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Project Management Technical Support

Winter Park, Florida, United States
August 31, 2017

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Extensive experience in media, software, and hospitality industries for over fifteen years.

Skills set include Project Coordinator, Business Analyst, and Data Analyst.

Strengths include project management, Agile/Scrum methodology, software development life cycle, gathering business requirements, data analysis, end-to-end testing, User Acceptance Testing, defect management, quality assurance, and knowledge of IT Infrastructure.

Excellent communication skills – bilingual (English and Spanish).

Strong learning agility, multi-tasking, and interpersonal skills.

Strong communication and critical thinking skills.

Detail-oriented; enthusiastic team player.

Great time management and prioritization, work well under pressure and deadlines.

Ability to work in a fast-paced environment while maintaining quality performance.



CA Clarity (Project Management Tool)

Clarizen (Project Management Software)

HP Application Lifecycle Management

HP Quality Center

IBM ClearCase,

IBM Rational Team Concert

IBM Rational Requirements Composer


Microsoft Office


ServiceNow (IT Service Management)


Toad SQL Server

VersionOne (Agile Project Management Tool)

Vignette’s Content Management Software

Languages: Understanding of HTML, SQL, and XML


The Walt Disney Company 08/10 - Present

*Multiple Roles

Disney Technology Solution and Services (DTSS) 02/17 - Present

Engaged as a Project Coordinator:

Schedule server migrations and coordinate network maintenance windows across multiple business segments.

Navigate Change Advisory Board (CAB) and Change Control.

Communicate directly with customers and coordinate outage approvals.

Manage and support cloud-based server migrations.

Project management coordination with multiple vendors.

Support Networking teams to shut down and decommission old servers.

Communicate with end users, providing timely updates on outstanding issues.

Maintain ownership of all assigned issues and requests until successfully completed.

Walt Disney Parks and Resorts Technology, Orlando, FL 08/12 – 12/16

While engaged as a Project Coordinator/Business Analyst:

Managed end-to-end enterprise agile lifecycle in VersionOne, an agile project management tool.

BA support to business and technical teams, including global project teams, for agile sprint planning, sprint scheduling, and gathering UAC.

Facilitated developer demos and coordinate team retrospectives.

Supported defect management and coordinate resolution; including triage during end-to-end system testing and User Acceptance Testing.

Provided weekly project status report for the Project Management Office (PMO).

Managed onboarding and setup project dashboards in agile software applications.

Assisted users with their team dashboards, including training in project management tool.

Provided BA Support and manage incidents for new releases during Hypercare, stabilization period after go-live.

Administrator support for two IBM Rational Jazz applications: Rational Team Concert (RTC) and Rational Requirements Composer (RRC).

While engaged as a Data Analyst:

Analyzed and resolved defects as they arrive into the team’s queue in HP Quality Center.

Identified data errors to provide ongoing appropriate team communication.

Conducted data comparison to determine the best course of action to correct inconsistency across databases.

Tracked defects, tasks, and change requests assigned to our team, making sure their DDL scripts, entered in ClearCase, ran across all environments within releases to maintain data integrity.

Acted as the liaison between business partners and the technical team for delivery of new projects and/or change requests.

Documented and analyzed business requirements and processes.

Walt Disney Parks and Resorts Technology (Disney Cruise Line), Orlando, FL 08/10 – 02/12

Business Analyst/Data Analyst

Analyzed data, for the One Source team, for the launch of the content management system to the Disney Cruise Line organization.

Gathered Disney Cruise Line’s business requirements and developed functional specifications.

Used Quality Center to track system defects, solution design, and executed end-to-end system and functionality testing.

Created content type definitions, business processes, and redefined content ownership.

Involved in the installation of the system platform and the delivery of content via web services to feed guest-facing print material (Personal Navigators).

Implemented data for the digital signage onboard the ships, as well as satellite synchronization between the four ships that form part of the Disney Cruise Line’s fleet and the shore-side databases.

Assisted with the data migration and technical support for the redesign of the Disney Cruise Line’s Intranet site.

Tracked defects through SharePoint.

RedTeam Software/T&G Corporation, Orlando, FL 04/09 – 03/10

Business Data Analyst/QA Analyst

Worked with clients to acquire their data to meet software implementation specs.

Formatted clients’ data according to database specifications, using client-requirements.

Coordinated with the Database Administrator to migrate data and assured data accuracy.

Issued weekly status reports regarding Data Collection and Data Preparation processes.

Assisted clients with issues as they arose, as well as on-site training, improving new users’ application performance.

Used Visio to create flowcharts to show steps for new business processes for different teams in Operations, such as Development and QA.

Managed testing environment by implementing and providing input for test plans and data validation.

Created test scenarios and reviewed test cases, including functional and regression testing, reducing the number of software errors by 50%.

Reported bugs, tracked defects, and resolved issues with the developers.

Participated and walked-through new software designs with software developers.

Coordinated construction scheduling and act as a liaison to project management concerning bids, subcontracting, permitting, progress and delays.

Responsible to enter and update estimates, materials, purchase orders, task orders, and expense authorizations in our software system.

Contacted vendors/subcontractors to request and coordinated services as directed for each project.

Aided in developing and disbursement of construction bid packages.

Hewitt (AON), Orlando, FL 08/07- 03/08

Client Acceptance Analyst (QA) – Implementations

Delivered clear analysis, test plans, and standard operating procedures, which accurately reflect the technical capacities of the system and address the requirements/specs of the client.

Updated and delivered unit, integration, regression, and acceptance test plans.

Assisted with the deployment (or migration) of new system updates into the production environment.

Designed test plans (unit, integration, regression, and acceptance) and incorporate recommended updates into test plans.

Reviewed analysis and test plan documentation and evaluate the results of test execution.

Channel Intelligence, Inc. (Acquired by Google), Orlando, FL 08/06 – 11/08

Technical Support, Client Services, and QA Analyst

Served as a liaison between clients and the IT team to resolve client issues and implement long and short term solutions.

Reported and tracked defects; resolved internal system issues with software developers.

Managed client implementations; including follow-ups, analysis, and technical support.

Created support cases, and managed operations department’s queues in Salesforce.

Tracked and published statistics; reported on progress, issues, and sales opportunities.

Monitored client requests by phone and email, while managing client expectations.

QA’d manufacturers’ content appearing on retailers’ sites, including all media content that our software developers created.

Univision Communications, Inc., Miami, FL 07/02 – 08/06

Business Systems Analyst

While engaged as a Business System Analyst:

Documented users’ software change requests and application enhancements.

Served as a liaison between web content editors and development team.

Coordinated and managed work processes flows to improve communication among departments.

Reviewed, analyzed, and evaluated business requirements, and user needs.

Consulted with management to ensure agreement on system principles.

Trained new users to use our Content Management System.

While engaged as an Advertising Online Traffic Coordinator:

Managed over 30 online advertising campaigns.

Tested online campaigns published to production environment.

Reviewed incoming sales orders and contracts for online delivery accuracy.

Worked with Sales and Client Services teams to ensure successful ad campaign launches.


Bachelor of Business Administration: Management Information Systems; Florida International University, Miami, FL – 2002

Pursuing Certifications: PMP and ITIL

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