Responsible for maintaining consistent operations of all technology services across the Texas Regional market.Key highlights • Manage IT Projects• Manage applications and systems, networking, wireless, project management and service desk support.• Work with national, regional, and local teams to proactively analyze, standardize, implement, and support IT solutions and processes in a predictable, sustainable, and repeatable way.• Directly oversee the day-to-day field support services in the region.• Manage external vendors on numerous, concurrent technology projects.• Create detailed technical documentation.• Regularly report to the executive teams on projects and operations.

Engage in accurate diagnosis, processing, assignment and resolution of customer issues in a fast paced environment while attempting to meet organizational deadlines. Answer, process and execute customer service requests for current and new hardware telephony service requirements. Maintain and order new inventory as needed to further support ongoing operations.Reduced turn around time of standard operations by 60% while improving customer experience.Assisted in redesign and implementation of refreshed billing system for UTMB IS. Streamlined processes and workflows of team to better serve customers and departmental needs. Continue to provide ongoing mentor role to Voice Migration Team and supporting in house data collection tool.

Engage in accurate data gathering and consistently engage with customers to oversee large communications projects. Work closely with third-party vendors to acquire needed items in an expedited manner rather than obtaining products from major inventory holding areas and delaying completion timelines. Track all inventory in and out to maintain detailed records.Currently overseeing a major project in Clear Lake where UTMB purchased Bay Area Regional Hospital, a 400-bed facility.Direct processes to get a current telephone system up and operational as head of the migration team, collecting ideas from three to four team members, and quickly resolving issues.Previously converted telephone systems in four other hospitals owned by the company, leading up to 12 staff.Drastically reduced error rates on projects while migrating seven buildings with approximately 300 endpoints each.Designed an MS Excel program to gather data and convert into a billing spreadsheet, and currently engaged in creating a similar program for the call center group to increase efficiency and accuracy. Assisted in creating effective processes utilized in migrating large buildings to updated VoIP phone systems. Train end users on utilizing new telephone hardware, finalize large scale projects with an average of one to two trouble tickets in total, and resolve customer issues in the field for post-project launch support. Review resumes and assist in hiring new team members in addition to coordinating multiple teams in the field.Achieved a rate of only one to five trouble tickets submitted per migrations with ~400 to 600 endpoints, with all repaired within one hour. Recognized for completing all projects within deadline and at/under budget, including during Hurricane Harvey, with average project costs at 10% under budget limits. Set standards and practices for gathering data for migrations to newer phone systems with a 95% to 98% accuracy rating.

Diagnosed and repaired all Apple products, working with up to 50 customers per day. Answered questions from staff, ensured customer needs were met and issues resolved, and delivered comprehensive technical support.Trained new technicians in tasks, and served as an ongoing mentor for experienced technicians, working as an unofficial team leader in the store-front setting inside an Apple store.Created a backup diagnostic system for the technician team, redesigned the workroom to allow for more space and functionality, and reorganized the parts inventory, placing in numerical order to allow for ease in locating each one.Contacted customers to notify when products were ready for pickup, and to answer questions on occasion via phone.Submitted a concept to corporate leadership to redesign customer flow management, adopted a year later in a similar format as a standard operating procedure for the organization.Managed simultaneous technical projects while maintaining a strong customer focus.Achieved top 10% in overall customer satisfaction surveys, and recognized as one of the few technicians would could successfully manage Windows issues. Consistently exceeded Apple’s standards and expectations each year of employment

Provided service on mobile devices, including iPhones, iPads and iPods, directly working with customers. Diagnosed Apple mobile device issues and provided resolution as necessary. Participated in training and ongoing development of new technicians.

Engaged in extensive interaction with customers to determine needs, and matched devices to meet requirements. Informed customers on application and product specifications and use, and demonstrated extensive knowledge of all core Apple products. Led the mentor program for seasoned and new employees.