 Provided technical support to field technicians, and store staff who faced complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Delivered on diagnosing, troubleshooting, repairing, and debugging issues within PTS software and hardware offerings. Provided software support to pharmacy staff on point-of-sale software and application; supported POS-related hardware; pin pad, receipt printer, customer display, cash drawer, and RF handheld device.  Handled tasks assigned for new store openings and ownership changes.  Supported escalated issues reported via email escalation to management. Provided assistance to field technicians for software setup. Responded to situations where the product had failed and isolated or fixed problems in malfunctioning equipment or software. Reported design, reliability, and maintenance problems or bugs to design engineering/software engineering. Might have been involved in customer installation and training. Provided support to customers/users where the product was highly technical or sophisticated in nature.

Client: Minnesota Department of Education (MDE) Developed and implemented reporting, dashboards, and data analytics strategies to support educational initiatives and improve decision-making processes within the department. Managed data compilation, analysis, and reporting using SQL, Tableau, Power BI, and other tools to identify trends, patterns, and insights related to student performance, educational outcomes, and program effectiveness. Collaborated with stakeholders across various departments to gather requirements, define KPIs, and design data visualization solutions that supported data-driven decision-making in areas such as student enrollment, academic achievement, and resource allocation. Provided key insights and recommendations to education leaders and policymakers through data interpretation, predictive modeling, and data storytelling techniques, driving continuous improvement in educational practices and policies. Acted as a liaison between the business and IT teams to ensure data accuracy, integrity, and accessibility, and facilitated data governance and compliance with regulatory requirements. Defined and implemented best practices for data management, report automation, and data quality assurance, striving for continuous process improvement and optimization of BI solutions. Stayed updated with emerging trends and technologies in business intelligence and data analytics, and proactively recommended innovative solutions to enhance data-driven decision-making capabilities within the department.

 Managed data accuracy and integrity through regular updates and quality assurance checks, ensuring reliable reporting for stakeholders. Developed and implemented data management processes to streamline workflows and improve efficiency in data handling. Conducted data analysis and provided insights to support decision-making processes and business strategies. Collaborated with cross-functional teams to identify data gaps, resolve issues, and optimize data collection methods. Utilized data extraction techniques and advanced Excel functionalities to manipulate and analyze large datasets for reporting purposes. Maintained data documentation, including data dictionaries and standard operating procedures, to ensure data consistency and compliance with industry standards.

 Implemented data ingestion processes from various sources including databases, APIs, and log files into centralized data storage systems using technologies such as Apache Airflow and custom scripts. Designed and optimized data models for efficient querying and reporting using SQL databases. Developed data pipelines for transforming and aggregating raw data into meaningful business metrics and KPIs, enabling data-driven decision-making across the organization. Conducted performance tuning and troubleshooting of data pipelines to identify and resolve bottlenecks, improving overall system reliability and performance.

 Developed and maintained conceptual, logical, and physical data models for new and existing database systems, ensuring alignment with business requirements and data standards. Collaborated with database administrators, developers, and business analysts to design and implement database structures, indexes, and queries for optimal performance and scalability. Implemented data integration solutions to consolidate data from multiple sources, using ETL tools and scripting languages. Conducted data analysis and profiling activities to identify data quality issues and implemented corrective actions to improve data accuracy and consistency. Participated in data governance activities, including defining data policies, data classification, and access controls to ensure data security and compliance with regulatory requirements. Developed and maintained documentation related to data models, data flows, and data mappings to support data lineage and impact analysis. Provided technical support and expertise to resolve data-related issues and optimize data-related processes within the organization.

 Provided first-level system support for all Kroll pharmacy systems used within customer pharmacies. Troubleshot and resolved product issues and questions related to pharmacy processes and best practices. Demonstrated superior customer service experience by providing exceptional support and building positive relationships with customers. Employed excellent written and verbal communication skills to effectively communicate technical solutions to customers. Analyzed, interpreted, and addressed customer needs with a focus on providing accurate and timely resolutions. Utilized knowledge of computer operating systems and networking hardware components (e.g., Windows XP, 7) to diagnose and resolve technical issues. Adapted to changing business needs and processes, maintaining flexibility and delivering quality support. Demonstrated professionalism, patience, and self-control in handling upset customers, ensuring their concerns were addressed and resolved. Achieved a typing speed of 200 words per minute, enabling efficient and timely communication with customers. Thrived in a time-critical environment, meeting deadlines and prioritizing tasks effectively. Successfully worked nights and weekends to ensure seamless support coverage for customers.