Dennis - Data Operations Analyst with 5 years of experience in service management

Cartago, Cartago Province, Costa Ricaen

Drove system upgrades by analyzing over 100 enhancement requests in ServiceNow.

Resolved 95% of Tier 1–2 issues on first contact, ensuring system uptime and user satisfaction.

Published on CazVid

Summary

Results-driven professional specializing in service management, data accuracy, and process improvements with proven track record in IT and finance environments.

Key Achievements

Accelerated data processing by optimizing entry workflows, maintaining 100% on-time updates.

Skills

ServiceNow Ticketing SystemAdvanced

Utilized ServiceNow for managing tickets, system upgrades, and issue resolution.

Data Management and ReportingAdvanced

Created SOPs, led training, and ensured data accuracy and compliance.

Customer Relationship Management (CRM)Intermediate

Handled customer service, problem solving, and maintained customer satisfaction.

Workflow OptimizationIntermediate

Improved team efficiency through process improvements and training initiatives.

Languages

Spanish(Fluent)

Experience

Intermediate

Technology Service Management

11/2023 - 10/2025

Drove system upgrades by analyzing over 100 enhancement requests in ServiceNow to improve enterprise performance., Resolved 95% of Tier 1–2 issues on first contact, ensuring peak system uptime, and user satisfaction., Boosted team efficiency by leading ServiceNow training, cutting ticket resolution...

Entry

Financial Analyst Entry - Entitlement Master

06/2022 - 11/2023

Resolved 95% of Tier-1 technical issues via ServiceNow, improving response efficiency, and user satisfaction., Increased system adoption by authoring clear Entitlement Master user guides for new platform users., Ensured project consistency by representing the Foundation in daily IT stand-up...

Intermediate

Data Operations Analyst

11/2020 - 06/2022

Accelerated data processing by optimizing entry workflows, ensuring 100% on-time updates for all records., Improved team efficiency by creating SOPs and leading internal training sessions on data accuracy standards., Maintained 99.9% data integrity by managing and auditing information systems for...