Project Manager supporting DuPont and Corteva Agriculture.

•Developed processes and procedures to replace computer hardware reaching warranty end date for large railroad so PC’s are up-to-date and warranty support is available. •Replaced approximately $10.5 million of Desktops, Laptops and Tablets each year for BNSF Railways account utilizing Change Management principles to assure security of network.•Gathered Requirements to create Request Type in SOM (and previously in DSD (Remedy) that makes reporting, metrics and the needs of teams working tasks easier.•Ability to write advanced Excel formulae using Vlookup, Hlookup, IF and other functions.•Basic understanding of IT Security guidelines in order to troubleshoot access issues.•Ensured that most current approved software is loaded on replacement computer by using eSmart and then KACE to discover software currently on asset.•Used MS Access in order to scrub discovered software lists to remove unapproved applications and to remove applications that are part of standard image.•Helped departments develop standard lists of software titles and worked with Desktop Engineering to make available packaged department software profiles that makes it easier for depot to load software needed.•Developed a SharePoint site to provide a method for information to be gathered for replacing assets with their software as well as to provide status reports to Business Unit Coordinators.•Attended governance meetings to provide updates to upper management on refresh activities.•Developed and continually update SOP documentation of processes and procedures to be utilized by team members.•Developed communication scripts and methods to inform managers of their group’s end user compliance with company policies around computer hardware replacement programs.•Managed 2 Mexico team members ensuring they provide good customer service in an ever changing environment.•Taught team and cross team members in use of complex formulas to make handling information gathered easier and more efficient.

Assignment at Lee Hecht HarrisonTalent Management Company

Assignment at EDS

Assignment at Lee Hecht Harrison

•Represented Service Desk at Weekly CAB Reviews and created and peer reviewed for approvals.•Altered a complicated configurator Excel spreadsheet to gather monthly billing information used to create quarterly summaries and ensure appropriate billing. The information sources came from several Excel workbooks.•Developed library structure for financials, general information, SOP manuals, and service desk documentation utilizing SharePoint. Provided a centralized location for information retrieval.•Developed Best Practices procedures through consulting with managers and performing a gap analysis, resulting in consistency of services provided across accounts and decreased errors. •Resolved customer issues and increased overall customer satisfaction by collaborating with Service Desk subject matter experts which decreased time spent on each issue. •Improved process for gathering and tracking Customer Satisfaction Surveys on an interactive web site; surveys identified areas for improvement and increased customer satisfaction.Also held positions as Office Supervisor, Plano, TX (April 2002 – February 2004Service Desk Supervisor, Plano, TX (May 2000 – April 2002)Education Facilitator, Plano, TX (October 1997 – May 2000)Manager Office Automation Support Group, Chicago, IL (January 1996 – October 1997)Office Automation Support Group, Chicago, IL (June 1995 – January 1996)