Karissa Herns

979-***-**** adzhum@r.postjobfree.com LinkedIn

Skills

Data cleaning, wrangling, manipulation, visualization

Understanding of statistical analysis concepts

Data visualization with Power BI, Tableau and Excel

Experience with Python, SQL, and R

Understanding of supervised and unsupervised machine learning

Systems analysis with Systrack, Intune, Splunk and more

PROFESSIONAL EXPERIENCE

Technology Support Analyst – Northwestern Mutual Milwaukee, WI

February 2022 – Present

Provided technical support for proprietary software and complex technologies, effectively communicating with non-technical users and translating complex concepts into understandable terms.

Conducted analysis, diagnosis, and resolution of system and network issues, utilizing strong problem-solving skills to identify root causes and implement effective solutions.

Utilized Zendesk, ServiceNow, and Slack to efficiently manage workflow, track service level agreements (SLAs), and ensure timely issue resolution.

Collected and reported issues to support the identification and analysis of trends, utilizing data analysis techniques to uncover patterns and insights for process improvement.

Played a key role in data preprocessing for training AI models, ensuring the quality and relevance of data used for model training.

Provided feedback during the reinforcement of successful outcomes for AI solutions, contributing to the iterative improvement of AI models and algorithms.

Performed user acceptance testing of mobile applications prior to pilot programs, utilizing data analysis skills to identify and address potential issues, ensuring a smooth user experience.

Supported process changes, created documentation for failing processes, identified inefficiencies, and proposed effective solutions.

Contributed to the training of new classes of analysts, implementing innovative shadowing techniques to support struggling new hires and facilitate their skill development.

Supplemental Instruction – Brazosport College Lake Jackson, TX July 2019 – present

Contributed to program success through onboarding and training new employees, analyzing, and identifying areas for improvement, and implementing data-driven strategies for enhanced student engagement and retention of materials.

Developed interactive activities and implemented innovative approaches to increase student engagement and optimize learning outcomes and created ways to quantitate the effectiveness.

Actively contributed to the team knowledge base to increase effectiveness of the team and enable seamless transitions.

Managed student attendance data and generated reports to present to the coordinator and professors for informed decision-making and program improvements.

Demonstrated communication skills by effectively engaging with individuals at various levels of the organizational hierarchy, fostering collaboration and understanding between team members, supervisors, instructors, and division chairs.

Successfully adapted the traditionally in-person program to a virtual environment, to develop means of support resulting in over 100 sessions in the first week combined.

Designed and planned instructional sessions using a wide variety of interactive learning strategies and developed a means to measure their impact. These strategies led to a significant increase of at least 1-point in GPA for students who attended my sessions.

Business Owner/Administrator – Lake Jackson Massage Therapy Lake Jackson, TX February 2005-April 2020

Meticulously and diligently scheduled appointments and maintained detailed records in CRM software.

Exercised a high degree of confidentiality and professionalism in handling customer personally identifiable information (PII) and payment data, ensuring the utmost security and privacy.

Exhibited strong record-keeping abilities while overseeing the management of company accounts, employing strategic approaches to minimize tax liability and maintain financial compliance.

Customer Support – Systems Solutions Lake Jackson, TX

August 2008 – March 2012 & October 2016 – January 2018

Installed and configured new software on host machines, ensuring seamless integration and optimal performance.

Maintained a proactive approach by regularly installing updates and patches, keeping systems secure and up to date.

Leveraged strong problem-solving skills to escalate issues when necessary and diligently tracked tickets to ensure service level agreements (SLAs) were met promptly.

Assisted with database backups and effectively maintained the database using Microsoft Access, ensuring data integrity and accessibility.

Committed to delivering exceptional customer service, conducted follow-ups with clients to ensure complete satisfaction after issue resolution.

Provided end-user training as needed, empowering clients to effectively utilize software and maximize their productivity.

EDUCATION

Bachelor of Science in Data Management/Data Analytics

Western Governor’s University Salt Lake City, UT Projected – September 2023

Activities and Awards: Moderator – WGUCC Social Media outreach officer NICE Challenge Live Walkthroughs. 2022 CCDC Team Member. Omicron Sigma Sigma (The Order of the Sword & Shield) Honor Society

Bachelor of Science in Psychology

University of Houston-Clear Lake Clear Lake, TX December 2020 - Summa Cum Laude

Activities and Awards: Psi Chi Director of Project Management

Associate of Arts in Psychology – Minor in Computer Science

Brazosport College Lake Jackson, TX May 2019 - Cum Laude

Activities and Awards: Applied Technology Club Secretary

CERTIFICATIONS

CompTIA Security+, Network+, A+

ITIL Foundations

Microsoft Azure AZ-900

PRESENTATIONS & ASSOCIATIONS

InfraGard – partnership between Federal Bureau of investigation and members of the private sector for the protection of the private sector for the protection of U.S. infrastructure.

Women in Technology – focus on advancing women in technology, empowering them to excel in STEAM fields.

Presenter – Wellness Bingo: Program for Student Life at Brazosport College December 2021

Panelist– Nontraditional Student Panel for Convocation Breakfast January 2020

Presenter – Impacts of Mindfulness on Student Success September 2020

Contact this candidate