Barret Leblanc Email & Phone Number

Dallas, Tx, Us

Dallas/Fort Worth Area

Dallas, Tx

• Acted as team leader of Continual Service Improvement team, providing analysis and management presentations for improvement in operations performance and customer experience.• Streamlined metrics reporting through data validation and standardization of utilization metrics. Also created training presentation for Service Experience Management dashboard.• Quality leader of Agent Scorecard report in MicroStrategy used by all levels of management to provide productivity of service desk call centers.• Performed analysis and created reports for multiple upper management projects: improvement of customer service processes, metrics performance, and overview of business unit performance for CEO.• Extensive MS Excel usage for analysis: pivot tables, lookups, macros, external data sources, and a limited amount of VBA and QI Macros.TOOLS: Excel, QI Macros, MicroStrategy, Powerpoint, Word, CelonisSKILLS: Data/statistical analysis, presentations to management, internal metrics and performance reporting, performance improvement, technical writing, time-to-task studies

Dallas, Tx

• Senior member of Quality team supporting service desk operations, providing analysis for improvement in operations performance and customer experience.• Quality leader and initial designer of Agent Scorecard report in MicroStrategy being used by various levels of management to observe productivity of service desk teams and individual agents.• Perform analysis and create reports for multiple upper management projects (both recurring and ad hoc) as well as projects related to the optimization of customer service processes and metrics performance. Presented monthly KPI presentation for VPs.• Extensive MS Excel usage for analysis: pivot tables, lookups, macros, external data sources, and a limited amount of VBA and QI Macros.TOOLS: Excel, QI Macros, MicroStrategy, Powerpoint, WordSKILLS: Data/statistical analysis, presentations to management, internal metrics and performance reporting, performance improvement, technical writing, time-to-task studies

Dallas, Tx

• Led Six Sigma Green Belt Project to improve overall level 1 closure rate for service desk. The project helped to improve the rate by 5.1% for nine client teams.• Analyst tasked with Service Desk Performance Metrics section of annual Service Capability & Performance audit. Performed all analysis and presented findings to auditor from 2010 to 2012.• As a member of reporting team, participated in the design and re-design of various reports for service desk and clients. Analyzed new client data to determine reporting capabilities.TOOLS: Excel, Access, QI Macros, Minitab, Business Objects, Powerpoint, Word, MS Project, SQLSKILLS: Data/statistical analysis, SPC charts, client reports, presentations to management and independent auditors, interdepartmental support, technical writing, User Acceptance Testing (UAT)TRAINING: SIX Sigma Green Belt, ITIL v3

Dallas, Tx

• As a contractor, provided various analyses for a long-standing client. The findings produced included SPC charts, regression analysis of client satisfaction, shift-left, and baseline.TOOLS: Excel, Access, QI Macros, Minitab, Business Objects, Powerpoint, WordSKILLS: Data/statistical analysis, presentations to management, interdepartmental support

Baton Rouge, La

• As the primary technology procurer, I was part of the entire supply chain for IT equipment, software, agreements, and services (approximately $750,000 annually). These items were for both internal needs across multiple domestic offices and sites as well as client project needs, most of which were government clients.• Performed requirements analysis, and provided pricing and recommendations for many projects, including both private and government clients.• Handled entire life cycle of wireless devices - purchase of hardware and data/phone plans, set up, administration, support, and decommission.• Managed maintenance contracts of larger hard-to-replace office equipment (i.e. copiers and plotters).TOOLS: Excel, Access, WordSKILLS: IT Purchasing/Supply/Inventory, vendor relations and purchase negotiations, research for IT-related pricing for RFPs, interdepartmental liaison

Hurst, Tx

• Provided technical support for Contracts department (specifically spare parts), including Excel and Access work.• Wrote instruction document for department standard practices, and created related process flow charts.• Developed graphs and statistics for initiating Government Business Unit’s personnel metrics.TOOLS: Excel, Access, VisioSKILLS: Trend analysis, standard practices and metrics analysis, contracts funding analysis, interdepartmental liaisonTRAINING: FAR Regulations, Contract Negotiations, SAP Finance Implementation, Ethical and Legal Risk in Procurement seminar

Dallas, Tx

• Marketing lead for social strategy department’s Web portal. Wrote creative brief and oversaw efforts in development of portal training workshop invitation.TOOLS: Lotus NotesSKILLS: Interdepartmental coordination, technical writing, research

Baton Rouge, La

• Consulted internal customers and external vendors to identify project needs (software, equipment, data storage, process runs) for both internal use and end-customer products.• Participated in development of formal IT strategy plan with manager.• Monitored Microsoft Open Licensing Program.TOOLS: Excel, Access, Symantec, Oracle, ShipIT, TestTrackWeb, IPManager, MS ProjectSKILLS: Software upgrades, hardware inventory, data storage, Oracle DB upgrades and Solaris admin, Windows server admin/backup/restore, remote support, technical writing, research

Convent, La

• Led local refinery implementation of Web-based real-time process data application.• Served as IT liaison for various departments in refinery.• Supported applications used for the automated reporting of refinery process data.• Served as refinery representative on corporate IT teams commissioned with the standardization of IT applications and procedures across the newly formed Alliance of Shell, Texaco, and Saudi Aramco.TOOLS: Excel with VBA, Access, VisioSKILLS: Interdepartmental liaison, reporting, data backups, production/refinery environmentTRAINING: UNIX, Refinery Safety, Diversity, MS TechEd, AspenTech

Houston, Tx

• Co-op student routing case tickets (one semester) and handling case tickets for specific applications (two semesters).

Mba, Supply Chain Management Concentration

Activities and Societies: Organization for Supply Chain Studies, Graduate Assistant for Associate Dean

Bs, Information Systems And Decision Sciences – Management Information Systems

Activities and Societies: Delta Sigma Pi business fraternity, Cooperative eduction (three semesters)