Customer Service Data Analyst
Resume:
Gregory Bultron
Email: *********@*****.***
LinkedIn: https://www.linkedin.com/in/gregory-bultron/ Education
MBA: Business Intelligence and Business Analysis
May 2020
BBA: Management Information Systems
May 2017
AAS: Computer Systems Technology
May 2012
Experience
Data Analyst II
Southcentral Foundation February 2022- Present
Utilizing data analytics tools to create reports that impact healthcare of at least 1,000 clients
Building stored procedures that create and update reports
Assisting in the development of analyses that go beyond the descriptive level
Collaborating with multiple teams to create new data sources and understand existing data structures
Recommending new data analytics tools and research materials
Utilizing visualization tools that translate raw data into a consumable item
Meeting with customers to establish specifications for reports
Leveraging knowledge of existing data structures and related coding schemes to achieve user expectations
Providing technical support and user training to ensure that customers have the knowledge and to successfully navigate and use reports
Developing report methodologies that assist customers in the use of reporting tools
Assisting and mentoring fellow analysts in the use and creation of tools that create an enjoyable experience for our customers
Utilizing procedures to ensure that sensitive patient information is kept confidential by ensuring that data classifications and principle of least privilege is followed Supervisor of Helpdesk
Southcentral Foundation June 2019 – February 2022
Ensuring compliance with established customer service standards and SLAs
Ensuring effective and prompt communication with customers
Coordinating the duties of over a dozen direct reports
Maintaining adequate staffing
Maintaining timecards and conducting annual review of over a dozen direct reports to ensure exceptional customer service and prompt resolutions
Creating and implementing on the job training and mentoring process
Encouraging an environment of motivation, growth, and learning IT Technician II, III
Southcentral Foundation August 2012 – June 2019
Level III – May 2019 – June 2019
Demonstrating advanced knowledge of PC hardware and software troubleshooting
Managing the most difficult service requests and medium to large projects independently
Utilizing advanced time management skills to prioritize multiple tasks and projects
Leading projects
Level II – Aug 2012 – May 2019
Providing exceptional customer service and prompt resolutions
Quickly learning and adapting to employee needs regarding reported issues
Providing technical documentation for new technology and troubleshooting existing equipment
Using effective communication to translate highly technical information
Managing moderately difficult service requests and small projects
Reviewing customer specification and recommending user hardware and software solutions
Leveraging relationships to work with cross functional teams to ensure prompt resolution of reported customer issues
Collaborating with and mentoring fellow team members to achieve a common goal Technology Summary
SQL
SAS
Tableau
PowerBI
R
Oracle Toad
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