Responsible for workforce modernization, integration and implementation of efficient solutions.Implementation of Document Management SystemAdoption of Microsoft 365 Suite

Google Suite migration to Microsoft 365 tenant project

Certified Geography teacher - 9th gradeCertified AP Economics teacher - 12th gradeCertified AP Government teacher - 12th gradeFollowed TEKSCollege Board AP certifications

Certified Geography teacher - 9th gradeFollowed TEKSInternational Baccalaureate - IB --> MYP certified

• Responsible for the Service Desk Improvement for various accounts (MIT, Excel, Aetna and BNSF)• Applied Project Management methodology to govern and improve performance metrics• Employed ITSM practices to act as Change Manager for the accounts• Prepared KPI reports for tracking by stakeholders• Analyzed data to identify trends and correct negative ones• Engaged Account and Operations Teams to engage in Process Improvement projects• Performance Management, Cost Tracking and Analysis, Change Control and Service Evolution Plan

• Implemented end to end processes and delivered them to stakeholders• Managed escalations and ensured resolution in partnership with Service Provider Vendors• Directed weekly meetings governing Escalations Metrics with Service Provider Vendors• Developed and delivered training material for Service Providers’ process improvement • Led cross-functional metrics meetings with Service Provider vendors and Operations Teams• Supported the team with detailed analysis of the Escalations Data• Screened dataset integrity and implemented solutions

Warranty Cost Reduction Project Manager• Initiated, planned, executed and delivered medium to large size projects to cost savings opportunities • Designed strategies to reduce warranty cost metrics keeping schedule, cost and quality standards• Coordinated processes and procedures improvement among cross-functional teams• Successfully developed process changes related to warranty cost reduction• Developed strong relationships with global sites and operations management• Yellow and Green Belt Certification • Complex report analysis and SQL querying • Developed Global Training, ensured distribution and compliance• Led the Latin America Warranty Cost Reduction Program • Created a leadership core group and established continuous methods of communication• Repeat Dispatch reduction of 8.3% in FY’09• LCD dispatch reduction of 40% in FY’10• LCD Dispatch Reduction of 5.34% and Flat Panels Dispatch 15.82% in FY’11• 1.5 Million dollar savings in FY’10 and 1.5 Million dollar savings in FY’11

• Technical Troubleshooting of Client and Enterprise systems • Ensured the highest standard of resolution and Customer Experience • Ownership Process / Case Management

• Technical Troubleshooting of Client and Enterprise systems • Ensured the highest standard of resolution and Customer Experience • Ownership Process / Case Management