PATRICIA MARTINEZ TORRES

• Lead efforts toward migrating legacy applications onto more modern platforms that resulted in improved functionality for end users.
• Perform leadership in the Service Now MOS analysis and design documentation.
• Collaborate and lead optimization of software management processes at Honeywell. Effectively lead the integration of Nexthink/Tanium as software discovery tools and designed a new SQL database for the Software Asset Management Inventory.
• Presented IT tools and technologies available for Software Asset Management support and implementation during the recent Software Asset Management workshop in Charlotte US
• Support the design of end-to-end lifecycle process maps for software management and shared among team members.
• Led external audit of IBM products with KPMG, executing problem-solving abilities and dedication to maintaining high standards in software asset management practices.

• Managed stakeholder expectations through transparent communication and timely status updates, ensuring alignment between project deliverables and business objectives.
• Collaborated with cross-functional teams, ensuring a cohesive approach to business analysis in Service Now.
• Took ownership and facilitation of the Finance and Demand & Capacity (D&C) frameworks and activities
• Managed financial requests (Request For Support) globally, following up on standard work adoption and adherence by all stakeholders from submission, through approval and closer validation in Service Now.
• Supported leadership team with reporting, analysis, and business presentations using Service Now data to inform divisional strategies.
• Supported the Road to Recovery project by initiating monthly updates, performing data validation and billing data collection to be shared with senior leadership.
• Supported the Workplace Support Services MOR Finance reviews on a monthly basis, analyzing the Demand and Capacity approved requests as well as Compass UIDs submitted, delivering a monthly consolidated report, presented to the broader leadership team.
• Facilitated weekly Operational Excellence reporting in Sharepoint, enabling consistent metrics and KPIs overview to service owners globally.
• Act as the focal point for Dell Finance Services: processed leasing related reports/uploads and address issues related
• Provided support to the Antivirus Security team by sending alerts on systems with out of date EPO to the regional contacts globally on a weekly basis.

• Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
• Planned, designed, and scheduled phases for The After Hours and the Emergency Contact List projects for IT Service Desk
• Identified plans and resources required to meet project goals and objectives.
• Monitored project performance to identify areas of improvement and make adjustments.
• Coordinated with cross-functional teams to resolve project issues and mitigate risks.

• Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows.
• Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
• Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
• Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues.

B.S Computer Science Engineer, cum laude