Professional Summary

Doctoral Candidate - University of Central Florida (Sociology):  

Coursework includes Sociological Statistics, Sociological theory

Master's Degree - University of Central Florida (Statistical Computing):  

Coursework includes: Response surfaces, Stochastic modeling, Design of Experiments, Categorical Data analysis, Statistical Theory, SAS programming

Bachelor's Degree - Alabama A & M University (Mathematics / Computer Science): 

Coursework includes: Calculus I - IV, Differential Equations, Matrix Theory, COBOL, Fortran Assembler

Activities: National Association of Mathematics - Presenter, National Society of Black Engineers (VP), EPSCoR Research fellow

TICKETING SYSTEMS: ServiceNow, Jira (Atlassian), Salesforce, Zendesk, Oracle MOS. 

TOOLS: Looker, Tableau, Power BI, Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Publisher, Access, OneNote),  Pentaho Analyzer, Dropbox, Google Suite (Docs, Forms, Slides, Keep, Sheets), Trello,  Kronos, Oracle Expenses, Clarity, Visio,  LMS portals. Chat Tools: (MS Teams, Skype, Pidgin), CDyne, ACD (automated call distribution) platform. 

PLATFORMS: Windows, MacOS, Oracle 8i, 9i RDBMS, SQL Server, 

LANGUAGES: SQL, JavaScript, MQL, HTML 

Served as the primary global hiring manager for a fast-growing, national support team in the rapidly growing communications technology space.

Activities:

· Managed/expanded the product support team in collaboration with a global, multi-national team across 5 Support centers. Acted as a visionary for multiple quality initiatives; Ticket Quality, Change management, Support Training, Knowledge Base development, Ticket Taxonomy

Applications/Languages: 

Confluence, Salesforce, Jira, Google Tools (docs, sheets, slides, forms), MS Tools (Excel, Word, Powerpoint), Service Now, Oracle Applications (Expenses)

What did I learn from Twilio?

1. My personality evolved again; my 16 personalities profile now indicates that I am an "advocate." I have a deep, personal commitment to helping others grown. I learned that people trust me and I do not take that for granted. 

2. I also rekindled my love for data; I am naturally drawn to it and my peers in leadership tend to lean into my abilities to find data, understand that data and allow the data to inform my asking the right questions to help drive incremental, positive change.

 Jun-2021 -> present

Developed course layout using Mathlab / Canvas integrations to host two course types; Intermediate Algebra and Survey of Mathematics (Intro to Statistics essentially).

Activities:

· Conducted class sessions with 15 - 23 students in Live, Remote and mixed class formats

·  Developed quizzes using Kahoot to build fun, yet challenging activities applying chapter concepts

·  Created assignments, homework and tests

·  Hosted office hours (nights & weekends) to review past assignments and aid students with chapter concepts

Applications/Languages: 

Canvas, Mathlab, MathIAS

What did I learn from Valencia as Math Adjunct?

1. Mentoring students is deeply rewarding.

2. It's not so much Math that I love as helping others grow. Algebra and Statistics are simply concepts that I grasp and can help others to grasp.

 Aug-2020 -> present (part time, as suits my schedule)

 Note: Healthgrid was acquired by Allscripts in April 2018. 

Served as the primary global hiring manager for a fast-growing, national support team in the rapidly growing Healthcare IT space.

Activities:

· Managed/expanded the product support team in collaboration with a global, multi-national team across 2 Support centers. Acted as a visionary for multiple quality initiatives. Served as POC for leadership level escalations.  

Served in a project manager capacity for an implementation transitioning a Support platform from Jira to Service Now.

Applications/Languages: 

Confluence, Salesforce, Jira, SQL, Google Tools (docs, sheets), MS Tools (Excel, Word, Powerpoint), HTML, Service Now, Oracle Applications (HR)

What did I learn from Healhtgrid (Allscripts)?

I learned that my instincts are pretty good.  I also learned that my personality has changed a bit.  I used to be a "C" type on the DISC personality test.  I've become more focused on getting things done and moving forward; more of a"D" type now.

 Sept-2018 -> Dec 2019 

Note: Pentaho was acquired by Hitachi Data Systems in April 2015 and was fully integrated into Hitachi in January 2018.

Served as primary national hiring manager for a fast-growing, global support team in a fast paced work environment with a bilateral focus on both Customer and support member success.

Activities:

· Managed/expanded North America product support team in collaboration with a global, multi-national team across 3 Support centers. Championed and implemented multiple quality initiatives.  

Applications/Languages: 

Confluence, Salesforce, Jira, Zendesk, SQL, Pentaho Analyzer, Google Tools (docs,sheets), MS Tools (Excel, Word, Powerpoint), Kronos, HTML

What did I learn from Pentaho?

Hire great people and trust them to use their ingenuity to help you fulfill your vision. When you establish a new process that is working; make sure it gets documented appropriately.

Jan-2016 -> May 2018

 Provided technical support oversight for high visibility, Mission critical issues. Liaised with Technical Support and Product Development leadership/executives to expedite problem resolution. Monitored high impact issues and provided quarterly metrics for customer review. Advocated on behalf of customer to Executive leadership and provided summary and detailed problem reporting. Served as POC for customer leadership during high  visibility situations and communicated Situation reports both internally and externally.   

Awards / Certifications: 

Distinguished Service, Pacesetter Award, ITIl(v3), PMP Training (4th Edition PMBOK), Six Sigma Green Belt, Six Sigma Black Belt

Applications/Languages: HTML, Oracle BI Reporting, My Oracle Support, Oracle Apps, MS Tools (Excel, Word, Powerpoint)

What did I learn in this role from Oracle?

The customer must be heard and they need to know that they are being heard. Also, sometimes it takes a pro to deliver the right message at the right time.

Aug-2011 -> Dec-2015

 Co-managed a national team of 40+ call center engineers in a global team of 100+ in support of 24x7x365 enterprise-class software support team. Managed call center staffing, handled customer escalations, managed compensation and overtime, managed team training. Worked with cross-functional teams in support, development, sales, account management in a fast paced, customer driven, results based environment.  

Awards / Certifications: 

Pacesetter Team Award, ITILv3

Applications/Languages: 

HTML, Oracle BI Reporting, My Oracle Support, Oracle Apps, MS Tools (Excel, Word, PowerPoint).

What did I learn in this role from Oracle?

The metrics are important but they don’t tell the whole story. Manage and guide the behaviors of your team with a clear value system according to truth and trust the numbers to simply tell that truth.

May 2006 -> Aug-2011

 Oracle Order Entry, Oracle RDBMS, Performance tuning support (Oracle 7.3 – 10g), Served as acting manager and team lead (Database Performance Tuning), wrote technical articles to capture new problem patterns. Specialized in Shared Pool tuning (SQL Parsing). Participated in Issue Pareto Analyses to consolidate workflows, improve documentation and reduce overall team workload.  

Awards / Certifications: 

Oracle Certified Professional 8i, 9i, Distinguished Service award

Applications/Languages: 

Oracle RDBMS Query tuning tools (10053 trace, 10046 trace, tkprof, ADDM), DB performance tools (Bstat/Estat, AWR), Systemstate dump, library cache dump, Heap Dump, Unix, RDA

What did I learn in this role from Oracle?

Leadership is not just based on your title; it’s what you do and what you don’t do that has an effect. Also, teamwork makes a huge difference.

Dec-1998 -> May-2006

Coordinated timely completion of reports, data files and surveys relative to statewide reporting by distributing in-coming requests to appropriate departments/staff within the college. Developed/maintained Microsoft Access database to cross reference mainframe data and generate in-house reports and publications. Utilized FTP software to upload/download formatted reports to/from a state-wide staging area. Created technical documents using combinations of Microsoft applications to describe enrollment characteristics for College executives’ decision making. Served as a point of contact for state-wide reporting needs.

What did I learn in this role from VCC?

Professionals act and communicate as professionals.

Jun-1997 -> Dec-1998