As a Business Systems Analyst for the Office of Advancement, I specialize in providing efficient and effective support for Salesforce users across the institution. My primary responsibilities include:Triage and Support: Managing and resolving support cases for Salesforce users, troubleshooting issues, and ensuring timely resolution to maintain user productivity.Process Improvement: Collaborating with internal teams to identify opportunities for streamlining business processes, with a focus on automation and optimizing workflows.Data Collection & Reporting: Enhancing data collection methods and improving reporting mechanisms to support data-driven decision-making across departments.By combining technical expertise with a strong focus on user experience and process optimization, I help ensure the smooth operation of Salesforce systems and contribute to continuous improvements in business operations.

As part of a small IT team supporting faculty and staff at the David Eccles School of Business, I provide on-demand technical assistance through walk-ins, phone support, and classroom technology triage. My specific responsibilities include managing the Sympa list server and serving as the primary point of contact for all Microsoft Outlook issues. I also maintain the relationship between our IT group and University IT (UIT).Key responsibilities include:Issue Diagnosis & Resolution: Evaluating and troubleshooting end-user computer issues through effective questioning and determining solutions with minimal disruption to the user.User Training & Support: Providing training on software applications to ensure users are empowered to work efficiently.Hardware & Network Support: Troubleshooting and resolving network, hardware, and software problems, including setting up and repairing devices like computers, printers, scanners, and phones.Additional Skills:In-depth knowledge of Microsoft Outlook and Teams.Maintaining and managing a custom Windows 10 imaging server with MDT.This role requires strong technical expertise, problem-solving skills, and the ability to manage multiple priorities in a fast-paced environment.

At Netflix, I played a key role in the development of the "Flex Program", a groundbreaking initiative designed to balance employee scheduling needs with business staffing requirements. This program has since been adopted by many call centers industry-wide.In addition to my work in Workforce Management (WFM), I collaborated closely with Netflix's Technical Research Department, bridging communication between teams and optimizing staffing strategies based on technical insights. Key responsibilities included:Trend Analysis & Staffing Optimization: Analyzing call data to identify emerging trends that could lead to outages, and proactively adjusting staffing levels to meet increased demand.Workforce Reporting: Preparing and presenting hourly workforce analysis reports for supervisors to ensure optimal call center operations.Cross-Departmental Communication: Communicating potential service disruptions and trends to call center supervisors, while providing guidance on escalation processes and messaging during outage events.This experience allowed me to blend data analysis, workforce optimization, and cross-departmental collaboration to drive efficient operations and exceptional customer service.

In this non-customer-facing role, I provided advanced troubleshooting for complex issues that couldn't be resolved using existing knowledge base articles. My responsibilities included:Issue Reproduction & Analysis: Collaborating with customers to fully understand and recreate unfamiliar issues.Root Cause Investigation: Utilizing backend engineering tools to diagnose the underlying causes of technical problems.Problem-Solving & Workarounds: Developing solutions or temporary workarounds to address issues.Impact Assessment: Analyzing the scope of issues to determine customer impact.Issue Escalation: Documenting all steps taken to resolve or escalate the issue in Jira, ensuring proper escalation to the engineering team for further resolution.This role required strong technical acumen, problem-solving skills, and effective collaboration with engineering teams to address critical issues.

As Kerry's personal assistant, I provided comprehensive support in both his personal and professional life, with a focus on managing his podcasting career. Kerry is the creator and producer of the Geekshow Podcast, and I was involved in all aspects of its production, ensuring seamless operations. Key responsibilities included:Podcast Production Support: Writing and managing content for the Geekshow Podcast website, editing and producing episodes, and occasionally running the soundboard during recordings.Social Media & Promotion: Updating the podcast’s social media platforms weekly with new episodes, summaries, and relevant links.Remote Recording Support: Handling setup and breakdown of equipment for remote podcast recordings.Additionally, I managed personal tasks such as:Pet & Home Management: Housesitting and coordinating pet grooming appointments.Research & Sales: Researching the value of comic books and collectibles, and managing the sale of items.Event Management: Managing Kerry’s booth at conventions like Comic-Con and FanX.This role required a high level of organization, attention to detail, and the ability to adapt to various tasks in a fast-paced environment.

This was a volunteer freelance writing position that focused mostly on writing product reviews, but I have done feature pieces for the zine and conducted interviews for written pieces and podcasts. My duties as a volunteer writer included:Writing product reviews on strict deadlines.Communicating with marketing reps for the product that I was reviewing.Setting up equipment and recording interviews.Transcribing recorded interviews.Writing feature pieces (1200-1500 words) on interviews I conducted and events that I attended.