CPCT Business Owner for End-to-End CS costingContributing to increased YoY revenue growth and increased profitability by providing improved costing that contributes directly to customer pricing for Commercial Personal Systems & Print businessesHave a hand in increasing significant P-value growth by contributing improved pricing leading to double-digit service attach ratesAdvancing Portfolio Transformation by driving cross-functional teams leading to a fully automated tool for global cost optimization reducing 60% delivery effortDelivering multiple iterations of improved costing output then feeding learnings, agility, and improved processes iteration to iterationPersonal Development: Certified Scrum Master -Certified ScrumMaster® (CSM®)- CERTIFIED BADGE 07/16/2023 https://bcert.me/slppkqeblThe Advanced Certified ScrumMaster (A-CSM℠) - CERTIFIED BADGE - 09/01/2023https://bcert.me/szqmscckdDesign Thinking - "From Insight to Viability" (14 Week Program) Stanford University Graduate School of Business _ Executive Education - Complete April 24th, 2024.21st Century Blueprint Design - Brain Candy & LinkedIn Learning - 03/2024Other relevant certifications applicable to this role: Becoming a Product ManagerCourse completed on Sep 27, 2021 • 10 hours 58 min - LinkedIn Learning

Manage the HC flash process, organizing & running flash meetingsto coordinate with teams to continuously improve in predictability,tracking every movement within the North America MarketAssisted team in the 2021 budget creation process working withcustomer service operation teams, finance, & business strategyto achieve HP CX/CS financial goals.Built business models for tracking & reporting headcountIncluding: attrition, hiring, LOAs for both badged & contingentworkforce to align with financial & operational strategic initiatives. With quarterly, monthly and weekly reporting, this contributed to moving towards more predictability in achieving the head count growth target of 360 (+/-2%) up from 306. Other responsibilities include: • Encouraged/empowering hiring managers to adopt other methods leading to increased turnaround times for hiring by gaining stakeholder buy-in and selling appropriate ROI• Provide feedback loops to overcome challenges so that the L4 manager could make decisions concerning escalations and additional requisition approvals• Helping various levels of managers understand what contributes to workforce growth, what does not, and how to influence our ability to obtain headcount target • Providing verbal, e-mail, and other forms of feedback to all levels of management suggesting hiring strategies & methods to be successful towards workforce sizing and growth• Identifying challenges, problems, and concerns then educating and working with SPOCs (Single Points of Contact) to understand the headcount process with proposed solutions• Pivoting accountability to the L5 managers – top down - rather than previous iterations that had placed accountability more from the bottom up, resulting in controllable and more accurate forecasting, planning and target achievement in alignment with customer experience & customer obsession initiatives

Enterprise planning and reporting for CS Support for multiple locations within North American and Latin American sites: United States, Bangalore, Costa Rica, Brazil, Mexico, Philippines, and CanadaProvide critical headcount reporting, attrition tracking, and hiring information to high level managers and finance teams to make critical business decisionsAssist in budget planning and creation process in order to achieve financial and operation objectives

Support approximately 20 (+/- 10%) direct reports providing a team vision, guidance, career development, resources, and support to maximize individual growth as well as team successParticipate in interview and candidate selection process utilizing strong team development techniques to build a diverse, inclusive, and productive team in order drive business and cultural progress Implement yearly individual and team strategies throughout the ARC (Annual Review Cycle)Provide feedback and coaching leading to become the only supervisor to achieve Rockstar Team Excellence Award for obtaining the sNPS stretch goal for all four Quarters in FY2019Work with each individual team to develop skills with specific career plans and career paths leading to promotion or preparation for a specific next roleProvide on-boarding support and tool access management support for 50 (+/- 15%)contingent workers from profile creation, extending contract dates, PC orders, authorizing tool permissions, interviewing and transitioning from contingent to HP-badged employees

Manage the YOUniversity Pillar of YEN (Young Employee Network) in conjunction with Co-Chair developing future leaders of HP while bringing in inspirational internal/external speakers for the 8 sessions of "Do What You Love" Speaker Series for Director/Manager recommended participants from HP Rio Rancho and Ottawa, Canada :03/2019 - 10/2019 YOUniversity program consists of 8 session in areas of: - Resume development - Networking - 2 Way Mentorship - LinkedIn - Speed of Trust- Emotional Intelligence- Growth Mindset- Interviewing and Mock InterviewsMy role: Developed a team of 12 committee members (10 hybrid YOUniversity participant/career counselors) encompassing: - Eleven Career Counselors with teams of 5-7 YOUniversity participants from all business segments team building segments- 1 Special Speaker Lead (assisting in booking, confirmation, and followup with guest speakers for "Do What You Love" Speaker Series)- 1 Logistics Lead (Skype, technical setup and logistical setup)- 1 Committee LeadCreated a Committee Member Tracker for teams to track event participation & all graduation requirements with deadlines Implemented a SharePoint Channel of recorded sessions for playback for make-up sessions Track all participants of the programSeek advice from YEN Leadership and Manager Sponsor for overcoming obstacles, brainstorming, & problem solvingUtilize LinkedIn for networking and guest speaker selections in addition to internal/external networkingWork with Co-Chair on room booking, session development & setting up committee meetingsAssist Co-Chair with program session communicationsTrack participation from session sign-in sheets & Skype recordingsChair & co-chair designed all homework for all sessionsProposed all budgets for food, room arrangements, graduation, & awards quarterly for FY2019Work with manager from Perq's for all event catering arrangementsTotal participants & Committee Members for this volunteer program: 68

DATA REPORTING: Swing shift recap reporting of data for tracking daily tool errors, escalations, SLA achievementCreated data collection spreadsheets: Documentation error collection in primary tool for parts orders used across multiple locations for streamlining channels Tool issues with implementation of phone systems Gaps in customer satisfaction from end to endCASE MANAGEMENT: Lead the team in case management, first team to hit goal of 20%/80% for cases over 5 days/cases under 5 daysOnly team to achieve and sustain the goal contributing to a 20% increase in sNPS scores (5% above stretch goal even before goal was in place)METRICS REPORTING AND ADHERENCE: Highest tool adherence 95%

Assisting in the development and training of internal HP employees and members of Young Employee Network (YEN), challenging them to take ownership in their career through in depth development techniques

▫ Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications and repairs on current and continued products (including Workstations, HP Envy Curve, Support One, Elite, Care Pack and more queues)▫ Assist customers & IT helpdesk professionals and initiate the right response to them, positively and professionally ▫ Provide remote solutions to deal with a wide range of products in addition to using a powerful information database for problems increasing in complexity▫ Working with PCs, workstations, notebooks, asking questions, probing problems, double-checking what has and has not been done, and explaining what to do in such a way that non-technical users can understand what action to take▫ Work independently while using standard protocol when needed to respond to customer issues. ▫ Moderate judgment is used to supplement the outlined process in accordance with HP, Inc. standards ▫ Successfully resolve moderate to more difficult technical issues (related to hardware and some software) from incoming customer contacts and proactive notification systems ▫ Proactively assist customers to avoid or reduce problem occurrence while being business conscious in decision making and setting up service events▫ Participate in projects, trainings, and online learning environments (Brain Candy, SABA, YEN YOUniversity) for process or quality improvement, case management, or any other necessary elements of progressing a more positive, growth mindset work environment▫ Mentor other employees as much as possible while identifying and directing personnel to available resources

- Cofounded the business by leading the formation of a Limited Liability Company (LLC) as coownerand managing partner-Developed all marketing and sales strategies, pricing strategies, as well as partnering withcharitable organizations as the director of sales and marketing-Responsible for overseeing all activities and processes of the business

Seasonal - 10/2013-5/2014, 12/2014-2/2015

Technical Specialist III 2006–2012*Managed a documentation team to produce a documentation website and technical manuals including interviewing, software selection process, & selecting candidates for team positions.*Coordinated, instructed, & directed, the work of other technicians as well as trained new employees in order to maintain quality, guidance, & professionalism*Customer service knowledge and experience through interaction with multiple levels of management, engineering staff, technical staff, & outside vendors by phone, writing, & face-to-face*Provided coordination between an outside contractor & engineers during documentation developmentSenior Technician 2004–2005*Provided skilled technical assistance & advice in areas of design, construction, operation, & testing as required resulting in improvement of operational processes *Performed a wide variety of construction, test maintenance, assembly, operation & data collection functions on experimental & specialized equipment & machines in a qualitative manner*Monitored the health of the digital communications systems for performance & improvement needsAdvanced Technician 2003–2004*Planned maintenance schedules and performed preventive maintenance accordingly to ensure accurate measurement and data collection*Participated in safety forums such as high angle rescue training, CPR training, rail vehicle safety as well as practiced safety standards set forth by the National Radio Astronomy Observatory *Repaired & provided quality assurance checks according to the National Radio Astronomy Observatory documentationIntermediate Technician 2001–2002*Collected and evaluated operating data concerning the monitor and control of specialized radio astronomy equipment*Responsible for maintenance of monitor & control subsystems for two specialized radio astronomy telescope systems and performed maintenance tasks accordingly & with accuracy *Troubleshooting systems with schematics & manuals