BUSINESS / DATA ANALYST

Customer-focused, motivated, driven leader with extensive experience in technology fields in domestic and global environments. Excels in data analytics, process improvement, business operations, requirements analysis, strategic technology planning, resource forecasting, employee management, and project management. Effective in establishing strong working relationships with internal and external customers a leader who fosters high performance through mentoring, training, collaboration and clear communication. Resourceful a self-starter who demonstrates strong business acumen ability to prioritize and quickly adapt to changing environments and poise under pressure.

PROFESSIONAL EXPERIENCE

Confidential

Business Operations Manager

• Global responsibility for strategic and operational support planning using data driven analysis, common methodologies and business acumen.
• Delivered annual and quarterly workload and resource forecasts for 40 delivery teams, considering product development lifecycles, historical trending, gap analysis, and other business factors into projections
• Built tool in Excel extensive use of Pivots and Lookup functions , which is currently used to estimate resource requirements for global delivery teams
• Performed data and operational process analyses necessary to transition three internal support teams between Technical Services organizations, and integrate support teams from two newly acquired companies
• Collaborated with development, product management and delivery teams to identify changes to support requirements for evolving and new products, and determined optimum support models e.g., OEM, partner, core TAC vs. lower cost support options for Technical Services implementation
• Served on several cross-functional teams tasked with driving efficiencies in support delivery and improving customer experience
• Reviewed and provided written excerpts for internal documents focused on product support models and operational procedures for Technical Services

Other key projects:

• Time and Motion Study Managed project to determine time support engineers spent during daily tasks determined project requirements and risks, vetted / hired vendor for data collection, performed full data analysis, presented recommendations to senior management
• Federal Support Program Provided data analytics for project team workload forecast, cost analysis
• Workforce Planning Managed project to redefine process for workload and resource forecasting process optimization, defined tools requirements, analyzed build vs. buy options, planned integration, developed resource forecasting tool in Excel, trained staff
• BIC Analysis Analyzed options for augmenting holiday/weekend support models, and presented to executive management resource impact analysis, cost analysis
• Keyword Routing Re-design Managed project to determine options for updating customer-facing case routing process
• Fiscal Year KPI Metrics Team project to determine/set KPI's at organization and team levels, and define reporting methodology

Manager, Technical Support

• Managed technical support for all US-based Optical Networking support, including 20 engineers covering 16 hours of global support. Managed personnel, handled customer escalations, ensured the team met or exceeded defined goals and theater initiatives, and participated in strategic planning efforts for Optical products.
• Mentored individual engineers on performance and career development
• Analyzed and presented team metrics during monthly Operations Review with Director
• Managed the Technical Services Theater Integration initiative
• Established the first Optical High Touch Engineer
• Collaborated with Development, Marketing, Service Readiness and Business Management teams in global planning efforts

Special Projects:

• Technical Solutions Clinic at Networkers conference Plan technology coverage and resource requirements
• RMA Champion for Richardson Team project to analyze and provide options to improve RMA process
• Rewards Committee for senior support engineers Lead project to define options for recognizing senior engineers
• Chairman of regional Peer Recognition Award committee Lead team to review peer recognition reports and identify quarterly award winners
• NPI Training Metrics Task Team Team project to define metrics pertaining to effectiveness of new product training
• TL9000 ONS data Reviewed, identified errors and approved TL9000 data for Cisco Optical products

Customer Support Engineer / Team Lead

• Solved product issues reported by customers on Contact Center products, including collaboration with product management, development and other business entities.
• Developed and conducted product and tools training for new engineers, both internal and outsourced teams
• Team expert for database-related issues, including mismatched reports, data accuracy and integrity, and product configuration Background in management of MSSQL databases was the key to success in this role
• Maintained the team schedule, backlog reviews, ensuring workload was distributed optimally, and handling technical escalations
• Developed and reviewed technical training documents and customer-facing white papers focused on product usage and optimization tips

Confidential

Time Tracking Support Manager

• Managed group of 10-15 engineers across 2 Time Tracking products, Carpe Diem and TimeSheet Professional.
• Handled customer escalations
• Reported team status and metrics to executive management on a monthly basis
• Conducted annual budget planning for Time Tracking support teams
• Consulted with marketing and legal teams on product documentation
• Collaborated with IT director to develop a MSSQL database for tracking phone records of engineers, which required knowledge of ACD terminology and reporting Used combination of SQL commands, MS Excel and Crystal Reports to develop team performance reports
• Used Turbo Pascal to develop pre/post processing applications to augment text-based import files for Carpe Diem software

Confidential

Network Administrator

• Acted as network administrator for paper-manufacturing company.
• Maintained VAX, Windows NT, Novell and AppleTalk networks, including hardware/software installation, upgrade and troubleshooting
• Built and maintained the company's Windows NT network
• Performed maintenance programming on VAX manufacturing system, using FORTRAN
• Developed and implemented a method to remotely capture inventory and sales data from Dallas-area outlet stores, using PROCOMM scripting and MS Access The project greatly improved data capture efficiency by eliminating the need for an individual to drive to each store to capture the data manually