Abigail Paniagua
San Antonio,TX
Summary
Results-driven Area Manager with Six Sigma trained and over 20 years of experience in process optimization and vendor management. Delivered operational improvements, including an API deployment that achieved $70M in savings and identified critical software defects. Expertise in technical writing, training, contract negotiation, and business continuity planning, with a focus on cross-functional alignment to enhance performance and reduce costs.
Overview
1
1
Certification
4
4
years of post-secondary education
30
30
years of professional experience
Work History
Instructor
Ancora Education
San Antonio, Texas
02.2018 - 12.2023
- Delivered comprehensive training for CompTIA A+, Network+, Linux+, and Microsoft Server certifications, ensuring students achieved necessary competencies.
- Lead and coordinated Instructor Lead training for Network Specialist Program, ensuring consistent delivery across local and nationwide cohorts.
- Maintained the highest retention in the program through effective instruction, mentorship, and student engagement strategies.
- Upgraded and modernized teaching materials to enhance course quality and align with current industry standards and certification objectives.
- Provided training locally and nationwide, adapting to diverse learning environments and meeting organizational needs.
Area Manager -Technical Process/Quality Assurance Analyst
AT&T
San Antonio, Texas
04.1994 - 10.2016
- Achieved Six Sigma certification, specializing in end-to-end efficiency and deploying an API that saved the company an estimated $70M.
- Identified a critical software upgrade issue within a complex project, mitigating potential losses and saving an additional $26M.
- Completed major software upgrade on time and within budget while ensuring compliance with regulatory mandates.
- Developed data flow diagrams for provisioning systems and new architecture with Minitab and Six Sigma tools to enhance process optimization.
- Assessed operational workflows to identify and document value loss, utilizing Microsoft SharePoint for improved collaboration and process transparency.
- Process Optimization & Systems Efficiency Specialist
Area manager - Sr. Network Support
AT&T
San Antonio, TX
06.2006 - 06.2012
- Delivered technical training and troubleshooting support to over 300 internal customers, improving proficiency with new system flows and diagnostic procedures.
- Delivered technical training and troubleshooting support to 300+ internal customers, enhancing proficiency with new system flows and diagnostic procedures.
- Developed Visio and PowerPoint materials for training and project overviews, fostering cross-functional communication and team alignment.
- Standardized operational procedures to ensure consistency, compliance, and clarity across management and non-management teams.
Area Manager - Vendor Management
AT&T
San Antonio, TX
02.2001 - 10.2006
- Managed Statements of Work, Service Level Agreements, and RFP processes to ensure vendor accountability and performance.
- Negotiated contracts and strengthened vendor relationships, realizing cost savings through strategic road-mapping and pricing analysis.
- Led implementation of open-architecture voicemail solution, transitioning from closed, single-vendor model to scalable multi-vendor environment, enhancing operational flexibility.
- Directed system development efforts with IT partners, producing technical documentation, requirement drafts, and architecture specifications.
- Oversaw business continuity planning and produced operational documentation and reporting, ensuring clarity and compliance.
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Manager - Sr. Integration Manager
AT&T
San Antonio, TX
07.1999 - 01.2001
- Managed UNIX voicemail platform operations for home, business, and mobile customers, ensuring seamless service delivery.
- Oversaw system reliability, service continuity, and cross-team coordination as Sr Integration Manager.
- Developed and implemented troubleshooting procedures for support teams, enhancing issue resolution efficiency and training all teams on new methods.
- Created performance-enhancing UNIX scripts to measure system health, optimize throughput, and reduce latency.
- Collaborated with engineering, operations, and customer-facing teams to maintain platform stability.
- Collaborated with engineering, operations, and customer-facing teams to ensure platform stability and reliability.
- Earned promotion due to significant impact on team success. as recognition for exceptional contributions to team success. for exceptional performance and leadership.
Customer Service Representative II
AT&T
Dallas, TX
04.1994 - 06.1999
- Configured complex voicemail systems for business customers as single point of contact for major accounts.
- Built and configured complex voicemail systems for business customers, serving as the single point of contact for major accounts.
- Documented customer updates, configuration changes, and service adjustments to ensure accurate operational records.
- Coordinated with system support teams during upgrades and enhancements, identifying root causes and implementing solutions.
- Managed resource reconciliation to ensure proper allocation and system accuracy.
- Secured promotion in recognition of reliability and expertise. in recognition of performance, reliability, and technical expertise.
Education
Associate of Applied Science - Information And Communication Technology
San Antonio College
San Antonio, TX 09.2016 - 09.2019
Associate of Applied Science - Information And Communication Technology
North Lake College
Irving, TX 01.1995 - 05.1996
Skills
- Teaching and training
- Technical Writing
- Data analytics
- Big Data Analytics
- Six Sigma Trained
- Unix Administration
- Software Development
- Vendor oversight
Certification
- Montessori Institute of America, Irving, Texas 1992, Montessori Instructor
- North Lake Community College, Irving, Texas 1994, 15 hours
- Six Sigma Black Belt Training, Irving, Texas 2012-2013
- Agile -Bronze metal, San Antonio, Texas 2014
- San Antonio College, San Antonio, Texas 2015-present, 45 hours, CCENT Certified, MSNA, SecurityPro, National Honor Society Fall 2017-2019
Timeline
Instructor
Ancora Education
02.2018 - 12.2023
Associate of Applied Science - Information And Communication Technology
San Antonio College
09.2016 - 09.2019
Area manager - Sr. Network Support
AT&T
06.2006 - 06.2012
Area Manager - Vendor Management
AT&T
02.2001 - 10.2006
Manager - Sr. Integration Manager
AT&T
07.1999 - 01.2001
Associate of Applied Science - Information And Communication Technology
North Lake College
01.1995 - 05.1996
Area Manager -Technical Process/Quality Assurance Analyst
AT&T
04.1994 - 10.2016
Customer Service Representative II
AT&T
04.1994 - 06.1999