Experience

Hilltop Holdings

• United States
• Financial Services
• 200 - 300 Employee

• IT Financial Analyst

  • Dec 2018 - Present



PrimeLending, A PlainsCapital Company

• United States
• Financial Services
• 700 & Above Employee

• Asset Management Analyst

  • Aug 2017 - Present

• Telcom Specialist II

  • Nov 2012 - Present

  Dallas/Fort Worth Area • Manage IT setup on multiple projects for 150 branches throughout the country. • Work with IT teams and branch personnel to provide new and existing branches with required products and services (voice/data provisioning, telephone/computer hardware, printer/scanner equipment, cabling, etc.). • Take on management duties as needed of training new hires • Strengthen communications between Branch Integration and IT teams and resolve escalated conflicts. • Build and maintain… Show more • Manage IT setup on multiple projects for 150 branches throughout the country. • Work with IT teams and branch personnel to provide new and existing branches with required products and services (voice/data provisioning, telephone/computer hardware, printer/scanner equipment, cabling, etc.). • Take on management duties as needed of training new hires • Strengthen communications between Branch Integration and IT teams and resolve escalated conflicts. • Build and maintain strong relationships with customers in the field and third-party vendors. • Travel throughout Texas, Oregon, and Arizona to provide personalized service to branches. • Served as the main point of contact for quickly solving complex technical, cabling, and infrastructure problems for internal and external departments. Key Accomplishments • Managed a major project to upgrade 150 branches to 4G bandwidth and deploy hardware. Assigned deployments to team members and ensured project did not impact productivity. • Played a key role in a telecom billing audit that saved the company $100,000 annually. • Coordinated weekend support schedule with vendors to ensure no downtime or subsequent loss of revenue. • Managed bandwidth/cabling upgrade to pilot site and moved 3 branches into their new space under an aggressive ramp-up deadline. • Effectively managed all high-profile/aggressive onboarding projects in the West Coast Division to meet or beat deadlines for 2 years as a tenured Specialist. • Oversaw last-minute telecom system upgrade project that reduced ETF fees by $75,000. Worked with PM to oversee all orders, plan upgrade schedule with network administrators, and assign to a Specialist. • Played an instrumental role in the telecom expense management (TEM) outsourcing project.



National Electronics Warranty

• United States
• 1 - 100 Employee

• IT Site Support Supervisor/ Web Designer

  • 2008 - 2011

  Meridian, MS • Managed all IT-related projects, including multiple web development projects, at the local call center. • Supervised, mentored, and evaluated a team of PC Techs providing hardware, software, and remote support. • Installed upgrades and maintained hardware, operating systems, and applications. • Monitored and managed the ticket queue and reviewed customer feedback for quality assurance. • Created end-user documentation on policies, standard operating procedures, and… Show more • Managed all IT-related projects, including multiple web development projects, at the local call center. • Supervised, mentored, and evaluated a team of PC Techs providing hardware, software, and remote support. • Installed upgrades and maintained hardware, operating systems, and applications. • Monitored and managed the ticket queue and reviewed customer feedback for quality assurance. • Created end-user documentation on policies, standard operating procedures, and processes. • Served as Lead Designer for all internal websites, newsletters, and logos. • Worked with the supervisors to ensure IT policies were followed by 350 agents. • Played a key role on the SharePoint Virtual Support team, processing all requests concerning web part creations, layout designs, and backend code. Created lists, libraries, and other web parts within SharePoint. • Traveled to Florida & Missouri to assist PC Tech teams in completing PC refresh and image deployments. • Developed standardized training curriculum and user testing application. Key Accomplishments • Completed an onsite build-out that required setting up 300+ workstations, Quality Assurance databases, Avaya VoIP phones, an external DSL network, data center set-up and Polycom distance conferencing. • Maintained 100% service-level agreement (SLA) and 98% Quality Assurance rates for over a year. • Collaborated with the SharePoint team to identify strategies to increase site traffic by automating processes and employing a user-friendly interface. • Created a custom SharePoint site by redesigning the master page using SP Designer, CSS, and JavaScript. • Created a web-based departmental newsletter on SharePoint Server 2010. • Implemented a payroll deduction policy for unreturned equipment that eliminated inventory loss. • Reduced “Computer Trouble” aux code from 100 to 2 hours per week to eliminate code abuse and ensure any technical issues affecting QA requirements were addressed. Show less



MegaGate Broadband

• United States
• Telecommunications
• 1 - 100 Employee

• Network Operations and Support Technician/Web Designer

  • 2005 - 2008

  Hattiesburg, MS • Managed multiple web development projects and served as Team Lead. • Provided technical support for DSL, VoIP, T-1, DS3, web hosting, and email. • Acted as a liaison between customers, programmers, and management. • Provided weekly updates to management on scheduled deliverables and project status. • Provided exceptional customer support regarding web branding, strategy, and the web development life cycle. • Designed user interfaces for all web-based applications… Show more • Managed multiple web development projects and served as Team Lead. • Provided technical support for DSL, VoIP, T-1, DS3, web hosting, and email. • Acted as a liaison between customers, programmers, and management. • Provided weekly updates to management on scheduled deliverables and project status. • Provided exceptional customer support regarding web branding, strategy, and the web development life cycle. • Designed user interfaces for all web-based applications. Key Accomplishments • Identified new hire training challenges and implemented a 2-week training program. • Received MVP Award for outstanding customer service. Show less



The University of Southern Mississippi

• Technology Coordinator

  • Apr 2005 - Nov 2005