Cora P. Email & Phone Number

Dallas-Fort Worth Metroplex

Project Planning and Management:Developed and executed comprehensive project plans, including scope, schedule, budget, and resource allocation.Coordinated internal resources and third-party vendors for seamless project execution.Ensured on-time, within-scope, and within-budget project delivery.Client Engagement:Act as the primary point of contact for clients, ensuring effective communication and satisfaction.Translate client requirements into actionable project plans and deliverables.Conduct regular status meetings with clients to provide updates and gather feedback.Team Coordination:Lead and motivate project teams to adhere to timelines and quality standards.Facilitate collaboration between cybersecurity experts, engineers, and stakeholders.Manage and resolve issues, risks, and conflicts within the project team.Documentation and Reporting:Create and maintain comprehensive project documentation, including charters, risk assessments, and status reports.Monitor and track project progress using tools such as MS Project, JIRA, and Trello.Provide detailed reports on project performance to senior management and clients.Quality Assurance:Ensure the delivery of high-quality cybersecurity solutions meeting client requirements and industry standards.Implement best practices in project management and cybersecurity to improve service delivery continuously.

Irving, Texas, United States

• Oversaw the planning, coordination and execution of projects related to Amazon EKS (Elastic Kubernetes Services) including Feature Maintenance and Deployments, AMI Compliance and Account Build Services. Defined/implemented DevOps practices and tools within the EKS environment which also included project coordination of continuous process improvements.• Facilitated communication and collaboration between different teams involved in the project, including development, operations, and QA, to ensure seamless integration and delivery.• Identified and mitigated risks associated with EKS DevOps project and proactively addressed any potential roadblocks.• Ensured compliance with relevant policies, regulations, and industry best practices in the context of EKS DevOps project delivery.• Lead the team to better performance, heightened reliability, and productivity by producing team KPIs from ServiceNow and Jira utilizing DORA methodology, which includes, deployment frequency, lead time for changes, change failure rate, and mean time to recovery (MTTR).• Facilitated Agile and DevOps practices as Scrum Master including cross functional communication, coordination among team members to ensure seamless integration of best practices within the EKS environment.• Coached the team on scrum principles, values, events, and artifacts.• Supported team in delivering value to achieve continuous delivery and deployment within the EKS Environment.• Identified and removed impediments to foster continuous flow and relentless improvement while supporting them on efficient application of the Scrum process in JIRA within the development cadence.• Managed all ceremonies (Sprint Planning, Sprint Grooming, Daily Scrum, Sprint Review, Sprint Retrospective and Release Retrospective)

Irving, Texas

• As Team Lead, I provided Subject Matter Expert (SME) guidance of ServiceNow, Kafka, CMDB, to my team and end users; also handling escalations while ensuring team members were focused and equipped with the necessary resources to fulfill their responsibilities. Provided technical oversight across multiple systems and applications, leveraging skills across multiple application support areas. • Managed the ServiceNow platform’s capacity to efficiently meet organizational demands and minimize disruptions.• Planned and coordinated the release process for new updates and features, ensuring seamless deployment.• Implemented and oversaw the incident and problem management process to ensure effective issue resolution. Produced metrics as evidence that all timetables were adhered to as required by our documentation standards. • Identified and implemented process improvements to maintain the platform and team were running efficiently. Prioritized and escalated issues to relevant groups as appropriate and performed root cause analysis utilizing Lean Six Sigma methodology to properly arrive at the absolute and accurate resolution.• Responsible for producing the reporting and analysis of Incident and Problem KPIs on director level presentations. Managing Reporting and Metrics that allow for senior managers to work with directors on making fact-based decisions about the business. Performed data analysis from various data sources to product optimal metric-based stories to drive management decisions.• Responsible for team training and policy documentation, resource planning and goal setting and mentorship.• Focused on the development of the teams’ skillset through mentorship and one-on-one training.• Collaborated with application managers and development managers to align with strategic objective of the end users.• Analyzed and documented Problem records while working with technical partners to find strategic solutions.

Irving, Texas, United States

• Utilized understanding of all ServiceNow ITSM processes such as SDLC Module, Service Catalog, Incident Management, Problem management Change Management, Knowledge Management and Configuration Management working within an Agile Framework. • Worked closely with developers to enhance, improve, optimize, and refine all requirements.• Gathered and translated requirements to user stories as well as defining acceptance criteria running discovery workshops with business and technology representatives covering current tools, processes, and integrations.• Managed all phases of testing writing test cases (scripts), validation of test results and obtaining end user sign off.• Implemented robust, fully tested solutions across all environments prior to production deployment by constructing and executing exploratory, regression and usability test cases in UAT gathering customer/business validation for PROD releases.• Designed and prepared technical specifications, project documentation, workflow analysis and application support and enhancement documentation to system and project needs in accordance with Technology Service standards.

Irving, Texas, United States

• Worked with cross functional teams to structure and implement data governance policies and procedures in alignment with organizational goals and regulatory requirements.• Collaborated with development teams to validate and maintain data quality and integrity within the ServiceNow platform, ensuring accurate and reliable data for operational and analytical purposes.• Defined and established data access rules and permissions to ensure appropriate and secure data access within the ServiceNow environment.• Engaged with stakeholders to identify data-related needs, gather requirements, and prioritize initiatives to enhance data governance and management practices.• Facilitated training and education sessions for end-users to promote awareness of data governance policies, best practices, and effective data utilization within the ServiceNow platform.• Monitored the effectiveness of data governance initiatives, reporting on key performance indicators, and suggesting continuous improvements to enhance data governance practices and processes.• Configured, optimized, and maintained the ServiceNow Configuration Management Database (CMDB), to track, manage, and analyze IT assets, hardware, software, and services.• Regulated the Change process to ensure that only approved and validated changes were incorporated into product documents and related documentation, maintaining the original configuration of requirements documentation.• Implemented best practice methods to prevent duplication of effort, tracked all problems and changes, reporting changes and current configurations, and supported stakeholders on system configuration and set-up.

Irving, Texas, United States

• Led and managed the Incident Management Process Improvement team, ensuring that team members are motivated, focused, and equipped with the necessary resources to fulfill their responsibilities effectively.• Analyzed business needs for stakeholders identifying business problems and propose process improvements within the Operations and Technology department.• Lead and coordinate the collection and verification of the data according to business rules within ServiceNow and ResolveIT.• Collected and Organized data and conducted analysis and evaluations to assess ways to improve quality and efficiencies within the data by preparing comprehensive reports of the findings of the analysis.• Managed client expectations and deliverables while ensuring quality, completeness, and on-time delivery of analysis.• Facilitated development of programs and queries and collect requirements to develop filtering criteria process with the ability to run all sub queries or specific subsets of queries. • Utilized basic process improvement methodology to achieve goal by defining problems, measuring key aspects of the current state of the process, analyze cause and effect relationships and perform root-cause analysis; identifying possible improvements or redesigns necessary based on the analysis.

2201 East Lamar, Arlington, Texas 76006

• Compiled and analyzed performance metrics for the lodging operations division which includes Expedia virtual card (payment option), booking relocations, and technical support.• Developed analysis, projections, reports, and presentations. • Created and analyzes monthly, quarterly, and annual metric reports and ensures information has been recorded accurately. • Identified trends and developments and presents findings to senior management.

Carrollton, Tx

• Supported the Corporate Software & Services team implementation of its Customer Relationship Management (CRM) tool (Salesforce.com). • Responded to user inquiries regarding the application. • Proactively worked with users to understand needs and aided in response to ad-hoc data requests.• Enabled marketing and sales processes to work in a synchronized fashion. • Customized the application to meet changing business needs. • Assisted with data mapping and data enhancements, recommend new processes, and update the application when new CS&S products are introduced/other changes as they occurred.• Maintained data integrity, added information from new data sources, and facilitated maintenance of a mission critical business application.

Fort Worth, Tx

•Evaluated sales performance, assessed performance metrics, and identified areas of growth and improvements. Reviewing/ analyzing retirement account requests and related documents to ensure completeness and compliance with industry regulations and company rules before forwarding to be processed.•Provided numerous detailed reports that tracked sales, marketing collateral, advertising campaigns, documentation accuracy, call volume, queuing, associate progress, process improvements and internal communication accuracy. Created these custom reports utilizing advanced features of reporting tools, such as Crystal Reports, Microsoft Access, Excel and SQL Query Analyzer and provided them in PPT format to executive managers. Analyzed Salesforce data in response to marketing initiatives. Studied marketing data such as customer information, call patterns, and demographics.•Performed account management processes and documented/maintained business requirements supporting licensed financial advisors.•Administrator of Salesforce.com, created and customized fields, maintained dashboard, imported & monitored sales leads. Responsible for the Customer Relationship Management (CRM) system design. Designed, developed, and constructed Salesforce CRM application systems to reflect the organization’s application needs. Trained associates on Salesforce.•Analyzed data utilizing advanced formulas in MS Excel.•Designed process maps and Organizational Charts utilizing Microsoft Visio.•Resolved compliance adherence, responsible for troubleshooting escalated SEC compliance issues (including all government, regulatory documents).•Trained new users in applications, reporting tools and system features, prepared procedures manuals, user guides, and technical documentation.

* Created custom reports utilizing advanced features of reporting tools, such as CrystalReports, Access, Excel and SQL Query Analyzer.* Maintained records and analyzed the sales results associated to each marketing campaignand associated collateral tracking effectiveness.* Responsible for the database of leads, maintaining do not call requirements andacquired new leads from vendors.* Traveled 90% of the time to call centers implementing marketing campaigns offeringtraining support to increase sales productivity.

Austin, Texas Area

• Provided daily data analysis for data feeds for this application service provider which provides information management services (data management solutions) to the retail automotive industry.• On a daily basis, verified thousands of rows of data extractions for validity before pushing them to be posted on public websites.• Managed regions of data initiatives that included parts locators, service marketing programs, service history reports, sales programs, vehicle valuations, customer relationship management, OEM data analytics, consumer-facing Website content, and inventory management.• Managed a team of 15 employees for which I was responsible for training and productivity levels.

Edinburg, Tx

* Daily review of automated extractions of data from dealership vehicle managementsystems such as UCS, DCS, Reynolds, ADP, Autosoft, and DDS.* Reviewed daily extraction reports and relaunched manual extractions to maintainaccurate data.* Maintained regions of dealership data aggregated into a database to be utilized by theproprietary data application that allowed all vehicle information to display ontoautomotive websites that included, cars.com; Utilized SQL to complete data manipulation to either customize or correct vehicleinformation.* Mentored team of 16 analysts, created schedules, approved PTO, approved timesheets.

* Developed and implemented a marketing plan utilizing direct mail, radio and coupons* Researched, developed, and implemented pricing policies* Maintenance of ledger accounts and preparation of financial statements* Maintenance and recording of business transactions* Analyze costs, revenues, financial obligations incurred to forecast revenues andexpenses* A/R Functions: Process/verify applications for credit, compile necessary informationfrom banks and credit organizations, record and solicit payment for delinquent accounts * A/P Functions: compile amounts owed to vendors and suppliers, Gather purchase orders,sales orders, packing slips, and prepared payments* Payroll Functions: Input data from time sheets to computerized payroll system; preparedfederal, state and local tax payments* Purchased merchandise for the cafI and maintained cost efficiency

Accounting Bachelor Of Business Administration (Bba); Business, 2009

Education record