Experience

Gateway Community College

• Phoenix, Arizona Area

• Planning Research Analyst

  • May 2017 - Present



RPR Wyatt

• Phoenix, Arizona Area

• Project Coordinator

  • Dec 2010 - Feb 2017

  Project Coordinator / Scrum Master: • Plan and run daily SCRUM (agile software development model) meetings to review team’s workload and development tasks. Conduct meeting follow up to ensure all tasks are carried out. • Triage, prioritize, assign, and track tickets and other development activities, including various levels of testing (development, Quality, and User Acceptance testing) • Track ticket progress, testing, and completion via online Project Management software (JIRA) and Excel worksheets. • Coordinate with Help Desk and Sales teams to ensure client issues and bugs are addressed. • Prepare a variety of internal and external correspondence and documentation, including software release announcements, release notes, internal procedures, and external/internal customer correspondence. Technical Sales & Marketing Assistant: • Establish relationships with potential customers and create opportunities to discuss administration software and services with technical leaders. • Manage customer communications through telephone and e-mail, ensuring customer needs and potential issues are promptly addressed. • Plan and execute marketing campaigns using Email Marketing software. • Upload, manage, and clean up records in Customer Relationship Management tool (Salesforce). • Manage IBM PartnerWorld profile and product database (Global Solutions Directory). • Document internal procedures to aid new employee training. Show less



IBM

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

• AIX DCE/DFS Support | IT Specialist

  • Jan 2000 - Apr 2009

  • Primary liaison with Distributed File Service (DFS) customers throughout the U.S., Asia, and Germany. Fielded problem and request communications and tickets (via telephone, request database, on-line chat, and e-mail), driving to satisfactory resolution within strict time frame.• Managed, updated, and extensively documented 9 multi-function AIX machines, ensuring compliance with corporate security requirements. Random audit review resulted in a “satisfactory” assessment.• Assumed Senior Administrator responsibilities while transitioning from Global Services to the Storage Development and Manufacturing business unit. Maintained a high level of system availability and customer satisfaction during the transition to new reporting and management tools.• Established requirements and parameters to migrate DCE/DFS and AIX administration tools to a new corporate-wide space management solution (LUCI).• Troubleshot and resolved hardware and software performance issues, interfacing with affected customers to reduce impact on their day-to-day activities.• Managed multiple (up to 33) AIX servers in a remote distributed computing environment,, consistently maintaining the most current software / hardware updates and security patches• Configured servers to provide multiple functions, including DCE/DFS core and file servers, SAMBA servers, and a DB2 database server. Show less

• Customer Support | System Test | Pre-professional Co-op

  • Jun 1996 - Dec 1999

  • Wrote training documents describing the process to manage and grant customer resources, as well as instructions to use the DFS Administration Tool (patented by team leader). • Resolved customer questions and problems, with special sensitivity to cultural diversity in a global environment.• Managed the DFS customer request queue, creating and assigning DFS resources within a 24-hour window. Routinely exceeded required turnaround time by 12-16 hours.• Analyzed and researched problems encountered during regression testing of various data storage and management products in a MVS environment.• Modified Job Control Language (JCL) testcases to run on Virtual Machines (VM).• Trained co-op employees (interns) in product testing procedures and testcase modification. Show less