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Dana Robles

309 NE Naomi Ct. Hillsboro, OR 97001

(503) 640-6403 (H)     t  (971) 506-9876 (C)

dana.robles@gmail.com

Education

            Portland State University-

                                Master of Business Administration with concentration in Innovation Management, May 2009, GPA 3.8

                                Business Project: Strategic Marketing Recommendations for Kef Design, LLC

                                Member of Phi Beta Kappa Honor Society

                Linfield College-

                                Bachelor of Science in Business Information Systems, December 1999, GPA 3.73

Work History

Huron Healthcare (Huron Consulting Group), Lake Oswego, OR

Production Engineering Team Lead, 08/2010-Present

·         The Production Engineering Team is a key department that serves as a liaison and key group between our Product Management, Product Implementation and Solutions Support teams.  The team’s primary responsibilities include managing projects and developing applications and solutions that enhance client system stability, improve efficiency for our internal customers, and improve our ability to support external clients.  Also provide tier 2 engineering, development and DBA support for Huron’s SQL Server product and work with developers on Service Packs, software enhancements and bug fixes, product qualifications and other Product Management activities.

·         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 resulting in more stable systems and the increased ability to detect possible issues before they become client facing problems, quickly narrow down the root cause of incidents when troubleshooting and do comparison reporting across clients.  Prior to my arrival, the project had lost traction.

·         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

·         Through careful analysis, 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

·         Maintained a strong focus on our internal clients, handling issues quickly and looking for areas where we could provide value to them by saving them time or improving their ability to serve our external clients

·         Coordinated and managed all little “r” buy-up projects including working with contracting to draft Letter of Agreements, working with accounting to ensure projects are properly invoiced and monitoring hours to ensure they stay within range of the contractual agreement

Siemens IT Solutions and Services at Nike Corporation, Beaverton, OR

IT Business and Quality Manager, 06/2008-8/2010

·         Worked in a Business Systems Analyst capacity in several areas:

o    Fielded new report requests which included gathering initial business requirements, understanding the underlying business decision prompting the request, translating the business drivers to a technical reporting developer and performing report and data analysis and validation

o    Involved with rolling out a new self-service reporting system called MS Analytics which included identifying reporting needs when rolling out new modules, working with developers to ensure all data and features were built into new modules to meet those reporting needs and testing and validating

o    Defined SLA measurements and reporting which required understanding the agreement in the contract, working with customers to understand the business incentives and drivers behind the contractual agreement, working with reporting developers to identify the system limitations and negotiating a method for measuring SLAs that all stakeholders could agree on and then validating and testing all SLA reporting

o    Led improvement projects using Lean Six Sigma methodology which included interviewing employees and customers to understand the business requirements and opportunities, performing financial and trend analysis and working with business customers and back-end IT and development groups to implement solutions.

·         Oversaw reporting team and business intelligence functions for Nike contract and set guidelines and direction in line with Nike and Siemens objectives. 

·         Experience transitioning and managing a global account working with customers and internal employees in every region of the world

·         Led an initiative to achieve Global PMO best-practice Accreditation, in which our account was only the third in the country to achieve this and resulted in eight notable practices being recognized

·         Developed and implemented processes from the ground up including reporting and QCI processes.  Extensive experience in technical and process documentation. 

·         Managed multiple projects and improvement initiatives most recently saving over $250K in hard dollars within a 6 month period.

·         Experience in communicating with, presenting to and facilitating meetings with senior leadership teams

·         Used and Administered SharePoint including setting permissions and creating new sites

Lockheed Martin (LMIT)/Affiliated Computer Services (ACS) at Nike Corporation, Beaverton, OR

Systems Support Supervisor, 05/2003-05/2008

·         Supervised largest and busiest territory (15 PC Analysts and 3,000 end-users) while maintaining a 100% critical SLA meet rate

·         Regularly communicated with customers to understand concerns and technical problems and provide updates and explanations using everyday language that was familiar to them.  Also, regularly worked with back-end IT support groups to explain the business impact and figure out solutions

·         Coached employees for personal and company-wide excellence through day-to-day mentoring and yearly performance reviews

·         Facilitated numerous meetings including weekly team meetings and process improvement initiatives with a focus on generating ideas and gathering input

·         Key role in helping ACS achieve the first BS15000 certification in the U.S. by leading teams and driving successful implementation of BS15000/ITIL standards across entire Northwest data center organization

·         Proficient at analyzing reports and data, extrapolating information and combining this with intuition and 'gut-feel' to make sound decisions

·         Adept at looking at the 'big picture' and departmental and company goals, generating creative solutions and persuading and influencing others to achieve those goals

·         Improved numerous processes resulting in better equipment security, quicker turn-around times, less employee burn-out, less waste in the value-stream and other improved efficiencies across multiple business groups.  Documented and flow-charted these procedures using ISO guidelines

·         Interviewed numerous candidates for various job positions.  Great success rate in long-term quality and fit of candidates selected for hire.

·         Repeatedly take the initiative to not only seek out areas for improvement but also drive the solutions by communicating, getting the right people involved and taking all of the necessary steps to successfully implement the solution.  This included the creating of a Blackberry procurement process from delivery to installation for all of Nike WHQ and driving the creation and implementation of a department wide Blackberry training program which required leading a mentoring a team for successful results.

Systems Support Lead, 11/2001-4/2003

Systems Support Analyst, 02/2000-10/2001

·         Successfully project managed a team to bring all computer equipment in the newly constructed Tiger Woods building on Nike campus online

·         Part of a team that supported 6300+ end-users

·         Shared knowledge across the team by acting as a technology and team lead and contributing to the knowledge base

·         Persistent in fixing difficult technological problems either through research or logical deduction by understanding how computer systems work and function

·         Go the 'extra-mile' for customers by giving them a complete solution which involves constant communication, ensuring all issues are resolved, the necessary follow-through and guaranteeing complete customer satisfaction

·         Authored numerous user and technical documents that increased ease of using and supporting applications

Employment Trends, Beaverton, OR

Assistant Information Systems Manager, 09/1998-12/1999

·         Responsible for all company computer systems, infrastructure, reporting and applications

·         Brought all desktop support, some server support, and software and hardware installations in-house which saved thousands of dollars in consulting fees and created a quicker response time

·         Increased overall company computer proficiency by training new users and researching and answering all user questions

·         Proactively corrected potential server problems by monitoring event viewers and overall health of servers

·         Saved thousands of dollars by selecting and using a primary software-only vendor and making maximum use of open licensing  programs by planning ahead and purchasing in bulk

·         Designed, programmed and implemented an MS Access helpdesk ticketing system that assisted in dramatically decreasing user downtime

·         Learned and administered several mission-critical databases which resulted in minimum data loss and made maximum use of database functionality

·         Developed a MS Access budgeting database which saved managers approximately 3 weeks of work

Additional Experience

• Developed a comprehensive strategic marketing plan for a European water technology company and presented to experts including a venture capitalist and the owner of a marketing consultancy firm.
• Used a variety of primary research and completed a through competitive analysis for a local chocolate company making recommendations to solve a marketing problem.  Presented findings to the company’s marketing executive.
• Completed the leadership immersion program where our group competed against several other groups and won by developing a winning strategy for a fictitious company and making solid high level operational decisions to maximize profitability.
• Played a key role for a startup in finding a need in a highly competitive market by evaluating data gathered in research and spotting trends.  Used the findings to set a strategic direction and created a feasible profit model which they did not have prior.  Presented to an audience consisting of venture capitalists, entrepreneurs and executives.
• Consulted for a product business in developing a strategic marketing plan to help the company grow and expand to the next level.  This included recommendations on target market, positioning, pricing, product, distribution and promotion which were developed using a variety of primary and secondary research techniques.
• Developed a business plan for a novelty e-commerce retailer start-up.  Pitched the company to an Angel Investor in a 5 minute presentation.
• Used a variety of tools and techniques to conduct research and evaluate findings including surveys, interviewing customers, retailers, suppliers and even competitors, reviewing blogs and reviews, SWOT analysis, strategy canvas, evaluating industry trends and other tools and techniques.
• Performed financial analysis including net present value (NPV), break-even, ROI, etc.

Additional Training/Certificates

·         Lean Six Sigma Green Belt Certified

·         Completed Windows 2000 MCSE Curriculum

·         Portland State University management seminars (Coaching for Excellence, Performance Reviews, Effective Negotiation Techniques, Supervisor Essentials)

·         ITIL Foundations certified

Additional Information and Professional Recommendations

Professional recommendations, group memberships and additional information can be found on my LinkedIn profile

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