Technical Services General Professional (CIO IT Vendor Management)

Developed and implemented a comprehensive communication plan to effectively disseminate critical information regarding third-party software changes to key stakeholders.

· Managed and executed 10+ campaigns using Marketo resulting in a 60.49 % of discontinued third-party applications represented in savings for the CIO.

· Collaborated with cross-functional teams to streamline and improve communication processes, ensuring timely and accurate updates across various channels.

· Designed and developed metrics and a dashboard to track communication effectiveness and identify areas for improvement.

· Led initiatives to review and synchronize information status across multiple IT Support instances (AskIT, IT Alerts, w3 Apps and IT Support Article) ensuring consistency and accuracy.

· Created clear and concise documentation, including flowcharts and process guides, to facilitate efficient knowledge sharing and process adherence.

· Implemented strategies to manage the impact of third-party software discontinuations, including email campaigns, stakeholder engagement, and change saturation publishing.

· Developed a checklist to address Opsie email mistakes, minimizing reputational impact and customer dissatisfaction.

· Successfully led the adoption of the Hardware Security Key (HSK/YubiKey) by distributing over 95% of the 30K keys to our various high-risk or privileged access users.

· Translate complex information into straightforward, polished, engaging content.

· Write user-friendly informational scripts that meet the needs of the target audience, turning insights into language for user success.

· Collaborated with multiple teams (Stakeholders) to support the HSK offering: IT content, design, IES Developers, and our vendor, Yubico.

· Maintained website content, updating resources and documentation to clarify the diverse processes and increase adoption.

· Designed presentations, visuals, and how-to videos to support knowledge about the product and promote the adoption of the Hardware Security Key (YubiKey) among IBMers.

· Responded to technical support inquiries via phone or email, coordinating with our Hardware Security Keys team.

· Collaborated with IES developers to improve portal design and usability.

· Provided insight, testing, and feedback, implemented changes to accommodate user requests, relocated inventory, validated delivery addresses, and initiated a vendor-HSK portal sync for accurate shipping information.

· Created a Business Analyst’s and developers’ workflow process to help organize the developers’ and HSK teams’ requirements.

· Designed and implemented the HSK Support Workflow, ensuring the availability and maintenance of resources and managing a ServiceNow group for direct user contact, incident resolution, and metric tracking. Facilitated the transition of team members to Kyndryl by setting up a ServiceNow queue and providing training on its use.

· Focused on improving user adoption experience, demonstrated the product to potential customers, and trained users.

· Designed and implemented the HSK Support Workflow, ensuring the availability and maintenance of resources and managing a ServiceNow group for direct user contact, incident resolution, and metric tracking. Facilitated the transition of team members to Kyndryl by setting up a ServiceNow queue and providing training on its use.

· Developed a distribution timeline and updated as per executives’ requests.

· Worked with the IBM Design team by creating the narrative and planning.

· Member of Hardware Focal Team to coordinate the AMDI (Apple-managed device inventory) with Apple.

· Designated person on the team to reset IBMer’s Outlook password upon immediate request from the help desk agent.

· Produced videos for training purposes of newer members of the team.

· Provided remote technical support service of Apple Macintosh OS and Apple for iOS in English, Portuguese, and Spanish

· Translated on-line articles on Mac@IBM Help desk Community/Wiki from English to Spanish.

· Demonstrated communication, soft, and technical skills to provide remote troubleshooting and assistance for installation (or re-installation), usage, and configuration questions of IBM apps and tools on Apple devices that contribute to client satisfaction.

· Provided answers for general usage and operation questions related to the Mac@IBM Help desk and assistance with Mac@IBM Help desk documentation and troubleshooting to the supported products.

· Collaborated with other support centers and business units to provide seamless problem resolution.

· Demonstrated proficiency in Apple hardware and deep knowledge of the applications available in the Mac@IBM app store.

· Supported the three-year milestone celebration with a compilation video for the three years of Mac@IBM Help Desk Celebration.

· Trained the new generation of advisors for using Dash, the shortcut tool to boost productivity, and Sametime, the instant messaging that provided social communications for the business environment.

· Provided telephone technical support for Apple’s popular products: Mac Desktop: Mac Pro, iMac, and Mac mini; Portable Computers: MacBook Air and Mac Book Pro; iOS Devices: iPod, iPhone and iPad; Wireless Multimedia Hardware: AirPort Base Stations (AirPort Express, AirPort Extreme, and Time Capsule) and Apple TV; and Apple applications (Mail, iCloud, Safari, etc.)

· Engaged the consumers when troubleshooting with knowledge, aptitude, and exceptional soft skills.

· Diagnosed and resolved technical issues by partnering with customers.

· Provided technical support in English during rollovers for the creative applications: Photos, iMovie, Garage Band, Keynote, and Numbers.

· Project Manager for the state’s braille test books production processes for grades 3-12.

· Reviewed and edited test books from the development stage through production.

· Provided Spanish translation of test items, manuals, and process documentation.

· Performed limited fact-checking and research as required.

· Reviewed and edited ancillary documents, such as technical reports, protocols, administration manuals, business process documentation, etc., As needed.

· Assisted with Universal Design Review (UDR) of Items and Passages in Texas Item Bank (ITTB) to support the Content Development Group.

· Scoring Supervisor of the Spanish Texas Assessment of Knowledge and Skills (TAKS) Exit Level Reading Comprehension and Written Composition, Grade 4 Spanish.

· Managed scoring tasks, including evaluations, intervention logs, attendance tracking forms, paperwork, support, etc.

· Supported site policies and monitored scores (Back reading) and provided feedback and intervention.

· Managed scheduling, follow-up, and information delivery of remote installations with Dell customers.

· Collaborated with various departments to facilitate the completion of installation service.

· Helped and supported customers with questions related to service, documentation, and requirements for previous installations.

· Designed reports, presentations, and formats using the Microsoft Office suite.

· Supported MACC team with regular duties.

· Created presentations and formats using Microsoft Office suite and brochure design using Adobe suite.

· Designed and managed calendars and Brochures for the Gallery.

· Acted as a backup for other regular duties like receptionist and administrative assistant.

· Helped in the planning and coordination of Events at the Center.

· Served as a translator for Hispanic visitors and guests.

· Planned the special events schedule, 15 events such as Workshops, Seminars, Forums, and Exhibitions, during the last season between September 3rd and September 11th.

· People management, 15 direct reports, one in each event.

· Budget management, planning, and coordination of the budget assigned to the department.

· Coordinated logistics, transport, lodging, and special requirements for the special guests.

· Database administration.

· Designed reports, presentations, and formats using the Microsoft Office suite.

· Participate in planning and design of the strategic initiatives for the channel. Propose type of programs, new projects, different broadcast transmissions, new process for master operators, editors and camera men.

· Development and Coordination of the internal and external communication processes of the TV channel.

· Lead and implement the creation of Telecafé Portal (http://www.telecafetv.com.co).

· Design and maintenance of the program grid that was published in the local newspapers and the Web Site.