PROFESSIONAL EXPERIENCE:

Confidential, Houston, TX

Responsibilities:

• Customer response
• Software development
• Supplier communications
• Supplier Audit/Risk assessment
• DFARS compliance include Government Industry Data Exchange Program (GIDEP) manager for HPE
• Component sourcing for HPE products including closed loop corrective action
• SAP reports
• Budget planning
• Participate in Open Trusted Technology Forum in development of the Open Trusted Technology Provider Standard V 1.0
• Investigate suspect counterfeit parts/options/components using various credible sources of information
• Monitor the supply chain for incidents of suspect counterfeit
• Develop packaging and labeling standards
• Investigate advanced covert and overt technology to apply to products

Confidential, Houston, TX

Global Supply Chain Software Engineer

Responsibilities:

• Capture business requirements for software development
• Develop and write business processes and standards
• Weekly reporting
• Customer response
• Software development
• Supplier communications
• Supplier Audits
• DFARS compliance include Government Industry Data Exchange program manager for HPE
• Component sourcing for HPE products
• SAP reports
• Budget planning
• Participate in Open Trusted Technology Forum in development of the Open Trusted Technology Provider Standard V 1.0
• Participate in 3rd party audit

Confidential, Houston, TX

Responsibilities:

• ISO9000 work instructions/process/technical documentation
• Project tracking, task management, and reporting for server migration project
• Taipei lab build out planning
• Capture business requirements for Customer Intent project
• Develop and deliver daily and weekly reports
• Update SharePoint calendars daily and maintain ISO document
• Create use case scenarios for software application
• Gather requirements and analyze requirements for software development
• Document, track and capture deliverables in project and team meetings
• Capture requirements for LVO costing tool project

Confidential, Houston, TX

Program Management Office/ IT Analyst

Responsibilities:

• Daily, weekly, monthly, quarterly, and annual operational IT reporting using pivot tables and multiple data sources.
• Create custom reports using pivot tables in Microsoft Excel
• Create Microsoft PowerPoint presentations utilizing data from operational reports
• Create monthly bill for outsourced IT service delivery.
• Attend change control, process improvement and project meetings
• Case escalations
• Microsoft Access custom queries
• Create operational guides derived from statement of work
• Manage escalation activities for twelve onsite technicians
• Perform root cause analysis for high priority service delivery events
• Perform quality assurance activities to enhance customer experience
• SOX audit research
• Asset management to include physical inventory and inventory reconciliation
• Configure and distribute new IT assets to include laptop, desktop, cellular equipment, blackberry and Cisco desktop phones and asset retirement
• ITIL framework: process creation, operational documentation and CMDB created for Oil & Gas client
• Team member working directly on U.S. call center migration to Malaysia project including desktop/laptop support, blackberry support and applications support

Confidential, Houston, TX

Business Planning Analyst

Responsibilities:

• Emergency Response team member: provide problem management, coordination and critical response (15 minutes or less) to support Service Delivery Operations to communicate issues with critical impacts to telephony, hardware and software applications, infrastructure issues, severe weather, security threats and environmental issues.
• Added service delivery instructions for custom accounts in the Work Flow Management software
• Prepare slides and process maps for the workflow management program used by service delivery personnel.
• Core team member on Houston space consolidation project to reshuffle employees from 5 buildings into two.
• Prepare space and lab requirements documentation for space consolidation activities.
• Performed physical inventories and reconciliation for capital assets, ordered productivity and lab equipment for customer solution centers.
• Completed Monthly and quarterly Metrics reporting and analysis for POR (point of record) presentation directed to senior leadership team using Microsoft Excel, Access and PowerPoint.

Confidential, Houston, TX

Business Planning Analyst I//Team Lead

Responsibilities:

• Provided project support for infrastructure projects and facilities issues
• Plan large build outs of manufacturing space into call center environment according to internal customer specifications.
• Initiate large and small group moves internally working with a project core team.
• Prepare reports directed to Senior Management to provide risk analysis statements, project updates, budget reporting and communicate effectively with all levels of staff to help the call center operations run smoothly.
• Continuous physical inventory and reconcile in SAP.
• Ordered parts and production equipment, returned parts
• Mentor other analysts on inventory control processes and usage of SAP.
• Manage and train contractors assisting with move projects.
• Ordered keys for doors, furniture, and co - tags for security purposes.
• Site Space coordinator reporting dotted line to the site manager.
• Design facilities web page using MS Front Page.

Confidential

Inventory Clerk

Responsibilities:

• Reconcile inventory of capital assets tagged equipment and performed physical inventories and equipments retirements in SAP.
• Complete fixed asset transfers, capital appropriation requests, and retirement forms
• Write policies and procedures for the asset management groups for the four North America Customer Service and Support Mega-Centers across the United States.
• Provide project support to the field service organization to find root cause of missed service events resulting in improve customer satisfaction ratings.

Temporary Service, Houston, TX

Call Center Agent

Responsibilities:

• Answered phones for resellers of Confidential to provide part numbers and presales information for personal computers, servers, laptops and peripherals.
• Enter daily Confidential exceptions for other phone agents. Plan and coordinate large corporate events and on-going community service projects for the facility.

Confidential, Houston, TX

Hardware Dispatcher

Responsibilities:

• Dispatched service events on IBM and Digital equipment for field service engineers.
• Determined whether the call was software or hardware related on custom software package for Ford Dealer Computer Services and Confidential .
• Performed special projects relating to corporate functions, volunteer work, and made travel arrangements for top executives for business trips and meetings.

Confidential, Houston, TX

Inside sales

Responsibilities:

• Set up database for the sales department, performed monthly invoicing, filing, assisted with IRS pre-audit compilations
• Dispatch hardware related service calls and
• Plan Company functions such as Christmas parties and picnics.