In October 2020, AHEAD, RoundTower, and Kovarus joined forces to create the new AHEAD. We build platforms for digital business. By weaving together advances in enterprise cloud infrastructure, intelligent operations, and modern applications, we help enterprises deliver on the promise of digital transformation.

• Drive the development and execution of the project plans by working with the project teams to define, sequence and estimate duration of project activities and duration of schedule to meet project objectives.• Ensure adherence to RoundTower’s standards, processes and policies for all projects.• Manage all aspects of the project execution including scope, requirements gathering, project planning, change control and status reporting.• Manage the identification, resolution and escalation of project issues and risks.• Provide weekly project status updates via RoundTower CRM tool to include: o Overall status indicator (red, yellow, green) o Schedule activities with resource assignment and estimated completion dates o Percent complete, based on resource effort, estimated vs. expended o High level summary of project issues• Plan and execute project communications ensuring timely and accurate distribution of information, documentation, and issue resolution to all appropriate team members.

- Responsible for the co-ordination of all matters relating to customer 3rd level services. - Track performance and how well the team has executed their objectives. Implement processes to improve team productivity and efficiency.- Determine customer service requirements by maintaining contact with customers on a regular basis.- Improve customer service quality; establish and communicate service metrics; monitor and analyze results; implement change. - Maximize customer operational performance by providing technical advice, technical bulletins, and best known method strategies.- Work closely with the software development and project teams by providing input and feedback for customer implementations and product strategy- Prepare quarterly incident reports and review with US store systems customers.- Direct liaison between the US PCMS Store systems support organization and the UK PCMS service desk organizations to provide best in class application support for US customers- Work directly with PCMS US technical specialists and consultants to resolve incidents as well as other issues impacting staff performance.- Monitor and track employee monthly performance and rate that performance by previously established guidelines for performance.- Mentor department; this includes training and the development of training tools to help elevate team members' technical support and practical knowledge.- Manage open incidents assigned within Technical Support team to ensure standard internal support processes (including escalation) are addressed and adequate information is shared to assure prompt closure. - Evaluate, recommend, order and supervise installation of new store systems customer equipment for the lab environment. - Approve and review department documentation for content and accuracy prior to disbursement and assure timely distribution.

• After 2 months of being employed, I was tasked with training new employee’s on processes and procedures.• Completed 40+ projects in my short time with company most ahead of expected deadlines.• Completed VM build of 51 high profile servers 2 months ahead of schedule that generated over 4 billion in revenue for GE Nuclear division.• After 7 months of employment I was moved from the Obsolescence group to the Storage Migration group. I was chosen over other tenured employees for the position.• Assisted in creating procedures and templates for streamlining build process for servers.• Worked with numerous groups on high profile projects in both build and storage.

• After 2 months of being employed, I was tasked with training new employee’s on processes and procedures.• Completed 40+ projects in my short time with company most ahead of expected deadlines.• Completed VM build of 51 high profile servers 2 months ahead of schedule that generated over 4 billion in revenue for GE Nuclear division.• After 7 months of employment I was moved from the Obsolescence group to the Storage Migration group. I was chosen over other tenured employees for the position.• Assisted in creating procedures and templates for streamlining build process for servers.• Worked with numerous groups on high profile projects in both build and storage.

Lead PM for opening of offices in Lima PeruIn charge of working closely with international shipping companies and customs for all equipment being shipped to our overseas offices.Managed a department of 12 engineers in relation to desktop support, network support, server support and store support.Currently working on complete store audit for upgrading of store POS equipment. Compiling inventory of over 1200 stores domestic and over 350 stores internationally.

Successfully managed 500+ high level projects in the 2 years of employment with the companyInvoiced over 2.2 million dollars in 2 years of employmentManage many high level and high profile projects simultaneouslySuccessfully manage on average 50+ projects simultaneouslyLead PM for 900+ IPT phone install for major Ohio hospital, and also managed the training of hospital staff to learn the new phone system before go liveManage all areas of projects from SOW/AOE creation, 3rd party procurement, scheduling of engineers, project kickoff calls with customers, project timelines, implementation plan creation, project installation, implementation plan signoff, and customer verification and invoicingManage IPT installs, Call Manager upgrades, Cellular antennae installs, Wireless AP installs, Ironport and Firewall installs, Multi site VPN connectivity installs, Major Medical phone and server installs, and DSL and WAN upgrade installs and cutovers

Project lead for the hardware upgrade of over 1500 Sunglass Hut locations to a new POS systemProject lead for the hardware upgrade of over 400 Pearle Vision locations to a new POS systemProject lead for the hardware upgrade for over 1500 Target, Sears and BJ's Optical locations to a new POS systemIn charge of coordinating circuit orders, circuit installations, store wiring, and POS installations for approximately 5000+ locationsWork closely with all vendors involved with new stores, relocations and remodelsExtensive experience with the development of SOW'sDeveloped and worked with Legal dept to validate and sign off on SOW's with multiple vendorsCoordinated the electric installation/scheduling and circuit lockdowns for approximately 1200 retail locationsIn charge of multiple vendors for depot maintenance and maintaining accurate inventory levels for store equiptmentDeveloped hardware and network requirements for new and relocating stores based on information from Store Design and field managementProvided 2nd level support to Store Systems Support team on new store, relocation and remodel activities. Insured that resolutions and issues are documented and communicated to Store Systems Support, Store Design and vendor

Provided Level 2 POS support for Helpdesk and over 200 retail locationsKnowledge of IBM Netfinity systems, NCR 7450, 7453, and 7456 registers and related hardwareAssisted in testing and rollout of new Triversity POS software builds to over 200 stores on both registers and serversProvided operating procedures and documentations for both Helpdesk and store personnelAssisted in new store openings including register and server installation and networkingProject Lead/support for outside vendor during software upgrade project

Project Lead for I Series installation during the Sports Authority and Gart Sports merger as well as the company's Atlanta Distribution CenterProject Lead for the HR Learning Management System project rollout. Also responsible for the image configuration and troubleshootingProvide level 2 Hardware/Software support and documentation for in house Helpdesk, 400+ retail locations, and third party vendorsOversee company's hardware disaster recovery procedures and initiativesProficient with IBM Netfinity systems, IBM Server Raid, IBM I Series machines, IBM cash register systems, 802.11 wireless RF and networking, NCR 7450, 7453, and 7456 registers and related hardwareKnowledge of Triversity and IBM 4690 POS software, Windows NT, Server 2000-2003, XP, MS Office, Symantec Ghost, Wave link, Symbol, Avalanche RF software, Win Batch, and Kronos; Oversee new store hardware, software, networking, and configuration for installationsProject Lead for vendor training as well as assisting vendors in troubleshooting of new equipment

Provided tech support for 198 retail locations as well as the corporate office and sister company in JapanExtensive hardware/software training on AS/400, JDA, QSM, Netfinity, RTS Explorer, Analyzer and Triversity POSWorked closely with the POS department on store issues regarding equipment, pricing, sales and inventory discrepanciesWorked on troubleshooting for store-to-host connectivity failures and register-to-server connectivity

Worked closely with the men's apparel buyers to assure all retail locations in the US and Canada received correct merchandise in a timely mannerWorked closely with vendors to assure all merchandise was ordered correctly and efficientlyExtensive training on both JDA and Lawson Retail systemsSetup new and existing vendors with current vendor agreements and vendor compliance guidelinesWorked closely with buyers negotiating vendor rebates and contract terms

Engaged in post trial questioning of jury members to ascertain reasoning for their final decisions. Calculated statistics from past domestic violence and women's rights cases for a domestic violence handbook for the State. Reviewed case files and affidavits to determine potential outcomes or sentences. Contributed to the jury selection process. Interviewed domestic violence victims. Observed pre-trial hearings. PersonalVolunteer time to the Gift of Sight program, which distributes eye exams and eyewear for underprivileged children and countries.Currently learning SpanishReferencesAttached