Tori Gonzalez

Los Banos, California ***** acwuns@r.postjobfree.com 408-***-****

Client Engagement Effective Change Agent Motivator

Program Project Manager

Software Engineer and an information systems management Program Manager in a high tech environment, effectively engaging customers to understand their needs while efficiently implementing programs to address their concerns. Able to work in high-paced and seemingly stressful situations while bringing calm and order to the environment. Successfully promote and market education events yielding increased customer turnout with high customer satisfaction rates. STEM volunteer in the Bay Area and Merced county elementary schools bringing enthusiasm and interest to children with fun activities and projects.

AREAS OF EXPERTISE:

Project Planning

Quality Assurance

Presentation Skills (Toastmasters International)

Program Implementation

Brand Development

Budget Planning

People Management and Organization

Survey Implementation and Analysis for Change

Excellent Diagnostic Skills

Risk/Contingency Management

PROFESSIONAL EXPERIENCE

PROGRAM MANAGER – CLIENT ENGAGEMENT IBM, San Jose, CA June 2014 - May 2016

Provided quality education to IBM customers for the IMS Database Management System. Led a team of more than 25 staff educators to continually bring training to our customers on a 45+ year system. Managed the budget planning for various programs, which included customer conferences and IBM employee training.

●Developed and implemented the first customer internship program for an IBM mainframe database system.

●Marketed and implemented the customer internship to IBM sales teams, customers, and customer support staff, which gained attention both nationally and internationally.

●Managed and grew the customer internship program to effectively teach 91 customers in 13 countries in only 6 internship events. Participants received quicker response to outstanding system issues.

●Targeted customer interns’ open problem records and assembled teams for fast resolution. Customer’s management staff was pleased with results and in some cases, prevented migration off our database system, which would have resulted in revenue loss.

●Managed and promoted a Regional User Group program for 1 or 2-day educational sessions in 10 countries leading a team of 20 customer advocates.

SOFTWARE ENGINEER IBM, San Jose, CA May 1999 – June 2014

Trained new employees on test methodologies and processes of the database management system. Addressed and resolved defect service requests and handled escalated issues as needed.

●Consistently met deadlines with high quality testing for several new functions on database information management system (IMS).

●Achieved more than 98% success with released code, representing less than 2% of defects in hundreds of thousands of lines of code tested.

●Tested new code functionality, uncovered and resolved an average of 1-2 defects per iteration in existing code.

●Resolved high priority and high severity customer defects in a timely manner to get the customer's system operational and prevent the loss of millions of dollars due to system outages.

EDUCATION

MBA - Information Systems, Keller Graduate School of Management, Fremont, CA

BS - Computer Information Systems, DeVry University, Chicago, IL

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