Help Desk Workforce/System Analyst

• Aug 2019 - Present

• Work with leadership to effectively optimize production • Work to support capacity planning exercises to identify short term and long term staffing requirements • Assist with the optimizing of schedules and forecasts and communicate results to management • Prepare and maintain reports, dashboards, daily, weekly, and monthly communications • Assist in preparing ad hoc analysis that enables strong understanding of the business • Provide and maintain report and dashboard… Show more • Work with leadership to effectively optimize production • Work to support capacity planning exercises to identify short term and long term staffing requirements • Assist with the optimizing of schedules and forecasts and communicate results to management • Prepare and maintain reports, dashboards, daily, weekly, and monthly communications • Assist in preparing ad hoc analysis that enables strong understanding of the business • Provide and maintain report and dashboard development to team members and management as needed • Create and maintain procedure documentation • Test any new system changes for accuracy, document and brief new system procedures, complete system administration duties, and create process improvements • Ensure accurate data input into the system • Plan and compete all relevant administration duties in designated time • Support and submit improvement ideas that contribute to the team’s success • Effectively communicate with all levels of leadership and associates • Manage all activities to effectively manage workload and KPIs/SLAs • Create an atmosphere of co-operation with both customers and associates thru confident, confidential, and fluent communication • Where issues or problems are identified, follow all procedures and processes in order to resolve issues, efficiently and quickly as possible

Vendor Contracts Administrator

• Jul 2018 - Jul 2019

• Identifying and investigating appropriate potential vendors using City's selection criteria based on specific business needs. • On-going training for vendors on proprietary systems and processes • Managing systemic PPMs compliance across over 700 store • Reporting quarterly review preparation • Reporting quality control issues on proprietary software to IT to create system improvements • Reporting cost, service and timeliness analysis across fault types… Show more • Identifying and investigating appropriate potential vendors using City's selection criteria based on specific business needs. • On-going training for vendors on proprietary systems and processes • Managing systemic PPMs compliance across over 700 store • Reporting quarterly review preparation • Reporting quality control issues on proprietary software to IT to create system improvements • Reporting cost, service and timeliness analysis across fault types, vendors and regions • Providing updates for management and supporting the field team • Updating relevant data across multiple platforms • Working with teams across City including IT, Helpdesk, AP, Finance, and Purchasing Administrative Support • Utilizing CRM style system to help manage vendor contact • On boarding of high-quality vendors to support clients with cost effective services • Providing team based portal support for management and support teams on a daily basis • Assisting in communications with suppliers, vendors and clients • Resolving vendor queries raised in a timely manner

Video Inventory Analyst - Operations Associate

• Apr 2017 - Nov 2017

• Enforce policy decisions for YouTube’s advertiser friendly guidelines. • Review controversial and sometimes offensive video content to determine whether or not they’re brand safe • Handle escalations with a fast turn-around time to define and deliver the best action plan • Research and stay up to date on key trends and suspicious patterns in policy area • Increase efficiency through automation, workflow streamlining, and system optimization • Work directly… Show more • Enforce policy decisions for YouTube’s advertiser friendly guidelines. • Review controversial and sometimes offensive video content to determine whether or not they’re brand safe • Handle escalations with a fast turn-around time to define and deliver the best action plan • Research and stay up to date on key trends and suspicious patterns in policy area • Increase efficiency through automation, workflow streamlining, and system optimization • Work directly with cross-functional stakeholders to directly convey policy decisions to advertisers and users Show less • Enforce policy decisions for YouTube’s advertiser friendly guidelines. • Review controversial and sometimes offensive video content to determine whether or not they’re brand safe • Handle escalations with a fast turn-around time to define and deliver the best action plan • Research and stay up to date on key trends and suspicious patterns in policy area • Increase efficiency through automation, workflow streamlining, and system optimization • Work directly… Show more • Enforce policy decisions for YouTube’s advertiser friendly guidelines. • Review controversial and sometimes offensive video content to determine whether or not they’re brand safe • Handle escalations with a fast turn-around time to define and deliver the best action plan • Research and stay up to date on key trends and suspicious patterns in policy area • Increase efficiency through automation, workflow streamlining, and system optimization • Work directly with cross-functional stakeholders to directly convey policy decisions to advertisers and users Show less

Computer Lab assistant

• Jan 2015 - May 2015

Work Study – Art & Humanities Department (Dean’s Office)

• Jan 2012 - Nov 2012

• Processed employment applications and correspondence reports. • Dealt discreetly with confidential information and produced instructor reports. • Managed and tracked all inventory for office and reordered supplies to match department needs. • Processed employment applications and correspondence reports. • Dealt discreetly with confidential information and produced instructor reports. • Managed and tracked all inventory for office and reordered supplies to match department needs.

Flight attendant/Customer Service

• Apr 2010 - Dec 2011

• Ensured compliance with International Air Transport Association regulations. • Conducted safety training on Boeing 777- MD 90 and Airbus 320 – 330 in relation to aircraft manuals. • Collaborated with flight team to provide customer service to all passengers’ and resolved conflicts and concerns. • Managed cultural differences and practices on flights to ensure passenger safety and satisfaction. • Documented reports to flight incidents and Sky Sales. • Ensured compliance with International Air Transport Association regulations. • Conducted safety training on Boeing 777- MD 90 and Airbus 320 – 330 in relation to aircraft manuals. • Collaborated with flight team to provide customer service to all passengers’ and resolved conflicts and concerns. • Managed cultural differences and practices on flights to ensure passenger safety and satisfaction. • Documented reports to flight incidents and Sky Sales.

Personnel Liaison Manager Assistant - Maybach, SLR McLaren and Armoured vehicles Department

• Mar 2005 - Feb 2007

• Maintained customer files and handled customer inquiries. • Negotiated changes in customer orders and payments. • Gathered data through market research about competitor products for customer optimization. Managed company incidents, interruptions, and emergencies. • Effectively managed people, time, and budgets in the department. • Produced reports for internal analysis and organized and supervised marketing events. • Encouraged employee to customer relations and built and… Show more • Maintained customer files and handled customer inquiries. • Negotiated changes in customer orders and payments. • Gathered data through market research about competitor products for customer optimization. Managed company incidents, interruptions, and emergencies. • Effectively managed people, time, and budgets in the department. • Produced reports for internal analysis and organized and supervised marketing events. • Encouraged employee to customer relations and built and maintained external media communications. Show less • Maintained customer files and handled customer inquiries. • Negotiated changes in customer orders and payments. • Gathered data through market research about competitor products for customer optimization. Managed company incidents, interruptions, and emergencies. • Effectively managed people, time, and budgets in the department. • Produced reports for internal analysis and organized and supervised marketing events. • Encouraged employee to customer relations and built and… Show more • Maintained customer files and handled customer inquiries. • Negotiated changes in customer orders and payments. • Gathered data through market research about competitor products for customer optimization. Managed company incidents, interruptions, and emergencies. • Effectively managed people, time, and budgets in the department. • Produced reports for internal analysis and organized and supervised marketing events. • Encouraged employee to customer relations and built and maintained external media communications. Show less

Freelance Research Supervisor - Strategic Marketing Services Division

• Nov 2003 - Feb 2005

• Supervised and executed field interviews, telephone interviews, and marketing research surveys. • Assigned recruiters to teams to conduct marketing field projects and inspected marketing agency’s field team progress. • Accomplished demographic market penetration analysis for new regions of interest and recorded customer data surveys. • Supervised and executed field interviews, telephone interviews, and marketing research surveys. • Assigned recruiters to teams to conduct marketing field projects and inspected marketing agency’s field team progress. • Accomplished demographic market penetration analysis for new regions of interest and recorded customer data surveys.