Experience

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  Lamar university

  Jan 2000 - Dec 2000

  Internship desktop support

  Generated user incident reports for software, hardware, and network issues within helpdesk software.Administered phone support for students, faculty, and staff through first contact resolution, 42%.Resolved work order issues as determined by Technical Specialist.Installed hardware and software to new computers.Provided troubleshooting various hardware components.

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  Sungard collegis

  Jan 2001 - Apr 2005

  Help desk manager & lead trainer

  Desktop and Help Desk Lead maintained 92% 1st contact call resolutionSupervise staff for desktop and help desk support teamsCreate forms for Help Desk and Desktop efficiencyCreated and implemented Service Level Agreements & Standard Operating Procedures Created and implemented faculty and staff training schedule for the universityEvaluate technical support and help desk for improved performanceManaged requests for Networking, Technical Support, and Applications for compliance of resolution times.Held weekly team building and concerns meetings.Coordinated technology projects for the university with all IT factions.Act as Technology Services Manager in his absence Show less

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  Wisemen consulting - university of houston - downtown

  May 2005 - Aug 2005

  Project manager

  Managed the budget, scope, and team in the implementation of the Blackberry Enterprise ServicesBanner Upgrade software application project managerAnalyzed business needs to form requirements for successful project completionMet with stakeholders to analyze requirements and objectivesMet with project team to assign responsibilities, create timeline for objectives, and understand technical requirementsCollected and evaluated requirements for equipment and technology

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  Houston isd

  Aug 2005 - Jul 2012

  Educational technology services manager

  Project Manager for all instructional, technology, hardware, and software related projects Project manager for multimillion dollar bond reconstruction project for four schools Created, implemented, and monitored strategies and actions to improve upon school wide use of instructional technology through the purchase, training of resources Responsible for the implementation, maintenance, and installation of campus hardware, software, and networking Managed annual multimillion dollar inventory project Identified technology hardware and installation issues during construction, reported and resolved inventory, conducted walk-throughs and collected staff issues reports and implemented solutions with the construction team Conducted business analysis in the creation, development, and implementation of technology based educational software for student, teacher, and parental use Plan and implement educational technology training in Science, Math, Language Arts, ELA, History, and Electives Created Education Technology Initiatives and Technology Education Plan Support, maintain, and troubleshoot over 500 computer workstations Windows XP, Windows 7 Built and maintained campus websitesOversaw campus technology inventory of 2 million dollarsServed as HISD Technology Master Plan Focus Group Show less

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  Human rights campaign

  Jan 2011 - Jan 2013

  Diversity and outreach committee

  Create a platform for diversity, inclusion, and basic human rights opportunities in Houston, TX

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  Chevron

  Jul 2012 - May 2013

  Web developer

  Utilized Javascript, .Net, HTML, JQuery to create web scripts, maintain and build websites Acted as Project Management back-up when the PM was not in the office assigned tasks, talked with clients, updated , project files as needed Communicated with clients on status of projects Communicated and collaborated with developers on status and requirements for projects

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  Southwestern energy

  Sept 2013 - Jan 2016

  It team lead

  Project team to implement Security Operations CenterPerformed Security and Threat Analysis and Remediation for all levels of viruses and malwareBusiness Analyst for Microsoft System 2012 project rolloutSharePoint Team Site AdministratorPerformed forensics for security events and payload managementOversee 100% of the requests, incidents and problems.Manages and coordinates urgent and complicated support issues. Plan and conduct weekly team meetings for team communicationDevelop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.Handle escalated incident management issuesMonitor real time metrics and make suggestions for process improvementManage KPIs for best service and supportManage and implement team projects in remote administration, IPhone administration, malware and virus Remediation rollout, Airwatch rolloutFormulate and define systems scope and objectives based on both user needs and a good understanding of applicable business systems and industry requirements and translated those needs to the technical teams for completion. Devise or modify procedures to solve complex problems considering computer equipment capacity and limitations, operating time and form of results.Works directly with customers to develop application requirements and ensure application meets business objectives.Works directly with project team to ensure application meets business objectives.Supports customers in the adoption of delivered applications.Help develop training and support models and solutionsUtilized WebEx and PowerPoint to create training and reporting documentation on project status, business cases for projects, and vision for Information Technology department Show less

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  Pmi houston

  Jan 2015 - Jun 2016

  Director of technology, pmic 2015 - volunteer

  Provide recommendations and implement solutions for the use of technology within the PMI Houston Chapter 41st and 42nd Annual Conference

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  Aig

  Apr 2016 - Nov 2017

  Project manager scrum master

  Utilize Agile and Scrum methodology to manage the digital presence of AIG, VALIC. Digital innovation project entails web products, applications, and tools update Daily Scrum meetingsWeekly reporting to executive leadershipManaging multiple work streams within Digital Innovation program

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  Jpmorgan chase & co.

  Nov 2017 - now

  Vice president, marketing web delivery

  • Successfully advocating agile systemic change in Marketing to drive speed to market for the digital marketing platform• Effectively creating a collaborative team production environment that's conducive to change absorption • Efficiently working with other lines of business leaders to create one stop shop tools that support KPI transparency against business goals for continuous improvement • Leading agile team of developers, testers, and analysts to improve the digital/online presence of JP Morgan Chase• Manage multiple development and quality team collaboration efforts against business goals• Quickly and effectively address road blocks to progress• Work with stakeholders and product owners to manage user stories and project MVP• Manage current backlog against business goals • Utilize JIRA and Confluence to manage project documentation, communication, and changes• Act as an Agile Coach to other Scrum Masters & Product Owners• Act as Change Influencer for business initiatives Show less