QUALIFICATIONS PROFILE

Technically sophisticated, customer-centric, and dedicated IT professional, equi

pped with more than 20 years of experience in Client Services, Corporate Help De
sk and Desktop Support, including Training and Development. Show competency in e
stablishing contact centers and internal help desks and providing technical supp
ort to optimize business operations while significantly reducing cost. Offer hig
h-caliber qualifications in all facets of project life-cycle development to prov
ide address client needs and provide innovative technical solutions. Known as ou
t-of-box-thinker, natural self-starter, and performance-driven professional, dri
ven by a profit motive to achieve phenomenal results. Proven effectiveness to mu
lti-task in a globally competitive, team-oriented, and fast-paced environment.
AREAS OF EXPERTISE
Project Management and Operations System Security and Relocation
Outstanding Client and Community Relations Continuous Performance and Proces
s Improvement
Leadership, Training, and Team Building Technical Support and Troubleshootin
g
Budget Control and Implementation Quality Assurance and Regulatory Complianc
e
Time Management and Prioritization Superior Interpersonal and Negotiation Sk
ills
Articulate Oral and Written Communication Conflict Resolution and Decision M
aking
EMPLOYMENT HISTORY
DELL INC. * OKLAHOMA CITY, OK: 2006a"2010
Technical Support eSupport Manager 2006a" 2010
Technical Support Call Center Manager 2006
Forged online support team within OKC Contact Center with nine technicians, incr
easing the staffing to 36 within one fiscal year. Facilitated ongoing training n
eeds analysis for Technical Contact Center to evaluate training needs of the cen
ter. Instrumental in conducting training surveys for future courses and designin
g technical and soft skill training for Contact Center. Applied dynamic leadersh
ip talents to 15 front line telephone technicians to provide timely server suppo
rt for all Dell Enterprise customers. Diligently managed Oklahoma City basic tec
hnical support telephone queues as well as communications for Oklahoma City basi
c technical support.
Notable Contributions:
Received the OKC Dell Cross Functional Award in 2009 through demonstration of e
xemplary leadership skills
Initiated the development of eSupport organization of Oklahoma City Site; eSupp
ort Business Continuity Program; and rewards and recognition program Oklahoma Ci
ty technical teams
Handled expanded responsibilities as the Hiring Manager for OKC Technical Busin
ess Units; Site Sponsor for Diversity Employee Resource Group; and Operations a
nd Customer Service Trainer
Commended for implementing an ongoing monthly employee recognition program, whi
ch was based upon employees voting for best aCustomer Recognition Lettera for th
eir peers
DEVON ENERGY CORPORATION * OKLAHOMA CITY, OK
Managera"Client Services 2003a"2005
Provided expert oversight to daily operational aspects of Client Services focusi
ng on IT training and development and 50 desktop support, help desk, and AV tech
nicians in Oklahoma City and Houston. Oversaw all facets of the Technical Traini
ng Department, Information Systems Intranet and all Information Systems communic
ations for the Devon Energy Corporation. Conceptualized an innovative marketing
structure for Devon Training and developed a new-hire training for the internal
Help Desk. Led all internal physical moves and build outs in conjunction with th
e Facilities department.
Notable Contributions:
Led all efforts in the relocation from Oklahoma City to Houston
Incurred $200K monthly savings in ongoing capital expenditure by bringing in an
outsourced Help Desk thus resulting to the following:
o Development of Policies and Procedures
o Hiring and training of team
o Research, selection, and implementation of tracking tool
o Floor planning and build out of new organization
o Implementation of marketing/advertising program
o Implementation of ongoing customer surveys
Established the Devon Learning Center and conducted a ground breaking presentat
ion with the Chamber of Commerce

OCEAN ENERGY, INC. * HOUSTON, TX: 1998a"2003

IT Managera"Ocean Energy, Inc. 1999a"2003
Project Managera"Desktop 1998a"1999
Pivotal in implementing the Self Service Help Desk call tracking system and pres
ided over 10 - 15 help desk coordinators, and desktop technicians plus several c
ontract employees. Supervised the internal training specialist and determined ne
eds for corporate technical training. Built and cultivated long-term quality rel
ationships with clients by determining and addressing their current and future s
oftware and hardware needs.
Notable Contributions:
Fulfilled IT Director duties and responsibilities from January through April 20
01
Administered a $30 million corporate IT budget and all IT hardware / software c
ontracts and purchasing
Originated the IT Client Representative position responsible for working within
the business unites to identify hardware/software needs while significantly red
ucing overall costs and redundancy
Led the development and implementation of an internal IT Service Level Agreemen
t
Conducted comprehensive research to build a Corporate Reprographics Center
Functioned as an integral member of the Corporate Merger Team
Selected and implemented a Help Desk tracking system and developed the process
of merging two desktop teams
PRIOR WORK EXPERIENCE
VAN KAMPEN INVESTMENTS, Houston, TX: 1990a"1998
IT Service Center Supervisor / Technical Specialist III (1996a"1998)
Programmer Analyst (1995a"1996)
Help Desk Analyst (1994a"1995)
Administrative Assistant (1992a"1994)
Wholesaler Support Specialist (1991a"1992)
Customer Service Representative (1990a"1991)
FAMILY SERVICE LIFE INSURANCE, Houston, TX: 1989a"1990
Special Services Agent
EDUCATION
COURSEWORK IN MARKETING * Sam Houston State University, Huntsville, TX
COURSEWORK IN MARKETING * Houston Community College, Houston, TX
PROFESSIONAL TRAINING/LICENSES
Life and Health Insurance License - 2010
Producing Results with Other I & II (Cahners Tracom Group)
Versatility @ Work (Cahners Tracom Group)
Manager Work Expectationsa"Transforming Attitudes (Inscape Publishing)
Adventures in Attitude (Carlson Learning Company)
Frontline Leadership (Zenger Miller)
The Supervisoras Guide to Improved Customer Service & Retention (Clement Communi
cations Corp.)
Dellas Lead First Academy
PROFESSIONAL AFFILIATION
Member, International Whoas Who Historical Society for Information Technology: 2
001
PRESENTATION & PUBLICATION
Help Desk Institute, Speaker at the International Conference, Las Vegas, NV: Feb
2005
Human Resource Executive, October 1, 2001, Page 71 a" aRe-educating Dilberta
COMMUNITY INVOLVEMENT
President, Las Vegas Neighborhood Association: 2010
Co-Chair, OKC Dell Community Relations: 2008a"2010
Board Member, OKC Dell Green Team: 2008a"2010
Vice President, Las Vegas Neighborhood Association: 2009
Member, National American Society of Training and Development: 1999a"2006
Member, Help Desk Institute (Devon): 1996a"2006
Member and Vice President of Finance, Local Oklahoma American Society of Trainin
g and Development: 2004
TECHNICAL EXPERTISE
Microsoft Office Suite: Word, Excel, PowerPoint, Outlook, Project, and Access