SUMMARY:

• IT and Analytics professional with solid understanding of technology tools and statistical concepts
• 10 years of telecommunications knowledge and experience with Confidential /BSS systems
• 10+ years in service management
• 7+ years of SDLC experience
• 5+ years of data cleaning, reporting, visualization
• 4+ years in predictive analytics (primarily linear/logistic regression, time series)
• 3+ years building network traffic reports, operational dashboards, KPIs/metrics
• Recent graduate of a Master of Science in Data Analytics

SKILLS & TECHNOLOGY:

• Tableau
• Linux/Unix
• IT Auditing
• Power BI
• SS7/SIGTRAN/SIP/
• VoLTE/Diameter
• Linear/Logistic Regression
• SQL
• Remedy/Jira
• Time Series Modeling
• R
• Veritas/NET - Backup
• Hypothesis Testing
• Python
• ARIS/Togaf
• Survival Analysis
• Hadoop/YARN/HDFS/MapReduce
• Wireshark
• Cluster Analysis
• OBIEE
• SharePoint
• Visualization
• SSAS/SSMS/Azure
• Minitab
• Project Management
• Oracle Data Integrator
• Visio
• SDLC
• VMWare
• M-PESA
• ETL

PROFESSIONAL EXPERIENCE:

Confidential, Troy, MI

IT Service Desk Supervisor

Responsibilities:

• Assisted in the hiring process; interview, hiring and training of new employees
• Provided staff education and continuous training
• Assisted in creating process knowledge base documents and flowcharts for support teams to follow
• Reviewed monthly reports to advance performance and improve consumer satisfaction
• Retroactively examined incidents and documented lessons learned to ensure future issues are resolved in a timely manner

Tools: Remedy, PowerPoint, Word, Visio

Confidential, Tirana , AL

IT Service Management Lead

Responsibilities:

• Maintained the VMware Infrastructure (UAT, OAT, DR, PROD, and Training environments) and application (M-PESA, mobile phone-based payment and money transfer service); ensured compliance with Agile methodology
• Worked with the PMO office to coordinate multiple projects, such as developing roadmaps, SDLC Operations & Maintenance, mitigating IT audit risks etc.
• Developed and administered disaster recovery plans and incident management processes
• Forecasted network load and user traffic to optimize infrastructure; goal was to align infrastructure planning with traffic demand, in order to deliver network efficiency
• Supported and coordinated internal and external IT audit and regulatory compliance
• Handled contractual responsibilities, provided regular feedback on service levels, and managed SLAs, SOWs and contract modifications
• Led root cause analysis (RCA) efforts in order to minimize disruptions and achieve 99.99% network availability

Tools: VMware, R, M-PESA, SharePoint, Remedy, Jira, ODI, OBIEE, Power BI

Confidential

Senior Business Analyst

Responsibilities:

• Applied advanced statistical techniques and concepts such as regression, classification, statistical tests, etc. to predict future demand (using R) and plan budget accordingly
• Translated network utilization counters into analytical problems and effectively communicated results and business implications to key stakeholders
• Partnered with Business Stakeholders, Technical Resources and other Business Analysts to build an understanding of business objectives and measures of success for each project, thus enabling correct analytics specifications
• Analyzed structured, semi-structured, and unstructured data; discovered relationships and patterns, drew conclusions, and communicated actionable insights that triggered cost reduction and cost-benefit projects

Tools: R, Tableau, Excel, Minitab, SharePoint, HPQC, SQL, OBIEE, ARIS, SOA, SSMS&SSAS

Confidential

BI Senior Specialist

Responsibilities:

• Responsible for documenting test plans, test cases, and methodologies for testing software products involving both back-end processing systems and front-end Web-based/GUIs for telecommunications and data communications applications
• Executed functional, integration, performance, and resiliency tests for multiple applications/subsystems
• Responsible for assessing the accuracy of new data sources against the agreed mapping specification document
• Continuously monitored the ETL process, tested its resiliency, and ensured backup and cleanup processes were being performed
• Translated financial and operational reporting requirements into data modeling/ETL design
• Conducted technical analysis against impacted systems to determine impact, scope, and recovery from active and potential operational incidents
• Acted as change manager for all operation activities related to Confidential /BSS systems

Tools: Wireshark, Linux/Unix, Veritas/NetBackup, ODI, SQL, Remedy, Jira, SS7/SIGTRAN/SIP/Diameter

Confidential

Sn. Engineer

Responsibilities:

• Researched and developed analyses, forecasting, and optimization methods to integrate demand with planning models across networks
• Used statistical modeling and analysis to understand relationships between diverse forms of customer data, network data and business KPI's
• Developed and implemented reporting and dashboard solutions to communicate results and monitor KPIs
• Analyzed service management data and effectively communicated findings to stakeholders
• Established and tracked network operational quality assurance metrics

Tools: R, Hadoop, OBIEE, Access, Excel