Oversee the day-to-day processes of projects for the xLoB team, product selection for projects, ordering, and logistics.PO request for vendor services and requisitions.Process improvement. Document custodian and document control systems including document ingestion, transfers, export, and delivery, and reporting.Review and suggest improvements for system operations.Provide updates on project outcomes to xLoB project managers, Dell partners, and customers.

Program Administrator for the Commercial Client Business Unit - Commercial Product Marketing xLoB Team. Management of Programs and Event execution for the CCBU and associated global teams. Internal process development and improvement across all CCBU programs.

Dell Project Manager for Seton Family of Hospitals managing multiple projects on time and under budget.• Project manager for the deployment of a new version of Seton’s single sign-on solution at all major Seton Hospitals in Austin and surrounding areas. This includes purchasing WYSE thin client devices and RFID readers for all sites, deployment planning and scheduling budget tracking and management of the deployment team.• Project Coordinator for Symphony, Cut-over planning and execution. Managed a team of 6 software consultants developing the plan and execution of the migration of multiple applications from Seton local management to Ascension National management.

Support of computer and peripheral project installation, and troubleshooting, refresh/reimaging of assets for multiple clinical and professional staff at several regional hospital environment with emphasis on serving the customer’s needs.Extensive use of directory services AD/LDAP and remote access tools for troubleshooting and installation of software requests at Seton managed sites. Extensive experience in the IT help desk environment with emphasis on serving the customer’s needs as well as project planning and implementation. Extensive experience providing full support for all platforms and Operating Systems, hardware, and software as well as Blackberry, iOS and other mobile devices in an enterprise environment.Oversaw Email migration from Seton management to Ascension Health as the Lead Desktop Analyst supervising 15 desktop support technicians for 15,000 end users for the Seton Network including 500 Blackberry users.Project lead for the planning and build-out of the network infrastructure and servers, adding Seton Smithville Regional Hospital to the Seton Network deploying over 320 new assets (PCs, laptops, network printers, Cisco Phones, etc.)Lead Project Desktop Analyst supervising 30 support technicians for the Seton AD migration to Ascension Health for 15,000 end users for the Seton Network including applications, email, Databases and multiple platform mobile devices.

Support of computer and peripheral project installation, and troubleshooting, refresh/reimaging of assets for multiple clinical and professional staff at several regional hospital environment with emphasis on serving the customer’s needs.Extensive use of directory services AD/LDAP and remote access tools for troubleshooting and installation of software requests at Seton managed sites. Extensive experience in the IT help desk environment with emphasis on serving the customer’s needs as well as project planning and implementation. Extensive experience providing full support for all platforms and Operating Systems, hardware, and software as well as Blackberry, iOS and other mobile devices in an enterprise environment.

Provided support for enterprise-level companies who subscribe to Microsoft "Office 365" cloud services. Provided technical support and administration for Exchange, Active Directory, Sharepoint and OCS in a multi-forested, Microsoft managed environment consisting of over 50 global corporations, serving 1.3 million end users.Support included Exchange related services, mailbox moves, recoveries, file restores, calendar issues and permissions, SharePoint escalations, BlackBerry activations, and trouble shooting.These goals and task are met using monitoring tools such as, System Center Operations Manager and Power Shell.Support of 50 worldwide companies with over 1.3 million users including Coca-Cola, McDonalds, American Express, The Home Depot, Glaxo Smith Kline, Maersk etc.95% of the support worldwide in approximately 8 languages.Support of Customer ticketing systems such as Remedy, Zen desk, etc.

Development and implementation of Help Portal, Help topics for iJango web portal, and the EOS browser. Responsible for taking incoming calls from members, giving help desk support using the iJango web portal, troubleshooting computer, browser, and internet issues. Managed the development of a Help Portal for users to self diagnose and support their issues before calling for extended support for the iJango web portal and EOS browser.Developed in-house help file for help desk to aid in resolution of user issues in a timely manner.Supported team members with technical expertise, and answers to tough questions as they arose.

Implementations of property repositioning pro forma and process for a 240 unit class A property in Austin, TX. Vetting and selection of vendors and contractors via bidding process and test units. Set up locations and process for inventory management and disposal. Ordered and managed inventory for selected units. Set up repositioning schedule to afford 4 day turn process for all designated units. Review of contracts prepared by CPM and RM. Reviewed budget for repositioning and each individual cost schedule. Set quality control check points and procedures. Established initial test on vacant units for marketing enhancements and vetting process. Revised specifications /products determined from the test process. Replaced unsatisfactory contractors based on performance. Established Turn schedule, Cost vs. Budget, Purchase Order, Invoice and Process tracking data sheets.Key Achievements: Stabilized a poorly planned and executed repositioning project by putting in place Turn schedule with clearly defined processes and check points to assure the smoothest possible turn processSet up vendor/contractor vetting and selection process with performance and standards check list.Redefined upgrade package streamlining the ordering process and saving an average of $1500 per unit while maintaining the desired level of added value to the property.

Designed and developed corporate websites and web-based applications for both Fortune 500 and small companies.Designed screen mock-ups to identify flows and achieve sign-off on look and feel. Combination of HTML/CSS design and layout delivered to application developers to include JSP scripting and tags for functionality.Developed robust site designs within accelerated schedule for Fannie Mae; On-time and in-budget delivery. Filled a critical need to design print media collateral such as corporate logos/letterhead, business documents

Direct management of three properties and assets totaling 99 units. Targeted marketing for prospecting, execute all leasing activities, supervision of vendors, contractors and service providers. Handled all reporting, rent increases, late payments, collections, scheduling tenant move-ins/move-outs. Inspection of all remodel, repair, and turnover work to ensure completion to corporate and legal standards.“[Mark] has practically raised the quality of living in the building to that of a luxury apartment building...[he] has given so much effort and won over all the residents to actually take pride in their building. Bravo.” P.W. . The Zephyr, Washington DC

Hardware and software problems, ticket creation and dispatch. Worked with Identity Management for devices on the FOX network. Used SMS remote tools to trouble shoot issues on client's computers. Performed account maintenance and maintained an Active Directory database. Worked closely with network technicians to resolve server/infrastructure issues/outages. Handle incoming service calls from FOX employee's including management, directors, actors, security and other IT departments for trouble shooting network (including Citrix and VPN issues).Identified and bought into the Identity Management system more than 400 previously unidentified or accounted for devices and hardware.Instituted a triage system that brought on-site service calls down from 65% to 12% in a 3 month span

Responsible for Hardware and software problem resolution, ticket creation and dispatch. Used SMS remote tools to troubleshoot issues on client's computers and performed account maintenance using an Active Directory database.Worked with Identity Management for the user's credentials and objects/devices on the GGP network. Handled incoming calls from GGP Mall employees/management as well as contractors for network troubleshooting and issue resolution. Brought lagging GGP properties up to pro forma for hardware, software and security standards using Identity Management tools and SMS procedures.

Trouble ticket creation and dispatch to multiple contract companies for on-site service requests and desk side support. Performed account maintenance via LDAP and Active Directory databases. Used Remote Desktop and SMS remote tools to troubleshoot issues on client's computers. Use of Identity Management for user's credentials, and entities such as offices or groups, and devices within CPS. Handled problem-reports from teachers, administrators, staff and contractors for a wide variety of issues: Network, hardware, and software problems - MS-Office, MS-Outlook and other CPS supported software.Part of the team responsible for the roll-out of intranet web site resulting in the streamlining of user account maintenance, allowing users to update their information as they moved within the CPS system.

Handled incoming calls from customers, creating and resolving tickets, and troubleshooting issues related to viruses, spyware / adware and other internet related issues. Responsible for educating customers on the importance of keeping their computer software, virus software up to date and general PC knowledge. Detailed guidance of customers through virus, spyware, and adware clean up and other software installations.

Designed the graphical interface for an intranet-based tool used to manage products and product contents for a large insurance company. Screen mock-ups were used to establish the general layout and flow through the tool, and HTML/CSS was used to render final customer-approved screens for hand-off to developers for server-side coding. The design focused on facilitating immediate, intuitive access to products, display of the major selling points of a particular product, and ease-of-use in downloading the forms, software, and sales material. Robust page designs allowed rapid changes during User Acceptance Test to align with client requestsRefreshed extranet web-site in order to bring look-and-feel in line with the new functionality being addedDelivered streamlined interface to an area which had historically been considered complex

AI-Intelligent Work Management (IWM) patented AI driven facilities managment and scheduling software. UI design and Web Interface / Web Site Development Senior interactive web designer using Information Architecture & web design skills as part of team to develop highly functional web applications. Areas of responsibility were multiple in this fast-paced startup environment: Graphic designer, web developer, Crystal report developer, database admin.• Designed and developed website • Redesign of the company logo and other corporate collateral• Standardized the development of icons for use in product application and web use. Oversaw the planning and development of GUI design and layout for use with product applications• Implementation of JSP in layout generation for browser-based GUI screens• Design and development of reports using an Oracle database, EZSQL and Crystal Reports• Roll-out of Apache web server for publication of reports, archives and current builds

Maintained system stability and completed Nightly Job Production/System Monitoring on an IBM Mainframe running JCL on a MVS system maintaining the A.I.S.D. school records for printing report cards and other M.I.S. related materials using Xerox high-speed printers. Provided mainframe support and ensured minimal down time of the system as well as help desk support for 16 M.I.S.operations area desktop machines.

Maintained mainframe operations and completed daily job production/system monitoring on DEC mainframes. Operating systems include SYBASE on an open VMS system supporting the "Lone Star card" Texas welfare benefits system the Texas Parks and Wildlife hunting and fishing licensing system and the Illinois "Link Card" Illinois welfare system. Provided Mainframe Support for Lone Star card, Link Card, and Texas Parks and Wildlife systems in emergency situations providing for a 99% operational time for all systems. Processed daily printing runs of reports for operations and executive purposes.Primary help desk support for 250 desktop PCs, printers and other hardware.Inventory manager for the operations departmentCertifications: A+ Certified, Crystal Reports 8.5 Certified, Unisys Support Technician CertifiedLanguages: HTML, UNIX Shell scripting, SYBASE, OpenVMS, JCL, MVS, SQL JSPApplications: Peregrine Service Center and Knowlix, Remote Desktop, SMS, Citrix, Novell Netware/ Zen works, Microsoft Server 2000, Microsoft Server 2003, Microsoft SQL server, Client for Microsoft Networks, Microsoft Office suite, Cygwin, Apache Server, Crystal Reports, Corel Draw/Adobe Illustrator, Adobe Photoshop & Image Ready, Flash, Adobe Acrobat Reader/Writer, Macromedia Dreamweaver, Light Wave 5, Netware Chameleon, EZSQL, CVSOperating Systems: Windows 7/Vista/XP/2000/NT, OS2 Warp, Mac O/S, UNIX, Open VMS, Database: SQL, MS Access, OracleHardware: DEC, IBM, HP, Sun SPARC work stations, Linksys routers, Linksys hubs, Cisco Routers, Power Mac, 35mm and Digital Cameras, HP Scanners, HP Printers/MFDs, Xerox High Speed Printers/MFDs, Blackberry; Fi and VoIP phones.