Service Desk Data Analyst

Henry Porter

Auburn, Alabama 334-***-**** *****.*********@*****.*** Solutions Associate

SUMMARY

Aspiring Data Analyst with a solid background in software development, AI engineering, and project management, currently pursuing a Bachelor of Science in Computer Science. Certified in SQL and eager to contribute to data-driven insights and product development by leveraging skills in Python, Java, C++, and experience in Agile methodologies. Passionate about analyzing, visualizing, and contextualizing data to inform key business decisions. Motivated to enhance data analysis expertise in fast-paced, dynamic environments and stay up to date with evolving industry trends. Proficient in SQL and eager to apply knowledge to deliver impactful solutions. EXPERIENCE

Service Desk Technician Ellucian 12/2023 to 10/2024 Enhanced customer satisfaction by promptly addressing and resolving service desk issues. Streamlined service desk operations for improved efficiency and response times. Reduced downtime by proactively identifying and resolving technical problems. Boosted first-call resolution rates with thorough troubleshooting and problem-solving skills. AI Engineer Internship Radical X 10/2023 to 01/2024 Utilized Python and data analysis techniques to craft algorithms and design models that significantly enhanced product innovation and operational efficiency.

Leveraged SQL for data-driven storytelling and to derive actionable insights, supporting business analytics and consulting efforts. Applied analytical skills to support data-driven decisions, thereby improving product delivery and customer engagement." Demonstrated excellent communication skills, both verbal and written. Successfully worked within tight deadlines and fast-paced environments. Adaptable and proficient in learning new concepts quickly and efficiently. Self-motivated with a strong sense of personal responsibility. MAC Tier II Advisor Apple Inc. 07/2019 to 03/2023 Provided advanced technical support and resolutions to complex hardware and software issues pertaining to Apple Mac products. Collaborated with Tier I advisors, offering mentorship and technical expertise to elevate team knowledge and customer service standards. Project Manager Afni 06/2018 to 07/2019

Led and mentored teams through projects, ensuring timely completion, adherence to guidelines, and achievement of desired outcomes. Identified areas of improvement and initiated process enhancements, resulting in better workflow efficiency. Streamlined project processes by implementing Agile methodologies, increasing efficiency and reducing costs. Customer Account Manager 3M 06/2016 to 07/2018

Maintained customer data to help process orders based on region of sales. Ensured delivery by routing products through best-way connections. Organized daily workflow and assessed appropriate staffing to provide optimal service. Sales Team Supervisor Ajin USA 08/2011 to 07/2016 Organized weekly sales reports for sales department to track products. Worked under strict deadlines and responded to service requests and emergency call-outs. Communicated all merchandise needs or issues to appropriate departments. 25B IT Specialist Army 01/2008 to 03/2011

Addressed and resolved software and hardware functionality inquiries, ensuring optimal user experience. Executed installations and repairs on hardware, software, and peripheral devices in alignment with established design and installation protocols.

Employed diagnostic tools to identify, investigate, and rectify system-related issues while consistently delivering top-tier technical assistance to users.

EDUCATION

Bachelor of Science, Computer Science Auburn University Montgomery, Montgomery, AL 2024 Relevant coursework includes Data Structures, Introduction to Python Programming, Database Systems (focused on SQL), and Data Analysis and Visualization projects which involved data-driven storytelling and business analytics. SKILLS

C++

Level: Proficient

HTML/CSS

Level: Proficient

Python

Level: Intermediate

SQL

Level: Intermediate

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