Business Intelligence Analyst

ELLIOT ROSARIO

*************@*****.*** 609-***-**** Hammonton, NJ 08037

Summary

Business Intelligence Analyst offering experience delivering cost-effective, high-performance technology solutions to meet shifting organizational demands. Astute technology-business professional translates operational needs into technical solutions. Mastery of analytics and reporting tools to provide insights in product design, flows and user experiences using data-driven philosophy. Versed in data mapping and user acceptance testing to solve complex problems in high-pressure environments. Strong analytical skills to investigate trends in large amounts of data and formulate conclusions based on findings. Excels at cultivating, managing and leveraging client relationships to foster extended engagements and business opportunities. Skills

• Stakeholder rapport

• Effective customer communication

• Proficient in Microsoft products suite

• Highly skilled in EWFM/CMS/Cisco products

• Documentation skills

• Safety practices

• Increasing efficiency and productivity

• Critical thinking

• Data mining

• Data mapping

• Business management

• Gap analysis

• InstallShield software

Experience

Comcast Communications Voorhees, NJ

Forecasting Analyst 2

2013 - Current

• Coordinated with offshore vendor partner teams to maintain supply chain workflows and ensure deliverable schedules.

• Resolved problems and managed multiple tasks using strong planning and process management abilities.

• Advised key leaders by providing Directors and Managers information to educate them with high level decision making.

• Identified inefficiencies within current processes and implemented strategies resulting in improved performance.

• Collaborated and communicated with various team members, business partners and vendors.

• Compiled and analyzed data and presented updates on current staffing shortages/overages.

• Identified staffing shortages in business history and based minimum and maximum levels of support on those needs.

• Reviewed and assessed call data in real-time to discover and immediately address errors and anomalies before issues occurred throughout.

• Played critical role in operational success of procurement, sourcing and vendor management, focusing on analyzing and troubleshooting issues and delivering speedy resolutions.

Comcast Communications Voorhees, NJ

APG Call Coordinator

07/2008 - 01/2014

• Evaluated customer account information to assess current issues and determine potential solutions.

• Educated clients on how to navigate home equipment and work within established frameworks to obtain desired services.

• Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.

• Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.

• Documented customer inquiries and feedback, including service delivery suggestions in company database.

• Accurately documented calls and caller information in Comtract/Grandslam software and made updates to data as needed.

• Explained key information regarding products and services to customers to encourage informed decision-making.

• Maintained 94% satisfaction rating with customers by providing exceptional service and support.

• Handled escalated customer service concerns from Supervisors and Managers to preserve revenue streams from key customers.

• Managed customer expectations by clarifying needs, identifying options and recommending products and services for them to choose. Avalon internet Avalon, NJ

Network Technician/Assistant Manager

04/2004 - 10/2005

• Analyzed network issues, developing fixes and troubleshooting problems to maintain organizational effectiveness.

• Oversaw network administration, system access and vulnerability assessment to protect secured data.

• Installed and managed connected hardware and application components to assure nonstop environment operations.

• Established and maintained network systems using networking principles.

• Troubleshot problems related to Dial-up network infrastructure and performance.

• Updated and reconfigured existing and new computers with current software and operating systems.

• Troubleshot and resolved issues with peripheral devices such as printers and copiers for end users.

• Offered repair services for walk-in end-users/customers. Mainly the type of work which would come in during this era of time.

Education and Training

Cumberland County College Vineland, NJ

Associate of Science in Computer And Information Sciences 05/2003

Stockton University Absecon, NJ

Associate of Applied Science in Computer And Information Sciences 05/2006

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