Gloriana - Data Analyst with 5 years of experience in financial services

Applied statistical methods to interpret complex datasets and inform business decisions.

Utilized SQL to query and manage large databases for data extraction and reporting.

Built dashboards and visual reports using tools like Tableau and Power BI.

Used advanced Excel functions for data analysis, modeling, and reporting.

Oversight and administration of the LATAM NOC, managing queues and mail for IBM/Kyndryl accounts globally to ensure seamless operations., Coordinate account changes for Brazilian IBM/Kyndryl clients through approvals, meetings, scheduling activities, and effective time management strategies., Allocate the workload, balancing for 6 engineers, to enhance operational efficiency and meet service delivery goals., Supervise NOC queue activities, including oversight of PDL mailboxes and calendar management to streamline coordination efforts., Execute basic network troubleshooting as a 1st-touch resolution point for +20 tickets daily, performing status checks on routers and switches.

Provide basic network support and troubleshooting for the Marathon Petroleum account at the GNOC Team, including device checks using ping commands and coordination with network providers., Prepare and distribute comprehensive meeting minutes to the team., Allocate work assignments for engineers to optimize workflow and operational efficiency., Manage incident distribution to ensure timely handling and resolution within the team., Manage the GNOC team mailbox, ensuring prompt responses and proper organization of communication channels., Monitor the GNOC team’s queue while serving as the primary point of contact in the GNOC room for client interactions.

In charge of incident distribution workflows for +140 queues within the ITO Tower to ensure operational efficiency., Optimization of ticket resolution processes by prioritizing fast and effective handling of incidents., Monitor and balance workload distribution across teams to maintain consistency and meet service delivery standards., Expedite incident management processes through ticket allocation and reducing response times., Coordinate of operations support activities to align with organizational objectives and operational goals.