TECHNICAL SKILLS:
Microsoft Excel:
- Extensive consulting experience, working with clients and internal staff to identify KPIs and providing summary reports
- Expert VBA knowledge with specialization in spreadsheet automation
- Experience joining data sets from disparate systems
- Hosted Excel training sessions, teaching skills ranging from basic data entry to Vlookups and Pivot Tables
Critical Thinking/Problem Solving:
- Able to gather and assess information, using abstract ideas and past experience to come to well - reasoned conclusions
- Communicate effectively with others in figuring out solutions to complex problems
Process Improvement:
- Adept at identifying inefficiencies in processes and developing new ideas to improve efficiency
- Successfully designed and implemented programs in Microsoft Excel to automate manual process, improving productivity and data integrity
Management:
- Managed team of four Service Desk employees and significantly improved efficiency and morale
- Assisted team with coordinating training sessions with senior technical members to improve skills
PROFESSIONAL EXPERIENCE
Incident Manager
Confidential
Responsibilities:
- Drove down incident response time and incident resolution time to all-time lows for the company
- Developed and partially implemented Problem Management process, resulting in lower incoming incident volume
- Developed and partially implemented Change Management process
Manager
Confidential
Responsibilities:
- Produced professional reports for all levels up management up to C-Level
- Managed integrity of data stored within our systems, identifying areas to improve accuracy and scalability
- Developed advanced VBA Macros in Excel to automate business intelligence processes
- Developed and documented ITIL processes for Incident Management, Change Management, and Problem Management
- Administrated various systems utilized by staff including Autotask (PSA), Continuum (RMM), ITGlue (CMDB), and Google Apps (HR)
- Developed and implemented purchasing and procurement process, improving accountability and accuracy for all hardware sales
Office and Warehouse Manager
Confidential
Responsibilities:
- Managed staff of six technicians and one warehouse clerk
- Refined processes and workflows within Autotask to improve company efficiency
- Refined warehouse receiving and storage process to better account for inventory integrity
Online Marketing Analyst
Confidential
Responsibilities:
- Managed over 600 PPC campaigns for over 200 websites in Google AdWords and Microsoft AdCenter
- Developed various Microsoft Excel tools to automate manual, repetitive, processes
- Served as in-house Microsoft Excel consultant and expert
Pension Specialist
Confidential
Responsibilities:
- Created and implemented a centralized process for entering and maintaining pension plans through Microsoft Excel, increasing productivity by over 500%
- Processed final pensions for terminated defined benefits plan
- Offered technical assistance to coworkers, managers, and directors
