Michelle Owen

About

Visionary leader in technology with significant expertise in technical project management, systems engineering, and infrastructure design within critical facilities. Proven ability to manage comprehensive network implementations and installations, execute hardware maintenance and software upgrades, and provide exceptional IT and customer support. Demonstrates strong organizational skills and strategic problem-solving capabilities to foster team leadership and enhance cross-functional collaboration in dynamic environments. Committed to maintaining documentation standards and effective asset management while adhering to best practices and deploying new technologies. Adept at driving projects to exceed expectations and empower teams through influence and accountability. Skilled in project optimization and performance metrics, demonstrated by reducing project execution time from five days to one day at Southwest Airlines.

Experience

• East Region Leader of Critical Facilities in Technology · Southwest Airlines2023-01-01 –

  Led project onboarding, maintained resource scheduling, and optimized team utilization to streamline execution from 5 days to 1 day. Developed and presented KPI metrics to senior management on a quarterly basis, ensuring data-driven decision-making. Represented team performance and leadership needs to senior management, advocating for necessary resources and improvements. Conducted reviews, tracked individual metrics, and provided training and support to 6 team members to enhance performance. Fostered innovative and collaborative work environment, aligning team decisions with company goals. Communicated team accomplishments, challenges, and resource needs to senior leadership. Dispatched and coordinated resources based on availability and project requirements. Conducted station audits, including site surveys, health bill of materials assessments, and on-site visits with leadership. Worked closely with airport admin to initiate and manage SIDA badging process, which include yearly background check and airport mandated regulations. Supported airport operations, including break fixes, site surveys, and emergency responses to P1 / P2 incidents. Remediated communication rooms within project scope and collaborated with area project management on necessary cleanups. Ensured timely documentation delivery and communication with key stakeholders regarding on-site visits and shipments. Partnered with leaders and technology teams to improve processes, communication, and collaboration. Entered and managed tasks in surveys now (DASH) for accurate documentation and workflow tracking. Tested equipment to meet operational standards and reviewed project drawings / statements of work to identify potential issues. Oversaw meetings to assess site readiness and created site surveys, reports, and bill of materials in alignment with standards. Documented all activities, provided closure reports, and reported progress to key stakeholders and station leadership.

• System Engineer · Southwest Airlines2022-01-01 – 2022-12-01

  Remediate a communications room at Baltimore Airport that was showcased in the townhall meeting by senior leadership. Led my first remediation of a communications room at Orlando Airport by properly allocating the engineers. Conducted site surveys and developed comprehensive reports and build materials to ensure compliance with Southwest Airlines’ standards and industry best practices. Led Go or No-Go meetings to assess site readiness and determine project feasibility. Installed and configured network equipment in Main Equipment Rooms (MER) and Telecommunications Rooms (TR) at East Coast airports, ensuring a robust and upgraded network infrastructure. Ensured compliance with Southwest Airlines’ structured cabling standards, optimizing space for future network expansion and scalability. Deployed and updated Uninterruptible Power Supply (UPS) systems, enhancing power backup reliability and minimizing network downtime. Conducted thorough end-user device testing and validation, ensuring seamless operational functionality and preventing disruptions to critical airport operations. Maintained detailed documentation of all project activities, providing closure reports for completed projects and progress updates to key stakeholders and station leadership. Served as the lead systems engineer on-site, coordinating the work of other systems engineers and ensuring successful execution of projects. Facilitated communication between engineering teams, stakeholders, and leadership, ensuring alignment on project goals and requirements.

• IT Station Support Lead Engineer · Allegiant2021-01-01 – 2022-12-01

  Successfully led the relocation of operations from Terminal 1 to an off-site concourse at Los Angeles Airport without operational interruptions. Implemented enterprise level Cisco series networking gear, including set-up, troubleshooting, and support for various airports. Collaborated with clientele during setup of new and existing sites to consistently meet all requirements and specifications. Resolved comprehensive technical errors related to network computers and peripherals, delivering all objectives via remote support or within fast-paced airport environment. Anticipated and mitigated potential risks, system malfunctions, or crashes to significantly reduce unexpected downtime. Built productive relationships with various vendors to ensure cost-effective operations and project management resources. Led network infrastructure installations including: cabling, fiber-optics, and ISP configuration while managing personnel and external contractors to ensure effective communication. Mentored and managed over six staff through motivational leadership, continuous professional development training, and cultivation of harmonious work environment that directly contributed to workforce excellence. Conducted site audits and maintained inventory control to drive quality assurance and cost-control. Defined standardized documents of processes, protocols and best practices with Microsoft Visio used for cross-training staff. Evaluated strategies to identify opportunities for improvement, analyze deficiencies, and deliver solutions that streamlined technical operations and productivity. Installed Windows operating system on desktops, laptops, and multiple vendor peripherals. Monitored and tracked ticket resolution times to achieve improvements in client satisfaction and uptime. Directed full cycle project management, serving as liaison between departments to ensure on-time and under budget delivery.

• IT Station Engineer · Allegiant2013-01-01 – 2021-12-01

  A Station Support Engineer is responsible for the development, implementation, support, and overview of airport networking infrastructure. This position is important for the growth of new and existing airports to implement and support for the network that Airline operations run on. A Station Support Engineer will design the network for implementation, installation of the equipment and provide support for the technical infrastructure. They are an individual contributor that provides and leads 2nd and 3rd level customer support on client computers, peripherals, applications, tools and networks. Along with the implementation of the network infrastructure this position is responsible for performing maintenance and upgrades to the hardware and software of the airport systems. The Engineer will develop the standards and enforce documentation of the infrastructure as well as maintaining an accurate list of inventory and asset management. This position will require working with other IT teams to assist in supporting an enterprise level IT infrastructure and deploy new technology while adhering to best practices.

• Technical Support Specialist and Trainer · Tracker Systems2003-01-01 – 2012-12-01

  Guided clientele through the implementation of new software programs and assisted with data importation. Diagnosed and troubleshot issues impacting program performance, ensuring prompt resolution.

Education

• El Dorado CollegeBachelor's Degree, Accounting and Computer Science

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