Microsoft 365 advocate with 8 years of experience in helping customers achieve more through
collaboration tools, helping to implement innovative solutions, and develop strategies to meet business
objectives. Identifies opportunities to improve business processes, customer experience, and promote
innovative growth using data analysis and AI. Proven track record of leading programs within cross-functional
teams to identify and manage risks and issues, managing project deadlines to ensure solution
delivery, and other deliverables are on time.
Current Whereabouts:
Anime, Sports, Gaming, Fitness, Da "Chicago" Bears.
Life & Professional Aspirations:
To be part of a team that creates and improves products and services that is life-changing for individuals and businesses.
I currently work with Port Houston
as Applications Administrator - Microsoft 365
I have 11 years of experience working in the
Information Technology industry.
Applications Administrator/Technical Program Manager - Microsoft 365|
Port Houston
From September 2023 to Current • 3 year(s)
• Spearheads prioritization of SharePoint online project critical tasks helping deliverables reach 100%
and keeping milestones progress on target.
• Partners with cybersecurity team to ensure SharePoint online governance meets all government
security and compliance regulations while also researching for continuous improvements.
• Manages communication with change management team to inform key partners and executives of
SharePoint online migration progress and timelines and iterate plans to keep learning concerns below
a 5% survey.
• Develops one-page cheat sheets to explain Power BI complex concepts for technical and nontechnical
groups to help understand licensing and report sharing capabilities.
Systems & Applications Specialist II/Technical Program Scrum Master|
The University of Texas Health Science Center
From August 2020 to September 2023 • 3 year(s)
• Collaborated with cross-functional teams to upgrade clinics to a new EHR system increasing patient
service ratings by two stars.
• Assisted clinics with staging, go-live support after implementation, and ensuring alignment across
teams, keeping system issues below 8%.
• Executed comprehensive plans to project team showing prioritized deliverables, risks, reports, OKRs,
and rules for change management.
• Developed and maintained various project schedules within programs to ensure scope matched with
overall business goals at scale and make sure deliverables would achieve results.
• Beta tested Teams phones to replaced current unified communications solution to lower cost of
equipment expenses and enhance collaboration capabilities.
• Enhanced new user onboarding experience with Microsoft cloud technologies paired with tailored
training and presentations, reducing knowledge related tickets to 2%.
• Advised research team during new product and technical solutions launch to match use cases and
user research statistics, ensuring the implementation team could develop and implement correctly.
• Led customer engagement with strategy meetings to provide customer insights, develop an
implementation plan for Microsoft Teams and identifying any risks with cybersecurity team that might
need escalating.
• Led initiatives for beta testing of IT service management upgrade, creating ticket allocation
automation, proper SLAs, insight dashboards for KPIs, workflows, and delivering mobile app
integration.
• Increased customer satisfaction by 30% in diagnosing performance metrics, further defining
customer business requirements, and improving service quality with enhanced technology solutions
to solve customer problems.
• Provided technical support for desktop computers by installing, configuring, maintaining, and
repairing equipment as needed in a networked environment.
• Utilized technical subject matter expertise with executives on how Microsoft products can integrate
with their research systems and drove customer success plans to accelerate transformation journeys.
Senior Systems Support Technician|
Brazosport College
From January 2019 to August 2020 • 1 year(s)
• Initiated COVID-19 work from home solution allowing faculty and students to use all school resources.
• Converted data operations center to a remote hybrid-cloud site for recovery and keeping downtime
below 4%.
• Established product roadmap and development of a new ticketing system process, improving
customer satisfaction score to 95% and enhancing user experience when creating tickets.
• Configured network switches, group policy, DNS, and helped manage Firewalls.
• Configured VLANs to ensure proper DHCP protocols were followed, and IP reservations were made.
• Attended IT industry events, conferences, and exhibitions such as Educause to stay up to date with SaaS products and find potential upgrades to existing environments.
Site Specialist II|
Thermo Fisher Scientific Dow/Olin
From June 2016 to December 2018 • 2 year(s)
• Forecasted analytical skills for team leadership to create a measurable survey for customer and
partner satisfaction. Measurement improved to 92% within the first quarter of implementation and
97% by the end of the year.
• Introduced a new ordering system via web-based app, allowing ordering accuracy to improve to 99%.
• Revitalized inventory management process that lowered stock issues from 25% to 5%.
• Presented product demos using analytical data to help stakeholders make decisions on end to end
adoptions of new technologies.
Technical Consultant|
Self-employment
From January 2013 to June 2016 • 3 year(s)
• Trained customers on using new solutions with training sessions, videos, and coaching.
• Optimized IT solutions to help various companies improve their customer support, helping issue
resolution improve by 60%.
