I’m pleased to share news of my promotion to Senior Director of Technology & Reporting Services. I have been a part of this amazing organization for just over 5 years. I cannot think of another place I would rather work.Over the past year, I have been heavily involved in many enhancements which have further strengthened our infrastructure for PCI, PHI, HIPAA, FERPA compliance.Along with increased security and compliance responsibilities, I will continue to lead the organization's technology and reporting services teams, under the direction of my boss, our Chief Operating Officer.

Under direction from Chief Operating Officer, lead a team of experts in providing technical support and reporting capability for all members of the University of New Mexico Foundation organization. Our goal is assist in achieving the organization's mission:The UNM Foundation’s mission is to promote excellence at the University of New Mexico by raising, investing and managing private gifts through the cultivation of long-term partnerships with donors and matching their interests to the University’s priorities.

Under direction from Chief Operating Officer, lead a team of experts in providing technical support and reporting capability for all members of the University of New Mexico Foundation organization. Our goal is assist in achieving the organization's mission:The UNM Foundation’s mission is to promote excellence at the University of New Mexico by raising, investing and managing private gifts through the cultivation of long-term partnerships with donors and matching their interests to the University’s priorities.

Welcome to Reboot IT Now! With a focus on small business organizations in Albuquerque, we'll provide your office location with personalized onsite and remote desktop and server support, training, and overall maintenance. In addition, we can help develop an approach for managing your organization's technical infrastructure and operations.Visit www.rebootitnow.com and learn about flexible onsite IT support services available.

• Manage diverse resources in providing internal and external business functional and technical support for various corporate finance applications in support of Gap Inc.’s retail business.• Act as key IT liaison between shared services’ business partners and various Gap, Covansys/CSC, Infosys, IBM, and other vendors in managing communications for change-, issue-, and vendor-management operations areas.• Responsible for disaster recovery IT coordination for shared services population of over 350 business partners across Payables, Revenue, and Inventory functions.• Incident management, problem management, and SLA metrics reporting for vendor activities including: acknowledgement, response, resolution, root-cause analysis, aging, and other requirements.• Represent remote site of 350+ business partners during infrastructure and corporate system outages toward situation and outage communication management.• Guide transition-to-support activities for Oracle R12 upgrade/implementation and other finance/corporate systems applications.• Coordinate with multi-team/-vendors, as Customer Relationship Manager, to resolve complex production support issues, perform escalation, incident, and problem management.• Developed processes toward improvement of customer-facing IT support and incident management, resulted in increased perception of IT and adherence to all aspects of agreed-upon service levels.• Manage User Acceptance Testing activities for Oracle application data-fix and resolutions through test environments to production.

• Established new IT support team of technical analysts and oversaw new facility implementation. • Worked with construction manager, facilities engineer, and vendors of voice/data cabling, furniture, and electrical, and various Corporate IT groups to build site, from an IT perspective, from scratch to go-live status – and continue doing so for ongoing changes to the environment. • Direct and manage responsive IT support team of 8 experienced MSCE/A+/Dell Certified technical analysts over 21/6 schedule and on-call support during non-business hours.• Oversee delivery of desktop and network hardware/software support to 800+ users including: configuration, installation, and support of Dell laptops, PCs, and servers, HP and Kyocera printers, various software applications and peripherals; maintain inventory and asset management; produce adequate systems and network documentation; manage backup and recovery process; provide liaison support for external vendors and various Corporate IT groups; follow change control processes and coordinate after-hours activities. • Develop, implement, and manage IT support processes, service level agreements, and administer Corporate IT projects, procedures, and policies at the local level. Act as the bridge between customer (on-site business) and Corporate IT: allow customers a single IT point of contact.• Manage relationships with Corporate IT support groups (desktop development, server, network, telecom, change management, application development and support, security, help desk, procurement) and external vendors (voice/data cabling, hardware maintenance, application contractors) to enhance on-site group’s delivery of services.• Succesful in IT and business/customer relationship management to best understand business processes and initiatives and, in turn, implement preventive maintenance activities, measure/improve IT support performance and customer service levels; manage IT outage and escalation process.

• Contracted with EDS to migrate several Social Security Administration (SSA) TeleService Centers in Albuquerque, St. Louis, Chicago, and San Juan, Puerto Rico from Rockwell’s to Aspect’s ACD system. • Acted as onsite manager, at new construction site for new SSA building in Albuquerque. Managed and documented all project and installation activities of voice/data cabling vendors. • Worked closely with SSA and EDS management and vendors to maintain call center services in both locations during new building opening and transition of equipment and employees.

Manager of End User Computing• Managed 8 analysts and 2 team leaders (hardware/software and help desk support) in providing exceptional desktop support for 700+ local and remote client customers in U.S., Canada, and Mexico. • Developed/managed $615K department and co-developed/-managed a $7.2M consolidated IT budgets. • Chaired a cross-company desktop committee and was a member of LAN/WAN committee both designed to identify opportunities for corporate-wide collaboration, synergies, and interoperability of IT systems/ services. Organized client committee to develop a Service Level Agreement, which was Intranet published.• Highlights and Accomplishments: Managed 30% staff reduction via attrition without decrease in service quality or offering ▪ expanded help desk hours to meet client needs with existing staff ▪ led client migration from GroupWise to Lotus Notes Mail ▪ led client implementation of SAP 3.1 and subsequent upgrade to 4.6 ▪ participated in a dial-up solution study ▪ upgraded GWI Help! to include asset management and knowledgebase modules ▪ managed hardware lease relationship ▪ evaluated and introduced handheld devices to sales, marketing, and business development ▪ managed team transition to a shared services support model and developed communication plan ▪ assisted Team Leaders in leading, motivating, and coaching analysts ▪ led Y2K project ▪ received formal team recognition from many customers – including the company President.  Team Leader 01/1997 – 02/1998 • Managed 4 analysts in providing help desk and desktop support to 600+ local/remote users. • Led company-wide projects migrating clients from Windows 3.1 to 95 and Office 4.3 to 97. • Was asked to join our GATX Rail subsidiary. Promoted to Manager 3 months later. Client Support Analyst 10/1996 – 12/1996 • Provided hardware/software desktop support for GATX Rail’s 500+ internal/remote users. • Promoted to Team Leader 2 months after starting with the company.

• Provided technical support, including product recommendation for 650+ users.• Developed end-user documentation and provided training to various end-users.• Acted as on-site IT support person for Cancer Research Center.• Installed Novell Netware 4.0 server for hospital’s Trauma department.

• Assisted in planning and coordination of company’s presence at Telecom '95 event in Geneva, Switzerland. • Developed Access database for international communications and developed proposal for internet site. • Spent one month in Geneva, Switzerland serving as host, onsite event coordinator, and activity planner for international visitors. • Formerly known as Ameritech/Ameritech International in Chicago, Illinois.

Assistant Programmer/Analyst 07/1994 – 03/1995 Aetna Health Plans – Chicago, Illinois• Using Access, provided programming, analytical, and reporting support to senior developer. • Assisted in design, implementation, and maintenance of new databases and reports. Network Administrator/Desktop Support Analyst 08/1992 – 06/1994 Aetna Health Plans – Chicago, Illinois• Managed 4-server, token-ring network using Novell Netware 3.11; provided support to 250+ users. • Responsible for hardware and software evaluation, acquisition, and asset management. • Developed training materials and delivered on-site training for Microsoft, Mac, and IBM products. Computer Analyst 12/1991 – 07/1992 Aetna Life & Casualty – Rocky Hill, Connecticut• Provided 2nd-level support, including hardware/software installations and upgrades for 500+ users. • Was asked to transfer and lead new IT department in Chicago to prepare for site expansion from 60 to 500+ users.System Support Analyst 07/1990 – 11/1991 Aetna Life & Casualty – Middletown, Connecticut• Provided hardware/software desktop support, and backup LAN administration, for 150+ clients. • Published monthly newsletter communicating news on implementations, projects, tips & techniques.