Service Representative Data Analyst

Jaxon Horacek-Lee

Bay Area, CA 925-***-**** *****.*******.***@*****.*** B.S. Justice Studies - SJSU Qualifications Summary

Strategic and detail-oriented professional with experience in leading global technical deployments, brand development, and product design. Possesses outstanding written and verbal communication skills, with a strong aptitude for articulating concepts in appropriate levels of complexities. Core Skills

Agile Project Management Microsoft Excel Microsoft Word Microsoft Outlook Microsoft OneNote Asana

Apple OS x Apple iOS Sharepoint Smartsheet Confluence Service NOW Jira Figma Professional Experience

Dripto - Technical Program Manager, Branding & Operations Lead (Present)

● Partnered with CTO and COO to create solution architecture. Established brand identity and collaborated with design teams to ensure uniformity. Responsible for all public-facing media.

● Conducted market research alongside co-founders and external firm to evaluate market trends, overlap between streetwear and cryptocurrency enthusiasts, and competitor performance to form business model

● Facilitated project estimations with lead developers to assess resource requirements and timeline for delivery

● Established company-wide standards for culture, workflow processes, org structure as Scrum Master

● Led marketing and branding teams through daily meetings and monthly 1-1 meetings. Recorded and maintained task updates via Asana

● Oversaw, trained and developed junior writers to optimize production and quality of work as Editor-in-Chief. Wrote scripts and storyboarded official commercials

● Formed partnerships with clothing and sneaker consignment shops

● Designed and produced apparel for sale. Managed global shipment warehouse GAP INC. - Technical Project Manager (2020-2022)

● Sr. Analyst and TPM for inter-enterprise collaboration, facilitated executive-level support, spearheaded legacy systems sunsets and evaluated potential options for future environments. Supported the fleet-wide conversion of from iOS to Android on mobile Point of Sale Systems in US and Canada by:

● Collaborated cross-functional communication between supporting engineers and technical leads. Utilized Jira and Confluence to maintain interdepartmental alignment

● Installed potential hardware replacement options by working closely with QA to install hardware in test stores. Captured KPI’s and recorded feedback from store associates

● Prepared communication and deck slides for program overview for Senior Leadership - weekly, monthly; generated agendas, meeting notes, follow up actions GAP INC. - Data Analyst & Lead Project Manager (2019-2020)

● Store communications point of contact for iOS deployment installations and morning-after troubleshooting. Promoted shortly after to project manager and led the Self-Checkout initiative.

● Analyzed support tickets in Service Now to identify and record the most prominent technical issues in stores, provided reports to Senior Leadership summarizing findings and potential solutions

● Led testing and deployment of a new router configuration across the top 120 stores in North America, drastically lowering rates of network blackouts

● Facilitated hardware procurement by meeting with potential vendors

● Collaborated with UX; customer insights; store design; and device management teams to create MVP, maintained updated universal status report throughout production stages

● Spear-headed six POC stores for Self-Checkout, working alongside field technicians and network engineers to install IT equipment and kiosks overnight. Represented the TPM department during follow-up walkthroughs, guiding VP’s and Sr. Directors through processes and decision making Enterprise Holdings INC. - Sr. Customer Service Representative (2017-2019)

● Guided customers through all points of transaction

● Gauged rental needs and offered alternatives to enhance customer satisfaction

● Upsold vehicle classes and protection packages

● Performed administrative and managerial tasks to ensure functional fluidity

● Reviewed and resolved contract disputes

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