Resume

In my role as the IT Operations Manager for the System Operations branch, I am responsible for ensuring the seamless operation of the ORCA Fare Collection system, which serves over 500,000 active monthly customer accounts in the Pacific Northwest region.

Lead Systems Engineer for International Operations, I provided successful support to over 500 end-users across nine sites in North America and Europe. I developed and executed a strategic plan to establish a service desk from scratch, significantly improving IT support capabilities and user satisfaction. Furthermore, I led an IT strategic vendor management initiative, overseeing a portfolio of over 15 vendors and achieving a 25% cost reduction through effective contract negotiations and vendor consolidation.

I managed seven onsite administrators across five major accounts, including T-Mobile, Weyerhaeuser, Port of Seattle, Kaiser Permanente Washington, and Wireless Advocates. I empowered management to make informed decisions by presenting weekly updates on Service Level Agreements (SLAs), customer expectations, upcoming projects, and training initiatives.

Currently, I am in the process of deciding on my dissertation topic, but I have completed coursework in several critical areas, including Exploratory Data Analysis, Management of Computer Networks, Data Visualization & Communication, Databases & Business Intelligence, and Data Mining. These courses have equipped me with a robust foundation in both theoretical knowledge and practical skills essential for data analysis and technology management. Additionally, I am proud to be a member of Omega Nu Lambda, a National Honor Society for Online Students, which recognizes academic excellence and commitment to online learning. This honor reflects my dedication to achieving high standards in my academic and professional endeavors.

For my capstone project, I developed a Multi-Database Reporting System in the Cloud, designed to streamline data aggregation and reporting across various databases. This system enables users to generate comprehensive reports by integrating data from multiple sources, ensuring real-time access to critical insights. Leveraging cloud technology, I implemented a scalable and secure architecture that facilitates easy data retrieval and visualization. The project highlights my skills in database management, cloud computing, and data analytics, ultimately providing a robust solution for organizations seeking to enhance their reporting capabilities and data-driven decision-making.