Coordinator, Onboarder, Process Improvement, MS Certified

Sylvia S. Gonzalez, U.S. Army

Rhome, TX 214-***-**** ***********@*****.***

Summary of Qualifications

10+ years of Administrative and Customer Support

10+ years of Training, Operations Coordination, Contract and Sales Support

5+ years of Vendor Management, Staffing, Client Relations

Bilingual Spanish/English

Demonstrated leadership, training and decision making

CompTIA Certified

Microsoft Office Specialist

Troubleshooting

Data Analyst

Staffing Consultant

Vendor Management

Contract Management

Report Generation

Documentation Skills

Attention to Detail

Negotiation

Review & Auditing

Service Orientation

Reconciliation

Employment History

Sans Consulting Services, Inc. – client CitiBank Sep 2017 – Jun 2019

Data Auditor

Provided strategic and tactical support by analyzing and interpreting the data providing creative solutions.

Assured the integrity of project data, including data extraction, storage, manipulation, processing and analysis.

Collected and collated appropriate data for usage in databases and conducted related research.

Participated in ongoing decisions concerning data collection, study design, methodology, and data analysis.

Sans Consulting Services, Inc. – client CitiBank Feb 2016 – Aug 2017

Onboarding Coordinator

Utilized Vendor Management System, executed a high volume contractor end to end process.

Successfully onboarded resources in compliance with clients’ 3 day due diligence process.

Verified contractor data in sourcing system: bill rates, start dates, end dates, job description, manager information.

Supported Managers, Recruiters and clients thru out the hiring process.

Reviewed and posted open positions.

Documented all work orders (T&M and Fixed Price) in the appropriate systems.

Extended contractor end date and spend depletion management.

Bartech Group Inc. – client Verizon Mar 2012 – Oct 2015

Service Delivery Consultant

Executed end-to-end contingent labor hiring process for client utilizing Vendor Management System.

Reconciled the interview process including scheduling, rescheduling missed and requested revised interviews.

Prepared offer letters, reviewed and approved new hires pre-employment documentation, (background check and drug screening).

Simplified the process of providing notification for vendor performance metrics.

Screened job postings, onboarding, work orders, credit/debit memos, misc. invoices.

Orchestrated the process to ensure compliance with Service Level Agreements and cost savings objectives.

RealPage, Inc. Jun 2011 – Mar 2012

Contract Administrator/IT Tech

Configured and setup software access for the end user, complete internal back office processes for client data management and billing purposes.

Provided Tier I support to end user, sales and product support utilizing software and troubleshooting methods.

Produced databases for client account information, client records and confidential material; providing support to internal departments and clients regarding contracts.

Successfully provision an average of 150 orders for service per week. In addition, maintain daily average of 20 support requests for add, delete and resets of users access.

Glotel, Inc., Chicago, IL – client Verizon Online (Short Term Engagement) Aug 2010 – Dec 2010

Single Users Issue (“SUI”) Team

Provided Tier II support to End User Tech Support Staff/Admin Support.

Provided portal functionality support (ex: authentication), portal partner support, and provisioning reconciliation support.

Extracted daily trouble ticket data for reporting purposes.

Created detailed manual reports from extracted data and update department databases.

Verizon Online LLC Nov 2000 – Aug 2009

Supervisor - Contract Management

Directed a staff of 8: provided training, coaching and prioritizing workloads to meet and exceed internal service level agreements. Order fulfillment averaged 300 requests a month.

Provided data analysis to database administrator and evaluated reports for accuracy. Data results were utilized to provide new pricing to 4k customers providing positive revenue results.

Subject Matter Expert (“SME”) in contract process and highly knowledgeable of back office processes in a consultative position to the Product Line Manager.

Coordinated process modifications thru Billing, Provisioning and Sales Organization for an efficient transition.

Verizon Online LLC

Contract Coordinator Jun 1997 – Nov 2000

Analyzed and developed methods and procedures for the Dedicated Internet Access (“DIA”) product ensuring corporate compliance for audit purposes.

Successfully completed manual generation of contracts averaging 250 per week for new product until automation was developed.

Executed customer requested business name changes averaging 150 per week.

Education

Asher College, Computer & Network Technician

CompTIA A+ Certification Exp. July 2022

CompTIA Network+ Certification Exp. July 2022

CompTIA IT Operations Specialist Exp. July 2022

MCPS: Microsoft Certified Professional

MS: Windows 7, Configuring

MS: Windows Server 2008 Active Directory, Configuring

U.S. Army – Telecommunications Operator, Ft. Gordon, GA

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