Basilio Small Email & Phone Number

Irving, Texas, United States

• Collaborated with business users and subject-matter experts to establish technical vision and analysis for business usability and performance requirements.• Enhanced and maintained existing reports and analytical applications.• Developed reports and other tools to deliver information enabling business users and leaders to make informed decisions.• Reported on common sources of technical issues or questions to make recommendations to the product team.• Translated conceptual customer requirements into functional requirements in a clear manner comprehensible to developers and the project team.• Worked with stakeholders and project team to prioritize collected requirements.• Analyzed and verified requirements for completeness, consistency, and conformity to standards.• Adopted Agile methodology with a two-week time frame for development.• Provides summary reporting for Auto Call Center to maximize staffing and meet service level commitments.

San Antonio, Texas Area

• Developed reports and other tools to deliver information enabling business users and leaders to make informed decisions.• Collaborated with business users and subject-matter experts to establish technical vision and analysis for business usability and performance requirements.• Collaborated with project sponsors to determine project scope and vision.• Worked with stakeholders and project team to prioritize collected requirements.• With my tenor we were able to improve overall agent satisfaction by 25% with changes that included creating weekly audits to maintain data integrity.

San Antonio, Texas Area

Developed and wrote design documents for reports, interfaces, and other project components.Performed data analysis on multiple relational (Oracle) databases/schemas, leveraging strong knowledge and experience in relational databases.Analyzed, troubleshot, and wrote complex SQL queries to extract and manipulate data effectively.Demonstrated strong debugging, problem-solving, and analytical skills to tackle challenging tasks.Utilized excellent written and verbal communication skills to collaborate effectively with team members, development teams, and business analysts.Maintained a strong focus on meeting internal and external customer requirements, ensuring deliverables align with their needs.Actively participated in project status discussions, proactively notifying the Project Manager of any risks or issues related to assignments.Showed the ability to work independently, completing all assigned tasks efficiently and multitasking effectively with minimal assistance or supervision.

San Antonio, Texas Area

Proactively created real-time reports in response to requests from upper management, providing them with up-to-date insights for informed decision-making.Assisted quality management by developing metrics and key performance indicators (KPIs) for Technical Service Representatives, enabling data-driven improvements in service delivery.Compiled and analyzed data to support triage efforts for lower-level problems with the IT Service Desk, streamlining issue resolution and reducing downtime.Regularly prepared and delivered comprehensive weekly metrics reports to upper management, offering a clear overview of operational performance and trends.

San Antonio, Texas Area

General project administration and support, ensuring seamless coordination and organization of project activities.Efficiently handle project communications and track action items to keep stakeholders informed and projects on track.Assist in maintaining the status reporting repository, ensuring accurate and up-to-date project information is readily accessible.Manage project distribution lists and contact information, facilitating smooth communication among team members and stakeholders.Diligently track and manage project issues, risks, and change control processes, ensuring timely resolution and mitigation.Provide valuable support in enterprise project management tasks, including budgeting, work time reconciliation, progress tracking, scheduling, and metrics generation.