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Data AnalystSep 2017
Acquire data from primary and secondary data sources and maintain databases/data systems. Monitor trends, provide accurate, insightful analysis, and deliver reports on performance metrics on a periodic basis, as well as those requested on an ad-hoc basis. Interact with multiple departmental systems to gather reporting and visualization requirements to create reports/dashboards and simplify end-user interaction. Set up and maintain automated data processes to increase efficiency and automation.
Customer Experience AnalystJan 2017 - Aug 2017 (7 months)
Create and monitor metrics, dashboards, and reports to identify opportunities to improve Customer Experience and track the impact of key initiatives. Conduct deep-dive analysis and investigations to better understand end to end Customer Experience including touch points, cross-channel behaviors, drivers, preferences, and segmentation. Focus on customer satisfaction to help drive improvement in their trust, improve their usage of products and ultimately help improve the Net Promoter Score (NPS).
Enterprise Helpdesk SpecialistJan 2012 - Oct 2015 (3 years)
Provide Tier 1 & 2 level technical support and oversee day-to-day operations of enterprise customers supporting various technologies including provisioning of services. Act as liaison for driving escalations and system issues to include working with outside vendors and customers for a return to service resolution. Log and track all trouble tickets, follow up on escalations with internal and external support(Vendors) all the way through to incident closure.
Diploma in the Management of Information Systems (IMIS) (2010)British Computer Society (BCS) - The Chartered Institute of IT
The course gives students a comprehensive knowledge of the entire field of operations, programming, systems analysis and design, and computer management. Completion of the program ensures the student has the knowledge to enable them to engage in the processes of development, implementation, and operation of technology-based information systems. The student has an understanding of the technologies and tools that may be used to support those information systems and their development.
Cybersecurity MicroMasters (2018)Rochester Institute of Technology (RITx)
Gain the essential knowledge and expertise in network security and forensics needed for cybersecurity in enterprise environments. Fundamentals of networks, systems administration, protect computer networks and other systems by mitigating vulnerabilities and monitoring intrusions. Perform digital forensic analysis of cybercrime by gathering information on the nature and extent of the attack for presentation in a court of law, as well as assessing the extent of the damage to an organization.
Preferred Freelancer Program SLA100%
US English Level 188%
UK English 177%
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