Data Analytics Call Center

Brian Osborne

Linkedin.com/in/brian-osborne-*b***198 404-***-**** ATL, GA ***********@*****.*** Education

Biomedical Engineering

Cincinnati State

Competencies

Database Administration

Product Implementation Supply

Chain Technology

Systems Analysis

Call Center Technology Client

Relations

Cloud Management

SQL Programming Operating

Systems

SQL Query Analytics Network

Configuration

Asset Management

Network Security

Property Management

Troubleshooting

Data Analytics

Data Management

Hardware/Software Support

Corporate Compliance

Database Design

Executive Summary

Brian is a well-rounded IT Professional with over 21 years of progressive experience in IT security, database administration, network administration, IT helpdesk management, data analytics, contact center technology, software training and financial management. Leveraging this wealth of knowledge in supporting various lines of business including technology, healthcare, real estate, banking and finance, supply chain, and government entities. Flexible, multi-tasking and fast learning, Brian would describe himself as a trustworthy and ambitious colleague who is detail-oriented and utilizes all available resources to provide solutions. He takes pride in meeting and exceeding the goals of those he serves. Professional Experience

Client Manager MRI Software April 2023 – Current

Systems Analyst Asset Living May 2015 – April 2022 Software Support Tribridge Residential Oct 2013 – June 2014 IT Analyst Avon Products March 2004 – Feb 2013

Certifications

MCSE

Dell EMC DCS

Applications

MS Office MS Teams

SharePoint Sharefile

VMWare Citrix

Adobe Javascript

Salesforce VPN

MSSQL Exchange

MRI Onesite

Zendesk JIRA

AvidXchange

Active Directory

Q Central

Batch loader

Crystal Reports

Oracle

Azure

Avaya CMS

SCCM

Professional Skills

Technical and Analytical Skills

Proficient in SQL (Structured Query Language) for querying, modifying, and aggregating data; experience with SAAS analytics and database management.

Skilled in collecting and organizing data from diverse sources, including databases, spreadsheets, web platforms, and contractual documentation.

Expertise in statistical analysis to uncover patterns, trends, and insights that support data-driven decision-making across various industries.

Business Intelligence (BI) analysis utilizing historical, current, and predictive data to deliver interactive dashboards, reports, and KPI modeling to monitor and forecast performance. Software and System Support

Advanced user and administrator experience with industry-specific software, with the ability to troubleshoot and support platforms like Property Management Software (e.g., MRI, OneSite) or equivalent systems.

Helpdesk support for large user bases, providing network administration services such as Active Directory maintenance, group policy management, profile configuration, shared drive setup, and account resets.

Comprehensive software support, including installations, upgrades, patch management, and resolving technical issues such as malware and registry errors. Hardware and Infrastructure Support

Proficient in desktop and laptop maintenance, hardware troubleshooting, and parts replacement.

Skilled in maintaining telephony systems (PBX, analog, digital, and VoIP) and implementing call routing solutions.

Experienced in internet, intranet, and IVR system support, ensuring smooth operation and connectivity.

Training and Client Services

Experienced in delivering procedural and workflow training to end users and mentoring team members to enhance productivity and system adoption.

Skilled in client case management, escalation handling, and providing tailored support to meet client needs.

Project and Operations Support

Adept at managing cross-functional operations and ensuring smooth transitions during software updates or infrastructure changes.

Strong problem-solving abilities, delivering effective solutions that improve business efficiency.

Contact this candidate