Experience

Leeds Federated

• United Kingdom
• Housing and Community Development
• 1 - 100 Employee

• Data Analyst

  • Jun 2020 - Present



Ricoh UK

• Halifax, United Kingdom

• SERVICEDESK ANALYST

  • Nov 2015 - May 2020

  • Record, track, and document the Service Desk problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. • Carried out trend analysis by alerting appropriate resources for trends in call patterns or issues to prevent future problems. • Performed adhoc analysis to identify process improvement opportunities and/or trends to determine effectiveness. • Coordinating between various internal departments and external suppliers to ensure a cohesive approach to Bank Colleagues requirements • Carrying out data exploration and analysis of customer call volumes and enquiry data and to improve productivity, improve decision making, and enhance customer satisfaction. • Exploring existing data repositories to understand available data and leverage the data using MS Excel and PowerPoint to create reports and dashboards. • Classifying and prioritising calls in-line with Incident Management processes and escalating calls within Incident Management guidelines, providing status feedback to customers and team/management at regular intervals. • Utilised remote control software, in-line with security policies, to resolve basic 1st line hardware and IT related issues. And also manage the following activities in line with departmental procedures to ensure compliance with all contractual agreements. Show less



Pairview

• United Kingdom
• IT Services and IT Consulting
• 1 - 100 Employee

• Data Analyst

  • Apr 2017 - Jan 2019

  Databases – SQL Server, Teradata, Oracle SQL Developer, MySQL Data Analysis – Tableau, SAS Enterprise Guide, Base SAS, Advanced MS Excel including Pivot tables and functions. Methodologies – Forecasting, Market Basket Analysis, RFM, Management Information Reporting, KPI Analysis, RAG reports, Budgeting and Planning, Correlation, Statistic, Dashboard Development and Management. • Collaborating with internal stakeholders to gather, analyse, define project success criteria and deliver various analytical requirements. • Transform disparate sales data into meaningful data models and executive dashboards using analytics and visualization technologies (Excel), providing operational and strategic insights to empower clients to make informed business decisions. • Developed data analysis and visualization dashboards to track sales performance and uncover hidden patterns and trend within the data. • Analysed operational data to identify how the client could improve existing processes including top cost drivers, inefficient supply chain processes, inefficient supplier management and poor quality operations. • Utilised open market intelligence data to carry out competitor analysis to understand products and regions that are doing better or worse versus competitors. • Developed forecast models using SAS Base to forecast regional sales over a period of time for budgeting, purchasing and planning purposes. • Developed market basket analysis models to uncover customer buying patterns and combination of products that commonly appear within transactions, the findings from the analysis was used to support cross sell campaign. Show less



NHS Digital

• United Kingdom
• Hospitals and Health Care
• 700 & Above Employee

• IT Support Analyst

  • Apr 2014 - Oct 2015

  IT SUPPORT ANALYST • Acted as first point of contact for the HSCIC internal and external via telephone, email web and correspondence. • Utilised the call logging system (HP service manager SM9) to track and monitor calls and implemented departmental escalation procedures as required ensuring that all are resolved within service level agreements. • Provided administrative support to staff using organisation and prioritisation skills to manage own workload. Also investigated and resolved requests utilising the appropriate tools. This includes telephone, email and knowledge management tools and websites. • Liaised with 3rd party suppliers such as NHS mail or RICOH. • Manage email accounts using NHS mail, installing or updating software using Zen works. • Active Directory (GPO's), resetting passwords, adding new users. Show less



Telefónica UK

• Leeds Area, United Kingdom

• IDM Analyst

  • Dec 2013 - Apr 2014

  • Co-ordinated the provisioning of requests received via Access Control Online Form including request received from Third Party’s suppliers for use both within and outside CLIENT UK, ensuring that agreed service level targets are met. • Administered the ISS database; ensuring that records are up to date and that regular review are conducted to maintain the integrity of all access control information for the following creations, deletions, and leavers/movers. • Supported the completion of audits on access control by providing any information requested by the auditor (internal or external) and provided customised reports on an ad-hoc basis, ensuring that the information is readily accessible. • Supported via email and telephone client and external/third party companies with system access requests as well as ongoing support for ongoing IT related queries • Shared knowledge with the team, and support the implementation of ‘New Work/Services’. Contributed to team targets and business objectives and also ensure any assigned individual KPIs are met and produced reports as required by management and/or customers. Pro-actively identify areas of support where training is required, and fed this back to the Manager. Show less



2plan wealth management Ltd

• United Kingdom
• Financial Services
• 200 - 300 Employee

• IT SUPPORT ANALYST

  • Jun 2013 - Dec 2013



Lloyds Banking Group

• United Kingdom
• Financial Services
• 700 & Above Employee

• IT support Analyst

  • Mar 2010 - May 2013