Gerald Daugherty Email & Phone Number

I work as a Call Center Insights Analyst. I develop and distribute reports and analyses that provide insights to support operational. tactical and strategic decisions that impact various Truist Call Center groups. My responsibilities include understanding the AWS Connect data model, helping my teammates migrate existing call center reporting from the legacy GENESYS platform to AWS Connect and providing AWS Connect reports and analyses as required. My responsibilities also include custom ad hoc reporting from the Verint cloud-based Workforce Management platform using the Microsoft Report Builder application. I have considerable expertise in forecasting and statistical modeling. I have an extensive background in SAS including Base SAS, Enterprise Guide, SAS Forecast Server, SAS Management Console, SAS Macros, PROC SQL and REST API access via PROC HTTP. I have significant experience with SAS connections to Hive SQL in a Hadoop ecosystem via explicit pass-through. I have experience with Tableau, R, Microsoft VBA and PowerShell. I've earned a Masters degree in Statistics from North Carolina State University, where I learned fundamental statistical concepts such as estimation theory, hypothesis testing, General Linear Models and Generalized Linear Models. I was also introduced to more advanced statistical learning techniques such as penalized regression, K-means clustering, decision trees and support vector machines. I have the programmatic background to design and implement data collection, the statistical background capable to extract insights from the data via analysis and the experience to author reports and visualizations palatable to technical or non-technical decision makers. I gained significant customer service, negotiation and leadership skills in my previous work positions of IT Capacity Planner, Web Engineer and Client Server Engineer. I rose to be a team leader in both the Web and Client Server teams. I was involved in multiple highly technical projects that included the design and implementation of critical time-sensitive infrastructure and applications. Both roles involved significant end user and on call support as well. I've earned my MBA with a focus in Finance from East Carolina University. The MBA provided me with an extensive background in Finance, Accounting, Management and Organizational Design. I believe that my eclectic background allows me to participate and collaborate effectively at the forefront of Data Science as a practitioner, manager or strategist.

Listed skills include Sas Programming, It Capacity Planning, and It Performance Analysis.