Responsible for managing, designing, implementing, and maintaining data pipelines within a Python-based environment. * Reduced processing overhead with incremental data changes and streamlined code scalability* Delivered robust data pipelines, directly contributing to improved strategic planning and measurable business outcomes* Fostered cross-functional partnerships to develop data-driven strategies, contributing to more informed business decisions

Responsible for increasing the efficiency, efficacy and performance of data intake, processing and storage methodologies.• Modernized legacy ETL platforms to ensure system and data scalability• Directed MSSQL server upgrades and implemented data observability processes to improve data quality• Mentored team, promoting collaboration and data literacy, driving data-driven decision making and strategic planning• Acted as a Microsoft Active Directory administrator to ensure access to databases, servers, etc is secure and appropriately provisioned.• Helped ensure that disaster recovery of database/AWS outages is possible, predictable and effective. • Helped improve the product through the simplification of data processing methodologies and migrating off of outdated technologies. • Acted as a leader in the data space within the company; particularly with regards to data management, database management (storage, etc).

Responsible for providing guidance in company wide data strategy and leading data teams in the design, build and completion of data integration, data migration, data warehousing, and reporting and analytics projects.• Architected scalable data solutions including leading terabyte-scale migration for CRM platform• Engineered custom data warehouse solution for DevOps from the ground up to revolutionize organizational efficiency and streamline cross-functional data access• Spearheaded initiatives for increased company-wide data culture adoption• Developed ongoing data migration strategy and process for use in future projects which included data migration Pipelines, database design and build, reconciliation, and data cleansing methodologies.• Designed and implemented strategy, infrastructure, and methodologies for providing data warehousing capabilities for multiple projects.• Developed dashboards for use with the Operations Data Warehouse using Sisense.• Accelerated development of CRM reporting through leadership of process and individual development of reports. Ensured reports were ready for factory testing on time. Project was able to continue and go-live due to efforts.• Provided ad hoc analysis to various projects to alleviate concerns from customer about transaction processing and potential liquidated damages saving the company millions of dollars.• Overhauled KPI reports to provide more accurate and detailed data to reduce liquidated damages.• Designed, built, and deployed continuous integration and data migration for Planview. Included integrations with Primavera P6 and Microsoft Project files as well as Workday. • Designed, built, and deployed data repository for Planview to be used in reporting / dashboarding and integration with other datasets.• Acted as mentor in apprenticeship program for new data analysts. Provided insight, guidance and training to both my assigned apprentice and the entire group.

Responsible for providing accurate attrition and staffing forecasts, management of Contact Center staffing database, continual improvement of data and reporting methodologies and availability of data, Integration of staffing database with IEX Workforce Management platform to enable export and analysis of forecast and staffing data, planning and approval of new hires. Reported to Senior Manager of Workforce Management and worked directly with senior leadership (VPs and Directors).• Overhauled reporting methods and strategies for Workforce Management department, including financial and staffing forecasts.• Created and maintained 24 month attrition forecast for entire contact center, which included 25+ separate groups and 2500 employees.• Developed and deployed reporting utilized in yearly operations budget.• Created automated reporting and analytics to reduce workload on Workforce Management department. Reduced monthly report times from 40 hours per employee to 6 hours. Enabled time to be spent optimizing and improving forecasts which enabled optimization of staffing requirements.• Provided leadership and mentorship to WFM team on how to use data and technology to ease workloads. Converted several forecasting team members from using Excel to using R.• Overhauled and automated Real Time Workforce Management reporting, reducing time spent generating reports from 8 hours each day to 1 hour.

Responsible for managing relationship with overseas vendor and directing daily tasks and Communicated changes to documentation and processes. Also managed the relationship between Bioware and the outsourced testers to ensure testing was completed correctly and on time.

Established team designed to manage incoming customer contact volume through the facilitation of Customer Service staff and various queue management strategies. The team was able to take a very large scale Customer Service department from being unable to handle customer contacts within a few days to within 30 minutes for all contact types.

Assisted customers via an online forum through the use of both general customer service and community management methodologies. Helped foster and maintain a growing community of customers that provided customer-based support.

General customer service for MMORPG World of Warcraft.