Data Analyst Manager

Business Process Architect

IT Professional with a passion for helping businesses grow. Experienced leader who utilizes hands on technical expertise, a firm understanding of business process, and creative problem solving to transform businesses and drive results.

Summary of Qualifications

Lead business integration through merger and acquisition.

Provided process consulting to large S&P 500 companies.

Able to drive profit and growth in Managed Service Providers.

Responsible for managing multiple projects and portfolios.

Experienced in aligning business processes with dynamic company objectives.

Proven ability to develop staff, improve retention, and build corporate culture.

Positive, team focused approach to management.

Managed Software Deployment Teams, Network Operations Centers, and Contact Centers.

Technically fluent in multiple programing languages, query languages, API structures, networking concepts, Windows and Linux server management.

Supported Systems and Applications

Management Concepts

oDale Carnegie Leadership Practices

oProcess Management

oProject Management

oSLA Development

oVendor Management

oBudget and Profitability Management

oERP and CRM Deployment

Technical Concepts

oLAN/WAN Networking and TELCO

oMedical Imaging Technologies (PACs)

oACD and VoIP Technologies

oData System Management (SQL)

oAPI Development

oApplication Management

Process Automation

Managed Applications

Autotask, ConnectWise, Remedy, ServiceNow, MSDynamics, Jira, SalesForce, ConnectWise, OTRS, SolarWinds Orion, Autotask AEM, Mereki, Nagios, Peachtree, Quickbooks, PayChex, QuoteWorks, BroadWorks Call Center, Witness, Aspect eWorkforce, Avaya CMS

Education & Certifications

Bachelor of Science, Data Management/Data Analytics Western Governs University- Expected Completion May 2021

Certifications

oCIW Data Analyst - CIW ID: 909812

oITIL foundations - Registration # JY32454781 - Certification # 00143126

oCompTIA- Project+ - Verification Code: ES9PN6TM0PQ4Q8GJ

oCompTIA-Net+ - Expires Feb 2023- Verification Code: LNSEL8Q48456FLKH

oCompTIA- A+ - Expires Dec 2022- Verification Code: 8529FJ547YPPFD5H

oSolarWinds Certified Professional (SCP) - Valid until October 2019 - ID: SCP3769

oDale Carnegie Leadership Training Certified

oDale Carnegie Customer Service Excellence Training Certified

oPMP - Expected 2021 (7500 Hour requirement and PDU requirements have PMP are completed)

Professional Affiliations

Business Architecture Guild, Project Management Institute, CompTIA Communities (Advancing Tech Talent and Diversity and Managed Services), Association of Enterprise Architects

References and/or professional letters of recommendation available upon request.

Professional Experience

VasoTechnology NetWolves Managed Services

Business Process Architect - Director of Information Services

June 2016 – Present

Authority for process development for all functional areas during corporate consolidation of two Managed Service Providers. Guided business development with data driven analytics. Managed the delivery and use of all business applications, including new user training, system architecture/design, change management, and issue resolution. Managed Business Automation Program overseeing all associated projects.

oWorked with stakeholders from all corporate divisions of the organization while managing the deployment of an end to end business solution, which included Autotask PSA and several supporting applications.

oDeployed and managed CRM and ERP Solutions

oConverted all legacy data systems, including MS Access, to MS SQL or PostgreSQL.

oCreated data schema and naming standardization while developing an industry leading data correlation environment in the network device and medical device monitoring space.

NC2 (Network Command and Control) Manager

August 2013 - June 2016

Responsible for the daily operations and strategic planning for the NOC of a network focused MSP, supporting more than 100K internet connections. Provided training to NOC supervisors and network technicians, coordinated with other department leads, and handled customer escalations.

oDeveloped and implemented KPI structure and coaching process.

oImplemented ITIL focused ticketing system.

oEstablished internship programs with local universities.

oIncreased average technician tenure from 9 months to 3+ years.

oImproved support center efficiency by 40% while improving customer satisfaction levels.

Computer Generated Solutions (CGS) /AOL Contract February 2011 - May 2013

Team Lead

oManaged team of 25 technical support agents and shift leads.

oCollaborate with senior management on key contact renewals and new contract negotiations.

oRepresented CGS Tampa site at annual Client Summit.

oSelected to work on site at AOL Corporate Headquarters for an internal project.

Verizon IT Support Desk / Siwel Consulting September 2007 - September 2008

ITSD Support Consultant

oProvided technical support to all levels of Verizon Corporate Group and other companies using Verizon Help Desk services.

oSelected by senior management to participate in the pilot of new support contracts.

oQuickly shifted from general support work to high value commercial contracts.

AOL Technical Support / Stream Inc. March 2007 - September 2007

Technical Support Agent / Team POC

oQuickly promoted to a lead technician (Point of Contact) for my team.

oCoached and trained support agents, including ongoing performance feedback.

oRanked in top 5% of employees based on performance for the duration of employment.

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