Career

Business Insights and Intelligence Analyst

• Build and maintain working relationships with internal stakeholders to gain access to database infrastructure understanding the data structure, types, and using languages such as SQL, M (Power Query), and DAX.
• Build complex queries to review and analyze mass quantities of point of sale data extracting insights to develop recommendations, facilitate discussions, and business decisions.
• Analyze productivity data to develop workforce KPIs based on achieved success and industry benchmarks.
• Identify relevant consumer behaviour trends from loyalty, subscription, and recurring revenue program data providing recommendations for sales channel development and shifts in consumer behaviour.
• Proactively initiate consumer insights projects investigating market opportunities, customer behaviour, and trends identifying multi-million-dollar opportunities for business changes.
• Design, build, and maintain paginated data visualizations and single-page dashboards providing current and relevant program-related data for leadership.
• Present insights and recommendations to key stakeholders pertaining to upcoming business changes compiled from complex queries of merged and compiled datasets.
• Quickly learn database structures and access methods for new data sources to solve problems presented by business stakeholders resulting in fast turnaround times for senior leadership.
• Act as an expert on data analysis and investigation reporting findings to key internal stakeholders complying with business rules for data transformation.
• Identify risk and reporting to application development teams leveraging data quality industry best practices to develop recommendations for improvement.

Fleet Specialist

• Supervised new staff by training and implementing coaching sessions to provide a vehicle for staff’s continuous improvement.
• Serve as a key point of contact for stores having issues with 3rd party vendors, escalating high priority incidents to resolve issues within SLA.
• Analyzed and reported performance metrics of vendor service teams maintaining an overall uptime of greater than 95% across 2,000+ assets consistently month over month.
• Delivered exemplary customer service by utilizing in-house customer service satisfaction tools to rectify any incidents that were not solved to conclusion.  This method ensured that 95% of tickets were solved to completion upon first reporting the issue.
• Actively engaged in customer service reviews via optionally anonymous surveys to key stakeholders building service relationships ensuring expectations are exceeded.
• Developed, re-evaluated, and improved deployment and usage procedures taking every opportunity to improve operational efficiency.
• Created and updated how-to manuals for equipment usage, process instructions, and configuration for internal associates and vendors.
• Hold 1 on 1s with new staff to engage in coaching and training, teaching processes, concepts, and general development principles and practices.
• Provided project management, leadership, and oversight to cross-functional projects to ensure tight deadlines and overcome obstacles.

IT Contracting and Training Services

• Develop web applications for internal and external usage with PHP, MySQL, JavaScript, HTML, and CSS.
• Implementing and interacting with SSO systems for on-site user management, group management, RADIUS, and LDAP services.
• Deploy VPN solutions for a medium-sized private school to allow for remote management and access to on-site network resources.
• Work with Ansible, Shell, and Python to maintain and manage services on Linux-based servers to automate tasks and schedule routine maintenance.
• Develop deployment plans incorporating existing equipment and installation of new routing and Wi-Fi equipment with an SDN controller.
• Engineer innovative solutions to minimize cost and maximize productivity for clients.
• Engage in active follow-up, maintenance, and review of new projects and overcoming transitional adjustment with clients ensuring satisfaction.
• Develop equipment testing processes for pre-deployment solutions to ensure success and minimize downtime.

Support Services Analyst

• Provided guidance to collogues in the resolution of complex technical issues, escalated incidents, and clarified established processes.
• Monitored colleague’s tickets to assist in resolving incidents to conclusion, performance, and quality of service.
• Prioritized requests through (phone, voice mail, and self-service web), and balanced workload demands, by exceeding resolution time by 29% and among the top performers on the team.
• Developed in-depth organizational understanding and stakeholder management, utilized correct teams promptly to resolve critical issues pertaining to company objectives.
• Monitored analyst ticket assignments ensuring that analysts with a disproportionate workload is redistributed through the team.
• Actively contributed to the collective knowledge base used by all analysts, updating and refining documents as processes change.
• Fielded regular support calls utilizing time management and efficiency improvement tools to handle high call-volumes during service spikes and incident volume.
• Engaged in peer-based 1 on 1s to address performance improvement opportunities, developed a curriculum for replication and re-use.

Youth Director

• Lead and coordinated team members and participants, discussed issues related to activities of the relevant sub-groups within the organization.
• Recruiting and training teachers and leaders in preparation to facilitate workshops and classes.
• Demonstrated strong leadership abilities, leading teams of up to 10+ volunteers and young adults.
• Engaged in regular check-ins with young adults and volunteers to discuss personal growth and development, organizational outcomes, mission, and organizational vision.

Resident Technician

• Providing whole-solution sales to a wide variety of customers while understanding the technological background to purchased items.
• Performed technician role as needed resolving technical issues reported by customers while improving turnaround time and addressing all reported issues.
• Worked within ticketing software to enter updates and notes on tickets with other technicians in collaboration.