SUMMARY OF QUALIFICATIONS

I have a diverse background in Information Technology. Results-oriented professional with a strong background in infrastructure management and business analysis. Adept at bridging the gap between technical solutions and organizational objectives, delivering successful projects on time and within budget. I have a proven track record of overseeing end-to-end project lifecycles, applying both Agile and Waterfall methodologies, to achieve project goals efficiently. Holder of relevant certification, such as Certified Scrum Master.

Skilled in identifying business needs, eliciting, and documenting requirements, and proposing data-driven solutions that align with strategic business priorities.

Plethora of experience and knowledge managing and supporting a global infrastructure with enterprise-class applications, tools, and services. Proficient in IT Service Management (ITSM) and experienced in ITIL processes such as incident management, change management, configuration management, problem management and service management.

With a commitment to driving synergy between technology and business objectives, I am well-equipped to lead infrastructure projects or business analysis that enhance efficiency, innovation, and overall organizational value.

EXPERIENCE

48Forty Solutions, Houston, Texas July 2022 – September 2023

PROJECT MANAGER/BUSINESS ANALYST

Serve as PM/Scrum Master & BA managing IT Infra/Operations Projects.

Set up Scrum Projects in Azure DevOps

Facilitate Agile Scrum meetings such as daily stand ups, sprints review/planning, retrospectives, and backlog refinement.

Set up and coordinate meetings along with assigning and tracking action items.

Work with dev team to mitigate roadblocks to help find a way around it with necessary IT and business stakeholders.

Develop DevOps process documentation for maintaining Scrum project activities.

Work with Product Owners and dev team to keep the Product Backlog refined during sprints.

Manages internal resources and third parties/vendors for the execution of IT projects.

Track the progress and statuses of Projects and deliverables in Monday & DevOps tools.

Present weekly status defining project progress, milestones, next steps, and roadblocks if exist to IT leadership.

Plans and coordinates all tasks and manages project deliverables, ensuring that they adhere to quality standards.

Analyze risks and opportunities and act as the point of contact and communication, relaying project status information to all relevant parties.

Assess project risks and issues and provide solutions where applicable.

Ensure stakeholder views are managed towards the best solution.

Chair and facilitate meetings where appropriate and distribute minutes to all project team members.

Collaborate with internal stakeholders, technical leads, developers, business analysts and third parties/vendors from project scope definition through implementation.

Develop Work Breakdown Structure, project plan, communications plan, testing and implementation with the input from the project team.

Work on projects with O365 Integrations

Work with mergers & acquisitions (M&A) or Divestiture.

Provide a significant level of competence to project teams by leveraging technical background and strong project management experience to provide clear communications.

Hold regular meetings with project teams including project kick off and close out meetings, set agendas, document, and communicate meeting notes and action items.

Provides direction and support to the project team.

Shell Oil, Houston, Texas May 2020 to June 2022

OPERATIONS LANDSCAPE MANAGER

Serve as Operations Landscape Manager for SalesForce Downstream Enterprise SOM.

Perform P1/P2 escalation management duties for specific business critical applications spanning different business portfolios during US business hours.

Manage projects transition to ensure production applications are IT CPS compliant and controls are executed per frequency type (i.e., weekly, monthly, quarterly, or annually).

Lead and coordinate daily Operations duties and service calls.

Direct multiple teams of offshore service providers that provide SalesForce Operations to Shell business.

Analyze monthly Incident trends to ensure incidents and problem tickets are resolved in a timely manner.

Track to resolution incidents/problems/change tickets in ServiceNow with service providers, making sure they are resolved within SLA metrics.

Audit service providers to ensure contractual execution of Salesforce Compliance Controls per Shell policies and procedures.

August 2013 to May 2020

SERVICE OPERATIONS MANAGER

Service Operations Manager for the Site Automation Distributed Team that supports Retail Automation for the Americas Region.

Manage a team of 21 service desk specialists to resolve Retail operations incidents.

Lead bridge call meetings to resolve priority incidents based on defined SLAs.

Budget manager for $3.5 million annual allocation that includes resource and vendor management and software licenses.

Help to build and manage operationally strong relationships with supplier(s) and leverage their capabilities to develop differentiated products / services.

Manage Point of Sale (POS) and service suppliers under contract with Shell Retail.

Responsible for ensuring application service levels are achieved in accordance with the contract.

Responsible for the operational processes so Retailers are able to manage the sites and ensure service is restored in a timely manner and within contract SLA.

Analyze monthly Incident Trends provided by Service Desk to make sure incident trends are being identified and resolved.

Travel to different Retail regions to meet with different retail stakeholders regarding service and operational concerns.

Perform Internal Vulnerability Scan risk analysis to make sure compliancy is maintained and adhered based on PCI-DSS and IRM policies and guidelines.

Ensures projects are IT, SOX and PCI3.1 compliance.

Tracking and reporting of actual costs versus budget.

Maintenance of Vendor Retail Scorecard.

Build trust relationships with 3rd party vendors, IM and business stakeholders.

Supports Retail DS financial planning and budget development for the Americas Site Automation systems.

January 2013 – August 2013

LEAD BUSINESS ANALYST

Work very closely with project managers to provide updates, run meetings, updating project statuses, assigning responsibilities to the correct team, generating reports, and working with the technical teams.

Work with Shell Canada and US marketing teams regarding Payment Loyalty Programs and Campaigns such as Targeted Rollbacks on Instant Rewards.

Served as Team Lead for 3 Shell providers and multiple service provider specialists supporting Retail SOM Site Automation.

Worked with business and IT to gather business requirements for new technologies.

Key participant and BA resource assigned to work on various downstream Retail IT projects.

Managed the design, testing, implementation, and warranty phases of the project. Project required an end to end (E2E) solution.

Be a champion on expected quality, best standards and practices, and adherence to organizational policies.

Supervised all production changes adhered to ITSM and change management controls utilizing HP Service Manager (HPSM).

Adhered to processes and practices defined for release and change management.

Ensured team compliance with internal and external audit requirements.

Maintain proper, complete, and timely communication and coordination of all change activities.

Used software development lifecycle tools (SDLC) tools such as CaliberRM and HP Quality Center to create and manage business and technical requirements.

Facilitated reviews and managed highly complex/risk changes to critical business systems.

Expanded client relationships through delivery of high-quality services.

Served as the senior business analyst role for a major desktop operating system rollout and point of sale upgrade.

Coordinate with team to define support model and handoff to run support and maintain environment with support organization.

Planned highly dynamic workshops with various Shell stakeholders.

Working knowledge of ticketing systems, KPIs and metric analysis.

Work with Shell Canada and US marketing teams regarding Payment Loyalty Programs and Campaigns such as Targeted Rollbacks on Instant Rewards.

Hewlett Packard, Houston, TX August 1994 – August 2012

MONITORING SERVICES BUSINESS ANALYST

Served as IT Monitoring Services Client Engagement Lead to the Supply Chain, Data Management and Enterprise Business IT business units regarding their monitoring solutions.

Worked with businesses to drive end-to-end (E2E) monitoring implementations using standardized change management process.

Provided on-going support to end users, assist with troubleshooting business availability monitors via HPSM, email, office communicator or phone.

Ensured all production changes adhere to ITSM and management of change controls utilizing HP Service Manager.

Provided business availability and performance reporting data weekly to management and assigned business units.

Conducted and managed GAP Analysis’ Project Team to determine production applications currently not monitored in global data centers and tagged non-compliance. Worked with team members to design new workflow for implementing business availability monitors on applications going into production.

Ensured the service level management process is adhered to by continuous review with partners and business users.

Worked with the businesses in developing methods for supporting innovation and change across the organization.

Used software development lifecycle tools (SDLC) tools such as CaliberRM and HP Quality Center to create and manage requirements where appropriate.

Understand and estimate the business value & cost savings of all monitoring requests.

Proactively identify and reduce the administrative workflow by recommending/implementing simplifications to current processes. Proactively identify and design new efficient processes with automation solutions wherever possible. Defined workflow metrics changes as needed.

Mentors and consults with team members and other organizations, customers, and vendors on complex monitoring issues.

Served as subject matter expert (SME) for monitoring business availability change requests.

Independently reviews and manages highly complex and high-risk changes to critical business systems.

Worked with businesses to develop monitoring solutions to complex business and technology problems.

Worked with change stakeholders to accept and embrace changes being implemented in their business environment.

Participated in HP Change Advisory or Technical Advisory Board.

TECHNOLOGY AND METHODOLOGY

Environment: Microsoft Office 365, Microsoft Teams, Microsoft One Drive, SharePoint 365, Skype for Business, Azure and AWS/Cloud Solutions

Collaboration: Zoom

Operating Systems: Windows (Server 08, Server 03, 7, Vista, Windows 7, Windows 8, Windows 10 & Windows 11), Backoffice: Office 365

Business Intelligence: Visio, HP Project, and Portfolio Management (PPM), HP Business Service Management

(BSM), HP Service Manager (HPSM), HP Caliber, HP Service Desk, ServiceNow

Presentation: Visio, Excel, PowerPoint

QA: Quality Center (QC) Test Management Tool, HP OpenView Monitoring System, HP Load Runner & VuGen, HP Service Center

Retail Hardware: Point of Sale (POS) terminals, Backoffice (BOS) systems, OPT, IPT, ICR, PinPad, fuel pumps/controllers, Automatic Tank Gauge, Electronic Payment Systems

Monitoring: HP BSM

Project Management: Monday.com, Azure DevOps

Project Management Methodology: Agile/Scrum, Waterfall

EDUCATION AND CERTIFICATION

Certified Scrum Master (CSM) May 2023

University of Phoenix, Masters - Information Systems September 2009

University of Phoenix, Bachelor of Science – Information Technology March 2008

PROFESSIONAL AFFILIATIONS

Ministers’ Spouses Widows/Widowers Department

National President 2022 – Present

Christian Methodist Episcopal Church

Headquarters

Memphis, Tennessee

Top Ladies of Distinction, Inc. - Houston Chapter

Technology Vice Committee Chair 2023-2025

Houston, Texas

Top Ladies of Distinction, Inc. - Houston Chapter

Technology Committee Chair 2021-2023

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