Problem Analyst

• Use of prescriptive analytics to advise technology service operations increasing tier-level contact center operation efficiencies
• Lead postmortem and after-action reviews applying descriptive diagnostics to find root cause 
• Active participant in 1st and 2nd tier management meetings providing active and descriptive analytics used to improve the technical infrastructure
• Use predictive analytics to vet trending issues and prescribe possible course of corrective action
• Intermediate to advanced use of ServiceNow in a service operations environment to build live and static dashboards
• Incorporate use of Microsoft PowerBI to extract data, clean data, create data models, build visualizations and dashboards
• Intermediate to advanced use of Microsoft Excel spreadsheets to clean and model data to build visuals for data driven decisions
• Intermediate to advanced communications with management teams focusing on specific time-saving details
• Advanced organizational skills which map incremental annual productivity
• Advanced intuitive analytical skills which allow for improved business consultative ability increasing process efficiencies