Seth Bourassa Email & Phone Number

Columbus, OH, US

Dublin, OH, US

Dublin, OH, US

• Provide descriptive analytics to multiple internal and external stakeholders.
• Provide predictive analytics to multiple internal and external stakeholders.
• Manage a team of six on-shore, and one off-shore, analytics professionals to ensure business and customer compliance, business continuity processes, and all activities related to our Pharmaceutical customer segment.
• Provide data governance guidance and apply knowledge of database infrastructure design to map and create data models within reporting environments utilized by internal and external stakeholders.
• Lead multiple internal teams in technology transformation activities using analytics tools, Tableau, Alteryx, GCP/BigQuery, and SAP/Legacy Business Objects, to ensure best in class reporting for our customers and.

Dublin, OH, US

• Lead and coordinate internal projects that directly impact data from a quality perspective as well as an external perspective. Led projects such as: IQVIA/SHA Tracking improvements for data submissions, Data Blinding.
• Participate in capacity as SME and offer key knowledge during system integrations and technology go-lives—specifically centered around SAP, ECC HANA, MANHATTAN and the roles they play in business data and external.
• Coordinate between Business needs, EDI Platform and Implementation team resources, and strategic deployment of multiple IT teams for source and ERP systems.
• Lead meetings with Manufacturers to discuss data capabilities and needs, providing insight into what Channel Analytics reporting is applicable for their needs.
• Attend all relevant conferences to ensure that the Cardinal brand is being represented as a top-level resource concerning metrics and analytics related to business needs.
• Perform analysis of active production data for both Inventory (within Cardinal Network) and Sales (sales to end customers) for all Pharmaceutical manufacturers.

Dublin, OH, US

• Assist in development of business strategies relating to external facing initiatives.
• Assist manufacturers in understanding and analysis of inventory and sales data.
• Coordinate EDI Implementation activities between Business and Technical teams in order to facilitate a fast transition from contract signing to data flowing regularly.
• Assist in activities related to PMOD as SME for Business EDI data.
• Administrate Strategic Sourcing Sharepoint site for internal users.
• Meet regularly with Manufacturers to discuss data capabilities and needs.

Dublin, OH, US

• Manage billion dollar Branded Pharmaceutical Purchasing and Compliance Strategy.
• Manage and design Branded Pharmaceutical Summary Database allowing multiple groups within Cardinal to have information regarding specific contract information for Branded vendors.
• Manage Sharepoint site for Branded Sourcing team
• Develop and produce complex reporting based on generated data from several systems within Cardinal, creating middleware required for systems to talk to one another.

Dublin, OH, US

• Supported customers in all facets of Cardinal.com functionality including Pharmaceutical Applications, Medical Products and Services Applications, and Mobile Solutions devices, made by Symbol, for use in Pharmacies.
• Consistently exceeded benchmarks and metrics set forth to measure performance of technical analysts in a front line position. These benchmarks included: average handle time, ACW time, first call resolution, service.
• Provided direct assistance to Sales Representatives, Technical Contacts, third party IT analysts, and others who contacted the Helpdesk for more information concerning our products and functionality.
• Constantly asked for additional training to assist with moving forward within Cardinal’s corporate structure, increasing Business Acumen and responsibility in the process. Used this additional training to provide.
• Helped create and maintain knowledge objects within the ServiceWare knowledgebase system concerning customer facing applications and points of contact for continued troubleshooting of problems outside of Service Center.

Dublin, OH, US

• Command Center involving monitoring duties for call flow and demand forecasting for call center supporting Internal and External clients.
• Scheduled entire Service Center to be trained on Avaya Aux Code changes and new Attendance Policy being implemented.
• Created a historical trace report via a series of data exports from Avaya, batch scripts, and excel allowing a supervisor who has placed a trace on someone to gather historical data for as long as they continue to run.
• Developed a report that allowed visibility into analysts who logged in late, log out early, or took extensive lunches and breaks.
• Rewrote Command Center manual for appropriate administration of EITSC practices and guidelines.

Dublin, OH, US

• Supported customers in most all facets of Cardinal.com functionality including Pharmaceutical Applications, Medical Products and Services Applications, and Mobile Solutions devices, made by Symbol, for use in Pharmacies.
• Consistently exceeded benchmarks and metrics set forth to measure performance of technical analysts in a front line position. These benchmarks included: average handle time, ACW time, first call resolution, service.
• Provided direct assistance to Sales Representatives, Technical Contacts, third party IT analysts, and others who contacted the Helpdesk for more information concerning our products and functionality.
• Constantly asked for additional training to assist with moving forward within Cardinal’s corporate structure, increasing Business Acumen and responsibility in the process. Used this additional training to provide.
• Helped create and maintain knowledge objects within the ServiceWare knowledgebase system concerning customer facing applications and points of contact for continued troubleshooting of problems outside of Service Center.

New York, NY, US

• LAN Administration duties for Novell and Active Directory: creation of IDs in both ONE and ATLAS trees, creation of NAEAST Active Directory IDs using DRA and Novell ConsoleONE
• Application deployments via Novell and Group Additions in Active Directory for SMSNomad Deployment.
• VPN Connectivity troubleshooting, RSA SecurID Token Administration roles: pin reset, enable, disable, set lost status.
• Full administrative privileges and requirements. Remote Desktop Support (GTI-NA) requires extremely varied skill-sets and extremely varied knowledge of software and workings of corporate infrastructure.
• Helped develop and maintain knowledge-base articles within Peregrine Service Center for use by all levels of agents. Creation of knowledge-base articles was vital to continued development and grooming of Level one.
• Worked in Peregrine Service Center, Avaya CMS, CentreVU and continued work with NICE Screen Agent.

Dublin, Ohio, US

• Troubleshot issues related to hardware, software, and other internet related issues in WINDOWS 98/ME/2000/XP.
• Troubleshot issues for corporate internal and external helpdesk customers involving Wireless, Wired communication, VPN connectivity, and home router/internet connectivity.
• Used ULTRAVNC,MICROSOFT TERMINAL SERVICES, and CARBON COPY to assist remotely.
• Tracked, documented, and managed trouble tickets using MAGIC ticket tracking software.
• Worked as a Tier Two Store Automation helpdesk support agent.
• Supervised Sunday shift using Avaya CMS Software to ensure service level remained at 85% or higher.

• Worked with a small team of associates and assistant managers to continue excellence in the workplace, and maintain confidentiality of customers as well as entry of items into the POS system.
• Helped store to break daily sales goals, weekly sales goals, and monthly salesgoals on a regular basis.
• Consistent use and support of POS system and terminals. Troubleshooting UPS backup battery issues, touch screen input issues, and proprietary POS software.
• Helped with closing duties as well as opening duties, including counting down of cash drawers at the end of the evening, and loading cash drawers in the mornings.
• Transferred merchandise into the store, handle money, and customer related issues on a daily basis.
• Performed basic support of local CISCO router.

• Provide technical support over the phone for Cox cable internet customers.
• Troubleshot issues related to hardware, software, and other internet related issues in WINDOWS 98/ME/2000/XP.
• Troubleshot issues related to connectivity including WINSOCK, TCP/IP, and LAN. This was mostly connectivity issues with home networking systems, routers, etc.
• Performed assistance with IP addressing and DHCP. Walked customers through disabling a static IP address, and getting Microsoft Windows to release it’s private IP address so they could obtain a working IP from Cox Cable.
• Provided support for issues related to modems and other networking equipment, and VOIP solutions.
• Provided support for customers who used Microsoft OFFICE and Microsoft OUTLOOK.

San Francisco, California, US

• Worked in the prevention of fraudulent activities through the gap.com, oldnavy.com and bananarepublic.com websites.
• Answered incoming calls from customers concerning fraudulent activities and/or held orders placed through the three company websites.
• Made outbound calls to banks, credit card companies, and customers in order to resolve held order situations in a timely fashion.
• Communicated with internal customers and managed personal schedule using MS OUTLOOK EXPRESS.

• Performed general technical support for hardware and software in a WINDOWS 95/98/2000/XP environment for all external customers.
• Wrote and designed the Advanced Service Training manual for the technical service department as part of an assigned project management task.
• Rewrote the Administration Guide for the network administration department, working side by side with the Lead Administration manager.
• Dealt with the core offices as well as contracted personnel on a daily basis resolving order conflicts and installer issues. This included troubleshooting issues that pertained to signal degradation, incorrect.
• Used BCK Communications proprietary trouble ticket software to track work orders, contractor installations, and customer complaints.

Opota Certification, Law Enforcement

Bachelor Of The Arts, Business Administration