Data Analyst Overland Park

Willex Tam

**** *. ***** *******, ******** Park KS 66085

913-***-**** (cell) / 913-***-**** (home)

*******@*****.***

PROFESSIONAL PROFILE

Detail-oriented and self-motivated individual with ten years of experience in electronics, computer and data service industries.

Superior organizational skills and be capable of handling several projects

Ability to multi-task, maintain composure under pressure and meet deadlines

EDI, IPRO, LAW Pre-Discovery, NUIX and Relativity experiences

Window O/S, Microsoft Office, and any third party software installation

Experience with Active directory, and setup new user account

Create and load image, testing and Hardware/ Software Installation

Perform any updates in firmware for any systems, upgrade PC and setup

Experience with PagerDuty, LogicMonitor, Salesforce, Service Desk, JIRA, Zoho, Power BI, POSTMAN, TOAD and Confluence

Experience with VMWare, AWS server, SQL Server, Perceptive Cloud server, and LDAP

WORK HISTORY

Technical Solution Analyst II, Oracle, Kansas City, MO (April 2025 to Present)

Oracle Cloud applications provide business leaders with modern applications that help them innovate, attain sustainable growth, and become more resilient.

*Perform more complex troubleshooting investigations reviewing front-end applications by gathering information, using troubleshooting tools, shadowing end users, and testing workflows internally and externally.

*Perform more complex troubleshooting investigations via back-end methods by capturing log files, querying tables, updating database fields, and updating/cycling servers.

*Provide accurate analysis, troubleshooting and testing of technical issues by identifying, researching, and resolving technical problems.

*Document notes, activities, resolutions, and other knowledge articles throughout the lifecycle of an investigation

*Prioritize the work of self and others based on severity and urgency and balancing client and business needs in complex situations.

Product Support Specialist, Verint, Melville, NY (April 2022 to August 2022)

Verint provides analytic solutions for customer engagement management and business intelligence that products are designed to assist clients in data analysis, specifically large data sets.

*Analyzes and evaluates advanced technical problems within the SaaS software based on the application, data source or integration with external applications

*Assist customers with assigned SaaS product issues that are reported via ticketing system

*Provide accurate analysis, troubleshooting and testing of technical issues by identifying, researching, and resolving technical problems.

*Provide and generated data report requested by customers.

*Facilitate resolution with customer and internal teams with timely manner

*Develop and maintain product knowledgeable relevant to products in knowledge base to provide both internal and external users

Service Desk Support I, Terracon, Olathe KS (June 2021 to January 2022)

Terracon is a consulting engineering firm, specializing in environmental, facilities, geotechnical, and materials services.

*Configuration of the new workstation, image, and install all software including MacOS that is required

*Troubleshoot software licensing, connection issues, and file transfers

*Provide support on a variety of computer hardware and software issues by identifying, researching, and resolving technical problems

*Provide computer desktop support in accordance with established policies and procedures

*Develop records of daily data communication transactions, issues and remedial actions taken or installation activities

*Document problems and conversations to create a log that can be referenced by other technicians and for training purposes

Customer Support Representative, Netsmart, Overland Park KS (December 2020 to May 2021)

Netsmart designs, builds and delivers electronic health records (EHRs), solutions and services that are powerful and intuitive.

*Provide first point of contact support for clients reporting technical or solution issues in Electronic Visit Verification (EVV).

*Diagnose and resolve standard client questions or problems over the telephone.

*Document inbound support requests and ensure proper notation of client problems or issues.

*Identify problems, investigate and report system anomalies by submit support tickets

Operation Specialist, PriceSpider, Kansas City MO (December 2018 – July 2020)

PriceSpider provides information services on consumer purchasing behavior including services through “Where to Buy” in order to helps retailers track product competitors, monitor prices, and view seller ratings and reviews.

*Responsible for initial setup of clients using company SaaS platform

*Use proprietary in-house software to analyze information from seller web pages to match against manufacturer information

*Write and correct regular expression language by building logic for PriceSpider’s crawlers to use

*Update, audit and analyze data and products to ensure accurate rate online listing that are not updating through web crawler tools

*Identify problems, investigate and report system anomalies by submit support tickets

*Assist with resolving system issues by identifying core issues, root causes and making solution recommendations

Technical Support, Worldwide TechServices, New Century KS (September 2018 – November 2018)

Worldwide TechServices is a global leader in delivering technology services and solutions to the world's most demanding clients.

*Performs basic and moderately complex troubleshooting and repair activities, typically associated in an end-user environment, including but not limited to PC’s, desktops, laptops, tablets and printers

*Providing end-user desk side support and other related activities

*Perform IMAC’s all systems as applicable

*Proactively communicates with the end-user and service desk personnel regarding status of the repair and estimates of completion.

Cloud Solution Specialist, Hyland Software, Lenexa KS (Jan 2018 – July 2018)

Hyland Software is the developer of applications of the suite are used in healthcare, financial institutions, insurance, government, higher education and manufacturing.

*Monitors implementation activity to ensure architecture and design principles are upheld.

*Implementing solutions, and responding to and resolving customer requests for assistance with technical issues related to their solution. Support customer testing initiatives; troubleshoot and resolve operational issues.

*Assist customers with issues arising from product upgrades, installations, and configurations.

*Be an advocate for customer requests; maintain ownership of request and follow through consistently with resolution.

*Provide regular and frequent communication to ensure customer is fully advised as to the progress or delay to the resolution of their issue.

*Compose internal documentation that fully reflects all activity related to resolution of support request.

Software Tester, DIT America, LLC, Overland Park KS (Aug 2017 – Nov 2017)

DIT America which specializes in providing third-party validation with testing services.

*Perform scenario based on test script to determine system deviation from intended performance or result.

*Devise and implement test strategies that adequately assess all software aspect.

*Update and follow up with status of tickets, investigate and recreate reported defects.

*Work with other engineers to troubleshoot and resolve issues.

*Track and document all testing defects and resolutions.

*Participate in the design and development of test cases and support.

Data Operations Analyst, Epiq Systems, Olathe KS (Oct 2013 – July 2017)

Epiq Systems is a leading supplier of discovery solutions (EDI) including electronic discovery, managed litigation services, and document review technologies.

*Perform process of converting native client documents into the images.

*Organize large amount of data and image at various stage of the project.

*Establishes production runs, ensuring that appropriate job control language, run documentation and data files are available.

*Knowledgeable with established processes and workflows.

*Communicate project status and updates effectively with all levels of the company.

*Resolve or elevate issues that arise during data processing.

*Perform tasks by using SQL base programs and VMware on daily basis.

Computer Technician, Equus Computer Systems, Olathe KS (June 2010 – Sept 2013)

Equus is a provider of integrated computing, managed, and mobile solutions to the North American value-added reseller channel.

*Build and Configure computers include imaging based on customer specifications

*Upload and configure Operating System, Antivirus and other software as requested.

*Perform quality control testing and trouble shoot hardware and software issues.

*Perform new hardware updates and firmware for any new systems installed.

*Coordinate work order and workflow schedule with associates in other department.

*Research any update for computer components such as new driver for motherboard.

*Update and follow up with customer requests, orders, complains and status.

Service Technician, Polaris Electronics Corp, Olathe KS (June 2004 – Jan 2009)

Polaris Electronics is a manufacturer of hermetic sealing systems for projection welding and parallel seam sealing.

*Analyze work orders to calculate operating schedules that meet delivery deadlines.

*Research and retrieve schematic diagram and blue prints based on bill of material.

*Verify accuracy of material issued based on bill of material and communicate discrepancy with Production control associate.

*Perform welding and testing on incoming parts to ensure products meet the specifications.

*Build sub-assembly components (PC Boards, wiring) based on Schematic diagram and blue prints.

*Perform testing and trouble shooting on welding machines.

*Support and trouble shoot office PC and network problems.

EDUCATION

Bachelor of Science, Management Information System, minor Computer Science;

Northwest Missouri State University

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