Microsoft (Securitas) - Redmond, Washington Technology Solutions Manager (January 2011 - Current) Hands-on, result oriented professional with five years of project management related success as a Technology Solutions Manager for Microsoft Cloud Infrastructure and Operations. Demonstrates a unique combination of business, technical, and leadership expertise. Recognized as a dynamic team leader with interpersonal communication skills providing world-class customer service to front-line employees, external vendors, and leadership. Outcomes: Proven track record prioritizing tasks and projects for technology needs and effectively communicate justification with leadership. Continued success managing expectations and resolving business related issues for technical and non-technical teams based in Asia, Europe, and North America.
Dedicated business professional with 10 years of experience managing a full spectrum of business application systems, services, and functions. Extensive experience providing complex business and technical solutions to enhance productivity, improve quality, drive sustained business performance, and maximize revenue potential.
Proven success introducing process improvements, change management, training and development, and staff-development initiatives driving organizational goal attainment. Expert communicator - able to resolve conflicts and negotiate win-win outcomes earning the respect and loyalty from cross functional teams and leadership.
Employee Training & Development
Collaborated in the development of an RFP with a specialist contract center consultant.
Defined business needs and detailed project constraints.
As first point of contact for IT/Change Management, met weekly with different departments, conducted visits and communicated daily with technicians facilitating the change.
Identified critical need for change management.
Devised solution using "front end" and employed helpdesk consultant to establish incident call logging.
Gained a reputation as a problem-solver; diffused potentially volatile situations by directing prompt works and appeasing disgruntled end-users.
Business Systems Analyst II06/2007 to 09/2009 T-MOBILE USA, IncBellevue, Washington
Performed System Administrator responsibilities including administration, maintenance, and tier 1 support.
In addition, acted as Project Manager for migration from MOSS 2007 and SP 2010.
Demonstrate exceptional analysis skills with an ability to transform the needs of end-users and stakeholders into business and functional requirements for business and technology projects.
Partner with business teams to examine and solve business problems by accurately analyzing the needs of the clients to help and achieve improved quality and value.
Responsible for coordinating, tracking, and supporting technology onboarding and offboarding actions for Datacenter Physical Security team members.
Improved MICO purchase order process by spearheading and facilitating recurring meetings to discuss, plan, track, and drive decisions for all MCIO computer equipment purchase orders projects.
Setup, manage, and monitor 270 computer workstations across Asia, Europe and the United States including driving policy & procedure, technical support, and maintaining related reporting for Datacenter Physical Security.
Develop, manage, and lead Security Operations Center technology start-up projects.
Proven ability to effectively communicate with cross functional teams to gather and document requirements to ensure projects are completed on time.
Demonstrate subject matter expertise of software applications, processes, procedures, and best practices by creating manuals and training Consulting, Operations, and Program Support team members resulting in improvements to organization, productivity, and time management skills.
Responsible for mentoring, motivating, and developing Administrative Officer team members by delivering routine technology training.
Executed project management functions including project planning, business requirements, technical design, systems specifications, and project deliverables.
Assessed feedback from project employees and determined project completion date.
Created, documented, and validated acceptance, integration, performance, and regression test plans.
Provided technical support and problem resolution strategies for customers.
Outcomes: Acted as project manager for T-Metrics web based reporting application, which resulted in project completion within allotted time frame and budgetary constraints.
Interacted with business partners concerning project specifications, which resulted in increased satisfaction levels upon completion.
Successfully facilitated and administered customer and employee resolution and mitigation program, resulting in timely responses to customer-services issues, increased business and receivables, and manageable, corrective actions of employees.
Acted as liaison between Information Technology and business customers to communicate business and functional requirements resulting in the successful completion of project milestones.
Specialized in system analysis by collecting, analyzing, and proposing solutions to address business objectives.
Business Systems Analyst08/2006 to 06/2007 T-MOBILE USA, IncBellevue, Washington
Managed operational and business system projects, continuous process improvement, and customer service support, creating overall operations efficiency.
Played a key role in leading presentations Call Center management, training call center representatives, and scheduling and facilitating User Acceptance Testing for Voice over Internet Protocol (VoIP) deployment efforts.
Outcomes: Recognized as Business System Analyst for the Voice Over Internet Protocol Project.
Analyzed and documented business requirements and functional test specifications, leading to streamlined decision-making and process efficiency.
Lead point of contact for reporting end-user modifications to Information Technology, which resulted in successful project implementations.
Lead presenter and trainer for "Voice Over Internet" Protocol deployments, which resulted in increased satisfaction levels and user acceptance.
Created User Manual for Call Center Centralization Project that resulted in more effective understanding and elimination of errors for all stakeholders.
Local Change Manager/Analyst11/2005 to 08/2006 SAFECOSeattle, Washington
Supported corporate-wide projects in the selection, delivery and management of new technology and change management.
Oversaw the actions of teams encompassing web design, technical support, and software development.
Master's of Business Administration (MBA): General Management2010UNIVERSITY OF PHOENIXBellevue, WashingtonGeneral Management
Project Management2008THE GEORGE WASHINGTON UNIVERSITY SCHOOL OF BUSINESSBellevue, WashingtonManaging Projects Project Management
Project Leadership, Management, and Communications Project Management2008THE GEORGE WASHINGTON UNIVERSITY SCHOOL OF BUSINESSBellevue, WashingtonProject Leadership, Management, and Communications Project Management
Bachelor of Science Degree (BS): Communications Profile2003COLLEGE OF SAINT ROSEAlbany, New YorkCommunications Profile
Administrative, Business Development, Call Center, change management, Consulting, clients, customer-services, Customer Service, Database Management, decision-making, delivery, driving, Employee Training, frame, functional, Information Technology, leadership, Managing, Market Research, meetings, mentoring, win, migration, communicator, organizational, Performance Analysis, presenter, presentations, problem resolution, processes, process improvement, Project Management, project planning, quality, Relationship Management, reporting, scheduling, software development, staff-development, Strategic Planning, System Administrator, system analysis, System Analyst, technical support, time management, trainer, VoIP, web design