Professional History
Employment History
2001 - Present
June 2023 - Present
>1 month
Lead IT Specialist
✔ Working at NASA.
Serves as a Lead Program Analyst, ITIL Change Management Process Manager, supporting the Application and Platform Services (APS) service line within the Office of the Chief Information Officer (OCIO).
Leads the development, implementation, execution, and optimization of the ITIL Change Management practice within APS.
Serves as Team Lead for Service Management, drives consistency in the way APS approaches ITSM, coach and mentor more junior staff in ITIL practices, optimization, and ITSM best practices.
The National Aeronautics and Space Administration is America’s civil space program and the global leader in space exploration. The agency has a diverse workforce of just under 18,000 civil servants, and works with many more U.S. contractors, academia, and international and commercial partners to explore, discover, and expand knowledge for the benefit of humanity.
Jan. 2022 - May 2023
1 year 5 months
Senior Manager,
Client Metrics & Reporting Solutions
✔ In a 9-month period, increased billability/recoverability by >10.7%, exceeding the expected annual target, by streamlining deliverables and positioning the team to absorb new client scope.
✔ Implemented Service-Based Rate (SBR) financial billing providing revenue forecasting and operational insight internally and transparency on consumed services externally.
✔ Collaborated with my leadership team to create a 3-year strategic road map with a wildly important goal (WIG) of Power BI being the solution of choice with several tactical objectives to contribute to this.
- Your Data – Visualized
- Vision: We empower our clients to thrive through streamlined data-based decision making.
- Mission: We deliver advanced business intelligence solutions that provide actionable data, information, and insights to internal and external clients around the world.
✔ After a 3-month 4DX training course, earned the ‘Inspirational Leadership’ Credly badge. “…incorporated leadership practices that inspire teams to achieve success on strategic objectives.”
Handpicked by the Sr. Director to strategically lead a global team of 4 people leaders with 40+ diverse associates supporting 80+ clients.
Incorporating more business focus into the reporting solutions to mature the capabilities of the organization, increasing the value-add the team already provides.
Continuous Learning – As a Unisys University (UU) “Learning Champion”, attend strategic discussions, help to design and be a catalyst for future programs, and implement best practices.
Operational Leadership – Focus on Continual Improvement around Reporting transitions and operations, and as a practice/process owner, focus on Measurement & Reporting global best practice standards.
Unisys (UNited, Information, SYStems) Corporation, a Fortune 1000 global company, is grounded in its core beliefs (curiosity, creativity, client-centricity, integrity, & inclusivity) to deliver advanced IT, high-performance, security-centric solutions to empower clients to thrive.
Oct. 2018 - Jan. 2022
3 years, 4 months
Senior Manager,
Service Management Office (SMO)
✔ In support of the new ITIL 4 framework and SMO strategic direction, I was the first Service Manager to achieve the ITIL 4 Managing Professional certification (from ITILv3 Expert).
✔ Strategic Execution – Led and contributed to the design and authoring of solution architecture artifacts for 3 distinct service offerings: SMO, SIAM, and SM Maturity Assessment.
✔ Founded a Community of Practice for diverse SMEs to share and teach about operational excellence with an audience of global cross-functional teams monthly.
✔ Authored 25+ ITIL 4-centric documents (policy, practice/process, reference, template, workflow) and trained and provided operational guidance to the SMO on the implementation of ITIL 4 best practices for service delivery, replacing ITILv3.
✔ Partnered with Client Reporting and built an enterprise level SLA (Service Level Agreements) and KPI (Key Performance Indicators) consolidated dashboard to eliminate manual SLA reports and allow for proactive monitoring while also streamlining the exception and justification process.
Worked with multiple cross-functional organizations (245+ associates), advancing the service delivery maturity and ensuring strategic alignment in regards to processes, ServiceNow ITSM tools, and the Power BI reporting application.
As a practice/process owner, focused on Continual Improvement around Service Management Office (SMO) operations including Change, Incident, Major Incident, Measurement & Reporting, Problem, Service Request, and Service Level Management global best practice standards.
Unisys Corporation is a global Fortune 1000 company that solves complex IT challenges at the intersection of modern & mission critical. We build high performance, security-centric solutions for the most digitally demanding businesses & governments on Earth.
Feb. 2017 - Aug. 2018
1 year, 7 months
Senior Project Manager,
Implementations
✔ “Best conversion [project] we have ever experienced.” – Client. Launched an on-time $2.1M TCV application project by leading a cross-functional team of 20+ members amongst multiple companies.
✔ Culture – Instigated a new, fun weekly trend ‘High-5 Thursday’ (#Hi5Thurs), bringing excitement to the team.
✔ Influential – Won leadership buy-in after presenting the PMI3 proposal to introduce a standard project management framework after leading a brainstorming session utilizing an Affinity Diagram.
✔ Creative Problem Solving – Chartered & spearheaded the PMI3 project to improve 64 processes by utilizing a Prioritization Matrix with solutions, impact, urgency, priority, and level of effort. Read More.
Managed simultaneous projects varying in size and complexity at different phases of the project lifecycle; implementing solutions using a hybrid methodology in a fast-paced environment.
Led shared internal, client, vendor cross-functional teams in a matrix environment, to meet milestones and provide technical solutions to business problems.
Collaborated with all levels of management and stakeholders to ensure the strategic goals, objectives, needs, and vision of the digital experience is planned and delivered while providing a smooth transition.
Alkami Technology is focused on changing ordinary online and mobile banking into something of tremendous value for both the financial institution and their customers and members. Their sole focus is providing the ultimate digital banking solution to banks and credit unions. They accomplish this by focusing on the four key elements of our business: Build, Sell, Install, Support. It is only when all four of these elements work together that they are able to “transform lead to gold”.
Mar. 2014 - Feb. 2017
3 years
Senior IT Service Manager,
Operations
✔ Resource Management – Reduced IT Service Manager and Quality Manager time and cost by 50% by improving the efficiency of manual KPI reporting metrics allowing the QM to have a greater scope of other responsibilities. Read more.
✔ Optimization – Improved efficiency by 80% through automation of reporting metrics by leading application and integration teams allowing the ITSM to focus on road-map and client strategy improvement opportunities. Read more.
✔ Collaboration & Optimization – Led the effort for optimizing the Request workflows, consolidating them by 63%, enhancing customer experience and increasing service delivery speed.
✔ Tactical Thought Leadership – Designed an SLA/KPI dashboard to access 60+ customers allowing the leveraged delivery teams (400+ individuals) to better prioritize.
IT Service Management
- Oversight of service delivery processes and ITIL best practices—incident, problem, request, change, service level, knowledge, configuration management—to align with the roadmap.
- Worked within all ITIL lifecycles: Strategy, Design, Transitions, Operations, Continual Service Improvement.
- Compiled, analyzed, and reported statistical data and trends monthly relating to service level compliance and operational effectiveness. Researched and elaborated abnormalities and suggested improvement opportunities.
Project Management
- Led the implementation of ITSM by collaborating with 25 Managers to define and, establish best practices.
- Chartered and spearhead a 2-year, 2-phase, ISO:27001 reporting metrics improvement project.
NTT Data Services, formerly Dell Services; formerly Perot Systems, partners with clients to navigate the modern complexities of business and technology, delivering the insights, solutions, and outcomes that matter most. They’re a top 10 global IT services and consulting provider that wraps deep industry expertise around a comprehensive portfolio of infrastructure, applications and business process services.
May 2011 - Mar. 2014
2 years, 11 months
IT Service Manager,
Transitions
✔ Results Driven – Achieved Quarterly Rewards and Recognition Award for leading a standardized framework project, improving processes allowing for streamlined timelines and more consistency by authoring over 50 ITIL and Project Management guidelines, processes, procedures, templates, and controls. Read more.
✔ Strategic Planning – Nominated for Annual Dell Champion Award in recognition of developing new strategies and leading teams to deliver a successful application project after assuming leadership for a struggling healthcare client.
✔ Process Improvement – Optimized and reduced workflows by 75% (1k+ to 248) leading cross-functional teams in a Business Process Management System (BPMS) Agile project decreasing client frustration and increasing ease of use. Read more.
Management and Leadership – Led shared, internal and external cross-functional teams in a matrix environment, ensuring financial and human resource needs were aligned with the objectives and goals.
Relationship and Stakeholder Management – Consulted with stakeholders on creation and refinement of ITIL (incident, problem, request, change, service level, knowledge, configuration management) transformational direction aligning with strategy, objectives, and goals.
Project and Program Management – Managed concurrent projects varying in size and complexity implementing applications and ITIL best practices to increase IT performance supporting the business.
In the IT Services and Consulting industry, Dell Services (now NTT Data Services), a Fortune 50 company, partnered with clients to navigate the modern complexities of business and technology.
Jan. 2010 - May 2011
1 years, 5 months
IRA Specialist
✔ Knowledge Management – Successful in improving efficiency by authoring and updating SOPs and KBAs.
✔ Volunteering – Presented Community Reinvestment Act money management seminars to make a positive impact on the general public and Jr. High Avid classes.
Department – Deposit Services; internal facing.
Performed quality review and assurance for deposit contracts and system entries, with a focus on IRAs.
Assisted retail banking representatives with deposit and IRA questions, procedures, and assistance to customers.
Participated in financial software system release projects to test and validate data and new and existing functionality.
ViewPoint Bank was a commercially oriented, North Texas community bank serving local entrepreneurs, businesses, and families for more than 60 years. They’re one of the largest locally based banks in the D/FW area. They believe in their customers. Their goals. Their dreams. Their ambitions for tomorrow. And since 1952, they’ve been doing whatever it takes to support them as they advance in business and life. They are now Legacy Texas Bank and formerly Community Credit Union.
Sept. 2007 - Jan. 2010
2 years, 5 months
Senior Personal Banker
✔ Knowledge Management – Successful in improving efficiency by authoring and updating SOPs and KBAs.
✔ Process Improvement – Achieved a reduction in errors for new accounts and loans after analyzing existing data and trends, then implementing new workflow processes and checks and balances.
✔ Mentorship – Certified Personal Banker Mentor per the nomination of the Regional Vice President training and coaching for new Personal Bankers throughout the eastern region.
✔ Volunteering – Presented Community Reinvestment Act money management seminars to make a positive impact on the general public and Jr. High Avid classes.
✔ Sales – Produced 147% of account, loan, and money goals on a monthly average.
✔ Project Management – Selected as one of the few Personal Banking subject matter expert (SME) to assist in the procurement and testing of a new lending application.
Department – Retail Banking; client facing.
Going above and beyond, performed managerial functions including reports, retentions, and branch and teller auditing.
Established, retained, and deepened relationships with existing customers and new customers.
Identified and anticipated customer needs to match and recommend products and/or services to fulfill those needs.
Managed customer contacts to provide a high level of customer satisfaction.
Opened deposit accounts, took loan applications, closed on loans, responded to customer requests, and resolved issues.
When applicable, cross-sold products and/or services, including referrals to other areas of the bank.
Consulted, tested, and validated data and functionality on financial software system release projects.
ViewPoint Bank was a commercially oriented, North Texas community bank serving local entrepreneurs, businesses, and families for more than 60 years. They’re one of the largest locally based banks in the D/FW area. They believe in their customers. Their goals. Their dreams. Their ambitions for tomorrow. And since 1952, they’ve been doing whatever it takes to support them as they advance in business and life. They are now Legacy Texas Bank and formerly Community Credit Union.
Jan. 2007 - Aug. 2007
8 months
Manager,
Business Development
✔ Grew the sales pipeline from $0 to nearly $500,000 by reviewing and contacting current customers and cold calling prospects within the same industries.
✔ Closed 43 sales.
✔ Implemented and managed a new marketing project for current products and services.
✔ Developed a new sales strategy for new automatic identification and data collection equipment and solutions.
Department – Business Development / Sales; client facing.
Managed business development in the Dallas/Ft. Worth (D/FW) Texas region.
Consulted and advised organizations to increase efficiency, manage, and reduce operational expenses related to mobile computing, inventory control, data collection, and auto-identification.
Conducted meetings, training, and demonstrations with customers and prospects.
Performed cost and needs analysis, return on investment (ROI), implementation scheduling.
Allied Integrated Services (AIS) is a value-added reseller (VAR) of automatic identification and data capture (AIDC) integrated solutions; hardware, software, remedial onsite, and depot services and supplies. There was a focus on utilizing barcode, and RFID (Radio Frequency Identification).
Aug. 2006 - Jan. 2007
6 months
Account Executive
✔ Built the prospecting pipeline from $0 to $383,531 within a 6-month time-frame by reviewing and contacting current customers and cold calling prospects within the same industries.
Department – Business Development / Sales; client facing.
Consult and advise organizations increase efficiency, manage, and reduce operational expenses related to document management, document output, and managed IT services.
Consulted with all necessary stakeholders to gather information and understand the pain points.
Communicated with customers and prospects about document management and office equipment to enhance productivity and streamline processes.
Conducted meetings, training, and demonstrations with customers and prospects.
Delivered cost, workflow, and needs analysis prior to implementing the desired solution.
Configured the equipment based on customer’s needs, proposal, and implementation of the solution.
Technifax Office Solutions (TOS) is within the office solutions industry servicing the document imaging and information technology needs of Texas.
May 2005 - Aug. 2006
1 year, 4 months
Manager,
Department
✔ Served the department to perform better than the store trend on turnover rate, 0% full-time and decreased part-time from 67% to 33%.
✔ Managed a security tag project and increased department compliance to 92% (passing).
✔ The team increased annual departmental sales by 2.2%.
✔ Improved workflow efficiency, customer experience, and product placement through project management.
Department – Women’s Clothing / Sales; customer facing.
Led approximately 10 team members.
Served as Executive on Duty with opening and closing responsibilities.
Trained, developed, and conducted reviews of associates.
Assisted HR in interviewing and staffing.
Processed and merchandised new products, assured signage, and markdowns were accurate and complete.
Performed audits on vault, change box, and registers for any possible overage or shortage issues.
Assisted cash office and point-of-sale (POS) cash registers for cash flow.
Communicated with management and associates to assure merchandise and customer needs were met.
Handled and rectified any customer concerns and/or issues.
Foley’s was a chain of department stores owned by May Department Stores and headquartered in Houston, Texas.
Mar. 2004 - May 2005
1 year, 3 months
Service Desk Analyst
Department – Technical Service Desk; client facing.
Technical support for six healthcare accounts, using clinical and financial applications such as Microsoft Office, STAR, IDX, Meditech, AS400, and Groupwise.
Utilized a customized version of BMC Remedy Action Request System (ARS) for incident and request management; helped meet account service level agreements (SLAs).
Using knowledge management, created and updated knowledge base articles (KBAs).
Troubleshot PC hardware and software.
Effectively communicate and guide end-users through troubleshooting and the repair processes.
If need be, escalated and communicated to Tier 2 support.
Acted as a point-of-contact with the on-site technicians.
Received HIPAA (Health Insurance Portability and Accountability Act) compliance training.
Perot Systems Corporation (PSC) was an information technology services provider founded in 1988 by a group of investors led by Ross Perot and based in Plano, Texas. In 2009, it became Dell Services and in 2016, it became NTT Data Services.
July 2001 - Feb. 2004
2 years, 8 months
Manager, Departments
✔ Received the district’s Department Manager of the Month award for training district counterparts and upper management on new fill-in procedure and system.
✔ The Merchandise Processing Manager position was eliminated in May 2002 and the roles and responsibilities were added to the role, Logistic Department Manager.
✔ The Store Control Lead position was eliminated in May 2003 and the roles and responsibilities were added to to the role, Logistics Department Manager.
✔ Successfully led a project to decrease the overall inventory error rate and maintained the new rate for the store.
✔ Led a diverse team of individuals to improve workflow efficiency and inventory accuracy by mentoring and enhancing knowledge set and by performing regular audits to continuously improve.
✔ Successfully managed projects to increase productivity & efficiency with back-stock inventory, floor fill-in, and product placement.
Department – Logistics, Merchandise Processing, Store Control; customer and internal facing.
Trained, developed, and conducted reviews with team members. Assisted HR in interviewing and staffing.
Analyzed weekly logistical reports in regards to overall inventory and back-stock error rate for the store.
Assisted other department managers with sales floor move projects.
Visual Assistant and the back-up for the Visual Manager.
Provided Asset Protection back-up as needed.
Prepared and led the annual inventory audit for the store.
Oversaw and participated in the trailer unloads and floor product fill-in.
Managed approximately 15 team members.
Served as Executive on Duty with store opening and closing responsibilities.
Mervyn’s was an American middle scale department store chain based in Hayward, California, and was a division of the Target Corporation. It was similar to Kohl’s and Belk.
Internship History
2000 - 2005
Sept. 2003 - May 2005
1 years, 9 months
Student Assistant
Department – Commercial Music.
MIDI lab technical support; troubleshot any problems, concerns or issues.
Assisted students with projects.
Assisted in setup and execution of live concerts and performances.
Recorded and mixed music using ProTools.
Since offering its first classes at area high schools in 1985, Collin (County Community) College has expanded to serve about 53,000 credit and continuing education students each year. The only public college in the county, the college offers more than 100 degrees and certificates in a wide range of disciplines.
Aug. 2000 - May 2001
10 months
Desktop Support
Department – Technology.
PC site support: troubleshooting, repairs, maintenance.
Wylie High School (WHS) was founded in 1905, with the current building opening in 1996. The home of That Wylie Band, Pirates, Lady Pirates, and many other award-winning student groups. The inventors of the Legendary AHMO!
Volunteer History
1999 - Present
I not only strive to be a servant leader at work, but in my community as well, through volunteer efforts or raising awareness.
June 2005 - July 2016
11 years, 2 months
Pyro-Technician
Assistant
Rack, shell, and module deployment.
E-Match wiring.
Audio set up.
Physical security.
Catalyst Pyrotechnics specializes in pyro-musical firework show for Independence Day (week). This a privately funded fireworks celebration in Burnett, TX. Invitations extended to Wounded Warriors at San Antonio VA Healthcare.
Aug. 2016 – July 2017
1 year
Guest Experience & Operations
Wednesday night Student Ministry Leader for Middle and High School Student services.
2017 Women’s Conference.
We live to see those far from God cross the line of faith in Jesus and move closer to the center of God’s will for their lives! In our experience, it’s the best way to live at peace with the people and the world around us. People matter to God, so they matter to us. Love, Connect, Grow, Serve.
Sept. 2014 – Sept. 2017
3 years, 1 month
Fundraiser
Raise money and awareness for Children’s Miracle Network.
Once a year; 24-hour game marathon
Extra Life unites thousands of gamers around the world to play games in support of their local Children’s Miracle Network Hospital. Since its inception in 2008, Extra Life has raised more than $40 million for sick and injured kids.
May 2009 – May 2011
2 years, 1 month
Public Speaker
CRA (Community Reinvestment Act) money management seminars and presentations.
General public and Jr. High Avid classes.
ViewPoint Bank was a commercially oriented, North Texas community bank serving local entrepreneurs, businesses, and families for more than 60 years. They’re one of the largest locally based banks in the D/FW area. They believe in their customers. Their goals. Their dreams. Their ambitions for tomorrow. And since 1952, they’ve been doing whatever it takes to support them as they advance in business and life. They are now Legacy Texas Bank and formerly Community Credit Union.
Jan. 1999 – Dec. 2000
2 years
Youth Leader
Church Leadership Group.
Church Youth Band, bassist.
First Baptist Church (FBC), Wylie is a community of believers with something for everyone. Here you will discover a warm group of real people dedicated to following our Lord and Savior, Jesus Christ.