Analyst

JOSHUA CULBERTSON

TUCSON, *****, UNITED STATES 520-***-****

DETAILS

***** * ******* *** ******, Tucson,

*****, ****** ******

520-***-****

*************@*****.***

SKILLS

Business Process Management

Windows

Power Shell

Linux OS/Terminal

Microsoft Office Suite

Computer Literacy

Computer Hardware

External Hardware

Analytical Thinking

Quick and Adaptable Learning

HOBBIES

Gaming. Discord and Server

management. Game modding.

Dungeon Mastering. World creating

and writing. Music and Audio

Engineering.

PROFILE

I am a passionate learner and hard worker who is able to adapt to any situation. I excel in fast-paced environments and enjoy working in groups with others for a common goal. I am creative and have a passion for creating and facilitating new ideas. EMPLOYMENT HISTORY

Real Time Analyst at OptumRX, Tucson

March 2014 — September 2020

-Analyzed and processed intraday contact center data

-Developed and utilized strong analytical skills in data management and discovery

-Used fact based decision making daily to ensure business success

-Created and developed standard operating procedures for my department

-Created and managed reporting structure

I was hired when the department was being built and implemented processes using technical skills set that were taught at the job. We worked with XML scripting and Secure Shell to build tools that helped us in our job.

Project Coach at AFNI Inc, Tuscon

June 2012 — March 2014

- Developed leadership skills to lead a team to success

- Developed and utilized training tools to create an environment where everyone was an expert

- Effectively manage time allocation and organization skills

- Created and thrived in a team environment ensuring my peer's success as well as my own After previously being an analyst within Afni, I tried my hand at leadership. I enjoyed working with my team daily and build them up to become successful and happy at work, Call centers are not the best places to work at, but I made sure that every day I was there with my team, counted. It taught me to take pride in my work, no matter the job, I hope I was able to instill that in others as well.

Resource Analyst at AFNI inc, Tuscon

May 2011 — June 2012

-Built reporting and provided services including call flow prediction, Erlang models, and workload efficiency.

- IT support role in troubleshooting and error correction of computer and program issues.

- Worked to reduce operational risk to Afni through improved call center site planning and execution.

Because of the small nature of AFNI's operation, being in the Resource Analyst department required me to wear many hats. Not only did I manage schedules and call flow, but we worked in a limited IT fashion troubleshooting the call center programs and GUI errors. I learned a lot about windows and troubleshooting flow and logic.

EDUCATION

Diploma, Cienega High School, Vail

August 2002 — May 2006

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