Shirley Guerrero
Richmond,TX
Overview
36
36
years of professional experience
1
1
Certification
Work History
System Analyst Sr.
Texas Children's Hospital
09.2021 - Current
- Responsible for maintaining the integrity and functionality of the Configuration Management Database (CMDB)
- Collaborate with IS ServiceNow System Admin, Platform, and Process Owners optimizing the use and performance of the ServiceNow platform within the organization.
- Ensure adherence to standardized configuration management methodologies.
- Conduct audits and maintain CMDB accuracy.
- In collaboration with our Managed Service Provider (MSP) created over 20 tailored hardware and software request forms. These forms were designed to address the specific needs of our organization while ensuring comprehensive coverage of potential IT requirements. With embedded approval workflows and tasks are automatically routed to appropriate support groups.
- Eliminated the time-consuming process of manual weekly inventory counts by automating the process.
- Filled SAM analyst role for 4 months streamlining Software Asset Management processes and reducing redundancies leading to improved operational efficiency. As well as documenting application processes.
- Trained replacement on Software Asset management activities, acquisition, request fulfillment, tracking, auditing, and retiring of software.
- Stepped into HAM analyst role for 5 months streamlining hardware process to eliminate waste and provide automation. Documenting hardware processes. Reducing the backlog of over 200 requests. Trained replacement on the new process.
- Created dashboards allowing for immediate updates and insights into the status of various ITAM queues and projects.
- Created and implemented the Application attestation process. Training application owners on the process.
- Work with IS ServiceNow admin to identify defects and enhancements, clearly defining the problem, including the affected modules and the impact on operations in ServiceNow. Identify areas for improvement and optimization.
- Provided feedback and direction to guide them in ITAM guidelines and industry standards based on years of experience
- Advise on how to perform particular tasks more efficiently and act as a sounding board when called upon
- Provided technical support for end-users, resolving issues promptly and effectively.
- Enhanced user experience through the implementation of interface updates and usability improvements.
- Developed detailed technical documentation to facilitate knowledge sharing among team members and aid in future troubleshooting efforts.
- Collaborated with upper management to drive strategy and implement new processes.
IT Hardware Asset Manager
Air Liquide, USA
05.2015 - 09.2021
- Was responsible for ordering, maintaining, and tracking EUS hardware assets through their lifecycle for The Americas. This includes reaching out to several vendors for quotes, procurements, and any issue resolution
- Worked with buyers for PO creations and AP for invoice payments to vendors
- Processed the Microsoft Enterprise Windows license agreement for The Americas.
- Maintained US Stock of equipment
- Maximized return on investment by implementing effective asset allocation strategies.
- Streamlined operations, optimizing the use of technology for tracking and reporting performance metrics.
- Cultivated partnerships with vendors to stay ahead of market trends and opportunities.
IT Asset Manager Lead for Software and Hardware, Remote Desktop Lead
Lockheed Martin Space Operations
05.2005 - 05.2015
- Ensured accurate tracking and management of all software and hardware assets. This includes maintaining an up-to-date inventory, overseeing the acquisition and deployment of new assets, and ensuring compliance with licensing agreements.
- Developed and implemented processes for the entire lifecycle of assets from procurement to disposal. This includes assessing the need for new assets, managing upgrades, and ensuring secure and environmentally friendly disposal of outdated equipment.
- Monitored and controlled expenses related to software and hardware assets. Identify opportunities for cost savings and optimize asset utilization to support organizational goals.
- Mentored and trained team members to enhance their skills and knowledge in asset management. Encourage continuous learning and professional development to ensure the team remains up-to-date with industry trends and best practices.
- Implemented the training and transition from a call center to a remote Help Desk. This includes selecting appropriate tools and technologies that facilitate remote support and communication.
- Trained the Help Desk team on best practices for remote support. This includes technical training, customer service skills, and effective communication strategies to ensure a seamless support experience for users.
- Participated in meetings with the data center team and vendors to ensure license compliance when new servers were set up for Projects or Contracts. This collaborative approach was essential for maintaining compliance and ensuring that environments were set up correctly.
- Responsible for creating and testing software packages for deployment. Conducting testing to identify and resolve any issues or bugs before deployment.
- Created a software repository where all the company software, installation keys, and license files were stored and backed up.
- Maintained purchase records for software and hardware in support of government, internal and external audits.
- Proactively identified areas for process improvement, driving increased efficiency throughout the organization.
- Mentored junior team members, fostering an environment of continuous learning and professional development.
- Maximized return on investment by implementing effective asset allocation strategies.
- Streamlined operations, optimizing the use of technology for tracking and reporting performance metrics.
- Reviewed contract reports, bid proposals, and requirements with senior management for accuracy and processing.
Computer Network Support Sr/ Field Service Technician Lead
Lockheed Martin Space Operations
12.2001 - 05.2015
- Managed day to day activities for Lockheed Martin field service technicians
- Provided technical support to desktop computers: install, configure, troubleshoot, and resolve problems with hardware, peripherals
- Maintained accurate records of support calls in Help Desk and InSITE applications
- Created and maintained images for workstation
- Created and tested software packages used for installing remotely to local workstations
- Setup and schedule software packages for installation
- When Space Shuttle Columbia disintegrated on re-entry I was asked to be part of the support team in Lufkin, TX to support NASA
- This later expanded to all the agencies participating in the recovery and investigation of this disaster at this location
- I was responsible to make sure when participants arrived to get their company device connected and troubleshoot any issues that arise
- Since these were agencies outside of NASA I had to become familiar with various setups of the different agencies working with their IT support not there to gain access to their devices
- Since this support turned into months, another individual was added to support on a two week rotation
- I created a spreadsheet with any information that they would need to support the various agencies
- Managed on-site and off-site installation, repair, maintenance, and test tasks.
- Identified opportunities for process improvement, implementing changes that resulted in significant time savings during service calls.
- Coordinated logistics for complex projects involving multiple technicians and subcontractors, ensuring successful completion meeting project timelines.
- Established strong relationships with clients by providing exceptional customer support and addressing concerns promptly.
- Mentored new hires as they acclimated to company culture, policies, procedures – fostering a positive work environment within the team.
- Demonstrated strong problem-solving abilities by quickly diagnosing and resolving complex technical issues in high-pressure situations.
- Improved customer satisfaction with timely and effective resolution of technical issues.
- Provided telephone support to customers by determining cause of issue and explaining most effective solution.
Various jobs
LOCKHEED MARTIN
08.1988 - 12.2001
- Started my career with Lockheed in 1988 as a vocational student and worked in different positions from clerk, travel coordinator, property administrator, to technician
- More detail can be provided about these various positions upon request
- Two summers participated on a NASA Promotional Tour at various State Fairs
- Had to set up a booth, as well as discuss items on display and how they were brought about by NASA space exploration
- Things like the mylar on the werthers candy we would give out, to the technology in pacemakers
Education
BS - Technical Management
DeVry University
A.A.S. - Electronic Engineering
ITT Technical Institute
Skills
- Software Asset Management Pro
- Software Audits
- License Compliance
- Microsoft Enterprise Agreements
- Adobe Enterprise Agreements
- Hardware Asset Management Pro
- Model Normalization
- Asset lifecycle tracking
- Stock Management
- Order Management
- Financial Management
- SCCM
- ServiceNow
- CMDB Health
- Analytical skills
- Problem-solving skills
- Discovery tools
- Service Mapping tools
- Procurement System (Oracle and SAP)
- Microsoft Office
- Google Office Suites
- Organized
- Communicative
- Detail Oriented
- Fast Learner
Certification
- CSAM
- ITIL
- ServiceNow - Micro-Certification - CMDB Health
- ServiceNow - Micro-Certification - Configure the CMDB
- ServiceNow CMDB Fundamentals
- ServiceNow SAM Pro Fundamentals
- ServiceNow HAM Fundamentals
Awards
- Spot Individual Award, 2011
- SRA CIO Individual Award, 2010
- SRA CIO Team Award, 2009
- Spot Award, 2006
- Spot Award, 2007
- Spot Award, 2008
- SRA Excellence Award, 2004
- SEAT Team Award, 1997
- SEAT Team Award, 1999
- SEAT Team Award, 2003
- Lightning Award, 1996
- Lightning Award, 1997
- Lightning Award, 1999
- Lightning Award, 2000
Timeline
System Analyst Sr.
Texas Children's Hospital
09.2021 - Current
IT Hardware Asset Manager
Air Liquide, USA
05.2015 - 09.2021
IT Asset Manager Lead for Software and Hardware, Remote Desktop Lead
Lockheed Martin Space Operations
05.2005 - 05.2015
Computer Network Support Sr/ Field Service Technician Lead
Lockheed Martin Space Operations
12.2001 - 05.2015
Various jobs
LOCKHEED MARTIN
08.1988 - 12.2001
A.A.S. - Electronic Engineering
ITT Technical Institute
BS - Technical Management
DeVry University
Similar Profiles
CLARISA CONLEYCLARISA CONLEY
LVN Pediatrics Triage Nurse at Texas Children's Pediatrics/Texas Children's HospitalLVN Pediatrics Triage Nurse at Texas Children's Pediatrics/Texas Children's Hospital
LaTerra JOHNSONLaTerra JOHNSON
Inpatient Acute Care – RN at Texas Children's HospitalInpatient Acute Care – RN at Texas Children's Hospital
Jenell DancyJenell Dancy
Telephone Triage Nurse at Texas Children's HospitalTelephone Triage Nurse at Texas Children's Hospital
HAZEL ANDERSONHAZEL ANDERSON
Anesthesia Technician at Texas Children's HospitalAnesthesia Technician at Texas Children's Hospital
Erica OkoloErica Okolo
Household Manager at Okolo HouseholdHousehold Manager at Okolo Household