Texas Department of Transportation (contracting)
December 2022 - Present, Austin, Texas
• Enhanced and standardized documentation and flowcharts for statewide team and field staff processes, contributing to the development of a comprehensive Process Asset Library.
• Designed and generated 30+ reports in ServiceNow to proactively track and enhance key performance indicators (KPIs), contributing to data-driven decision-making.
• Spearheaded a high-performing team of 6 through effective task delegation, objective setting, and follow-up, resulting in consistent elevated productivity levels.
• Fostered individual growth and team excellence through coaching and performance evaluations. Conducted regular one-on-one meetings to provide constructive feedback and drive continuous improvement.
Meta (contracting)
July 2021 - December 2022, Austin, Texas
• Managed data-driven reporting for a 24-member internal helpdesk team serving Meta, creating monthly and quarterly reports for KPIs using Excel, Tableau and the internal ticketing system.
• Coordinated global support coverage by collaborating with Team Leads across 3 worldwide regions, ensuring uninterrupted helpdesk operations.
• Enhanced technician performance through metrics-driven coaching, conducting impactful one-on-one sessions and devising actionable improvement plans.
Capital Home Health
December 2016 - October 2017, Austin, Texas
• Cultivated a partnership with Dell, orchestrating the elevation of hardware systems to business-class standards through a Premier account, elevating operational efficiency.
• Enforced robust security protocols, ensuring unwavering HIPAA compliance and maintaining an impeccable record of data security.
• Pioneered a cloud-based software solution, meticulously tracking inventory, optimizing asset allocation, and managing user privileges across the organization.
• Navigated the end-to-end process of sourcing, hiring, and training a technician, entrusted with overseeing mobile devices for a 100+ employee company through VM AirWatch.
Revenue Cycle Coding Strategies
July 2014 - December 2016, Austin, Texas
• Orchestrated comprehensive on-premise system and user account management for a prominent oncology billing firm with a workforce of 140+, ensuring seamless operations.
• Produced monthly reports encompassing 350+ client oncology facilities, a critical contribution to the billing process.
• Vigilantly oversaw and administered multiple servers in a meticulously HIPAA-compliant environment, upholding data security and integrity.
• Led the administration of Exchange and VOIP phone systems, bolstering efficient communication channels across the organization.
• Guided strategic hardware and system procurement decisions, aligning technology investments with company objectives.
• Conceptualized and executed robust security risk assessments, playing a pivotal role in ensuring HIPAA compliance and safeguarding sensitive data.
U.S. Army Medical Information Technology Center (USAMITC) (contracting)
June 2010 - March 2013, FT. Sam Houston San Antonio, Texas
• Supported 80,000+ global medical personnel with IT requirements.
• Managed sensitive data per HIPAA and Army protocols.
• Setup and resolved PKI infrastructure for encrypted emails and secure authentication.
• Achieved 90% adherence to 30-second call answering SLAs and <4% abandoned call rate.
• Prioritized patient-care critical issues, coordinating with onsite technicians.
Microsoft (contracting)
October 2004 - June 2008, Redmond, Washington
• Conducted data mining and in-depth analysis for the Worldwide Partner Program team, providing valuable insights by reporting on Key Performance Indicators (KPIs) across an extensive dataset of over 60,000 certified program partners.
• Participated in the initial planning efforts for the newest release of the Microsoft Partner Program, a high level endeavor considered the “next generation” of Microsoft partner programs which became Microsoft Dynamics.
• Participated in development of standards for the new VPS partner program, involving criteria comparisons and revenue-wise strategies.
Google Data Analytics by Google on Coursera
A+ Comptia
Microsoft Certified Professional
Certified in Server, Workstation and Networking Essentials
Microsoft Excel
ServiceNow Reporting
SQL
R Programming Language
Tableau
Team Leadership
Data Analysis
Systems Administration