- [email protected]
KNOWLEDGE and ABILITIES
·Knowledge of Management principles and practices
·Knowledge of data collection and analysis
·Knowledge of the Project Management Methodology (PMM)
·Ability to prioritize and accomplish tasks in a fast-faced environment
·Ability to communication effectively both orally and in writing
·Ability to establish and maintain effective working relationships with others
·Ability to formulate policies and procedures
·Ability to conduct fact-finding research
·Ability to solve problems and make decisions
·Ability to work independently with sharp attention to detail
Provides customer support for eleven Florida agencies in the Northwood Data Center. Effectively manages the Service Modification process through the project life cycle by placing focus and priority on defining project scope. Prepares and provides weekly status reports with planned completion dates and status of major deliverables and milestones. Successfully executes the 8 processes of Project Management - Scope, Time, Cost, Quality, Human Resource, Communication, Risk and Procurement. Develops project plans and schedules. Effectively runs and facilitates project meetings with customer, including pre-meeting preparations (agendas and calendar invitations) and meeting follow-up (minutes and action items). Creates and delivers customer proposals and cost estimates pertaining to Windows and Linux servers, Network connectivity, SQL, UDB and Oracle database support and IBM mainframe support.
Change and Release Management Administrator
2010 - 2012
Change and Release Management Administrator for the ACCESS Program Office. Project leader, application testing, technical writer and documentation specialist, web services and disaster recovery team leader. Customer service.
Technical and Field Support Specialist
2010 - 2012
Responsible for overseeing statewide deployment of computer hardware and office automation software (asset management). Prepared statistical reports, studies, and research materials for Executive Management related to operational trends and strategic program objectives.
Help Desk Supervisor
2005 - 2010
Managed 15 technical agents and two team leaders in Help Desk operations that supported approximately 250,000 customer requests per year while maintaining a 6% overall abandon rate. In charge of advertising, interviewing, hiring and development of employees. Researched and prepared statistical reports for Executive Management. Supervised Quality Assurance and disaster recovery teams.
Help Desk Team Leader
2003 - 2005
Supervised team of five Help Desk analysts in application, network, mainframe, software and security support for multiple Florida Agencies, Private Providers, and other organizations. Researched and prepared statistical reports for Executive Management.
Application, network, mainframe, software and security support for multiple Florida Agencies, Private Providers, and other organizations. Monitored Florida network backbone and the Governor’s website (myflorida.com).