(Successful Exit: September 2017, now an SAP company)• Responsible for internal and external process creation and coordination of internal and public communication to ensure the demands of business partners and clients are communicated to, and met by, the company in order to achieve an effective solution to their business challenges and ultimately success • Instrumental in the development and execution of strategy in the areas of operations, corporate and business development, sales, marketing, HR, and legal for the multi-model DBMS company

• Analytics and Reporting Portal, SAP Business Objects, Oracle, Microsoft SQL Server, Crystal Reports, Data Mart, Insight Analytics, Microsoft Report Builder, Dashboard and Reporting Subject Matter Expert handling Business Intelligence related incidences for all European clients• PlanView Horizons EU User Group Conference Speaker for 2008 in Athens, Greece• PlanView Horizons EU User Group ‘Meet the Expert’ representative for all other conferences• Responsible for communication for all Italian clients and recording the translation from/to English/Italian to track history of issues/questions in our incident database• Provide Level 1 and 2 support for European Fortune 500 clients with Project Management PlanView software versions 6.0-Enterprise 11x• Identify, track, and report on recurring problems, trends, and overall progression• Satisfactorily resolve tense and potentially intractable customer service situations• Act as the intermediary between the US and Europe support centers to improve communication, processes, and education thereby increasing client satisfaction and employee morale to subsequently benefit PlanView as a whole• Perform reporting and Data Mart customizations as needed for clients and internal • Assist Italian and other European entities for PlanView with sales engagements• Travel to European customer sites as needed for customer facing to ensure satisfaction and assist with any high priority issues• Work closely with Development and QA to identify software, database, and installation issues and develop and test resolutions • Perform QA testing on Business Objects/Reporting related hotfixes and review installation documentation to ensure that it is simple and easy• Document problems and solutions in detail to achieve best and quickest resolution for new and old questions and issues• Develop action and testing plans to assess problems or unusual situations and develop workarounds and/or solutions

• Business Objects, Crystal Reports, DataMart, Reporting Subject Matter Expert• Provided Level 1 and 2 support for North American Fortune 500 clients with Project Management PlanView software versions 6.0-7.4 sp4 and Enterprise• Received two Service Excellence Awards within 2 months of my start date- Q105• Voted PlanView Product Support Employee of the Month- June 2005, July 2006• Consistently received the most Service Excellence Awards in Product Support since my start date at PlanView Q205 including the most in PlanView history• Received Sustaining Engineering Star Consultant Award for 2007 • Received Technical Services’ Star Consultant Award for 2007• Stepped into the BI Manager role when manager went on a 3 month leave twice and at various other occasions as needed• Work closely with Development and QA to identify software, database, and installation issues and develop and test resolutions • Use AppSight Blackbox technology when necessary to troubleshoot server configuration, database, or performance issues when running PlanView software• Perform QA testing on Business Objects/Reporting related hotfixes and review installation documentation to ensure that it is simple and easy• Document problems and solutions in detail to achieve best and quickest resolution for new and old questions and issues• Develop action and testing plans to assess problems or unusual situations and develop workarounds and/or solutions • Represent PlanView at Austin area Business Objects and Crystal user groups

• Entrusted with all aspects of the helpdesk operations after only 4 days of training• Responsible for hiring, training, mentoring and managing new helpdesk personnel • Worked with engineering & QA to resolve/test issues and migrate releases• Administered and maintained Oracle database, application, and domain security • Educated new operations employees using self-produced training manuals• Served as the first point of contact for PRI clients/end-users on all inquiries, issues, and requests and provide regular updates to customers on all issues• Provided sole helpdesk support for four months supporting 50 client retail stores• Introduced new policies and Track-IT! tracking software to increase productivity & reduce issue resolution time through dissolving needless administration duties• Identify, track, and report on recurring problems, trends, and overall progression• Satisfactorily resolve tense and potentially intractable customer service situations• Communicate unresolved issues and proposed resolution to the engineering team • Trained client helpdesks on PRI processes and troubleshooting tier 1 issues• Some projects included the full redesign of our security application, new client POS integrations, and assistance with InSite go-live process reorganization

• Independently managed IT Helpdesk for 50 system users company-wide• Collaborated with IT Director on matters affecting all aspects of IT from quality control and maintenance projects to budget planning and procurement • Responsible for maintaining network infrastructure & Nortel telecom system• Oversaw training and development of junior systems associates • Performed cross-over punchdown for T1 to analog service• Installed, configured, troubleshooted & refurbished PC/server hardware & software • Set up new servers and workstations as needed and maintained BIOS & ESM • Maintained IT asset database and order new parts and systems when necessary• Performed network security audits for systems hardening and testing as well as monthly verification of network permissions and Active Directory users• Designed database automation resolutions to increase efficiency and production• Performed all cname and host modifications for domain 360training.com • Accountable for network backup and management with Veritas Backup Exec• Redesigned 2 office layouts using Visio and moved cubicles, data and telecom• Researched and tested various products to determine the best fit for the company• Created and maintained documentation on various IT and business processes

Southwest Key Programs is a national nonprofit organization providing transformative education, innovative safe shelters and alternatives to incarceration for high risk youth and families• Performed troubleshooting & resolved hardware, software, & network issues for the helpdesk• Assisted with pulling, terminating, and testing of CAT 3 and 5 cables• Projects included Windows NT4 to 2000 server migration, Exchange server installation, Exchange 5.5 to 2000 upgrade, accounting and payroll system upgrade, new server deployments, Citrix MetaFrame XP rollout, and IT asset control and maintenance

• Analyzed business processes to determine relevance of agreed upon key measures and performed quality review to ensure accuracy of data • Collaborated with supply chain planning reps to maintain executive review reports and implement data analysis tools such as Tashiro and Pareto charts• Attended weekly SCP, BOM accuracy, and process improvement meetings• Aided in database process automation and PCI cleanroom/warehouse audits

• Acted as a liaison between the Austin office, headquarters, and client companies• Maintained 3 websites, EZ Access database, and Tapit call accounting system • Provided desktop and software applications support/training to all 3 agencies • Responsible for the updating, maintenance, and repair of 14 computers • Supervised/trained 12 new employees and performed special agency projects