviewed daily reports to ensure adherence to team responsibilities ● Reviewed Help Desk Analyst tickets and provided feedback and mentoring ● Assisted Supervisor in… Show more ● Provided technical and procedural advice to Help Desk analysts ● Reviewed and assisted in developing new process flows as needed ● Monitored and maintained team’s ticket queue to ensure timely manner, per policy ● Ensured escalation, transfer and disaster recovery procedures are adhered to by the team ● Reviewed daily reports to ensure adherence to team responsibilities ● Reviewed Help Desk Analyst tickets and provided feedback and mentoring ● Assisted Supervisor in setting goals and objectives for Help Desk Analysts

• Help Desk Analyst, Service Request Management Team

  • Dec 2003 - Oct 2004

  Greater San Diego Area ● Converted Email requests to create request tickets in Remedy for all inquiries and issues ● Performed troubleshooting and problem resolution ● Documented and communicated steps taken in the troubleshooting process ● Provided first-level and second-level application software and network support ● Provided status to pending trouble tickets in a timely manner, per policy ● Escalated a request to the next level when necessary



Q20/20

• Senior IT Support

  • Feb 2002 - Dec 2003

  ● Answered, evaluated, and prioritized incoming telephone, voice mail, email, and in-person requests for assistance from users experiencing problems with hardware, software, networking, customer service, and other computer-related technologies and proprietary PC based CCTV (Closed Circuit Television) equipment. ● Maintained current CCTV lab equipment and test new equipment as it becomes available. ● Interviewed customers to collect information about problems and leads… Show more ● Answered, evaluated, and prioritized incoming telephone, voice mail, email, and in-person requests for assistance from users experiencing problems with hardware, software, networking, customer service, and other computer-related technologies and proprietary PC based CCTV (Closed Circuit Television) equipment. ● Maintained current CCTV lab equipment and test new equipment as it becomes available. ● Interviewed customers to collect information about problems and leads user through diagnostic procedures to determine source of error. ● Determined whether problem is caused by hardware (motherboard, hard disk drive, controller, modem, printer, cables, or topology), software (product, interface, or communication application), or operating system (MS-DOS, MS-Windows95, MS-Windows98, MS-WindowsNT, OS2, and Mainframe). ● Handled problem recognition, isolation, resolution and follow-up for routine customer problems, escalating more complex problems to advanced team members or department management. ● Wrote technical bulletins, FAQ’s, and new product evaluations. ● Performed upgrades on PC based systems. ● Supported training/ demos on equipment. Show less


Challenge Center
• France
• Spectator Sports
• Kinesiotherapist

  • 1994 - 2000