Experience

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  Eft architects

  Mar 1999 - Oct 2003

  Project manager/marketing director

  Produced proposals for potential clients. CAD Drafting for commercial projects. Managed small building projects. Created graphical marketing documents. Aided project architects with design and construction management. Corresponded with clients, contractors, and consultants to aid in design and construction.

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  Titanium solutions

  Nov 2003 - Mar 2010

  Coordinated with vendors and team members. Continued architecture of new web platform. Coordinated with offsite programmers and developers. Upgraded IT infrastructure. Upgraded phone system. Resolved new independent contractor training issues. Decreased calls to vendor for added savings on old IT system. Installed fax server, high speed scanner, security system administration & training. Coordinated and performed end user computer issues. Created, trained, and managed new electronic files to customers. Programmed in C#, Asp.net. Show less Re-launched the department. Managed and coordinated short sales between real estate agents and Servicers. Created a 1500% increase in listings and 200% increase in closings. Created a transaction tracking system and listings reporting system. Managed Customer Reports. Created weekly Status reports, customer status reports, compensation reports to pay independent contractors and quarterly and yearly reports for Independent Contractors. Re-Created monthly newsletter for independent contractors. Coordinated a web-conferencing solution for training. Designed PowerPoint presentations for training. Created electronic documents for all recruiting independent contractors. Coordinated and designed three office expansions in facility manager role. Show less

  • Process Improvement Manager

    Jun 2007 - Mar 2010

  • IT Director

    Feb 2006 - Jun 2007

  • BPO Manager

    Feb 2006 - May 2006

  • Real Estate Manager/Report Writer/Trainer/Marketing Coordinator

    Nov 2003 - May 2006
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  Unisys

  Sept 2010 - Aug 2016

  Perform Problem Management functions as designated. To ensure that potential problems to IT service components are analyzed and investigated for their root cause and temporary work around/permanent solutions and hence negating the chance of the Problem reoccurrence. Managing the problem process effectively, including the interface with other ITSM process, Program Management Offices, technical resources and Managed Services Call Center. Provide data driven analysis of business processes and help implement improvements in the customer focus, efficiency, accuracy, and effectiveness of these processes. Champion awareness training and implementation of business processes within organizations. Provide expertise in external standards and validations (i.e. ISO 9000). Proficient with a wide range of improvement tools including statistics. Uses technical and professional skills and knowledge to solve moderately complicated problems requiring some independent thinking. Receives limited supervision. Makes decisions within context of personal experience and seeks ways to improve work processes. Show less

  • Manager Cross Functional Service Management Office North America Problem & Change Management

    Nov 2013 - Aug 2016

  • Lead Problem Management Analyst

    Sept 2010 - Nov 2013
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  Usana health sciences

  Aug 2016 - now

  As the ITSM Process Leader I lead all the ITSM (IT Service Management) processes for Usana. This include change management, problem management, incident management and asset and configuration management. Our processes are based on ITIL v3 principles and practices. As the change management specialist for USANA I have an opportunity to utilize my ITIL change management process background to implement and ITIL change management practices for USANA and create synergy between the various technical resources. Implementing and documenting well defined procedures, reducing conflicts, reducing risk and improve throughput are all facets of the role.

  • ITSM Process Leader

    Dec 2019 - now

  • Change Management Specialist

    Aug 2016 - Dec 2019