Work Experience

INDEPENDENT CHANGE AGENT (Seattle, Washington)| April 2008 – Present

Solutions Architect, multiVERSIA | September 2015 – Present
.Partnered in the formation of an information services agency in San Juan, P.R., a social purpose agency focused on mapping social innovation ecosystems and developing networks to enable increased sharing of market intelligence
.Deployed and managed a learning and knowledge-sharing virtual environment using the Moodle platform to support the requirements for commercialization programs and professional development workshops offered by the start-up incubator Centro de Innovación at the Universidad de Sagrado Corazon
.Produced a data sense-making schema to organize data of art resources and marketplaces into decision-support relational activity visualization maps for the municipality of Caguas, P.R.
.Managed remote collaboration interactions using Glip, Google Drive and Google Hangouts

Operations Agent, Angel’s Bakery Llc | December 2013 – September 2015
.Provided bookkeeping, payroll and tax reporting services; mediated service provider contracts; resolved vendor billing variances; and, directed seasonal promotion initiatives
.Advised new small business in Madrona on defining strategies to achieve growth targets, manage capital, and implement controls to improve visibility, reduce loss, and inform resource investments—directing a gain of 37%+ YoY in revenue

Solutions Design Principal, ICO Inc. | September 2012 – December 2013
.Structured programs to realize the objectives of a community collaboration agency promoting infrastructure redevelopment and open learning initiatives in economically disadvantaged communities in Puerto Rico
.Deployed and managed a proof of concept instance of the drupal Commons (by Acquia) community content management system configured on Amazon AWS web services platform
.Designed a change agentry seminar to enable community leaders to manage local projects
.Mentored stakeholders on virtualized collaboration practices and tools—such as Google Apps, Cohuman, Dropbox, Evernote, Tableau, MS Project, Drupal Commons, Trello and Twiddla

Youth Soccer Administrator and Trainer, SeaTac United | February 2012 – December 2013
.Co-founded youth athletic and leadership development organization, delivering Coerver soccer training in low-income communities; managed operational transition in becoming a western region AYSO pilot partner
.Defined player objectives and training plans based on US Soccer age-specific development guidelines; and, produced coach and volunteer education resources
.Developed a Youth Associate volunteer program, to expose teenagers to service and leadership practices, directing their efforts to training younger players
.Implemented the AYSO Community Volunteer Protection Advocate (Safe Haven) program
.Designed under-5 (mini) soccer skills development plans, and delivered instruction to ages 3 to 12

Guest Lecturer, University of Washington | Fall 2011 and 2012
.Structured and delivered an undergraduate course on project management practices for Informatics students, focused on resolving agile change management and virtual collaboration challenges
.Trained students in the use of Microsoft Project to estimate work packages and resource requirements, while mentoring teams to consider the design and build issues relating to decision-support information (dashboard) systems
.Managed course content, forums and assignment repositories, and tasked graduate assistants, while contributing to the pilot of the implementation of the Canvas course management system at UW’s iSchool

Process Improvement Analyst, Milliman Care Guidelines | September – December 2011
.Reviewed systems risk assessment practices across functional groups, and co-authored business continuity controls guide for officers and senior managers
.Developed a process documentation framework to account for interactions and information requirements across functional groups to aid executives in prioritizing improvements to the Salesforce client onboarding workflow

Senior Analyst Business Intelligence, Avyci Solutions Llc | April – July 2011
.Authored work statements to provide Share Point integration and systems migration services in response to the requests for proposals—RFPs, from municipality and health agency administrators
.Advised marketing executives of regional cooperative bank on refinement of their key performance indicators, and resolved the SharePoint reporting and visualization dashboard data requirements

AMAZON.COM (Seattle, Washington) | February 1997 – April 2008

Program Manager – Operations, Cell Phones and Services (RCX) | September 2006 – April 2008
.Managed relations with carrier technical support teams, response protocols for critical events impacting customer satisfaction, and advocated for technical resources in the resolution of outstanding operational work items
.Produced macro-driven operational decision-support tools, such as an order aging report to pre-empt fulfillment or account activation issues; and, a visualization of pending work item aging to inform software development priorities
.Advocated for website content optimization to improve user experience workflows, collaborating with catalog, merchandising, ordering, fulfillment, and carrier activation teams
.Eliminated fraud in collaboration with carriers and internal investigation teams, building a process that utilized production database queries and Excel macros to flag suspect accounts

Technical Program Manager, Business Intelligence – Merchant Analytics | December 2004 – July 2006
.Managed an agile project lifecycle to design and publish the prototype set of the Seller Central merchant performance reports, while coordinating service migrations with the Seller Tools team
.Eliminated redundant overhead by negotiating schema requirements with business team managers and directing the consolidation of over forty legacy load jobs into a set of eight standard data sets
.Established relational data requirements, declared production data load jobs, and resolved report visualization service requirements

Systems Analyst II, Business Intelligence – Data Management Tools | Sep 2002 – Dec 2004
.Served as first-tier responder to all Datanet users, troubleshooting and prioritizing user interface work items
.Guided users on leveraging data extraction tools, and proposed underlying XML scheme improvements
.Structured and delivered learning programs, piloting a global trainer incubation course

Business Analyst II, Global Customer Service Operations | Jan 2000 – Sep 2002
.Maintained and automated data queries, reporting spreadsheets and decision-support visualizations of the daily and weekly global call center agent performance and contact resolution data sets.

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Launch Customer Support Lead, Payments Service | Aug 2000 – Feb 2001
Business Analyst, Auctions and zShops 3rd-Party Customer Support | May 1999 – Jul 2000
Launch Customer Support Lead, Amazon Auctions and Sothebys.com | Nov 1998 – May 1999
Accountant, Global Finance Operations | Feb 1997 – May 1998

ANCHORAGE HILTON (Anchorage, AK) | Apr 1995 – Dec 1996

Accountant, Accounts Receivable | May 1996 – Dec 1996
Night Auditor, Office of the Controller | Apr 1995 – June 1996