Norman Perez Email & Phone Number

DATA REPORTING ANALYST, supporting internal Business Management, Client Services and Support Teams managing Reporting, development of KPI metrics and Dashboards, analyzing and interpreting data, structuring reporting from multiple data sources, to ensure a high level of accuracy for business leaders.• Defined metrics for tracking, monitoring and reporting on products and services with BI Reporting tools (i.e. Excel, BrightGauge and Power BI)• Performed data analysis on existing RMM/MSP products and datasets i.e. ConnectWise Automate, Manage & Patch Manager, Backup Recovery (i.e. StorageCraft), Network Management (i.e. Auvik) and Endpoint Security (Webroot & Duo) tool sets.• Responsible for creation and maintenance of various reports, including analysis of operational trends and go-to person for any ad-hoc data-related questions & reports.• Reviewed, compared and verified daily, weekly, and monthly internal and external client reporting.• Monitored and audited data quality in systems of record and collaborated within others to escalate and resolve any anomalies, as necessary.SKILLS & EXPERTISEBusiness Intelligence (BI) Reporting:o Microsoft Excel, Pivot Tables, Vlookups, Functions & Formulas, Macros, Formatting & Mergingo BrightGauge (PSA & RMM Integration Reporting)o Microsoft Power BIo Microsoft Word, PowerPoint, OneNote, Visio, SharePointRemote Monitoring and Management (RMM) Tools for Managed Service Provider (MSP):o Professional Services Automation (PSA): ConnectWise Manage and ConnectWise Automate (Labtech)o Patch Management: ConnectWise Patch Managero Network Management: Auviko Backup & Recovery: StorageCraft, Carbonite Evault, Azure etc.o Endpoint Security: Webrooto Two Factor Authentication: Duoo Life Cycle Management: Warranty Mastero Customer Satisfaction: Customer Thermometero IT Documentation: IT Glueo Collaboration: Microsoft Teams

Data Analyst Case Sample ReportingAnalyst interpreting data at multiple levels, providing actionable recommendations with wide range of skills from Project, Incident, Problem, Compliance & Vendor management. Foster relationships enabling collaboration with stakeholders across all levels of organization. In-depth problem-solver, communicating clearly, engaging others & escalating in timely manner. Set goals, measure progress & prioritize activities, ensuring timely execution. Skills & Expertise:• MS Excel, Pivot Tables, Vlookups, Functions & Formulas, Macros/VBA, Formatting & Merging• MS SQL Server/Management Studio & MS Access, Tables, Queries, Joins, Aggregation & Views• BI - Business Intelligence Reporting through Excel, Tableau, Power BI, Qlikview & Access• SQL Server Express builds w/SQL Server Data Tools (SSDT), SQL Server Report Services (SSRS) & Reporting Services Configuration Manager & SQL Server Report Builder & Visual Studio• MS Word, PowerPoint, OneNote, Visio, SharePointCase Sample Data Analysis, BI Dashboards and Reporting: SAMPLE Sales Reporting : • Excel • Tableau • Power BI • Access • Qlikview SAMPLE SalesForce and Supply Chain Reporting: • Excel SAMPLE Sales Reporting: • MS SQL Server, SSRS, SSDT, Reporting Services Config. Manager, Report Builder, Visual StudioINDEPENDENT COURSE TRANSCRIPT INFO Attachment:• During the timeframe of Seeking New Opportunities taking the time to improve Business and Technology skill sets utilizing various Online Research Tutorials, Online Training and Tool Trials.

New Castle, De

System/Data Analyst, End-to-End (E2E) Supervision over Event and Alert monitoring focused on strategic initiative aimed to improve Global Event Management (EVM) through standard monitoring practices, proper detection, escalation, and integration of Alerts for all in-scope distributed systems.• Extracted & Transformed (join, cleanse, translate, split/separate, sort and aggregate) Data, for Event Management Services by implementing effective dashboards, scorecards, reports & trending; through such tools as Excel (w/Pivot Tables, Vlookups, Functions & Formulas, Macros/ VBA), Qlikview (charting), SQL (queries and joins) and presentation tools such as SharePoint, PowerPoint and OneNote.• Prepared various data visualizations, presentations and action recommendations bridging gaps between system administrators, command center, engineering / vendors and compliance teams.• Produced E2E analytics / action plans around operational readiness for all monitoring touch points, for global inventory of 75k+ hosts, sustained <5% exception goal. • Leveraged analytics to visualize ServiceNow incident ticket trends for faster resolution of issues and avoidance of future ticketing by identifying root causes. Through action plans and/or automation exceeded global in-scope alert / incident reduction goals of 25%. • Designed / managed Global Standard ITM BASE proactive / reactive alerts, building sound, repeatable processes to quickly detect and act on, with proper alert summary mapping improved decision and actions to prevent outages or service degradation. At the same time supporting and redesigning alerts as needed through multiple ITM6 release and patch updates.

New Castle, De

Supported NonStop system business divestitures and transitioned into platform stabilization and quality control efforts around System Monitoring, Layered Tools, Compliance, Vulnerability Patch Management oversight for global distributed Unix and Windows-based systems for all Sector servers in-scope.• Through data analysis, built foundations to extract different Layered Tools key elements (i.e. release management), Compliance exceptions and Vulnerability Patch information, implementing effective dashboards, scorecards, and exception reporting.• Managed and redesigned monitoring around IBM Tivoli ITM and BMC Patrol tools for OS & DB monitoring, focusing on standardization, agent release management and agent / monitoring exceptions.

New York, Tampa, Delaware

Directed System Administration for multiple businesses. E2E oversight of 20+ large NonStop systems and databases. Managed HW, OS, layered products, system design, capacity planning, alert management, compliance, budget planning, and management of 7x24 system support team (staff / contractors), although not managing directly also provided oversight to command center and system security activities.• Participated in System expansion of Electronic Benefits Transfer (EBT — Debit Card) business amongst multiple US States, supporting Requests for Proposal (RFP) for system design, sizing and multi-year costs models, and expansion of managed hosts remotely overseas in UK.• Managed and supported Global Electronic Message Switches acting as central hubs to other internal critical systems, enabling critical business time-sensitive regional support needs. Beyond systems management, for a period of time managed transferred application support team.• Supervised sensitive 7x24 systems with detailed maintenance planning, allowing only 1 outage per year, with no unplanned system failures or reboots over multiple years and oversaw global vendor product management for all Nonstop hardware / software vendors, and passing all audits year over year.