Experience

Creative Information Technology, Inc.

• United States
• IT Services and IT Consulting
• 200 - 300 Employee

• PMO Team Lead

  • Jan 2020 - Present

  Serve as a PMO Operations manager to a team of 7 Scrum MastersProvide guidance, leadership, and coach the team in agile practices and processes.Ensure Consular Affairs Agile Tools are continuously kept up to date and track team velocity and trendsTrack and report status of Agile projects deliverables for Consular Affairs / Consular Systems and Technology (CA/CST)Responsible for PMO operations including resource allocation, reporting, planning, risk management and quality managementFacilitate creativity and empowerment for the PMO team.Facilitate Program Increment (PI) Planning readiness and PI Planning activities.Manage employees and prove project direction as well as career guidance. Show less

• Sr. Scrum Master/Project Lead

  • Oct 2017 - Jan 2020

  Assisted within a SAFe Agile team to complete project scoping, sizing, and pricing estimatesAssisted in managing client relationships and preparing for client meetings. Lead sub-tracks of work (3-8 people) as part of a larger project Managed and control project scope and the change control processSubmitted and archived approved artifacts to the appropriate baseline and notified the appropriate parties of their availability for testing.Processed, tracked, and monitored Change Requests and Configuration Change Requests through completionWorked across multiple technical teams to create, develop and deploy software releases.Organized and facilitated SAFe Ceremonies: sprint planning, daily scrums, retrospectives, stakeholder meetings, and software demonstrations. Show less

• Adhoc Reporting team Coordinator and QA Analyst

  • Nov 2014 - Oct 2017

  Tracked Ad hoc sensitive data requests to conclusion in line with SLAs and quality standards.Collaborated with other Consular Affairs dev teams to validate data and obtain additional resources.Assisted with implementing policies and procedures regarding how problems are identified, received and documented.Closely lead and direct the workload of 4 SQL Server BI Developers. Performed quality analysis of requirements submitted by external government agencies and Dept. of State customers.Performed CA/CST database searches and ensured accuracy and integrity of output data through quality analysis before reports were delivered. Supervised the full spectrum of delivery activities and function as the single point of contact to manage critical client incidents, associated to customer communication, activities and proper escalations.Ran and tested Oracle SQL queries for on demand and scheduled reports to the customer via SAP Business Objects and TOAD. Show less

• Project Coordinator

  • Jul 2014 - Nov 2014

  Developed charge activity reports via Deltek after approving timesheets in order to track and analyze current task progression and hours allotted.Collaborated with the FSO/Facility Security Officer to ensure facilities comply with Diplomatic Security Standards.Managed SharePoint list of scheduled Enterprise Reporting Ad Hoc reports for the Business Intelligence team.Updated and maintain SOP new processes and proceduresFunctioned as the BI Remedy Administrator to ensure all new CA incoming data request are feasible, properly estimated and schedules are realistic for SQL Developers to meet SLAs.Consulted with Business requestors to obtain proper clarification of the data being requested.Ran scheduled metric reports via SAP Crystal reports.Handled IT Asset Management, by requesting database, VPN access and equipment upgrades. Show less



Honeywell

• United States
• Appliances, Electrical, and Electronics Manufacturing
• 700 & Above Employee

• Supply Technician (Equiv. to Army Supply Sergeant)

  • Feb 2012 - Sep 2013

  Primary responsibilities included assisting in the management of 25-30 property accounts valued at $6MM+. Conducted effective formal property regulation duties on a daily and monthly basis; prepared periodic receipts, cyclic inventories, sensitive inventory items, and casualty research using PBUSE, LIW, SLAMIS, and WEBLIDB. Assisted the Master Supply Tech and organizational units with on-site accountability and asset visibility verification. Closely managed the logistical operations of Class IX, V, II, and VII for 22 to 27 branches of the Armed services. Processed, posted, and filed DD forms 3161, 4949, 1348, 581, and 200 according to Army regulations. Show less



Cbeyond - now a Birch Company

• United States
• IT Services and IT Consulting
• 300 - 400 Employee

• Circuit Design Engineer

  • Sep 2010 - Feb 2012

  Successfully managed field installations by collaboratively partnering with installation technicians, ILEC resources, and customer vendors to achieve optimal implementations of CBeyond services on a regular basis. Configured an average of 15 to 25 Cisco routers to establish Analog, PRI, CAS, and SIP voice and data services on a daily basis. Coordinated the dispatch of field service technicians for testing, repairs, and updates to ensure total client satisfaction. Performed proactive monitoring and maintenance on T1 circuits to isolate issues and develop solutions to trouble tickets with the ILEC (AT&T, Verizon, and Qwest). Effectively handled a wide variety of technical functions in support of key IT objectives, including reporting needs, implementing new processes, training newer associates, and other projects as requested by management. Show less



City of Atlanta

• United States
• Government Administration
• 700 & Above Employee

• IT Engineer/Desktop Support Technician

  • Feb 2008 - Sep 2010

  Performed duties as System Administrator and Network Engineer for all of the Department of Aviation business units, totaling approximately 500 users. Provided assistance with continuity of operations planning and support, IT asset management, policy, and strategic developments to the business lines. Supported organizational training activities that included training tools, software installations, and upgrades while performing testing, installations, and training on future builds and software enhancements. Successfully troubleshot issues as a 1st and 2nd level support analyst for desktop and enterprise applications, local network printing, email, connectivity, remote access, and hardware issues. Carefully identified, isolated, and repaired computer equipment that showed wear and tear or operational issues, in addition to performing regularly scheduled preventative maintenance routines to preserve life and functionality. Operated and maintained a variety of analog and digital video cameras and video editing equipment to perform video streaming and webcasting for the Department of Aviation business units. Show less



INAP

• United States
• IT Services and IT Consulting
• 200 - 300 Employee

• Project Management Specialist

  • 2007 - 2008

  Successfully handled IP Specialist duties: served as Domain Administrator, configuring Microsoft Outlook exchange email, LAN/WAN PC support, HP Print Server Administrator, Network Operations Center Support, and PC Imaging. Effectively managed the logistics of customer installations and disconnected work orders for IP, streaming, and disk storage products; also remained the 1st point of contact for all SRS training and issue resolutions for the sales team. Served as a liaison between the finance and credit collections departments regarding weekly and monthly billing reconciliation reports; additionally worked to improve sales KPI’s by identifying problem areas and solutions. Show less



Cbeyond - now a Birch Company

• United States
• IT Services and IT Consulting
• 300 - 400 Employee

• Wireless Support II Analyst

  • 2006 - 2007

  Provided enterprise level customer support for several mobile devices including: Sanyo Katana, Blackberry 8703, 7250, and LG 225; managed orders and trouble ticket requests through the Siebel and Clarify systems. Managed email and web queue workloads for incoming orders and tickets to be serviced. Provided on-the-job training to new mobile group employees to ensure a smooth ramp-up period. Provided enterprise level customer support for several mobile devices including: Sanyo Katana, Blackberry 8703, 7250, and LG 225; managed orders and trouble ticket requests through the Siebel and Clarify systems. Managed email and web queue workloads for incoming orders and tickets to be serviced. Provided on-the-job training to new mobile group employees to ensure a smooth ramp-up period.



Sprint

• United States
• Telecommunications
• 700 & Above Employee

• Tier II Wireless Voice and Data support Analyst Contractor

  • 2005 - 2006

  Performed basic to highly complex mobile software support for the i930, i850, and i860 devices, including their messaging systems that included SMS, SPAM filtering, MMS messaging, and instant messaging. Engaged in detailed troubleshooting techniques to resolve trouble tickets and follow up within Clarify ticketing system. Served as a Tier II point of escalation, in addition to repairing, reconfiguring, and testing mobile handset devices. Performed basic to highly complex mobile software support for the i930, i850, and i860 devices, including their messaging systems that included SMS, SPAM filtering, MMS messaging, and instant messaging. Engaged in detailed troubleshooting techniques to resolve trouble tickets and follow up within Clarify ticketing system. Served as a Tier II point of escalation, in addition to repairing, reconfiguring, and testing mobile handset devices.



Orange Business

• France
• IT Services and IT Consulting
• 700 & Above Employee

• Project Manager-South America

  • 2002 - 2005

  Thrived as a liaison between Account Executives, Account Specialists, Project Managers, Engineers, Network Operations, and clients spanning across 12 countries within South America.Successfully managed customer connectivity orders for Frame Relay, ATM, DSL, Internet direct, and ISDN services while adhering to strict deadlines in a fast-paced environment. Managed circuit design and port allocation needs for Equant’s customer base located in South America. Formulated, engineered, and executed work orders for circuit installs, moves, re-designs, and disconnections.Provided weekly project status reports to the Account Teams and Business Project Managers to ensure up-to-date timelines and a smooth execution. Show less

• Bilingual NOC Specialist-Mexico and the Caribbean

  • 2001 - 2002

  Utilized exceptional troubleshooting skills over a multiplatform environment that included Nortel Passport and DPN backbone switches, Cisco 800-7200 series routers, ATT Paradyne, and Visual Networks CSU/DSU’s. Provided Tier II and Tier III technical support service for the Mexico and Caribbean Operations Call Center. Received extensive training and effectively troubleshot issues with various WAN technologies such as Frame Relay, ISDN, ATM, and X.25. Accurately verified correct DLCI, VPI, and VCI configurations across the company WAN; also provided acceptance testing support for field service technicians installing Cisco routers and CSU/DSU’s at client locations. Show less