Data Analyst
Resume:
Angela Houston
Data Analyst Software Developer IT Operations Specialist
Sumter, SC 29150
*****************@*****.***
Professional Summary
Solutions-oriented, highly motivated technology professional with ability to leverage extensive training and experience to succeed in a Data Analyst role.
• 10+ years of experience in a variety of technological roles, with wide-ranging education in Computer and Information Science field.
• 2+ years' data mining, analysis, and reporting experience, in addition to a developed background in IT and database systems technology.
• Proven aptitude for self-motivated, remote tasks, with strong organization skills and attention to detail.
• Demonstrated history of database/data warehouse creation, big data predictive/cognitive conceptual model use, and smart data web applications.
• Passionate about learning new processes, procedures, and technologies. Core Technologies Environments: Windows, UNIX, IBM Cloud, IBM Watson Explorer, SAS Enterprise Miner Cloud Tools & Microsoft Office Suite, Microsoft Project, IBM Bluemix Cloud Advanced Analytics Languages:
(Watson Conversation, Apache Hadoop/Spark, R Studio, Python Notebook, SQL), R Studio Data Mining, R Studio Text Mining, Python Text Mining, SAS Enterprise Miner, Tableau/Smart Dashboards, IBM SPSS Statistics 25, Siebel Remedy Ticketing System, Heat Ticketing System, Notes, Google Communication Suite, Java SE/EE, XML, PHP, C
Authorized to work in the US for any employer
Work Experience
Premium Insurance Quoting Agency
First Connect Insurance Services-Remote
June 2024 to Present
In remote role, independent insurance agency owner. First Connect connects independent agents to
“best-in-class” insurtech providers.
AI Training for Marketing Expert Freelancer
Outlier AI-Remote
February 2024 to Present
In remote role, train AI models by crafting and answering questions related to marketing field, evaluate and rank responses generated by AI systems, and use my domain expertise to assess the factuality. and relevance of text produced by AI models. Professional working, writing or research experience in various marketing specialties including marketing research and analytics, consumer behavior, market segmentation and targeting, brand management, integrated marketing communications, digital marketing, marketing strategy and planning, relationship marketing, etc. Excellent attention to detail and ability to maintain consistency in writing and spot errors or inconsistencies. Excellent written and verbal communication skills in English. Familiarity with AI and machine learning concept. Medicare Telesales Agent
Bloom Insurance Company-Remote
September 2024 to December 2024
In remote role, consistently made outbound calls to promote Medicare Advantage plans, cross-sell additional products to existing customers, provided excellent customer service and support, and maintained accurate records of customer interactions and sales activities. Brought proven experience in telesales, strong communication and interpersonal skills, the ability to work independently and as part of a team, proficiency in using CRM software and other sales tools, and knowledge of Medicare plans and regulations. Skills included sales and negotiation, customer service, communication (verbal and written), time management, and technology proficiency with CRM software. Progressive Blended Agent (Remote)
TTEC-Remote
August 2023 to June 2024
In remote, work-from-home role, received inbound calls from potential customers to understand their unique insurance needs without cold calling. In a fast-paced environment, educated customers about our products and services, ensuring the best coverage through benefits selling and multitasking, customer service experience, and navigate through multiple computer systems. Maintained active Personal Lines license and received computer equipment and in-depth training. Computer Skills were required for this position as agents have to maneuver through multiple programs at once. Progressive Service CSR II Agent
TTEC-Remote
March 2023 to August 2023
In remote, work-from-home role, engaged with consumers who had general inquiries regarding their vehicle insurance policies, and renewal general inquires. Computer Skills were required for this position as agents have to maneuver through multiple programs at once. Progressive Outbound CSR I Agent
TTEC-Remote
August 2022 to March 2023
In remote, work-from-home role, engaged with consumers who had general inquiries and payment reminders. Contacted (outbound called) our customer to notify of specific policy status, payment amount due, responded to customer inquiries and answered basic inquiries on customers' policies offering excellent service. Call handling included answering questions from customers regarding coverage, rates, billing, and general policy reviews. Computer Skills were required for this position as agents have to maneuver through multiple programs at once.
DRTV NexRep Agent
NexRep, LLC-Remote
August 2022 to October 2022
In remote, work-from-home role, supported the sales and promotions of products and services As-Seen- On-TV.
Software Developer 1 - DBA (Remote)
HeartCentrix Solutions - Taylor Morrison-Remote
May 2022 to June 2022
In remote, work-from-home role, worked on SSIS ETL data project assignments for the Taylor Morrison 100% REMOTE client.
Data Quality Analyst (Remote)
FlashSpread-California
September 2020 to May 2022
In remote, work-from-home role, provided data assurance support for the FlashSpread cloud-based fintech software solution. Reviewed data for deficiencies or errors, correct any incompatibilities if possible and checked output. Inserted customer data by inputting text based and numerical information from source documents within time limits. Compiled, verified accuracy and sorted information according to priorities to prepare source data for computer entry. Researched and obtained further information for incomplete documents. Applied data program techniques and procedures. Generated reports, stored completed work in designated locations, and performed backup operations. Scanned documents and printed files, when needed. Kept information confidential. Responded to queries for information and accessed relevant files. Complied with data integrity and security policies. Ensured proper use of office equipment and addressed any malfunctions.
Client Operations Representative
Teleperformance USA-Columbia, SC
2020 to September 2020
In remote, work-from-home role, fielded inbound calls for BOA CARES Act PPP Loan Agents Program, assisting customers in PPP Loan issues. Also, onsite LM Claims PM call center representative assisting customers with new and existing claims issues.
Company Quote: We are the worldwide leader in outsourced omnichannel customer experience management. Teleperformance connects the biggest and most respected brands on the planet with their customers by providing customer care, technical support, customer acquisition, digital solutions, analytics, back-office and other specialized services to ensure consistently positive customer interactions. When your customers contact you or vice versa, we are there to support them and make sure they have a unique experience with your brand in all channels. Remote Adjunct Professor - Computer Science/Software Development University of Maryland University College-Adelphi, MD 2016 to 2018
Taught an Introduction to C Programming Language online course upon contract assignment in the Under Graduate School CMSC/SDEV Department. Leveraged strong communication skills to translate complicated processes into clear, concise language and demonstrate them to students via online classroom tools. Assessed and mentored students throughout term, reinforced courses’ stated outcomes via feedback and detailed grading practices. Around the clock schedule. Earned self-actualized 2017 Global Faculty Appreciation Award and Professional Achievement Award. Remote Adjunct Tutor
University of Maryland University College-Adelphi, MD 2013 to 2016
Software Language - Computer and Information Science & CMSC, 2013 - 2016 Tutored in computer language course work, utilizing the WebEx remote communication and the UMUC Google suite.
• Earned promotion to Remote Adjunct Professor in recognition of talent and work ethic. Seasonal Customer Service Associate
TeleTech@Home-Englewood, CO
2012 to 2013
In remote, work-from-home role, fielded inbound calls for Best Buy connectivity project, assisting customers in troubleshooting and other technological issues. Contract Tier 1 Helpdesk Technician
Optimus Corporation (NetStar-1)-Washington, DC
April 2008 to May 2008
Supported a wide variety of customers via ACD VOIP service, resetting Webmail passwords and troubleshooting. Utilized Heat ticketing service to submit escalated requests. Completed Sametime Lotus Notes training course to improve knowledge and better support email requests. Contract Tier 2 Helpdesk Technician
Advanced Technology Systems, Inc.-Washington, DC
July 2007 to October 2007
Provided comprehensive in-person/phone support for users of Microsoft Office Suite, Windows XP, Lotus Notes, and Novell GroupWise, leveraging excellent communication skills, ConsoleOne remote control support, and PC/laptop deskside support. Created new accounts, resent passwords, and submitted user requests through Heat ticketing system. Manned the Help Desk for the Manager as needed and learned to complete GroupWise account requests.
Contract Tier 2 Helpdesk Technician
Energy Enterprise Solutions, LLC
April 2007 to May 2007
Provided comprehensive in-person/phone support for users of Microsoft Office Suite, Windows XP, and Lotus Notes leveraging excellent communication skills and and PC/laptop deskside support. Created new accounts, resent passwords, and submitted user requests through Notes ticketing system. Contract Tier 1 Helpdesk Technician
Applied Computing Technologies, Inc-Washington, DC January 2007 to March 2007
Provided comprehensive in-person/phone support for users of Microsoft Office Suite, Windows XP, and Lotus Notes leveraging excellent communication skills and and PC/laptop deskside support. Created new accounts, resent passwords, and submitted user requests through Notes ticketing system. Director of Information Technology Administrative Assistant Express Personnel Services now Express Employment Professionals-Silver Spring, MD October 2006 to December 2006
Assisted Director of Information Technology with office management tasks such as: Submitted managers and employees expense reports, assisted with information gathering for monthly reports, swapped-out server back-up tape, retrieved office mail, sorted monthly invoice reports including supporting documentation. Provided job details to permanent hire. On-Call Sales Associate
Macy's Montgomery Mall-Bethesda, MD
August 2005 to October 2006
On-Call Sales Associate responsible for register sales, visual display, and restocking items. Data Security Administrative Assistant
Sapphire Technologies-Linthicum, MD
August 2005 to June 2006
Added and Updated Unix mainframe database records for new and existing network account requests, created Quick Tickets for documentation and tracking purposes, retrieved faxes from the Data Security's Microsoft Outlook mailbox, and filed data files as needed. Commissioned Sales Associate
Hecht's Montgomery Mall, Ladies Shoes-Bethesda, MD January 2005 to August 2005
Responsible for register sales, visual display, regular point of sale, (POS), updates, corrective labeling, and restocking of ladies' shoes.
Sales Associate
Belk's Department Store-Sumter, SC
November 2004 to December 2004
Temporary Assignment was for store credit promotion. Seasonal Sales responsibilities were for register sales, visual display, regular point of sale, (POS), updates, corrective labeling, and restocking of foot apparel.
Tier 1, Desktop Support Analyst
Marriott Systems Support Center-Rockville, MD
February 2000 to January 2004
Supported over 10,000 PC and laptop End Users via ACD telephone, Director of Information Technology Administrative Assistant Call Sales Associate Data Security Administrative Assistant Commissioned Sales Associate Sales Associate
Tier 1, Desktop Support Analyst pcAnywhere remote control, Tivoli remote control, and XP remote control support. Locations
Supported: Full Service, Select Services and Extended Stay, Event Booking Centers and Home Office. Submitted User requests via Siebel ticketing system. Operating Systems Supported: Windows XP, Windows 98, Windows 95. Network Supported: Timely, expedited/reported network lags, outages and viruses to LAN Services, Operations and Customer Support, Distributed Systems and Network Management and System Administration; Troubleshot Ethernet connections and Windows Network Configurations; Troubleshot dial-up and virtual private network (VPN) connections; Gathered/Verified security data for network account registrations/updates; Cleared LAN Printer Queues (NT, XP and AS6000 (Unix)); Unlocked, Changed, Reset Network Passwords. Software Supported: Proprietary Software, Marriott Web Applications, MS Outlook 2000 (Email), Internet Explorer McAfee Virus Scanner, Microsoft Office 2000 Professional Suite (Word, Excel, PowerPoint, Access).
User Support Specialist
Onsite Technologies-Washington, DC
August 1999 to December 1999
Supported over 500 PC and laptop End Users via ACD telephone, desk side, and pcAnywhere remote conrol support. Novell Netware environment. Submitted User Requests via Magic ticketing system. Help Desk Specialist
Vanstar now Inacom-Columbia, MD
December 1997 to July 1999
Supported over 500 PC and laptop End Users via telephone and pcAnywhere remote control support. Windows NT and 95 environments. Submitted User Requests via Remedy ticketing system. PC Technician
UMUC Administrative Offices-Adelphi, MD
May 1997 to December 1997
Supported over 500 PC and laptop End Users via telephone and desk side support. Novell Netware, Windows 3.1 to 95 environment.
Secretary I to IV (Senior to Executive Secretary)
Geico Insurance Company-Bethesda, MD
January 1992 to December 1996
(Also, I worked as a Secretary I for the Claims Department Manager, which required transcription from dictation and filing documents.) Responsibilities: Diversified Secretary IV administrative duties for the Field Sales Representatives Department and the department's Vice President under minimum supervision; Prepared correspondence using Microsoft Office, WordPerfect 5.1 and Harvard Graphics. Prepared check requisitions for Senior and Junior Management; Occasionally, prepared time entry sheets; Assisted in preparing weekly, monthly quarterly reports; Performed all word- processing and desktop publishing of the yearly business plan; Consistently, routed mail via Airborne Express to 10 Zone Managers throughout the US; Retained and logged Saturday Sales policies sent in by approximately 98 field representatives; Retrieved and sent Vice President's User Support Specialist Help Desk Specialist PC Technician Secretary I to IV (Senior to Executive Secretary) email; Screened incoming calls, opened and prioritized incoming mail. Education
Master of Science in Data Analytics
UMUC Graduate School of Data Analytics - Adelphi, MD August 2016 to May 2019
Master of Science in Information Technology
UMUC Graduate School of Management and Technology - Adelphi, MD August 2012 to May 2016
Bachelor of Science in Computer and Information Science UMUC Undergraduate School - Adelphi, MD
August 1994 to August 2012
Business Diploma in Fashion Merchandising
Ashworth College Formerly PCDI - Correspondence Course February 2004 to April 2004
Skills
• Analytics
• Pivot tables
• Stakeholder management
• Power BI
• SQL
• Visio (3 years)
• Microsoft Publisher
• Data Warehouse (2 years)
• Management reporting (3 years)
• GitHub
• VMWare (1 year)
• Computer networking (10+ years)
• Marketing automation
• Document management
• SPSS (1 year)
• Management
• Customer relationship management
• Service-oriented architecture (4 years)
• Active Directory (1 year)
• Inside sales
• R
• VoiceOver (7 years)
• Technical support (10+ years)
• UNIX
• Accounting
• Marketing, Advertising, and Public relations (5 years)
• Journalism
• Databases (10+ years)
• DB2
• Azure
• Purchasing
• Forecasting
• Python (2 years)
• Predictive analytics (2 years)
• Data lake
• Data Mining (4 years)
• PL/SQL (2 years)
• Time management
• Science & Research (2 years)
• IT support (10+ years)
• Data collection (4 years)
• Word processing (10+ years)
• Customer Service (10+ years)
• Software deployment
• Integration (2 years)
• English
• IT (10+ years)
• Microsoft Publisher
• SSRS
• Analysis skills
• Data visualization (4 years)
• Oracle (2 years)
• Presentation skills (10+ years)
• Machine learning (2 years)
• Scripting
• Direct marketing (5 years)
• Network administration
• Project management software
• Live chat (3 years)
• HTML5
• Negotiation
• Research & development
• T-SQL
• Requirements analysis
• OOP (2 years)
• Database administration (2 years)
• Data analytics (3 years)
• Project management (2 years)
• Social media management
• ETL (3 years)
• Leadership (5 years)
• Java (2 years)
• Time management (10+ years)
• Microsoft Outlook (5 years)
• Deep learning
• Microsoft Excel
• Computer literacy (10+ years)
• Administrative Assistant (4 years)
• Telemarketing
• SAS (2 years)
• Data warehouse
• Apache
• Technical writing (10+ years)
• Web services (2 years)
• R
• Technical support (10+ years)
• Microsoft Access
• Quality assurance
• Data analysis skills
• Financial services
• Regression analysis
• SharePoint
• Financial analysis
• Document review (10+ years)
• Business intelligence (3 years)
• AI
• Shell Scripting (Less than 1 year)
• Technical sales
• Business Requirements (4 years)
• Enterprise software
• Data modeling (3 years)
• Google Docs
• Microsoft SQL Server
• Microsoft Excel (10+ years)
• slack bot app (2 years)
• Data structures
• Git
• Salesforce
• Data Analysis Skills (3 years)
• Help Desk (10+ years)
• Project management
• Media, Arts & Design (7 years)
• Relational databases (5 years)
• VPN
• Technology sales
• Finance and Accounting (1 year)
• Business intelligence
• Customer support (10+ years)
• Accounting software
• Advertising (5 years)
• Content creation (5 years)
• Business Analysis (3 years)
• Presentation skills
• Retail sales (5 years)
• B2B (2 years)
• Application Development (2 years)
• Conflict management
• Natural language processing
• E-commerce (5 years)
• Database development (5 years)
• Deep learning
• System architecture (2 years)
• Computer science
• SDLC
• Filing
• Administrative & Business Operations
• IT
• Database design
• Call Center (10+ years)
• Quality assurance (3 years)
• Statistical analysis
• DevOps
• NoSQL
• Power BI
• Methodologies: Waterfall Project Model, Agile Project Model, Quantitative Statistical Analysis Model,
Qualitative Research Analysis Model, Cognitive & Conceptual Models
• SQL (2 years)
• SSIS
• Qualitative analysis (2 years)
• Research
• Information management
• Database management (2 years)
• MySQL (2 years)
• Requirements Gathering (5 years)
• Report writing (5 years)
• Machine learning
• Data Entry (5 years)
• Medical collection
• SQL Server Management Studio (1 year)
• Software troubleshooting (10+ years)
• Fashion styling (2 years)
• Qualitative research interviewing
• Microsoft Office
• Microsoft Word (10+ years)
• Quality control (3 years)
• Tableau (3 years)
• Financial analysis (1 year)
• Software development
• Telecommunication
• Microsoft Exchange
• IT project management (5 years)
• Marketing (5 years)
• B2B sales (2 years)
• SaaS (5 years)
• Typing (10+ years)
• CPT coding (Less than 1 year)
• Data Quality Analyst (2 years)
• Information security
• Communication skills
• Hadoop (Less than 1 year)
• IBM Cloud (2 years)
• XML (Less than 1 year)
Languages
• English - Fluent
Links
http://linkedin.com/in/angelarenahouston
Awards
Marriott System Support Center, MSSC, HDI Team Excellence Award (2003) Marriot Systems Support Center, MSSC, won the HDI, Help Desk Institute's 2003 Team Excellence Award, which is One 1 of several Excellence Awards won by MSSC. UMUC Global Faculty Appreciation Award / Professional Achievement Award
(2017)
January 2017
University of Maryland University College, UMUC, 2017 Self Actualization Award for Global Faculty Appreciation / Professional Achievement for my Remote Adjunct Professor and Remote Adjunct Software Assistant Tutor employment roles.
Certifications and Licenses
CompTIA Network+
February 2001 to Present
CompTIA Network+ earners who certified prior to January 1, 2011 have a Network+ considered good- for-life (GFL). It does not expire and does not have CE requirements. Earners of the CompTIA Network+ certification have the skills needed to troubleshoot, configure, and manage enterprise networks. https://www.credly.com/badges/62c624cb-9add-4f73-a650-4d9ccb01cb55/public_url CompTIA IT Operations Specialist – CIOS Stackable Certification February 2001 to Present
Earners of the CompTIA IT Operations Specialist (CIOS) certification have the ability to manage the flow of a workplace and optimize day-to-day activities. These IT operations specialists have demonstrated the ability to analyze business operations and identify customer needs. https://www.credly.com/badges/bf2b6256-ce29-4094-b425-b64e8257ad4b/public_url CompTIA A+
December 2000 to Present
CompTIA A+ earners who certified between January 1993 and December 31, 2010, have an A+ considered good-for-life (GFL). It does not expire and does not have CE requirements. Earners of the CompTIA A+ certification have validated skills in hardware repair and configuration, PC and peripheral troubleshooting, Windows operating system administration, and user support. https://www.credly.com/ badges/a2841d4f-669f-4123-8f6e-baac6df61f6b/public_url Official HonorSociety.Org (2018)
UMUC Foundations in Business Analytics Graduate Certification (2018) Big Data University Certificate of Achievement / Watson Analytics Fundamentals (WA001EN)
HDI (Help Desk Institute) Help Desk Analyst (2007) Insurance Producer License
August 2023 to July 2026
Driver's License
Assessments
Verbal communication — Proficient
October 2022
Speaking clearly, correctly, and concisely
Full results: Proficient
Data entry: Attention to detail — Proficient
February 2022
Maintaining data integrity by detecting errors
Full results: Proficient
Management & leadership skills: Planning & execution — Proficient October 2022
Planning and managing resources to accomplish organizational goals Full results: Proficient
Analyzing data — Proficient
October 2020
Interpreting and producing graphs, identifying trends, and drawing justifiable conclusions from data Full results: Proficient
Retail customer service — Proficient
June 2023
Responding to customer situations in a retail setting Full results: Proficient
Customer focus & orientation — Proficient
October 2021
Responding to customer situations with sensitivity Full results: Proficient
Basic computer skills — Proficient
August 2024
Performing basic computer operations and troubleshooting common problems Full results: Proficient
Analyzing data — Proficient
March 2022
Interpreting and producing graphs, identifying trends, and drawing justifiable conclusions from data Full results: Proficient
Attention to detail — Proficient
April 2022
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Proficient
Technical support: Customer situations — Proficient July 2023
Responding to technical support situations with sensitivity Full results: Proficient
Technical support — Proficient
July 2023
Performing software, hardware, and network operations Full results: Proficient
Working with MS Word documents — Proficient
September 2024
Knowledge of various Microsoft Word features, functions, and techniques Full results: Proficient
Social media — Proficient
March 2022
Knowledge of popular social media platforms, features, and functions Full results: Proficient
Spreadsheets with Microsoft Excel — Proficient
March 2021
Knowledge of various Microsoft Excel features, functions, and formulas Full results: Proficient
Sales skills — Proficient
September 2022
Influencing and negotiating with customers
Full results: Proficient
Written communication — Proficient
May 2023
Best practices for writing, including grammar, style, clarity, and brevity Full results: Proficient
Analyzing data — Proficient
September 2022
Interpreting and producing graphs, identifying trends, and drawing justifiable conclusions from data Full results: Proficient
Outside sales — Proficient
August 2024
Understanding and responding appropriately in sales scenarios, and performing common sales calculations
Full results: Proficient
Call center customer service — Proficient
October 2022
Demonstrating customer service skills in a call center setting Full results: Proficient
Bookkeeping — Proficient
August 2022
Calculating and determining the accuracy of financial data Full results: Proficient
Software developer fit — Proficient
December 2023
Measures the traits that are important for successful software developers Full results: Proficient
Analyzing data — Proficient
July 2023
Interpreting and producing graphs, identifying trends, and drawing justifiable conclusions from data Full results: Proficient
Work motivation — Proficient
February 2021
Level of motivation and discipline applied toward work Full results: Proficient
Recruiting — Proficient
March 2023
Managing the candidate sourcing and selection process Full results: Proficient
Customer service — Proficient
October 2021
Identifying and resolving common customer issues
Full results: Proficient
Customer service — Proficient
February 2021
Identifying and resolving common customer issues
Full results: Proficient
Work style: Reliability — Proficient
May 2023
Tendency to be reliable, dependable, and act with integrity at work Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Groups
Official Honor Society Org
April 2018
Patents
Ingredients Stack Container Provisional Patent Pending (#62651798) May 2018
The present invention provides prepackaged ingredient system. Publications
Social Security and Medicare Trust Fund Deficit Concern Background https://medium.com/@angelahouston/https-medium-com-social-security-and-medicare-trust-fund- deficit-concern-background-c165b8489705
June 2019
Data Analysis and Predictive Model for the Social Security and Medicare Trust Fund Deficit issue which is an ongoing complex problem for the Federal Government and for the U.S. Public. Additional Information
Business Technology CEO, Signed Model and Influencer, Business Diploma in Fashion Merchandising.
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