IT Professional with * years of customer service experience relaying technical terms to non-technical users. Recent graduate of Virginia Commonwealth University. Looking to transition into a more analytical role to better utilize my SQL and Python Skills Using online resources to further develop skills for a junior data analyst position.

SKILLS

Python

SQL

Power BI

C#

Statistics

Problem-solving

Leadership

C++

WORK AND RELATED EXPERIENCE

VCU Health Systems Richmond, VA March 2019 – Present

Service Desk Analyst

Learned through data in Service Now to find which tickets were most prominent to show up and helped management develop tickets templates for the most common ticket request. Then creating the Service Now templates producing faster ticket productions to tier 2 and tier 3 incidents, change orders, and requests. Cutting down 30% of work for team members.

Helped to develop a new intranet for VCU Health with input on end-user feedback making sure the new site was user friendly and used regularly tools were easily accessible to end-users.

Developed personal scripts to provide first-class customer service experience for end-users.

Helped with the introduction of new technologies to team members (Cerner, Epic, Kronos, and IDX)

Trained new team members on how to handle alerts, write ServiceNow tickets, and various other work-related issues.

Provided first-level support in-person, over the phone, and via email.

Fruit Fixed Richmond, VA August 2017 – March 2019

Lead Technician

Developed training techniques for technicians to help with repairs on cellphones, tablets, laptops, and desktops, creating a shorter wait time for customers on all devices.

Assisted in collecting sales and inventory management for all store locations

I-Rite Richmond, VA August 2014 – August 2017

Manager

Constructed inventory data sheet in Excel for computer, cellphone, and gaming consoles parts. Helped owner manage inventory of parts in stock and out of stock ordering, avoiding extra stock that was unneeded saving, about 10% of part spending a month.

EDUCATION

Virginia Commonwealth University

Major: Business Information Systems

Bachelor of Science Graduated: December 2018

Richmond, Virginia

Relevant Course Work – Business Intelligence and Data mining, Database Systems, System Analysis and Design, Programming, Advanced Programming, and Business Statistics I & II

J. Sargeant Reynolds Community College

Major: Business Administration

Associate of Science Graduated: May 2015

Richmond, Virginia