Scott Barentsen Email & Phone Number

Lehi, Ut

Managed 3-member team of data engineers / BI analysts accountable for providing analytics and reporting for customer support and service delivery teams. Helped improve performance and solve business problems with data and analysis. Coached and motivated team members with advancement opportunities, continuing education, and recognition. Selected accomplishments:✔ Led data and analytics effort for replacing 1.6M Symantec SSL certificates distrusted by Google, supporting all data-driven aspects of project, including customer outreach, strategy, sales and partner incentives, executive reporting, and tool training.✔ Created interactive, real time Domo dashboards, showing distrust project results across multiple dimensions, gathering requirements, sourcing data, writing wrote complex logic and code, and processing into actionable information.✔ Implemented Domo dashboards, showing service delivery KPI results (order volumes, throughput time, pending volumes, pending $ value, and rejects) across several dimensions.✔ Provided ongoing and ad hoc reporting and analysis for service delivery and technical support teams (productivity, chats, emails, phones) along with data requests from sales, marketing, product, and support, enabling better decisions, improving performance, and cost savings.

Mountain View, Ca

Managed 4-member team of BI analysts to improve performance, reduce costs, and make better decisions. Held weekly 1:1 meetings to manage projects and provide feedback and correction. Conducted yearly performance reviews. Hired and dismissed employees (when necessary). Selected Accomplishments:✔ Introduced KPIs and operational reports that helped create more results-driven culture, creating and publishing reports in Excel, QlikView, and Qlik Sense, driving improvements in throughput time as part of customer authentication services leadership team.✔ Modeled cost impact of sales and partner incentives, increasing return on investment.✔ Forecasted and tracked bookings results vs plan, driving targeted end of quarter push efforts and meeting plan 11 straight quarters in row.✔ Conducted time studies of service delivery analysts that led to productivity improvements of 28%, using multiple regression analysis in Minitab, interpreting and applying findings.✔ Managed customer satisfaction program, analyzing and trending verbatim comments from customer surveys, identifying areas for improvement, and increasing scores. ✔ Created staffing models to effectively plan number of headcount required in each region based upon forecasts of volumes and productivity, making recommendations for increases and cuts of staff based upon model.✔ Planned $2M budget using staff models and what if scenarios, reducing costs year over year.✔ Provided executive support for Vice President of Customer Authentication Services (presentation development, monthly operating reviews, etc.), supporting effective decision making. ✔ Led certificate validation audit team, reducing security errors and improving quality (2 years).

Mountain View, Ca

Managed 4-member team of BI analysts to deliver solutions for functional teams that met or exceeded requirements. Coached team on best practices, tools, and technical solutions. Handled project management of BI solutions from requirements to implementation.Selected Accomplishments:✔ Developed product reliability metrics and conducted monthly service reviews, identifying and mitigating root causes of downtime. ✔ Performed cost studies, determining new product pricing and profitability. ✔ Estimated and measured impact of new software features and tools, driving efficient investment of engineering resources. ✔ Benchmarked service delivery costs against industry standards, demonstrating efficient spending. ✔ Automated production of standard reports and metrics using Hyperion, reducing costs and freeing resources for higher-value analyses and development.

Bachelor Of Arts - Ba, Philosophy And Human Resource Development

Certificate, Information Systems – Analysis, Design, And Management, Awarded With Distinction