Cynthia Garza
IT Manager
Houston,TX
Summary
Proficient and highly qualified Information Technology manager with over 25 years of experience in analyzing business and IT processes, identifying technology needs/improvements, and maintaining compliance with IT controls, Application Support, and Vendor management. Strong aptitude in communication and collaboration across Business and IT organizations within a global setting. Seasoned player in the design, implementation, and management of efficient and cost-effective solutions.
Overview
27
27
years of professional experience
3
3
Certificate
3
3
Languages
Work History
Technical Landscape Manager
Shell International
04.2019 - 03.2022
- Defined and managed application bundles for multimillion-dollar portfolio. This included development of operational budgets, management of vendor contracts, strategy development of charging business units and Non-Operating Ventures (NOVs) for use and management of application stability.
- Delivered regular reporting for application health and financial status to key business leaders.
- Assisted application owners in promoting new applications/bundles to expand usage to business units and NOVs. This included explaining cost structures and scope, development of Request for Service Contracts when necessary and understanding legal limitations due depending on locations/countries/partnership type.
- Ensured compliance to IT regulations, policies, and procedures by owning controls and participating in internal and external audits.
- Led review of support's scope, processes and procedures to identify cost reduction opportunities of 10% or greater during period of financial difficulties.
- Responsible for staff development in areas of support processes, financial reporting, and general IT skillsets.
- Served as competency interviewer for enterprise-wide hiring.
Continuous Improvement Manager
Shell Projects & Technology Information Technology
07.2018 - 04.2019
- Implementing Continuous Improvement (CI) framework to develop and embed CI culture.
- Collaborated with CI teams from other IT organizations to identify and implement best practices.
- Led CI project as needed like effort to clearly define ways of working between project and support teams to be able to determine per cost per application.
- Provided coaching on Continuous Improvement tools to staff.
- Served as focal point for ServiceNow ITSM implementation ensuring key staff completed training, assets appropriately configured in tool, and status reporting to department leadership.
Support Manager
Shell Projects & Technology, Engineering & SMART
01.2014 - 06.2018
- Served (on loan to enterprise project) as ServiceNow - Enterprise Training Lead for implementation of ITSM modules to IT staff and suppliers.
- Led four direct reports and eight ITIL process SMEs to deliver and manage training curriculum to 10000+ IT staff.
- Developed ServiceNow reports tools to monitor and tracker status of individuals/departments/organizations.
- Managed communication channels including internal social media platforms and Outlook mailboxes to address questions and respond to requests for changes to users lists and profiles.
- Participated in supplier engagements to provide updates progress reports and address issues/challenges/blockers.
- Managed creation and deployment of tutorial videos for business implementation of self-reporting modules.
- Led efforts to document and improve 'ways of working' between application support teams, Infrastructure teams, and supplier teams.
- Served as the Support SME on DevOps task force that defined maturity model and performed assessments of teams.
- Defined operational KPIs, and provided data monthly to monitor delivery, and provided delivery leads guidance on analyzing the data.
- Managed Application Categorization process to help teams drive down cost by prioritizing work on applications with highest Business impact.
- Managed development of department websites by defining standards for content and security, auditing sites, and serving as project manager for key, cross team sites.
- Managed transition of support activities to Accenture, led supplier management during hyper care period.
Application Support Manager Lead
Shell Trading
01.2012 - 01.2014
- Led team of 27 support and business analysts responsible for Trading BluePrint portfolio that provided first enterprise application to trade, assess risk, transport, and settle crude oil.
- Managed change and release process that implemented weekly releases for over 1800 changes in 18-month period.
- Managed all application 'situations' (aka Major Incidents).
- Coordinated support staff, vendor resources, and business users to identify root causes, and develop solutions.
- Assisted Portfolio Manager with annual budgeting and investigation of possible issues with supplier invoices.
- Developed business communication related to operational schedules, system issues, and new functionality.
- Managed all people related activities for support organization like 'townhall meetings', business and ITIL training, and team building events.
- Served as primary contact for Application Excellence team that defined the IT support policies and procedures for Shell. This role included quality control and remediation for SOx and SLA issues.
- Identified and communicated process improvements for support team to upper management.
- Implemented cross functional training program for all staff to gain basic knowledge of end to end processes.
Test Architecture Lead
Shell Trading
01.2009 - 01.2011
- Managed team of 60 people in multiple locations responsible for test strategy, planning, and delivery of all test artifacts for multimillion-dollar program.
- Developed plan and training program for successful implementation of offshore resource center.
- Worked with key business users to prioritize defects and enhancement requests during hyper care period.
Global GI Release and Upgrade Focal Point
Shell Downstream
01.2007 - 01.2009
- Managed test labs throughout North and South America responsible for ensuring compatibility of business applications on new 'locked down' desktops.
- Developed training material (in multiple languages) and standard process templates used globally by project team, lab coordinators, and business testers.
- Developed tools to manage all testing activities.
Test and QA Lead - Americas
Shell Downstream
01.2005 - 01.2007
- Led effort to train all Business Application Management (BAM) staff on new global Information Technology Service Management (ITSM) processes and tools. This included over 1200 people across 50 countries within two year span.
- Fully responsible for global Quality Assurance process to ensure compliance of standard processes and controls. This was accomplished through audits conducted by my team, and participation of audits conducted by Enterprise and external audit teams.
- Developed follow up training program to improve compliance metrics in US and Europe.
- Implemented dashboard to provide Leadership with metrics for all global processes and ensure completion of remediation activities when necessary.
Business Application Manager
Shell Homegenie
01.2004 - 12.2004
- Implemented and managed tools for IT, Supply Chain, and Settlements & Account teams to support a new organization of consumer products.
- Assessed technical capabilities of external call and product fulfillment centers and provided recommendation for supplier selection.
- Monitored ongoing delivery of selected suppliers.
- Trained call center staff on product functionality.
- Managed content of website for consumers to purchase products. This included working with marketing team on product descriptions and images as well as implementation of sales programs.
- Responsible for demonstrating product functionality, providing consumer metrics, and providing supply chain information during the sale of the company.
Senior Consultant
Shell Information Technology International and Shell Services international
01.1998 - 01.2003
- Served on numerous projects as project manager, business analyst, and test manager.
- Assisted with development of internal Test Services practice.
- Assisted with development of Certification Software Test Engineer (CSTE) exam given by QAI Global Institute.
Education
BBA - Management Information Systems
University of Houston
Houston, TX12.1994
Skills
- Project Planning, Support and Delivery
- Compliance and Internal Audit
- Business Readiness
- Contracts and Vendor Management
- Process development and Improvement
- Resource Management
- Reporting and Documentation
- Training
Certification
- ITIL Foundation Certification v2, IT Service Management Essential
- ITIL v3 Bridging Certification, IT Service Management Essential
- ITIL Practitioner Certification v2, Incident, Problem, Release, Change (IPRC) Release and Control
Timeline
Technical Landscape Manager
Shell International
04.2019 - 03.2022
Continuous Improvement Manager
Shell Projects & Technology Information Technology
07.2018 - 04.2019
Support Manager
Shell Projects & Technology, Engineering & SMART
01.2014 - 06.2018
Application Support Manager Lead
Shell Trading
01.2012 - 01.2014
Test Architecture Lead
Shell Trading
01.2009 - 01.2011
Global GI Release and Upgrade Focal Point
Shell Downstream
01.2007 - 01.2009
Test and QA Lead - Americas
Shell Downstream
01.2005 - 01.2007
Business Application Manager
Shell Homegenie
01.2004 - 12.2004
Senior Consultant
Shell Information Technology International and Shell Services international
01.1998 - 01.2003
BBA - Management Information Systems
University of Houston
Hobbies
Travel, languages, photography, and history
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