L. Ap Email & Phone Number

Greater Houston

Consulted with client companies to provide expertise and support on various technology initiatives and issues. Specific engagements included:• ConocoPhillips – Supported content migration and launch of new external-facing website.• City of Houston – Co-managed project lifecycle, budgets, and resources for CDC-funded application.• University of Houston – Transitioned UH Police Department to new content management system.

The volunteer community lead position verifies members and organizations, moderates content, adjusts neighborhood boundaries, and promotes neighborhood events.

Prepared reports that summarize asset management for the Education Resource Center. Assist faculty, staff, and students in use of College’s support services, proprietary applications, and online course modules. • Assisted Blackboard and SuccessFactor administrators with course content management. • Managed online, event, and social media engagement of College's student wellness programs.• Implemented migration from Winnebago Spectrum to Follett Destiny, as well as early adoption / maintenance of SharePoint and Filemaker initiatives.• Recruited and managed student worker schedules, tasks, projects, and timesheets.

Delivered support and training on use of SaaS labor management and employee scheduling application to retail merchants; restaurant, spa, and salon staff; Bank of America, First Data, Wells Fargo, and ISO sales teams. Managed UAT; created use and test cases, perform QA testing; prepared and distributed release notes; scheduled hot-fix and weekly maintenance releases. Created and maintained online support pages, support manuals, and Quick Start guide. Prepared and audited timesheets ( cash and credit card payments; declared cash, credit card, and pooled tips; server cash settlement ) for FSRs and QSRs. Monitored and responded to NPS feedback. Member of cross-functional team responsible for POS ( Clover, Revel, Square ) and payroll ( ADP, Bank of America, Paychex, QuickBooks, SurePayroll, Wells Fargo BPS ) integrations.

Delivered customer service via email support platform. Provided driver onboarding process; ensured compliance with state and city regulations; supported driver quality reviews and training.• Nationally fifth-ranked representative for Rider Support; sixth-ranked for Driver Support.• Set hourly, daily, weekly, consecutive weeks, monthly, and all-time one day record for support tickets solved.• One of two representatives from Central Region to earn promotion in less than 1 year based on performance and capabilities; provided second level rider and driver triage support.

Served as a key member of cross-functional Kaizen teams in reviewing, updating, and producing content for company-wide knowledge bases as well as technical documentation. Provided top-level technical and customer support within a virtual call center environment for Amazon Cloud Services, the Kindle product line, and the Amazon.com retail portal. Referred escalated issues to the appropriate teams as needed.• Ranked in the top 99% to 100% for customer feedback among all team members, receiving high level of feedback based on timeliness and quality of responses.• Earned 2 promotions in less than 1 year based on performance and capabilities; additionally received invitation to participate on the above mentioned Kaizen team based on similar criteria.** Additionally served as a Brand Advocate for Amazon.com and M*. In charge of directing, evaluating, and supporting activities to promote key Amazon tools and components, including: customer portal; Kindle tablets; Blackberry smartphones; Logitech devices; and iRobot appliances. Initiated market research studies and generated competitive intelligence reports on product sell-through and customer satisfaction. Conducted retail visits and in-store training.

Initially worked with Baker Hughes as consultant from Kelly Services, earning subsequent FTE offer. Managed and supported the company’s e-commerce/marketing portals and intranet. Administered system access rights to ensure system and portal security. Gathered and analyzed project requirements, produced and uploaded documentation, managed team performance, and coordinated development / testing / troubleshooting / change management activities. Managed user access to Crystal Reports/Infoview. Produced weekly, monthly, and annual metrics.• Served as a primary point of contact for multiple parties, including customers, suppliers, employees from various departments, subject matter experts (SMEs), vendors (including Verizon, Infosys, and eForce), and offshore development/support teams. Recognized across-the-board for level of support and interaction.• Produced and coordinated Knowledge Management documentation (development, updates, signoffs) as well as engineering specifications, suppliers requirements and price books, product data sheets, and multiple knowledge tools. Recommended changes to guidance offering that expedited product market release.• Participated in developing and launching customer/internal application solutions as a member of cross-functional teams; roles included Project Manager/Lead, KM, Test Lead, Tester, and multiple others.• Commended by the Director of Knowledge Management as “one of my best hires ever.” Earned multiple promotions to increasingly responsible positions.

Collaborated with web developers, Marketing and IT teams, and real estate agents as well as external organization Houston Association of Realtors; initiatives included developing new company website, updating content, and addressing/resolving usability issues. Assisted in preparing and submitting weekly open house listings as well as designing newsletters, magazine layouts, marketing postcards, and print advertisements.• Led implementation of marketing portal in a collaborative effort with the print vendor, with the portal facilitating ease in creating and organizing marketing collateral.• Hired as part-time employee and earned full-time position. Subsequently gained independent consulting projects from JDR agents’ referrals.• Updated and maintained Filemaker databases for Department of Research.

Managed primary client support services for the Board of Trustees as well as the offices of the President, Provost, General Counsel, and various Vice Presidents.• Transitioned to support President Emeritus with onboarding of the new President and his administration.

Updated website and moderated community portals and forums. Managed conference registration process. Coordinated member communications. Assisted with list management, member records, and database management.

Provided primary technical support for 300 research faculty and staff members covering various computer issues. Maintained and updated Filemaker databases for the Office of Public Affairs. Assisted faculty with preparing/submitting grant documents.• Managed logistics at the Brown Convention Center for the 2002 Applied Superconductivity Conference.

Designed and maintained library’s FileMaker and imaging servers, databases, and utilization reports; reviewed and tracked agency forms, data and production sheets for accuracy, legibility, completeness and consistency.

Partnered with grade-school educators, responsible for delivery of research-based content and instruction, with emphasis in elementary math and literacy. Assessed student progress; reported on efficacy of instruction modules and content; recommended changes to guidance offering.