Eric Reyes Email & Phone Number

Oklahoma City, Oklahoma, United States

As a Data Analyst with NetFabric IT Solutions, my role includes collaborating with Service Delivery Managers, Project Managers, Executives and customer support teams to identify improvement opportunities, create reports for internal teams and clients, and analyze data to extract insights and trends. In this role, I support strategic growth, customer satisfaction and retention, as well as ensuring data integrity and precision across platforms.

Largo, Florida, United States

■ In addition to my 𝑩𝒖𝒔𝒊𝒏𝒆𝒔𝒔 𝑬𝒏𝒂𝒃𝒍𝒆𝒎𝒆𝒏𝒕 𝒂𝒏𝒅 𝑰𝒏𝒕𝒆𝒍𝒍𝒊𝒈𝒆𝒏𝒄𝒆 𝑨𝒏𝒂𝒍𝒚𝒔𝒕 and 𝑷𝒍𝒂𝒕𝒇𝒐𝒓𝒎 𝑨𝒅𝒎𝒊𝒏𝒊𝒔𝒕𝒓𝒂𝒕𝒐𝒓 roles I also assumed responsibility for MACD Administration in March 2021. Ensured requested MACDs – site location moves, monitoring additions, changes (i.e., serial, model, circuit, hostname, and contact info updates), and decommissions – submitted for devices/interfaces were applied in all applicable platforms (ServiceNow, Salesforce, LogicMonitor and ConnectWise)

Largo, Florida, United States

𝐁𝐮𝐬𝐢𝐧𝐞𝐬𝐬 𝐄𝐧𝐚𝐛𝐥𝐞𝐦𝐞𝐧𝐭 𝐚𝐧𝐝 𝐈𝐧𝐭𝐞𝐥𝐥𝐢𝐠𝐞𝐧𝐜𝐞 𝐀𝐧𝐚𝐥𝐲𝐬𝐭 𝐃𝐮𝐭𝐢𝐞𝐬:■ Responsible for the internal activities of developing and maintaining data solutions that practically and efficiently address the operational and reporting needs of the business■ Supported ongoing development and maintenance of automated, on demand reporting that was reliable and consistent throughout the organization in order to minimize ad hoc reporting and conflicting metrics■ Maintained organized and accessible data throughout all systems■ Collaborated with management to provide support for internal and customer KPI reporting availability■ Designed and built monthly and quarterly reports using Excel, Word, and other applications as needed■ Provided governance over standard reporting provided to customers along with reporting provided to internal team members■ Reviewed and posted monthly and quarterly custom reports for approval by CSEs – distributed reports to customers once approvals were provided𝐏𝐥𝐚𝐭𝐟𝐨𝐫𝐦 𝐀𝐝𝐦𝐢𝐧 𝐃𝐮𝐭𝐢𝐞𝐬:■ Created and maintained internal and customer user accounts in company platforms■ Troubleshot any issues experienced on internal and customer user platform accounts and assigned the necessary licenses/permissions/roles needed to provide the user access to the requested report/dashboard/object■ Responsible for creating and maintaining user accounts created for Vology's Customer Portal -- provided users access to requested portal modules and troubleshot any issues they experienced■ Processed requests to have new Categories, Subcategories and Resolution Codes added/removed/modified in ServiceNow■ Created/Maintained all group types in ServiceNow■ Processed requests for custom one-off or recurring reports■ Generated audit reports to keep data up-to-date on accounts, site location accounts, contact records and device/interface records in Salesforce and ServiceNow

Largo, Florida, United States

■ Continued performing Data Analyst duties listed under previous position below when former company – Vital Network Services – was acquired by Vology■ Reporting team continued implementing improvements to the report-creation process – these improvements allowed our team to reduce report production time and aid other departments with their ongoing projects■ Assisted development team during transition to new ticket (ServiceNow) and performance-monitoring platforms (LogicMonitor) – previous platforms were Matrix's M5 (ticketing) along with Castlerock and Solarwinds (fault and performance monitoring)

Oldsmar, Florida

■ Assembled and analyzed data for business reports ensuring data and calculations were accurate■ Extracted and formatted fault (ticket) data to simplify for metrics analysis and to identify anomalies■ Extracted data from performance-based monitoring platforms creating performance metric reports providing customers with the most accurate and comprehensive data on their overall device and network performance. The following performance metrics were provided to customers on weekly, monthly and quarterly reports: device availability, interface utilization, interface errors, interface discards, device CPU utilization, device memory utilization, and device response time.■ Reports provided customers with a clear and comprehensive picture their network utilization, where improvements can be made and how valuable our techs & support monitoring was to keep their network up and running. The analysis provided was an essential part of building a growing relationship with those customers.■ Worked closely with CSEs and account managers to fulfil specific requests for custom data or custom reporting based on individual customer needs■ Developed Reporting department from a single person position to a team of 4, which I trained and managed■ Developed internal process improvements to maximize accuracy

Tampa/St. Petersburg, Florida Area

■ Responsible for all aspects of managing general store functions, opening/closing, cash handling, inventory audits, scheduling of staff, merchandise ordering, receiving/inventory control functions, merchandising, stocking, and guest services■ Actively hired, developed, and coached team members to full potential■ Analyzed key metrics surrounding progression of sales opportunities and made recommendations to optimize the sales cycle and product positioning■ Worked closely with corporate to meet key visual, sales and, merchandising goals set monthly and quarterly■ Handled forward facing sales working with customers and acted as a liaison with Birchcraft, Regency and Carlson Craft on Invitation Specialty Sales■ Worked to continually develop and improve internal procedures ■ Under my management our store was awarded "Store of the Year" in overall sales for 2003■ Store met and exceeded projected sales goals consistently for 9 years in a row which put the store in the top 10% of National Company wide goals

Psychology

Associate Of Arts - Aa, Liberal Arts And Sciences, General Studies And Humanities