An accomplished Team Leader, driving high performance IT professional teams in tactical transformations and future-focused results in the IT Infrastructure and Operations sphere. Have a powerful background in Leadership, Problem Management, Customer Service and Innovation. Has the ability to see digital trends and to drive businesses towards innovation
Skills
Complaint resolution
Technical Support
Performance improvement
Key performance indicators
Troubleshooting skills
Technical knowledge
Strategic planning
Predictive modeling
Product development
Gap analysis
HTML and CSS
Project Management
Work History
TECHNICAL TEAM LEAD, 01/2017 - Current Bright Horizons Family Solutons – Salt Lake City, UT,
Enforces and evolve design and development standards; manage assignment of design and development tasks; oversee all technical aspects of project design and implement overall systems architecture; and develop key application components; coordinates administration of SharePoint (Online and On Prem), O365, Azure and AWS ; Governs SharePoint for 1,500 engineers and 300 outside clients.
Kept team on track by assigning and supervising their activities and giving constructive feedback.
Develop Chatbot that saved IT Support hundreds of hours per month by providing self service for easy IT solution in less than 8 weeks.
Launched application to track office visits during Covid 19 in less than month by leading fast paced team of developers using Agile methodology, which allowed business to track 95% of all visits to offices and off site visits.
Deployed to Teams and SharePoint Online.
Facilitated team and cross team virtual team building to build good working relationships during Covid 19.
Removed roadblocks so that team could meet their sprint deadlines by collaborating with other departments in company.
Established and enhanced scalable processes surrounding existing and new technology such as O365 and CRM.
Designed strategic plan for component development practices to support future projects
Identified issues, analyzed information and provided solutions to problems
Assisted company executives during decision-making process by compiling daily reports to suggest corrective action
Analyzed business needs while soliciting customer feedback for process improvements
Evaluated scripts to identify creative strategies and resource needs for effective production
SENIOR PRO SUPPORT/TEAM LEAD SHAREPOINT, 01/2012 - 01/2016 Dell EMC – City, STATE,
Lead technical design sessions for designing and documenting technical solutions that aligned with customer business needs.
Coached and administered 15 employees of SharePoint team while maintaining constant service for over 500 medium to large companies.
Provide estimates of level of effort to implement solutions based on requirements.
Explained new requirements and worked closely with team members for development and testing.
Develop standardization and best practices to continuously improve support process.
Worked successfully with diverse group of business professionals to accomplish goals and address issues related to products and services through applications.
Guided organizational technology strategy and roadmaps
Built, customized and repaired technology based on staff requests
Communicated with executive team and CEO to maximize development efficiencies and resolve technology issues
Oversaw IT department operations and training
Wrote policy, procedure and manuals governing internal IT use
Coordinated with management teams to plan, develop, align and execute strategies that would meet client's vision, mission and purpose
Communicated regularly with customers concerning data exchange and technology integration
GLOBAL EXCHANGE TEAM LEAD, , 01/2006 - 05/2012 Kellogg's – City, STATE,
Successfully managed global technical teams to execute projects while setting tactical direction for multiple simultaneous efforts.
Delivered effective training, productivity metrics and performance reports to ensure performance of business operations.
Drove continuous improvement while employing innovative technologies.
Analyzed team performance through strength focusing assignments, team building exercises and training, resulting in 20% drop in turn over.
Updated quality control standards, methods and procedures to meet compliance requirements
Managed and archived quality documentation and participated in internal and external quality audits
Sorted product and provided expertise on non-conforming product requirements
Exceeded goals through effective task prioritization and great work ethic.
Used coordination and planning skills to achieve results according to schedule.
Identified issues, analyzed information and provided solutions to problems.
Actively listened to customers' requests, confirming full understanding before addressing concerns.
Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Education
Bachelor of Science: Cultural Anthropology, Expected in 09/2012 - University of Arizona - Tucson, AZ, GPA:
Certifications
Information Technology Infrastructure Library| Microsoft Certified Trainer |CompTIA Security+ SYSTEMS & SOFTWARE
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