Veronica Vera Email & Phone Number

Melbourne, Fl, Us

United States

Key Responsibilities:- Advanced Reporting and Visualization: Develop and maintain sophisticated reports and dashboards using Power BI, BMC Helix Dashboard, and Cisco UCCX providing clear, actionable insights that drive strategic decisions.- Data Analysis Expertise: Perform comprehensive data analysis using SQL to identify trends and forecast outcomes, influencing key business strategies.- Educational Initiatives and Training Development: Designed and executed a comprehensive training program for the implementation of new ticketing software, delivering over 60 hours of training to service desk agents, tier II support teams, and department leadership. Developed and trained a team of trainers to ensure ongoing effectiveness and reach of the training initiatives.- Leadership and Presentation: Presented key features and benefits of new systems to leadership in dedicated meetings, enhancing executive understanding and buy-in. Continually tasked with updating and revamping training programs to optimize end-user competence and performance.- Support and Continuous Improvement: Provide ongoing support and instruction to end users post-implementation. Responsible for creating and updating video tutorials, enhancing the accessibility and understanding of the ticketing software.Achievements:- Strategic Training Programs: Successfully created and led the rollout of training for new ticketing software, significantly improving the service desk's operational efficiency.- Leadership Engagement: Effectively communicated the benefits and functionalities of new systems to leadership, ensuring alignment and support for technological transitions.- Innovative Training Solutions: Developed a series of video tutorials that have become a key resource for ongoing training efforts, enhancing the self-service capabilities of the software users.

Greater Orlando Area

Power BI:• Data Management: Utilize Power Query for cleansing, transition data formats, create central tables, manage relationships, and optimize report performance.• DAX: Proficient in calculations, customizing tables, and utilizing time-related features.• Report Development: Enhance interactivity with slicers and custom visuals.• Visual Customization & Templates: Adapt visuals for reports and create adaptable templates with unified designs and parameter options.SQL:• Proficient in SQL Querying: Specialized in crafting complex SQL scripts tailored for Cisco UCCX to derive actionable insights for our call center operations.• Cisco UCCX Expert: Leveraged deep knowledge of UCCX data schemas to design and implement custom reports that provided key performance metrics.• Data Analysis: Leveraged SQL to perform data extraction, transformation, and loading (ETL) tasks, generating insights for informed decision-making.• Custom Reporting: Developed custom SQL-based reports for BMC Helix ITSM, providing tailored insights for IT operations and service management.Project Management & Training:• Played a key role in the transition of a large department to a new ticketing system, focusing on training and stakeholder communication.• Developed and delivered comprehensive training programs, including extensive training to external customers and trainers.• Created and disseminated video tutorials and documentation, facilitating smooth system adoption across the department and external customers.• Served as a liaison between external customer groups and primary project support groups, ensuring effective communication and problem resolution.• Delivered customized demonstrations to diverse departmental teams, emphasizing clear and relevant content.

Remote

Lakewood, Co

New York, Ny

New York, Ny