Business Operations Analyst

• Jul 2022 - Present

Information Technology Help Desk Support Specialist

• Aug 2020 - May 2022

• Resolved and answered technology related issues and questions over the phone and in-person • Went to classrooms and offices to assist Stonehill faculty with technology issues or questions • Obtained user information and all information about the problem to create tickets that could then be escalated to higher level support staff • Resolved and answered technology related issues and questions over the phone and in-person • Went to classrooms and offices to assist Stonehill faculty with technology issues or questions • Obtained user information and all information about the problem to create tickets that could then be escalated to higher level support staff

Junior Data Analyst

• Jun 2021 - Aug 2021

• Created a Weekly Sales Forecast Tracker template in Excel and visualization dashboard in Tibco Spotfire to provide insights to Sales Team Managers on the performances of their Sales Reps • Used customer User data to identify customers exceeding their allotted number of users on our Software • Identified amount of revenue coming in from customers using older versions of our Software which we no longer support • Identified amount of revenue in New Business + Upsold Renewal deals that our Sales Reps were achieving

Data Analyst Intern

• Jun 2020 - Aug 2020

• Analyzed software support metrics such as support volumes, first response rates, resolution rates, and support case severity • Compiled Technical Support Quarterly Business Reviews in PowerPoint presentations for customer consumption • Generated Tibco Spotfire report for internal Support metrics score cards • Assisted with normalizing Outsourced Worker (OSW) staff evaluation data • Analyzed software support metrics such as support volumes, first response rates, resolution rates, and support case severity • Compiled Technical Support Quarterly Business Reviews in PowerPoint presentations for customer consumption • Generated Tibco Spotfire report for internal Support metrics score cards • Assisted with normalizing Outsourced Worker (OSW) staff evaluation data

Controller's Office Assistant

• May 2019 - Mar 2020

• Assisted parents and students with financial questions such as bill discrepancies via email/phone • Provided technical support for web site issues via email/phone • Solved issues and concerns about student’s accounts • Organized cash and check payments, student employment paperwork • Assisted parents and students with financial questions such as bill discrepancies via email/phone • Provided technical support for web site issues via email/phone • Solved issues and concerns about student’s accounts • Organized cash and check payments, student employment paperwork

Retail Sales Associate

• Apr 2018 - Aug 2018

· Managed financial transactions · Ensured customer satisfaction · Promoted and sold rewards cards · Managed financial transactions · Ensured customer satisfaction · Promoted and sold rewards cards