Multi-talented Manager and Educator with 35+ years of experience bringing background in business administration, process improvement, training, and operations leadership. Skilled at stepping into different areas with flexible and resourceful approach. Visionary project and program leader with exceptional problem-solving skills. Successful Consultant promotes aggressive drive toward organizational change through research, optimization and systems development. Experience conferring with employees and management to address problems with internal controls and procedures negatively impacting business operations. Focused on reducing costs, streamlining processes, developing training and mentoring programs to maximizing resource utilization.
Skills
People Skills
Planning & Organizing
Critical Thinking
Good Work Ethic
Student-Centered Learning
Online Class Discussion
Cultural Awareness
Peer Collaboration
Student Engagement
Learning Outcome Alignment
Experience
05/2021 to Current
Management Analyst IVCity Of Houston, Tx – Houston, TX,
Researched and led investigations into various areas to drive improvements and devise new processes.
Led valuation, due diligence and contracting as part of acquisition process.
Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
Motivated and encouraged team members to communicate more openly and constructively with each other.
03/2013 to Current
Adjunct Professor/Part-Time Willis-Knighton Health System – Shreveport, LA,
Implemented different teaching styles to meet needs of diverse student population.
Documented student assignments, attendance and test scores in online reporting systems.
Wrote and filed reports detailing course activities and student progress.
Integrated multimedia technology in classroom instruction for well-rounded and engaging approach to instruction.
03/2020 to 04/2021
Customer Service SpecialistMajor Tool – Indianapolis, IN,
Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
Trained new hires on products and services, best practices and protocols to reduce process gaps.
Improved customer service wait times to mitigate complaints.
Rolled out operational improvements and solutions to deliver top-notch customer service.
Demonstrated excellent communication skills in resolving product and consumer complaints.
Asked probing questions to determine service needs and accurately input information into electronic systems.
08/2018 to 08/2019
IT Technical Support SpecialistCrown Castle Usa Inc – Knoxville, TN,
Provided issue resolution and technical support for Starfish system use.
Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
Walked customers through common phone hardware and software configurations to maximize service functionality.
Assisted customer in understanding products, components and systems using technical demonstration.
Monitored support activity trends to create problem resolution and solution reports.
Troubleshot software issues and worked with service providers to facilitate repairs for end users.
Documented customer complaints and inquiries for use in technical documentation and bug tracking.
10/2012 to 04/2018
Enterprise ArchitectPolar Star Consultants/Tenica LLC – City, STATE,
Developed enterprise solutions for modern systems and legacy applications.
Implemented strategic plans to maintain consistency with government guidelines and industry standards.
Identified, protected and leveraged existing data.
Created and implemented complex business intelligence solutions.
Addressed emergent issues and technical problems by assisting project planning staff with developing action plans and appropriate solutions.
Slashed expenses and increased allocation of available resources by auditing schedule, cost and contract performance.
Met with US government managers to discuss project status and determine action plans.
Extensively researched unfamiliar products and technologies to learn how best to incorporate new options.
03/1998 to 06/2012
Program Manager/Systems EngineerLeidos Corporation/Science Applications Intern'l – City, STATE,
Applied system updates to reduce impact to efficiency and equipment.
Conducted high-level root-cause analysis for service interruptions, establishing preventive measures for future occurrences.
Identified departmental needs and suggested technical direction enhancements.
Supported design and analysis of proposed systems, offering input on suggested performance metrics and more.
Designed training modules implementing strategic business practices and organizational behavior training concepts.
Effectively trained instructors and supervisors on techniques for managing employees.
Assisted with onboarding new employees by conducting orientation and company-wide or job-specific training.
Planned and led training programs on staff development to enhance employee knowledge, engagement, satisfaction and performance.
Determined course objectives and found or wrote course materials to cover topics.
Analyzed each department's training needs and developed new training programs based upon data collected.
Delivered training material to diverse audiences of both blue and white-collar professionals.
Developed new training programs in compliance with company and government standards.
06/1990 to 05/1998
Systems Integrator/Trainer EngineerLockheed Martin/GE Aerospace – City, STATE,
Communicated with clients and coworkers about analysis results.
Designed engineering experiments.
Conducted analyses addressing failure, reliability or yield improvement.
Performed testing to determine functionality or optimization.
Finished projects on time and within budget.
Conferred with technical personnel to prepare designs or operational plans.
Stayed up to date on changing technical processes and needed skills.
Lead multi-faceted courses and specific training modules relating to classified operational areas.
Assessed employee training needs and developed appropriate manuals and materials.
Maintained technical expertise by attending workshops and taking educational courses.
Taught useful operation skills and scheduled routine assessments to prevent system failures or malfunctions.
06/1982 to 05/1990
Officer - CaptainUS Air Force Base – City, STATE,
Satellite and Missile Warning Operations - coordinated and briefed warning to National Command Authorities on missile launches world wide
Chief Missile Warning Training
Space Experimental Programs and Contracts
Reserve Officers Training Corp Instructor
Education and Training
Expected in 05/2010
Ph.D.: Organizational Leadership/IS&T University O Phoenix - Online, GPA:
Expected in 04/2006
Master of Arts: Distance Education University of Phoenix - Online, GPA:
Expected in 05/1986
Master of Arts: Information Systems Management Webster Area High School - St Louis, MO, GPA:
Expected in 06/1982
Bachelor of Science: Education/Biology University of Georgia - Athens, GA GPA:
Accomplishments
Numerous Go Ma'lama cards and Thank you cards from around East Hawaii Region
Negotiated with vendors, saving EHR many thousands of dollars over the last 18 months while brining in credible and qualified software and process improvements across the organization.
Improved delivery of Temperature and Location Asset Tagging by contracting with a state of the art vendor in the technology, realizing overall increase in customer satisfaction and cost efficiency.
Certifications
Project Management Professional, Project Management Institute, 2010 to current
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