Linfield University

Portland State University - School of Business

Portland State University

Information Technology Infrastructure Operations Manager at adidas

Portland, Oregon Area

Lead 19 direct reports and oversee IT Infrastructure and Operations for the US including our North America HQ in Portland, Carlsbad, LA, NY, Chicago, Pittsburgh, US remote employees and all US retail store back office computers. Realm of responsibility includes all hardware and software support and asset management of end-user computer equipment for Mac and PC including tech bar and tier 2 support, IT new hire orientation, A/V for conference rooms and events, mobile phone/MDM life cycle management support for all US adidas and Reebok locations. Notable achievements include: -Lead the implementation of a ServiceNow asset management system for all US and Canada offices. This included understanding the requirements and doing a gap analysis, leading meetings with our global teams, and working closely with developers and end-users to develop and implement the end solution.-Lead the Windows 7 to 10 upgrade project for all end user devices in our US headquarters, remote offices, retail store back office, and devices used by about 400 remote sales staff.-Implementation of an employee off boarding process used across all US and Canada offices to ensure corporate assets are returned when an employee leaves the company-Turned around negative perception of IT in our Carlsbad office by listening to and addressing user concerns and working with networking to fix ongoing network connectivity issues-Lead initiative to resolve underlying WiFi and network connectivity related issues in our US Headquarters office by hiring the needed expertise then leading a collaborative task force-Ensured our New York office remodel and consolidation go-live was successful by being on-site ensuring WiFi connectivity issues were resolved all needed equipment for conference rooms, printers and end devices were ready to go on move in date-Known for hiring one most diverse and talented teams in our Portland office

adidas

IT Infrastructure Operations Manager

Accomplishments:-Successfully led a 2 year project as a senior business systems analyst using Agile Scrum methodology to replace business critical application.  Involved early on from making a business case and getting senior management support all the way through go-live implementation and post-production support. -Led a project to implement new state-wide legislative rules into a system.  This required learning the application and business processes as well as understanding the legislative changes. We met the tight state deadlines and the customer said this was the smoothest IT project he had ever seen.-Led a project in a project management role and mentoring a business systems analyst to implement a system for a brand new tobacco licensing and inspections program.  This program is the first in the state and all of the business processes are being built from the ground up.  Met the go-live date, on time, on budget.Summary of responsibilities:•	Manage portfolio of applications including release cycles, technical documentation, tier 2 and tier 3 support.  •	Maintain customer relationships and advocate for all IT needs•	Work with customers to identify business needs and drivers and make IT system recommendations•	Lead analysis workshops and training sessions•	Perform Product Owner and Scrum Master roles•	Work with customers to identify areas for process improvement•	Gather requirements and translate those requirements for back-end IT support groups including Developers, DBAs, and GIS Analysts•	Project manage and work closely with customer and back-end IT support groups throughout the development lifecycle to ensure a quality product is delivered•	Perform cost analysis and write technical documentation•	Write customer facing documentation and lead training classes as required•	Assist with QA testing and system troubleshooting•	Vendor and contract management, including SLA, case follow-up

Multnomah County

Sr. IT Business Consultant

- Worked closely with developers and Scrum Masters on escalations, including gathering requirements, understanding the business impact and communicating those requirements to our developers •	Created and analyzed reports and data to assist with team planning, prioritization and identifying process improvements•	Took on Business Analyst and Project Manager role for a significant innovative initiative to automatically monitor and transport performance metrics from a client site to a central data warehouse•	Led a diverse group of IT professionals including SQL Server Database Administrators, Production Engineers and a coordinator.  Set direction, vision and priorities.  Coached and mentored employees for personal development and heightened effectiveness and productivity•	Worked within an Agile Scrum model for development and implementation.  Used Scrum as a model to implement a process to prioritize projects for our department•	Rewrote and created client facing technical documentation resulting in decreased rework and delays in our product implementation•	Recommended and implemented an improvement to the existing Product Qualification process potentially saving thousands of dollars while adding value to our clients•	Used advanced Excel features including ODBC, pivots, formulas, charts and graphs and Microsoft Access to join related tables•	Used and administered SharePoint including adding web parts, publishing Excel reports, creating surveys, KPIs and lists, setting up permissions, alerts and version control, creating new sites and document libraries•	Re-engineered and provided direction to improve several processes increasing effectiveness and reducing waste including a software development intake process and tier-2 support methodologies

Huron Healthcare

Production Engineering Team Lead

Led the Quality and Continuous Improvement and Business Intelligence department for the Nike account. Responsible for Quality initiatives using Lean Six Sigma methodology and all aspects of reporting including SLA and contractual.Successes included:•	Worked in a Business Systems Analyst capacity for our enterprise business intelligence tool, reporting initiatives and process improvement initiatives•	Led an initiative to achieve Global PMO best-practice Accreditation, which followed ITIL and Lean Six Sigma standards, in which our account was only the third in the country to achieve this and resulted in eight notable practices being recognized•	Led an improvement effort that resulted in the Service Desk resolving more issues on the first call which saved the company $32,000+ in costs savings and decreased the risk of missing a critical SLA with financial penalties •	Found and corrected several multi-thousand dollar reporting mistakes during the transition to Siemens•	Recommended a process improvement that led to a decreased risk of missing a multi-thousand dollar penalty SLA.  •	Saved the company over $400K/year in hard dollar savings by decreasing the number of transactions handled by the Service Desk allowing them to focus on those that had real customer value•	Facilitated several high-level Nike presentations and meetings including an all day SLA analysis meeting•	Worked and developed processes across a global, intercultural environment with people located in all regions of the world•	One of the first members of the original Program Management Office (PMO) .  Contributed to organizing and developing new processes using the ITIL Service Management framework.

Siemens

IT Business Manager, Quality and Reporting Team (Nike Account)

- Managed a team of 11- 15 end-user Systems Technicians.  Pro-actively found and led numerous improvement efforts including:  o	Implemented a Dead on Arrival (DOA) process for equipment arriving in a defective state affecting all territories across the Nike campus and several cross-functional departments.  This led to an increased turn-around in DOA replacements and reduced costs.  o	Developed and Implemented a Blackberry procurement process from order to delivery and installation.  o	Developed a process and corresponding reporting to send old and outdated equipment back to inventory and ensuring assets were properly tracked.•	Led a successful training project to get all Systems Technicians quickly trained and able to support high-level Blackberry end-users. •	Mentored and developed employees including helping an employee develop and pitch a process improvement effort saving our client thousands of dollars and increasing the turn-around time of certain computer peripheral deployments by several days. •	Interviewed and made hiring decisions.•	Conducted performance reviews.•	Worked closely with customers on a day-to-day basis including reaching out to dissatisfied customers and taking action to increase satisfaction.•	Managed system support and implementation projects including gathering customer requirements and timelines and ensuring we executed against those requirements.

ACS - Nike Account

Systems Technician Supervisor

- Led a team of 15 End-User/Desktop Suppot Analysts in the busiest and most challenging territory on Nike campus. •	Ensured customer remained satisfied by meeting SLAs, communicating with customers, fielding customer complaints and making incremental improvements to improve response time and communications. •	Co-led a project to get our data center BS15000 (with ITIL) certified- the first certification of this kind in the US.  This included training employees across the company in ITIL and facilitating meetings and managing projects to ensure departments were meeting ITIL standards in key processes.

Lockheed Martin Information Technology - Nike Account

Desktop Support Supervisor

Support end-users on the Nike account.  Led a project to get the Tiger Woods building on Nike campus online in time for the grand opening.  Achieved my Lean Six Sigma Green Belt certification.  Project involved leaning out and improving quality on a server-side log process using LSS tools and statistical computation.  Troubleshot operating systems, hardware, network and MS Office and other applications.  Provided excellent customer service.

Desktop Support Analyst- Lead

In charge of company servers including the domain server, SQL server and backup process.  Supported GoldMine on both the server and client side and then transitioned to SalesLogix.  Implemented an imaging process saving time and increasing standardization.  Developed databases from the ground up including a ticketing system and a budgeting system that narrowed the budgeting process from over a week to just a few hours.  Created numerous reports. Rolled out an automated Anti-Virus system.  Managed and supported all client-side computers across 3 locations.  Managed licensing and asset management.

Darcy Walters-Robles