Experience

• 

  Hyundai Capital America

  • United States
  • Financial Services
  • 700 & Above Employee

  • Information Security Manager

    • 2021 - 2023

  • IT Manager

    • Mar 2017 - 2021

  • Information Technology Associate

    • Mar 2012 - Mar 2017

  • Contractor

    • Feb 2011 - Mar 2012

• 

  HISNA

  • Associate

    • Apr 2013 - Apr 2014

• 

  Life Technologies

  • Marketing Data Analyst

    • 2010 - 2010

    + Managed high volume, high visibility Life Technologies campaigns across multiple business units/divisions targeted to defined segments.+ Managed daily/monthly email performance and delivery reports.+ Executed ad hoc customer analytics to help define business direction.+ Responsible for using the following tools in campaign execution and segmentation aggregation from these data sources: UNICA Affinium Campaign, Business Objects, SIEBEL, MarketFirst and user-submitted lists.+ Contracted to Life Technologies through Maxonic, Inc.

• 

  American Honda Motor Company, Inc.

  • United States
  • Motor Vehicle Manufacturing
  • 700 & Above Employee

  • Team Lead / Business Analyst / Help Desk Analyst

    • Sep 2005 - Dec 2008

    + Determined the ongoing needs of Honda dealership customers in the Automobile, Motorcycle, Power Equipment and Export industries and communicated to management.+ Supervised a project team responsible for providing business intelligence for a Honda supply chain contact center with 21 employees receiving over 5,000 contacts per month.+ Performed data mining and analysis on Clarify CRM tool and web usage analytics for project team.+ Created monthly agent KPI/scorecard reports for management to evaluate contact center agents.+ Responsible for business process creation, improvement and documentation in both the English and Spanish languages.+ Bilingual backup agent role in both the English and Spanish languages.+ Conducted feedback surveys of the user base and internal departments.+ Contracted to American Honda Motors through Partners Consulting Services, Inc., Buena Park, CA.

  • Help Desk Analyst

    • Mar 2002 - Sep 2005

    + Responsible for frontline Honda dealer web portal support for a Honda supply chain contact center with 21 employees receiving over 5,000 contacts per month from a dealership user base of over 40,000 people. + Resolved issues for dealer web portal application distributed to multiple businesses as part of the Automobile, Motorcycle, Power Equipment and Export supply chains. Supply chains included ordering new vehicles, parts ordering, service claim processing and consumer financing applications.+ Monitored problem resolution progress via Clarify CRM tool.+ Dealer user support included a telephone channel with a 9 second average wait time (22 second SLA), an online channel with a 5 minute average response time (20 minute SLA) and an email channel with a 20 minute average response time (20 minute SLA). Instructed new contact center agents.+ Contracted to American Honda Motors through Compuware Corporation.

• 

  Boeing

  • Analyst

    • Jul 1997 - Oct 2001

    + Responsible for frontline end-user telephone support for a contact center with 40 employees and a user base of over 30,000 people.+ Supported PC, Apple and UNIX platforms for multiple aerospace businesses.+ Monitored problem resolution progress via McAfee CRM tool.+ Contracted to Boeing Aircraft Company through IBM Global Services through Compuware Corporation, Irvine, CA.