• Analyze customer service metrics such as response time, resolution rate, customer satisfaction (CSAT), Net Promoter Score (NPS), and churn rate.• Create dashboards and reports to track KPIs and performance metrics.• Use Power BI and Sigma to present insights and trends to stakeholders.• Identify gaps and opportunities in the customer journey by analyzing customer feedback and service interactions.• Conduct root cause analysis to understand issues driving negative customer experiences.• Recommend process improvements to enhance service delivery and customer satisfaction.• Work closely with Customer Service, Operations, Marketing, and Product teams to understand data needs and implement solutions.• Collaborate with customer support teams to define and refine business requirements for reporting and analytics.• Collect and analyze VoC data from various sources like surveys, social media and support tickets.• Develop insights into customer sentiments, preferences, and concerns.

Conducts and manages outcomes of various marketing campaigns that include analyzing, reviewing, forecasting, trending, and presenting information for operational and business planning. • Support short and long-term operational/strategic business activities - by developing, enhancing, and maintaining operational information and models. • Develop and implement effective/strategic business solutions through research and analysis of data and business processes.• Collaborate with marketing, admissions, IT, and finance departments to collect, analyze, and interpret data.• Provide data-driven insights to guide budgetary, lead performance, conversion, enrollment, and retention strategies.• Effectively communicate findings to key stakeholders and translate reports verbally and in writing into actionable recommendations both verbally and in writing.• Utilize project management software to prioritize cross-functional deliverables and meet tight deadlines.• Supports in the United Health Care Medicare space.• Gather requirements from Marketing stakeholders, create BRDs, test and implement Marketing Campaigns. • Perform ad hoc reporting and analysis as needed.

Responsible for planning and managing data analytics that provide overall data management and reporting. Oversees the development of analytical tools and solutions to support the business line. Collaborates with management and business partners to identify business, technology, and process improvement opportunities.• Oversees the business line's data analytics strategy. This includes recommending and developing of related programs for the business line.• Manages the research, design, development, testing, retrieval, and data reporting, utilizing the knowledge of various software packages.• Identifies business, technology, and process improvement opportunities. This may include making recommendations to business line leaders.• Establishes and serves as Business Line's "analytic review" function to ensure the uniformity and quality of analytical tools and reports are delivered consistently to business partners.• Analyze monthly KPI’s using Archer and presenting data within dashboards utilizing Power BI.

Research, troubleshoot, test, and update systems and databases for the Global Reporting Department. The Global Reporting Department is responsible for developing and implementing state-of-the-art software to support the fund management, trading, distribution and operational areas with secure, stable and resilient technology platforms. • Troubleshoot, monitor and update source and target Power BI dashboards.• Test and troubleshoot databases, correcting errors and recommending necessary modifications.• Troubleshoots and modifies the ETL process within Informatica.• Promote code changes utilizing Databricks within the Azure cloud.• Troubleshoot the end-to-end daily trading and distribution fund management process.• Document workflows and data flow processes.• Interfaces and gathers requirements from business users and business partners.

Oversees and coordinates changes, testing, and implementations to the database management system.• Test and programs databases, correcting errors and making necessary modifications.• Modify existing databases and database management systems or directing programmers and analysts to make changes.• Writes and code for both logical and physical database descriptions and specifies identifiers of the database to management systems or directs others in coding descriptions.• Works as part of a project team to coordinate database development and determines project scope and limitations.• Reviews project requests describing database user needs to estimate time and cost required to accomplish project.• Supports data management, specifically master data Management and metadata management, data profiling, and data quality.• Develops best practices, policies, and/or procedures.• Troubleshoots Python, Java and other coding languages.

• Systems Analyst to support the ATIMS (JMS) Jail Management System implementation project.• Support Technology Services, other agency resources, and the software vendor as needed.• Partner with senior management and end-users within the City to support the system, which includes the planning, analysis, implementation, and phases of the SDLC.• Perform analysis activities for project including working with other analysts, developers, and testers to complete assigned work.• Coordinate go-live support and immediate post-production support activities.• Support system integrations with JMS and data flow processes.• Use SQL to preform data conversion analysis, audits of database, ad hoc reporting and analysis.• Testing and analysis of both RESTful and SOAP services.• Employed Excel for extensive analysis including pivot tables and charts. • Analyzed large data-sets utilizing Beyond Compare.

Forex Trading and Financial Analysis.Engage in monthly, weekly and daily analysis for Forex dollar pairs.• Analyzed foreign currency charts daily.• Setup trades in the forex market.

Served as a liaison to the business community in order to provide technical solutions to meet user needs. • Tracked and reported using SQL and Excel on departmental initiatives and maintained initiative road-map and status reports. • Created ETL processes for data to support integrations for tools and the design teams. • Tested end to end process for the construction and design process. • Lead cross-functional projects related to process improvement, product lifecycle management, or product development. • Ensured complete analysis and understanding of interdependencies, business risks, risk mitigators that could impact or be impacted by the delivery of new products, services, processes and/or support technologies. • Functioned as the liaison between the business unit and the other supporting functional organizations (IT, OSS, Billing, 3rd Party suppliers, etc.) to properly interpret and deliver functional specifications. • Improved data flow process and data fallout for all production construction projects. • Researched provisioning issues to identify resolution work steps. • Documented corrective action to resolve system and workflow provisioning fallout.• Researched and applied fixes with Splunk, SQL, Metaswitch, TOSS, Sonus, and multiple provisioning interfaces. • Mapped issues in Remedy and Cherwell trouble ticketing systems to known root causes.

Provide consultative services, both internal and external, to the organization; designing, documenting, and maintaining architecture diagrams for systems, processes, interfaces, and job scheduling. Interfaces with stakeholders (Business Unit, Operations, Product Engineering, etc.) to review their initiatives and to develop strategies and course of actions to ensure that their initiatives are sustainable. • Developed a continuous integration pipeline that allowed for automated daily deployments; which saved the organization approximately $30,000 monthly. • Developed Mobile App and Web Portal for Comcast Business Customers • Create high-level and detailed design using UML, process flows, sequence diagrams, Use Cases, etc. • Design and Develop enterprise applications using Agile methodology. • Well versed in SCRUM, Story Mapping and User Stories.

Provided architectural support, research, and analysis to drive integration of company data into Remedy Trouble Ticketing system developed for company markets that supported approximately over 50,000,000 customers. Oversaw data-only resources, supporting largest Remedy implementation, with 50,000 users, including 33,000 concurrent users, in over 16 markets, with each market classified as non-standard. Ensured data identified network alarms, correlated customer issues to alarms, and auto-routed trouble tickets to appropriate fix agency. Interfaced base system with over ten other systems for customer data, equipment, and rolling trucks. Sourced appropriate data elements from available data stores in company, quantifying, documenting, communicating, and providing solutions for complex data issues and anomalies.• Drove and supported data architecture strategy. Implemented go-to-person for in-depth analysis, focusing on issue identification, resulting in problem determination, documentation, and issue resolution.• Served as resident expert on CSG source billing data and CSG Vantage database.• Gained working knowledge of ICOMS and Amdocs billing systems. Teamed with business analysts, developers, and customers to ensure soundness of business rules, data strategies, and source to target mappings.• Leveraged knowledge of data to provide DBAs with performance tuning recommendations. Articulated complex technical issues to team members and customers.

Supervised 55 technicians on day shift as result of leadership transition and complex process opportunities. Interacted regularly with market teams and various functional groups to assist with complex troubleshooting and customer trouble resolution. Managed quality assurance programs for telephony TRAC and assisted field technicians within markets. Produced daily and weekly reports to set goals, coordinate workflow, and conduct trend analysis. Assisted with development and implementation of training plans designed to improve quality and increase customer satisfaction with technical operations.Managed intra-organization relationships as well as performance and process strategies. Set strategic direction and determined best course of action for training and execution of various systems and procedures. Worked closely with all internal groups to ensure that projects met specific requirements and delivered on time and within budget. Interfaced closely with in-market teams, various functional groups, and regional directors. Developed methods and procedures to ensure standardization of processes and applications in various functional groups. Performed root cause analysis and submitted irreversible corrective action. Produced reports to measure market performance, network performance, and organizational opportunities.Oversaw detection, isolation, and diagnosis of network and transport faults across multiple technologies, including HFC plant, telephony, Internet, optical systems, SONET, and ATM facilities. Isolated problems by correlating information from network surveillance equipment, including diagnostic tools, and reported information to accurately direct fix-organizations and personnel to most likely determine source of problem. Interfaced with dispatchers, customer service representatives, technical support personnel, and telephony and Internet service providers to cooperatively resolve network problems. Provided technical support to field technicians.