Healthfirst serves 1.8 million culturally and economically diverse members seeking a variety of types of medical insurance in the greater New York City area. o Managed Outbound agentless and connect to live campaigns for various departments throughout Healthfirst. Retrieved data from disparate sources. Developed Tableau Prep Builder workflows to generate contact lists for consumption by Interaction Administrator (Dialer). Utilized IC Business Manager to analyze campaign results in near real time.o Managed Contact Center Operations new hires onboarding process. Submitted Service Now tickets for hardware and software, collaborated with HR, Account Administration, Workforce Effectiveness, Learning Design and Delivery, Contact Center Operations management, and IT. • Responsible for Daily IVR monitoring and System Health Checks using Cyara.• Participated in user acceptance testing for Acqueon/Twilio , an outbound call management solution for the Cisco Unified Contact Center Enterprise. Acqueon provides omnichannel capability (phone, chat, email and SMS).• Selected as one of 25 employees for a Data Analytics class offered as a partnership between Healthfirst and LaGuardia Community College/CUNY. Content included SQL coding, Python for manipulation of large datasets, and learning how to build Tableau dashboards. This virtual class is a seven month program. Software used: PgAdmin for PostgreSQL, Anaconda Navigator, Jupyter Notebook, Python, GitHub, Slack, Google Classroom, Tableau Desktop (Creator license).Software used: Tableau Prep Builder, SQL Server Management Studio v18.7.1, ODBC Administrator, Genesys Interaction Administrator for PureConnect CIC 2018 R2, IC Business Manager, Salesforce (Classic and Lightning platforms), SharePoint (2010 and Online), Microsoft Office 365 Apps for Enterprise (Outlook, Microsoft Teams, Excel, Word, PowerPoint, SharePoint), Citrix Workspace, CyberArk, Cyara, Service Now, Workday, Smartsheet, SAS Enterprise Guide 9.3.

Contracting opportunity working remotely as a contractor for Rita Technology Services. Co-Op Financial Services is a credit union-owned provider of underlying technology for credit unions that recently merged with TMG Financial Services of Des Moines, IA. Provided infrastructure reporting for SSAE16 SOC1 audit, working with network specialists to provide a comprehensive picture of the network. Worked with data from McAfee ePolicy Orchestrator 5.3 and Enterprise Security Manager. Extensive use of Excel advanced functions (vlookups and pivot tables), formulas, and data analysis.

Networking Business and academic research in Business IntelligenceExploring data visualization tools (Excel, Tableau)Tracking industry trendsAttended and graduated from Full Sail University with an MS in Business Intelligence (October 2016)• Mastery: Personal Develop and Leadership – Software used: iMovie.• Foundations of Business Intelligence: - Software used: Visio 2015.• Enterprise Data Management• Business Intelligence Technologies• Business Intelligence Analytics – Software used: Tableau 9.3.• Data Mining• Patterns and Recognition• Process Modeling and Analysis – Software used: Visio, Excel, Vensim, Wix (website builder).• Data Visualization and Creative Reporting – Software used: Excel, Adobe Illustrator CC, Tableau, Keynote.• Business Intelligence Leadership and Communication Skills• Business Intelligence Case Studies• Business Intelligence Capstone – Software used: Keynote. Keynote presentation was conducted in Pecha Kucha format.

• Responsible for the development and maintenance of SharePoint 2007 and SharePoint 2010 sites used to support the workload of the Production Support group. • Continuous process improvement. Highly receptive to suggestions from peers and management to make the site easier to use. Researched and implemented new features whenever feasible.• Troubleshot and resolved or made recommendations about SharePoint site access and functionality issues. • Supported the migration of SharePoint 2007 from the Convergys environment to the NetCracker environment.• Consulted with other departments in the Managed Services area regarding process improvements to SharePoint sites. • Developed and implemented creative workarounds for end users without SharePoint site access with a need for current site information.• User access management of 117 servers for 5 clients in an Open Systems server environment. * Ensured prompt user access removal when an employee left the company or it was requested by a reporting manager, working with security administration and operations support groups to accomplish the task.• Supported quarterly Service Organization Controls (SSAE16 SOC1) internal audits by developing and implementing automation in reporting and distribution processes using Excel 2007 and SharePoint 2007.• Used vlookups to merge and standardize data from UNIX server reports and queries from ERP. Used formatting and sorts in Excel to detect errors. Used pivot tables, formulas, and VBA macros to analyze data and format reports. Built and maintained a SharePoint custom list and added workflows to distribute highly customized reports and automatically track manager responses to quarterly audits.• Provided production support in mainframe, iSeries/Power Systems, and Open Systems environments when requested by management to accommodate the special project schedule needs of peers. Exception handling, scheduling using CA-7 and ROBOT. Worked a minimum of one day a week in this capacity.

• Migrated Lotus Notes 6.5.1 databases to SharePoint Services v3 when SharePoint became Convergys’ new corporate standard for collaboration (2010 – 2011). Took the initiative to self-train and did the work outside of regular production support duties. • Leveraged expertise in production support processes to create a SharePoint site for Enterprise Production Control. • Developed and maintained the site, including document libraries and custom lists to support departmental functions: ad hoc scheduling requests, permanent updates, data retrieval, master schedule, exception handling, metrics collection, and process/procedure documentation. • Customized content using existing templates so that multiple forms could be utilized in a single custom list. • Used calculations to automatically populate fields and control views in custom lists. • Used content editor web parts to build pages with quick links, hyperlinks, and graphics. Used MS Paint to size graphics. • Supported migrations to SharePoint 2003 and SharePoint 2007. Troubleshot and resolved problems during system upgrades and updates. • Created security groups, assigned access, and administered changes for users on the departmental SharePoint site.Systems Analyst• Supported automated batch processing and ad hoc requests in mainframe and iSeries/Power Systems environments. • Handled exceptions and coordinated resolution with business units, systems support groups, and operations personnel. • Data recovery in the Open Systems server environment using NetBackup and Avamar.* Assisted internal end users and clients with requests and problem resolution. • Participated in disaster recovery exercises in Open Systems, mainframe, and iSeries/Power Systems environments.