Experience

Flexcar

• United States
• Consumer Services
• 100 - 200 Employee

• Senior Service Desk Analyst (Lead)

  • Jun 2022 - Present

  • Designed Flexcar Jamaica's IT infrastructure and created security policies to prevent breaches and data loss, ensuring the reliability and security of the company's technical systems. • Identified and escalated critical issues to management, providing timely and effective solutions to minimize downtime and mitigate risks. • Provided end-user support to help users with routine problems they encountered while using computer applications, demonstrating strong communication and customer service skills. • Collaborated with technical engineers to identify and resolve complex issues, ensuring the smooth and efficient operation of technical systems. • Monitored computer network activity to identify potential security breaches or system failures, taking proactive measures to prevent and mitigate risks. • Responded to requests for help from users who were having trouble using an application or computer tool or who needed help with their job tasks, providing timely and effective solutions. • Researched and troubleshooted problems to identify solutions, demonstrating strong problem-solving and analytical skills. • Provided support for new technology implementations by testing software and installing updates, ensuring the successful adoption of new technologies. • Provided user support via phone, email, chat, or instant message to users who needed help with their computers or mobile devices, demonstrating strong communication and customer service skills. • Participated in end-user training sessions to ensure that users could use new technologies effectively, contributing to the company's overall technical literacy.



Radius Global Solutions LLC

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Data Analyst

  • Nov 2021 - Jun 2022

  • Utilized automated tools to extract and clean data from primary and secondary sources, ensuring accuracy and completeness of the data. • Conducted data cleaning and fixed coding errors and related problems to ensure data integrity and consistency. • Developed and maintained databases and data systems, reorganizing data in a readable format to improve accessibility and usability. • Performed comprehensive analysis to assess the quality and meaning of data, providing insights and recommendations to stakeholders. • Reviewed reports and performance indicators to identify and correct code problems, filtering data to ensure data accuracy and completeness. • Employed statistical tools to identify, analyze, and interpret patterns and trends in complex data sets for diagnosis and prediction purposes. • Assigned numerical values to essential business functions, enabling the assessment and comparison of business performance over periods of time. • Analyzed local, national, and global trends that impacted both the organization and the industry, providing valuable insights and recommendations to stakeholders. • Prepared reports for the management stating trends, patterns, and predictions using relevant data to facilitate decision-making. • Collaborated with programmers, engineers, and management heads to identify process improvement opportunities, propose system modifications, and devise data governance strategies. • Prepared final analysis reports for stakeholders to understand the data-analysis steps, enabling them to make informed decisions based on various facts and trends.



Conduent

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Service Desk Analyst

  • Dec 2017 - Jun 2022

  • Resolved tickets assigned by junior analysts, demonstrating strong technical expertise and problem-solving skills. • Wrote internal Standard Operating Procedures (SOPs) for technical support tasks, ensuring consistency and quality of support services. • Drafted client reports under the supervision of managers, receiving 100% positive feedback for alignment with client goals, contributing to overall client satisfaction. • Contributed data and feedback for weekly internal management reporting as well as monthly and quarterly client reporting, providing valuable insights to stakeholders. • Communicated strategies to the analyst team and received valuable feedback regarding the approach to business observations, fostering collaboration and innovation. • Helped the team achieve a 70% reduction in initial response time to improve customer satisfaction, demonstrating strong leadership and team management skills. • Troubleshot and resolved hardware and software issues, ensuring smooth and efficient operation of technical systems.



Nearshore Inbound Call Experts

• Jamaica
• Outsourcing/Offshoring
• 1 - 100 Employee

• TIER 2 TECHNICIAN

  • Mar 2016 - Oct 2017

  • Collaborated with cross-functional teams including product specialists, engineers, and other technical staff to identify and resolve complex technical issues for customers. • Conducted in-depth analysis of technical issues to identify root causes and develop effective solutions to prevent recurring issues. • Created and maintained technical documentation including knowledge base articles and troubleshooting guides to improve the efficiency of Tier I support teams. • Participated in ongoing training to stay up to date with new product releases and technical features to provide high-quality support to customers. • Demonstrated exceptional customer service skills by maintaining a positive and professional attitude and consistently meeting or exceeding customer expectations. • Trained and mentored new Tier II technicians, providing guidance on technical issues and best practices for troubleshooting and customer service. • Acted as a subject matter expert for specific technical areas, providing guidance and expertise to Tier I agents and other technical staff as needed.



Holiday Inn

• United Kingdom
• Hospitality
• 700 & Above Employee

• Photographer

  • Apr 2015 - Jan 2016

  In my capacity as a photographer I have developed many well-needed skills such as patience, strong networking skills and assertiveness in regards to details. I have also been able to utilize my creative skills and help people to create and preserve long-lasting memories through photos and videos. In my capacity as a photographer I have developed many well-needed skills such as patience, strong networking skills and assertiveness in regards to details. I have also been able to utilize my creative skills and help people to create and preserve long-lasting memories through photos and videos.