Dedicated data analyst with expertise in transforming data into actionable insights, specializing in finance and healthcare industries.
Utilized SQL for querying and analyzing large datasets to generate reports and insights.
Created dashboards and visual reports using tools like Tableau and Power BI to communicate data findings.
Performed complex data analysis, reporting, and automation with Excel functions and macros.
Applied statistical methods to interpret data trends and support business decisions.
Conduent
Assist agents with complex processes and provide guidance when they encounter challenging issues., Handle supervisor and manager calls, addressing escalated customer concerns and ensuring resolution., Continue providing technical support for a wide range of devices, including computers, laptops, mobile phones, tablets, and smart watches., Create issue trackers for new bugs and problems, and generate tickets for engineering to handle complex issues., Play an integral role in a collaborative team environment, sharing expertise to foster growth and development.
Follett Corporation
Provide Tier 1 technical support to K12 schools and libraries across the US for their Destiny Library Manager system., Assist librarians in managing patron and book records, including digital catalogs., Help with the installation and configuration of Destiny Library Manager in combination with Microsoft SQL., Debug technical issues and work with self-hosted servers to ensure smooth operation of the system., Support and guide users through software upgrades and migrations to newer versions.
Alorica
Answering 60+ inbound calls daily helping customers with account management for Wireless customers., Assisting with billing questions, phone activation, and network outages., Troubleshooting and assisting customers with the latest Smartphones, Tablets, and Wireless internet devices., Utilized ServiceNow ticketing system to escalate and resolve issues related to Verizon application or authorization, and followed up on outstanding tickets., Employed Remedy ticketing system to escalate technical issues that were not network-related, and ensured timely resolution of these issues.
Full Stack Software Engineering Certificate
Business Administration
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