Analyst

Leonardo A. Malagon

Ormond Beach, FL ***** 386-***-**** ********.***********@*****.***

CAREER SUMMARY

Experienced professional with over 20 years in diverse customer care environments, adapt at managing complex situations with compassion and efficiency. Skilled driver and warehouse manager with a successful track record of leading major projects in the perishable food industry. Scrum Master proficient in Agile scrum organizational and computer skills, including ITIL, MS Office, Visio, Tableau Windows, and SQL. Seasoned Combat and Trauma Medic with 8 years of valuable experience gained in the U.S. Army. Proven ability to effectively manage, supervise, and counsel teams of federal employees.

AREAS OF EXPERTISE

Inventory management skills, Data Analysis, Project Management, Scrum Master, Product Owner, Telecom Industry Knowledge, Organizational Skills, ITIL, Microsoft Office, Windows, Power BI, SQL, Python Bilingual Proficiency (Spanish), Team Management, Supervision, Communication, Problem-solving, Leadership, Kanban board, Tableau, Jira, Visio, Razor, Teams, Customer & Patient Care, Counseling, Combat & Trauma Medic Expertise

PROFESSIONAL EXPERIENCE

FRONTIER Communications – South Daytona, FL 2016 – 2024

Analyst (Scrum Team Master- CSPO Product Owner)

Support continuous SDLC projects nationwide as a Scrum team member and CSPO Product Owner.

Utilize tools like Jira, SQL, Excel, Power BI and other automation tools in Agile environments to facilitate project management.

Foster cross-functional collaboration among developers, testers, and product owners through strong relationships.

Conduct audits for the DPI Tables Team involving several analysts.

Upload and push projects to multiple test environments and facilitate weekly or monthly Production releases.

Support nationwide operation centers, fix errors in service orders, and modify existing services.

Handle MASS bill messages and SQL queries for BSS Communications to target specific customer groups as requested.

Demonstrate competence in using company systems such as Non-CRM DPI, Sterling CRM, SIMPL, and Viryanet.

Manage batch adjustments along with the Bill Verification team.

Verizon Solutions Inc. – Miami, FL 2015 – 2016

Global Customer Support Service

Supported 12 colocation facilities in North America, South America, and Europe round-the-clock.

Analyzed heating and cooling systems for operation requirements and to maintain optimal temperatures.

Managed company SLAs by utilizing ticketing systems like Remedy and SDP, documenting all communication and progress.

Demonstrated proficiency in SONET technology, TOKEN ring, Multiplexers (MUX), and Demultiplexers (DEMUX).

Ensured prompt resolution of problems by power cycling equipment, reseating cables, and placing jumpers as necessary.

Produced concise reports for management by maintaining accurate records of work operations, events, and logs.

Helped the DCO and NOC technicians install loops, replace servers, and repair T1, T3, and Fiber circuits.

Best Value Foods Inc. – Miami, FL 2011 – 2013

Freezer Supervisor

Oversaw inventory management of perishable items exceeding $1M in value.

Loading and Unloading: Safely load, unload, and deliver goods, ensuring they are secure during transit.

Vehicle Operation: Operate a delivery vehicle, may include cars, vans, or trucks, and sometimes equipment like forklifts.

Route Planning: Use navigation tools to plan routes and arrive at delivery destinations on time.

Timely Delivery: Ensure deliveries are made within the set timeframes, adhering to schedules.

Customer Service: Provide excellent service, including obtaining signatures and handling customer queries or complaints.

Payment Handling: Accept payments for deliveries when required.

Order Review: Thoroughly review orders before delivery to check for any errors or discrepancies.

Processed outgoing orders, processed incoming shipments, and coordinated with drivers on local deliveries.

Oversaw freezer operations to ensure efficient storage and retrieval of goods while maintaining quality standards.

Nursing Unlimited 2000 – Miami, FL. 2007 – 2009

Staff LPN

Administered medications and IV treatments according to Doctor's orders to homebound patients.

Conducted wound care procedures as prescribed by Physicians.

Prepared and completed nursing and progress notes to maintain accurate patient records.

Served as a communication bridge between case managers and patients, ensuring effective coordination of care.

EDUCATION

Nova Southeastern University – Davie, FL Bachelor of Science in Computer Information Systems 2011 – 2015

Relevant Coursework: C++, Java, Networks and Data Communication, CCS5, HTML, Android/Web Development, Assembly Language, SQL, Oracle DBMS.

INTECSU – El Dorado, Panama El Dorado, Panama 2004

CERTIFICATIONS

Scrum Alliance Certified Scrum Master, Certified Scrum Product Owner, Cybersecurity Fundamentals, ITIL V4 Foundations, Six Sigma.

REFERENCES

References will be provided upon request.

Loading and Unloading: Safely load, unload, and deliver goods, ensuring they are secure during transit.

Vehicle Operation: Operate a delivery vehicle, which may include cars, vans, or trucks, and sometimes equipment like forklifts.

Route Planning: Use navigation tools to plan routes and arrive at delivery destinations on time.

Timely Delivery: Ensure deliveries are made within the set timeframes, adhering to schedules.

Customer Service: Provide excellent customer service, including obtaining signatures and handling customer queries or complaints.

Payment Handling: Accept payments for deliveries when required.

Order Review: Thoroughly review orders before delivery to check for any errors or discrepancies.

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