Mario Cisneros: Professional Work History
SUMMARY
A versatile, results-driven information technology manager with extensive experience in Web design and development, Intranet creation, business analysis, project management, data security, disaster recovery, service desk operations, curriculum development, and multimedia. Possesses a demonstrated ability to reduce costs, streamline processes, create new streams of revenue, and accelerate productivity by designing, implementing, and supporting cutting-edge technical solutions.
Utilizes excellent communication skills to coordinate efforts between diverse groups and locations, negotiate effective agreements, build a positive rapport with vendors and customers, and deliver concise, intuitive training curriculum and documentation. A natural leader, who motivates and enables powerful teams to reach personal and professional goals in a cost-conscious and timely manner. Drives continuous improvement and approaches each new challenge with an ardent desire for success.
EXPERIENCE
Perot Systems, Plano, Texas
Web and Graphic Design Specialist, 2001 - 2003
Served as a member of the graphics and multimedia design team tasked with defining and prioritizing web initiatives, and taking a lead role in the front-end design, layout, composition, development and implementation of large scale Web presentations. Held responsibility for defining, preparing and coordinating with all departments, including marketing, operations, sales, IT, and senior management, a site requirements document for all Web development initiatives. Defined, created, implemented, and monitored a detailed project plan outlining the development of assigned Web sites.
Prioritized and implemented change requests as needed and communicated status of each change/project to the customer. Created graphical mockups of proposed sites in the design phase before actual construction. Managed editing and assembled digital video for Web publication, complete with sound and special effects. Updated, edited, and maintained content for the corporate Intranet. Provided HTML support to the company’s content managers to ensure that proper adherence to the standards, policies, and style guidelines mandated for Intranet development were followed.
• Intranet Development: Created, designed and implemented the internal communications Intranet, which served as corporate’s primary medium for communicating to the associate highly classified information about various business matters. This significantly reduced the amount of email traffic, and increased the associate’s level of awareness regarding Perot Systems’ financial status, key business deals and compelling associate stories on a weekly basis.
• Web Authoring Instruction: Conducted a highly successful and well-received two-day class in Web authoring for two major clients located in Houston and Pasadena. This resulted in the client being able to routinely update and maintain their internal Web sites without needing to coordinate efforts and schedules with Perot resources.
• Community Interaction Enhancement: Created, designed, and implemented an HTML email template used by corporate communications to advise associates of upcoming events in their surrounding communities that needed volunteers for charitable enterprises. This resulted in a higher percentage of associates volunteering their time for various and notable organizations (i.e. Habit for Humanity, Red Cross, Marathons).
• Banner Ad Design: Created and designed an animated banner advertising career opportunities at Perot Systems, which ran on several online job search Web sites, and garnished significant results.
• Patent Data Consolidation: Created, designed, and implemented the patent museum Intranet, which served as corporate’s primary medium for communicating to associates recent patents approved and awarded to associates around the world.
• Dreamweaver Certification: Passed the Macromedia Dreamweaver developer certification exam. This particular certification provided additional credibility as a Web author and instructor when conducting classes for associates and especially clients, and promoting the company’s Web service offerings.
Web Content Manager, 1999 - 2001
Functioned as the Perot Systems University development manager responsible for updating, editing, and maintaining content for the corporate Intranet training site. Held responsibility for instructing classes on various Web-based technologies to clients and Perot associates company-wide. Led the continued development and maintenance of the company’s second largest Intranet site, which housed eight unique Web presentations pertaining to associate training and continued education. Managed the overall design and development of the School of e-Business, the company’s information repository for Web based technologies.
• Training Intranet Creation: Created, designed and implemented the corporate training Intranet, which served as the companies primary medium for communicating and providing to the associate numerous technical and business related courses. This enabled associates to successfully complete corporate’s mandate requiring 40 hours of training annually, improved employee skill set development, and provided significant cost savings.
• Web-Based Course Instruction: Conducted more than 60 Web-based classes in conjunction with training and development’s technical course offerings. This enabled in each organization to enroll a team member charged with maintaining and managing their particular Intranet to significantly enhance their authoring skills without having to rely on the Web services organization to update their sites.
• Curriculum Development: Played a key role in developing the HTML curriculum used in the engineering development program (EDP). This particular program focused primarily on hiring military recruits and putting them through an intensive twelve-week boot camp comprised of numerous technical courses. This resulted in deploying hundreds of qualified technical resources on various projects and/or accounts utilizing their newly acquired array of technical skills.
Web Production Engineer, 1998 - 1999
Worked on a client account addressing the Year 2000 millennium bug for Excel Communications. Held responsibility for developing and managing the client’s Y2K Intranet site, including the overall design and implementation of Excel’s Intranet sites by creating and linking new HTML pages and graphics. Interfaced closely with the client’s content managers to gather project requirements and engaged in all aspects of the project from conceptualization, to the fine details of design and layout.
• Intranet Development: Created, designed and implemented Excel Communications Year 2000 Intranet, which served as the company’s primary medium for communicating and providing their employees with information and a routine status pertaining to the company’s year 2000 effort.
• Account Data Consolidation: Built and implemented a Web site on Perot Systems Intranet detailing, outlining and disclosing high level details and information about the account.
Client Care Center Manager, 1996-1998
Managed a post-implementation help desk that provided application and technical support for a claims processing system, and a practice management system in a managed care environment. Led a team of ten business analysts, conducting performance reviews, conducting team meetings, assigning special projects, conducting presentations on help desk methodologies, and coordinating training classes. Monitored problem tickets, addressed urgent client needs, managed vendor-related software problems, prioritized workflow, designed system reports, prepared weekly status and called statistic reports, and prepared monthly compliance and system analysis reports.
Held responsibility for researching, analyzing and resolving application issues. Performed system security set-up. Defined team objectives, developed departmental guidelines, streamlined processes, and interfaced with senior management to develop strategies to improve customer service. Monitored profit and loss of assigned cost centers, forecasted revenues/expenses, maintained acceptable operating margins, and ensured accuracy of client invoices.
• Team Building: Increased the staff from three to eleven business analysts, and equipped team members with new computers. Prepared and submitted to senior management requests for equity adjustments for team members who were not adequately compensated based on industry standards.
• Performance Enhancement: Awarded spot bonuses and promoted company sponsored team outings, which resulted in improved morale, performance, and productivity.
• Customer Service Improvement: Streamlined existing processes and procedures in an effort to improve the quality of our services in direct relation to our service level agreements.
• Problem Resolution Acceleration: Created new processes/procedures that incorporated a methodical approach, and innovative methods needed to resolve open problem tickets in a much more succinct and timely manner.
• Client Issue Tracking: Developed reports that precisely detailed in a concise format outstanding issues in an effort to more easily track and manage client issues.
• Collaborative Error Reduction: Conducted weekly reviews with customers, vendors and staff in order to better understand through open dialogue and a candid exchange of ideas how to minimize errors.
• Departmental Performance Turnaround: Brought structure, direction, consistent leadership and clearly define objectives to a dysfunctional unit, and the net result was a sizable reduction in open problem tickets, and extremely satisfied customers.
EDUCATION
Lawrence Institute Technology, Southfield, Michigan
Humanities and Computer Science, 1979.
COMPUTER SKILLS
MS Professional Suite, Macromedia Studio MX, XHTML and CSS