Experience

Mergent Systems, Inc.

• United States
• Information Technology & Services
• 1 - 100 Employee

• Senior Manager, AV Project Management

  • Aug 2022 - Present

  Houston, Texas, United States



inGenius Solutions

• Mongolia
• Software Development
• 1 - 100 Employee

• AV Project Manager

  • Mar 2022 - Jul 2022

  Houston, Texas, United States



Vivo Technologies

• United States
• Information Technology & Services
• 1 - 100 Employee

• AV Project Manager

  • Oct 2019 - Feb 2022

  Houston Responsible for all aspects of assigned projects – from notice to start, until the project has been completed. Complete conference room installs safely, to specifications, within budget, on time, and to the satisfaction of the customer. Responsible for recruiting, training, and paying contractors. Ensure that all internal teams have completed their tasks accurately and on time. Provide continuous communication between customers and the internal team, including support. Assisted in creating… Show more Responsible for all aspects of assigned projects – from notice to start, until the project has been completed. Complete conference room installs safely, to specifications, within budget, on time, and to the satisfaction of the customer. Responsible for recruiting, training, and paying contractors. Ensure that all internal teams have completed their tasks accurately and on time. Provide continuous communication between customers and the internal team, including support. Assisted in creating processes, workflows, manuals, templates, and knowledge articles for all teams. Responsible for creating legal documents for each project to be signed by the client. Show less



Cornerstone Home Lending, Inc.

• United States
• Financial Services
• 1 - 100 Employee

• Knowledge Base Administrator / Process Improvement Coordinator

  • Oct 2018 - Oct 2019

  Houston, Texas Area Key Responsibilities: Knowledge Base Administrator · Ensure that the knowledge base is kept up-to-date and optimized with the most effective and relevant information. · Communicate and share knowledge with internal and external contacts at all levels. Process Improvement Coordinator · Identifying, planning and implementing key projects to improve quality, reduce cost, increase productivity and improve cycle time, resulting in significant business improvement and customer… Show more Key Responsibilities: Knowledge Base Administrator · Ensure that the knowledge base is kept up-to-date and optimized with the most effective and relevant information. · Communicate and share knowledge with internal and external contacts at all levels. Process Improvement Coordinator · Identifying, planning and implementing key projects to improve quality, reduce cost, increase productivity and improve cycle time, resulting in significant business improvement and customer satisfaction. Service Desk Team Leader · Managing the operation of the Service Desk. · Ensuring customer requirements are met in terms of communication, prioritizing, escalating and resolving incidents and requests. JIRA/Confluence Administrator · Analyze, review, and document current functionality to determine potential areas of improvement. · Manage user permissions for tools according to the needs of projects and teams. · Test new versions of the tools and plug-ins to ensure compatibility. · Research and utilize industry standard methods and techniques. · Improve JIRA security. Set access permissions for JIRA projects and Confluence spaces. · Work with JIRA filters, reporting, dashboards, workflows, fields, and JIRA administration. Special Projects Technician · Under direction, to be responsible for the planning, development, and implementation of the department's program specific special projects.

• Service Desk Team Lead

  • Nov 2017 - Oct 2019

  Houston, Texas Area Service Desk Team Lead



Emerus

• Bosnia and Herzegovina
• Fabricated Metal Products
• 1 - 100 Employee

• Desktop Administrator

  • Dec 2016 - Nov 2017

  The Woodlands



Woodforest National Bank

• United States
• Banking
• 700 & Above Employee

• Technology Support Assistant Manager

  • Jan 2015 - Jun 2016

  The Woodlands The Technology Support Assistant Manager is responsible for assisting with the daily management of the technology support department including supervising the work activities of the Helpdesk Technicians. Key Responsibilities: · Directs and monitors the work activities of technicians and performs support duties as needed to ensure that daily objectives are met. · Provides senior level support on complex issues to increase amount of internal resolutions. ·… Show more The Technology Support Assistant Manager is responsible for assisting with the daily management of the technology support department including supervising the work activities of the Helpdesk Technicians. Key Responsibilities: · Directs and monitors the work activities of technicians and performs support duties as needed to ensure that daily objectives are met. · Provides senior level support on complex issues to increase amount of internal resolutions. · Assists with schedule planning and staffing requirements to ensure adequate support coverage. · Audits performed user maintenance and reviews open tickets. · Develops and implements process improvement and training solutions to increase efficiency and performance. · Performs other job related duties or special projects as assigned. · This position requires “on-call” availability on a rotational basis Competencies Required · Strong technical and troubleshooting skills with broad knowledge of Microsoft Office, Windows operating systems, networking, coding and command prompts, Active Directory, VPN, Cisco systems, and financial services software. · Strong attention to detail, analytical skills, and concern for data accuracy. · Proven ability to prioritize and manage workload in a high-pressure environment and to instill a sense of urgency in others as necessary to meet deadlines · Exceptional verbal communication and technical writing skills with an ability to effectively interact with and convey information to people who possess varying levels of understanding on applicable topics. · Excellent customer service, collaboration and problem solving skills with the ability to identify and develop solutions for business needs. · Flexibility to provide after hours and weekend support as needed. · Demonstrated ability to effectively give critical feedback and coach employee performance. Show less



Cardon Outreach

• United States
• Hospitals and Health Care
• 100 - 200 Employee

• Technology Support Technician

  • Nov 2011 - Jan 2015

  The Woodlands IT Helpdesk Cardon Outreach is a growing healthcare company that supports a culture of team work and collaboration to assist uninsured and underinsured patients. We are currently recruiting for an IT Helpdesk position to work in our Spokane, WA regional office. Position Description: -Provide first line response for users requiring assistance with information technology issues and problems as well as new setup/installation and changes to software and… Show more IT Helpdesk Cardon Outreach is a growing healthcare company that supports a culture of team work and collaboration to assist uninsured and underinsured patients. We are currently recruiting for an IT Helpdesk position to work in our Spokane, WA regional office. Position Description: -Provide first line response for users requiring assistance with information technology issues and problems as well as new setup/installation and changes to software and hardware. -Respond to requests for technical assistance by phone, email, or in person while using a help desk management ticket system. -Escalate more involved problems to the appropriate support avenue. -Help users physically relocate PC/Phone equipment when needed. -Provides basic help desk support for problems and service requests related to hardware, software, network connectivity and application support. -Negotiate outages and downed equipment remotely. -Initiates, escalates or resolves problem tickets and/ or service requests. -Troubleshoots and resolves technical problems, escalates to support resources. Facilitates closure to problem ticket/ service requests while meeting or exceeding defined service level expectations. -Ensures customer satisfaction by responding to Service Requests through approved channels to the Help Desk in a timely, accurate, and professional manner. -Acquires and maintains current knowledge of relevant product/service offerings and support policies to provide technically accurate solutions to customers. -Helpdesk is a 24 x 7 x 365 operation so although not a regular occurrence weekends, evening and night shifts, and on call rotation may be required as well as occasional travel. Show less

• Technology Support Technician

  • Jun 2009 - Nov 2011

  The Woodlands Key Responsibilities: Answer, evaluate, and prioritize incoming telephone, voicemail, email, and in person request for assistance from users experiencing technical problems. Troubleshoot all technology issues, including software, hardware, and networking. Log and track all calls from users experiencing technology problems. Provide continuous status information to ensure customer satisfaction. Escalate appropriate tickets to technology departments to ensure a quick… Show more Key Responsibilities: Answer, evaluate, and prioritize incoming telephone, voicemail, email, and in person request for assistance from users experiencing technical problems. Troubleshoot all technology issues, including software, hardware, and networking. Log and track all calls from users experiencing technology problems. Provide continuous status information to ensure customer satisfaction. Escalate appropriate tickets to technology departments to ensure a quick resolution. Creates detailed documents explaining system issues for department knowledge base. Trains end users on resolution of common issues to reduce call volume. Performs other job related duties or special projects as assigned. Competencies Required Technical aptitude with broad knowledge of Microsoft Office, Windows operating systems, basic networking, coding and command prompts, Active Directory, VPN, Cisco systems, and the ability to learn user management functionality for financial services software. Strong attention to detail, analytical skills, and concern for data accuracy. Proven ability to prioritize workload and multitask in a high-pressure environment. Exceptional verbal communication and technical writing skills with an ability to effectively interact with and convey information to people who possess varying levels of understanding on applicable topics. Excellent customer service and problem solving skills with the ability to work independently while supporting a team environment. Flexibility to work non-traditional shifts such as evenings and weekends as needed.

• Teller/Personal Banker/Marketing Lead

  • Apr 2005 - Jun 2009

  Conroe Key Responsibilities: Processes a variety of customer transactions accurately and efficiently in adherence to bank policies and regulations such as cashing checks, processing deposits and withdrawals, loan payments, cash advances, transfers, and issuing monetary instruments. Performs opening, closing, and other branch servicing duties such as cash and vault balancing; ordering cash, cards, checks and other supplies; completing logs, reports, audits and control checks; maintaining and… Show more Key Responsibilities: Processes a variety of customer transactions accurately and efficiently in adherence to bank policies and regulations such as cashing checks, processing deposits and withdrawals, loan payments, cash advances, transfers, and issuing monetary instruments. Performs opening, closing, and other branch servicing duties such as cash and vault balancing; ordering cash, cards, checks and other supplies; completing logs, reports, audits and control checks; maintaining and servicing automated teller machines; and cleaning work areas. Opens and performs account maintenance on certificate of deposit, consumer and business accounts; assists with courtesy and collection calls as needed; seeks assistance from more knowledgeable branch staff when necessary. Addresses customer questions and concerns by phone and in person; files disputes or refers to appropriate internal resources for resolution as appropriate. Proactively seeks ways to develop and expand customer relationships through marketing displays, call programs, and other prospecting techniques. Achieves personal sales and referral goals by identifying, marketing, and cross-selling banking products and services beneficial to customer needs. Enhances customer satisfaction and the professional reputation of the Bank by warmly greeting, engaging, and developing good professional relationships with customers and host retail partners. Practices branch security procedures and protects customer confidentiality and privacy. Performs other job related duties or special projects as assigned.



Sonic Drive-In

• United States
• Restaurants
• 700 & Above Employee

• Assistant Manager

  • Aug 2001 - Apr 2005

  The Woodlands Assisting the drive-in management in implementing and monitoring the restaurant plan in order to meet established operating standards, sales and profits. This is accomplished primarily through: assisting in hiring, training and motivating crew-members; effectively implementing the local store marketing plans; working in a manner that helps to control costs; assisting in managing daily restaurant operations; and providing every customer with outstanding service. Working and managing in a… Show more Assisting the drive-in management in implementing and monitoring the restaurant plan in order to meet established operating standards, sales and profits. This is accomplished primarily through: assisting in hiring, training and motivating crew-members; effectively implementing the local store marketing plans; working in a manner that helps to control costs; assisting in managing daily restaurant operations; and providing every customer with outstanding service. Working and managing in a manner that is consistent and in compliance with the SONIC franchise license agreement, the SONIC-Drive-in Operations Manual, the drive-in's standard operations systems and drive-in policies and procedures.

• Carhop/Server

  • Mar 2000 - Aug 2001

  The Woodlands SONIC Carhop/Skating Carhop server duties may include: - Ensuring that all restaurant menu items meet operational standards - Greeting all guests in a polite and friendly manner with a smile - Making accurate change quickly and efficiently for restaurant guests - Carrying and balancing a tray weighing up to 25 pounds - Serving our guests in a timely manner - Clearing trays from our guests’ cars