1. 100224 North 120th
East Av e
Owasso, OK 74055
Email Work: cry stle.gomez@HP.com
Work: 918-830-7171
Cell 918-830-1890
Email Personal: cgomez10@cox.net
CrystleL. Gómez
Objective To obtain a position that will challenge my unique combination of client/people management,
process/process improvement and IT cross platform knowledge skills to their fullest.
Experience
2001 - Present Hewlett Packard (HP) Palo Alto, CA
IT Service Manager Sabre – Represents all HP provided services to Sabre and
responsible for all Service Support and Service Delivery actions taken to ensure they meet Sabre’s
business needs and IT Requirements. Responsible for overall Sabre Customer Satisfaction.
Managed a team of 5 Managers and 45 Individual Contributors in a 24x7x365 dynamic environment.
 Primary point of contact within Sabre Services for all service related issues, including
escalation point for all incidents. Particularly Major Incidents.
 Prepare and manage monthly Service Review Meetings with Sabre Leadership.
 Service Level Management: Manage all Service Improvement Plans (SIP's) triggered by
Quality Connect Survey, customer complaints, proactive actions identified by customer
service manager, analysis of chronic incidents. Define actions, set target completion dates,
assign action owners, and provide updates to customer on a regular basis.
 Provide Root Cause Analysis (RCA’s) for all Major Incidents.
 Availability Management: Inform customers of scheduled maintenance.
 Change Management: Manage all customer change requests by entering them into Service
NOW. Significant changes include scheduling, organizing, leading Customer Advisory Board
(CAB), providing regular updates to customer during change and after implementation.
 Configuration Management: Ensure all customer data integrity issues are corrected
Significant Accomplishment:
In 2012 and through 2103 the Sabre Account was in unacceptable standing. Operations was very
unstable, with frequent Major Incidents, Failed impactful changes, and sever SLA penalties. After a
large Service Improvement Plan (SIP) as the new Service Manager I have stabilized the environment
to zero SLA penalties, 56% reduction in Major Incidents, and 20% reduction in failed changes that
cause impact.
Midrange SDE (Service Delivery Executive) Sabre - Responsible to the client for the successful
day-to-day delivery of services stated in a contract. Accountable for meeting delivery targets. Service excellence
and operating within the Point of Sale (POS) financial model. Acts as the single point of contact within the
business unite responsible for delivery to one or more clients. Accountable for problem resolution, supporting
growth opportunities, and developing productivity improvements. Works closely with Program Manager and
Capability Delivery Managers within and across regions, service lines, and offerings. EDS has contracted to
deliver in a seamless environment, in which single or multiple delivery groups may perform delivery support. All
service delivery is under the oversight of the SDE regardless of whether the staff involved report directly to the
SDE or are leveraged from other groups. Works in partnership and support with Client Delivery Executives.
Manage 15 direct reports.
Job Role specifics:
 Service Delivery Executive for Midrange platform. Responsible for the delivery of a multimillion
dollar contract to the Sabre Client, supporting over 3500 servers globally.
CSR (Client Service Representative)/System Owner – Sabre - Through self-directed
activities, influenced the strategic direction of the customer and EDS. Applied industry specific expertise to
recommend and coordinate the development, enhancement, and maintenance of a customer’s business systems,
processes, and projects. Combines industry expertise with information technology to develop industry expertise
with information technology to develop innovative business solutions. Leads teams on large projects, studies, and
implementations. Leads business studies and presents study results to EDS and customer senior management.
Leverages industry knowledge and customer relationships to identify new business opportunities. Promotes and
direct process improvement activities and training of peers and customers.

2. Situation Manager – Tulsa and Cherokee Datacenters - Ensures execution of the resolution
process to solve a wide range of complex problems. Initiates proactive steps to eliminate future adverse impacts to
customers. Oversees and Manages diverse support organizations to improve existing processes and new
processes to increase work efficiencies and customer satisfaction. Directs and controls the activities of multiple
functional areas, product groups and service groups. Procures and manages resources necessary to consistently
deliver negotiated service level agreements. Interfaces with customer, developer and supplier management to
ensure products, services and processes are in place to meet customer expectations. Resolves critical, non-
deferrable operations issues and interfaces with appropriate levels of senior management. Interfaces with senior
management or executive levels and/or customers on a regular basis.
Floor Manager – Operational Support Team
 Managed a team of 12 system administrators in a 24/7 operational department. The department
supports thousands of midrange servers with multiple platforms.
 Lead technical problem resolution calls.
Midrange Operations Administrator
 Provided initial hardware/operating system support for users and application support personnel.
 Front line monitoring and call center telephone contact for Sabre Wintel developers and customers.
2000-2001 Williams Communications Tulsa, OK
Software Tester – CNMSApplication
 Wrote, maintained and executed manual testing scripts.
 Improved the relationship between testing and development teams.
1997-2000 SolArc Inc Tulsa, OK
Quality Assurance Manager – of Right Angle 5.0 and 6.0
 Ensured the timeliness and accuracy of production releases for Right Angle releases 5.0 and 6.0.
 Developed metrics to track the financial burden of not following a standard software development life
cycle.
 Wrote, maintained and executed manual testing scripts.
 Created, maintained and executed automated test scripts using Winrunner Software.
 Executed load/stress testing.
Education 1998-2000 University of Phoenix Online Campus
M.S. ComputerInformation Systems with emphasis in Project Management.
1994-1996 University of Oklahoma Norman, OK
B.A. Political Science withemphasis in Public Administration and a minorin Sociology.
1991-1993 Rogers State College Claremore, OK
A.A. Social Science
Certificates Lean Sigma Six Black Belt Trained, ITIL v2 Foundations Certified, ITIL Change Practitioner
Certified, ITIL Problem, Incident, and Service Desk Practitioner, and Kepner Trego root
cause analysis.
Awards EDS Transportation Rising Star Award 2008