Jan 2024 – Jun 2025 · 1 yr 5 mos · Fort Mill, South Carolina, United States · Remote

•  Initially with the technical team on Global Access Management (GAM) as Agile Coach & Consultant
•  Moved to Intelligent Automation (IA) as Proxy Product Owner/Consultant/Advisor/Agile Coach/Sr Process Consultant
•  Led the successful development & deployment of over a dozen Intelligent Automation (IA) Initiatives
•  Effectuated consistent & recurring meetings with Business Partners
•  Collaborated with Client Process Owners & SMEs to understand current processes, document them, & advised on short-term improvements through automation & more efficient long-term solutions
•  Collaborated with Client Process Owners & SMEs with respect to multiple data sources, including Oracle Hyperion, SAP (multiple systems), Power Bi Reports, & other sources
•  Co-founded the Transformation Program Office (TPO) – combining the best of Agile Practices, DevSecOps, & QE COE
•  Extensively Coached & Mentored associates/Team Leads on best practices & in advancing their skills/comfort
•  Independently worked on several Growth & Transformation (G&T) Initiatives & COIN Partnerships
•  Worked under minimal supervision in a matrixed international environment with employees & consultants
•  Executed all responsibilities remotely

Oct 2023 – Feb 2024 · 4 mos · Fort Mill, South Carolina, United States · Remote

•  Allocated to account, but TCS did not win the bid

May 2023 – Apr 2024 · 11 mos · Fort Mill, South Carolina, United States · Remote

•  Led two (2) cross-functional teams
•  Collaborated with Client Product Managers & Product Owners on Features to deconstruct them into effective Stories
•  Collaborated with Client Product Owners to ensure granularity of Stories
•  Effectuated consistent & recurring meetings with Business Partners
•  Established new standards of excellence & formatting for Product Backlog Items (PBIs)/Acceptance Criteria
•  Gained overall understanding of client’s Business Processes from Initialization to Sale Of Policies/Plans
•  All work done in JIRA Cloud
•  Advised on best practices for Scrum/Agile/SAFe
•  Agile Coach for TCS team members
•  Extensively Coached & Mentored associates/Team Leads on best practices & in advancing their skills/comfort
•  Independently worked on several Growth & Transformation (G&T) Initiatives & COIN Partnerships
•  Worked under minimal supervision in a matrixed international environment with employees & consultants
•  Executed all responsibilities remotely

Aug 2022 – May 2023 · 9 mos · Fort Mill, South Carolina, United States · Remote

•  Established new standards of excellence & formatting for Product Backlog Items (PBIs)/Acceptance Criteria
•  Created &/or modified all PBIs & Tasks
•  Effectuated multiple Scrum meetings with client teams & Stakeholders
•  Effectuated consistent & recurring meetings with Business Partners
•  MDM System was Stibo STEP MDM (Java-based)
•  All work completed in Azure DevOps (ADO)
•  Created BRD (Business Requirements Document) based on PBIs completed (at PM’s request)
•  Educated TCS & client teams on Scrum, Agile Practices, & TCS’ Agile Way Of Working
•  Collaborated with Business Partners on multiple data sources & destinations
•  Advised on best practices for Scrum/Agile, Data Quality, Data Governance, MDM, & Process Improvement
•  Agile Coach for TCS personnel
•  Extensively Coached & Mentored associates/Team Leads on best practices & in advancing their skills/comfort
•  Collaborated with client’s Scrum Masters/Agile Coaches
•  Recommended engagement be expanded to a Growth & Transformation (G&T) effort to include improvements in all Business Processes & Source Data Systems, as opposed to a Transactional Engagement (just applying patches & accommodations for the MDM solution)
•  Worked under minimal supervision in a matrixed international environment with employees & consultants
•  Executed all responsibilities remotely

Feb 2022 – Aug 2022 · 6 mos · Fort Mill, South Carolina, United States · Remote

•  Single Point Of Contact for all Client Lines Of Business (LOB) Leads
•  Led nine (9) different Initiatives over (3) separate Waves of Transition
•  Collaborated with Client LOB Leads on all issues of concern
•  Established new standards of excellence for Transition Process Documentation & Education/Training
•  Established new standards of excellence for Transition Templates, resulting in greater client usage, satisfaction, efficiency, & standardization
•  Educated & trained Client LOB Leads & SMEs on effective Transition Processes
•  Effectuated consistent & recurring meetings with Client personnel
•  Agile Coach for TCS personnel
•  Extensively Coached & Mentored associates/Team Leads on best practices & in advancing their skills/comfort
•  Entered all progress data into TCS’ Transition Management Tool (SAM)
•  Established new standards of excellence in SAM (Transition) entries
•  Ensured all Transition Process Toll Gates & Deliverables were met, or as adjusted in agreement with client
•  Worked under minimal supervision in a matrixed international environment with employees & consultants
•  Executed all responsibilities remotely

Dec 2021 – Feb 2022 · 2 mos · Fort Mill, South Carolina, United States · Remote

•  POC for Data Governance Program (end client Citi, Global Consumer Banking LOB)
•  Business Glossary software to be Collibra
•  Metadata software to be Ab Initio with MetaHub module
•  All work to be done in JIRA
•  Still in process of being on-boarded to Citi
•  Specific details of duties still to be identified
•  While going through the on-boarding process, was given the opportunity to complete MANY relevant LinkedIn and internal TCS Training Courses (LinkedIn Training/Certs added to LinkedIn profile)
•  Expected to work under minimal supervision in a matrixed international environment with employees and consultants, both bi-coastal domestic and overseas

Feb 2021 – Dec 2021 · 10 mos · Charlotte, North Carolina, United States · On-site

•  Corporate Security Data Warehouse Project (DWARF), a multi-source hub for all Corporate Security-related data
•  Worked with Corporate Security business partners on requirements
•  Created End2End Data Dictionaries
•  Worked with data architecture on data structure and details
•  Oracle and SQL Server environments
•  Performed extensive data mining
•  Performed extensive data profiling
•  Performed extensive data quality analysis on source data
•  Advised on process improvements and best practices
•  Agile/Scrum project methodologies
•  Training in Scaled Agile Framework (SAFe)
•  All work done in JIRA
•  Worked under minimal supervision in a matrixed international environment with employees and consultants, both bi-coastal domestic and overseas

May 2019 – Dec 2019 · 7 mos · Charlotte Metro · On-site

•  Corporate Security Data Warehouse Project (DWARF), a multi-source hub for all Corporate Security-related data
•  Corporate Security Mobile App Project
•  Worked with Corporate Security business partners on requirements
•  Created End2End Data Dictionaries
•  Worked with data architecture on data structure and details
•  Oracle and SQL Server environments
•  Performed extensive data mining
•  Performed extensive data profiling
•  Performed extensive data quality analysis on source data
•  Advised on process improvements and best practices
•  Agile/Scrum project methodologies
•  Training in Scaled Agile Framework (SAFe)
•  All work done in JIRA
•  Worked under minimal supervision in a matrixed international environment with employees and consultants, both bi-coastal domestic and overseas

Dec 2019 – Sep 2020 · 9 mos · Charlotte Metro · On-site

•  Collateral Management Unit (CMU) working on ECMP – the Enterprise Collateral Management Platform, a GUI for monitoring and reporting all Collateral Management including real-time data
•  SQL Server environment
•  Performed extensive data mining
•  Performed extensive data quality analysis on source data
•  Advised on process improvements and best practices
•  Revised existing and developed new ingestion Data Controls
•  Worked with CMU business partners on requirements
•  Developed go-forward Data Quality Roadmap
•  Revised Data Dictionaries
•  Learned Collateral Management procedures, terms, and functioning
•  Experience with Hue and Hadoop environments
•  Agile/Scrum project methodologies
•  All work done in JIRA
•  Worked under minimal supervision in a matrixed international environment with employees and consultants

Dec 2018 – Feb 2019 · 2 mos · Charlotte Metro · On-site

•  Business Engagement Lead, connecting with business partners on requirements
•  Advised on best practices for MDM (Master Data Management), RDM (Reference Data Management), and Data Governance
•  Learned SAP Master Data Governance (MDG) and SAP Information Steward (IS) software
•  Advised on improved documentation methods
•  Worked with business partners on UAT
•  Worked with data architecture on data structure and details
•  Advised on process improvement and best practices
•  Agile/Scrum project methodologies
•  Advised on MDM best practices

Mar 2018 – Dec 2018 · 9 mos · Fort Mill. SC · Hybrid

•  Created End2End Data Dictionary for legacy systems and new Enterprise Data Model/ODS
•  Advised on Data Governance (no formal Data Governance structure in place)
•  Advised on Master Data Management initiatives and standards
•  Advised on data modeling
•  Worked on metadata sourcing and analysis
•  Responsible for Source to Target Mapping for Data Lineage
•  SQL and Oracle database environments
•  Subject Matter Expert (SME) for Party and Account Mastered Data Domains
•  Advised on process improvement and best practices
•  Worked closely with Business Partners and developers for requirements gathering and documentation
•  Developed and tested complex SQL queries using SSMS, Oracle SQL Developer, and TOAD Data Point
•  Performed extensive data mining
•  Performed extensive data profiling
•  Performed extensive data quality analysis on Source, MDM, ODS, and Data Warehouse data
•  Agile/Scrum project methodologies
•  Worked under minimal supervision in a matrixed environment with bi-coastal employees and consultants
•  Majority of work done remotely

Apr 2016 – Dec 2017 · 1 yr 8 mos · Charlotte Metro

•  Specifically asked to rejoin former team under same manager during critical expansion time
•  Oversaw a staff of ~125 associates and 9 other Team Leads
•  Worked closely with Sampling Senor Leadership Team
•  Worked with EIT Data Governance and Peer Review
•  Advised on process improvements and best practices
•  Re-wrote numerous procedures to conform to documentation standards as well as for clarity
•  Created numerous procedures from scratch (including extensive screenshots)
•  Successfully migrated of 85% of tests from one line of business (Enterprise Control Functions) I took ownership on
•  Successfully migrated the Operational Risk set of tests (~300)
•  Re-wrote SQL code for efficiency and changes
•  Created SQL queries for tests from scratch
•  Worked with DBAs and Data Owners on data sourcing and access requirements
•  Worked closely with Test Execution Managers and Teams, and Test Owners
•  Worked with Audit and Regulatory Compliance
•  Experienced with Risk & Compliance requirements and standards
•  Worked closely with sample data recipients to identify issues and other areas of concern
•  Responsible for monthly workload assignments for Sample Execution Team (~125 associates)
•  Advised on go-forward strategies
•  Advised on EIT Standards and Metrics
•  Worked on multiple special projects – among them an overall Quality Improvement effortfor the Group Manager
•  Involved in QC/QC testing of new (home grown) applications
•  Considered the Go-To person in Sampling for any issues
•  Ensured that monthly KPIs were achieved
•  Completed performance reviews and input for personnel
•  STEM Technical Coordinator (through TEK Systems) for up to 14 STEM employees
•  Extensively coached employees on best practices and in advancing their skills and comfort
•  Pre-screened potential applicants for suitability - over 150 - (significantly high success rate in Sr Management satisfaction)
•  Coordinated due/delivery dates with Test Execution Team Management for the most effective schedules

Jan 2015 – Dec 2015 · 11 mos · Charlotte Metro · On-site

•  Administrator for Adaptive Metadata software
•  Worked with multiple (Treasury-related) LOBs and their specific metadata needs
•  Worked on Data Governance
•  Worked on metadata initiatives and standards
•  Created and tracked issues with vendor’s ZenDesk web application
•  Created and tracked issues internally using JIRA
•  Teradata, SQL, and Oracle database environments
•  Collected metadata using web-based scanners and Excel spreadsheets
•  Worked with Informatica PowerCenter, SAS DI Studio, and Tableau Reporting experts
•  Subject Matter Expert (SME) for multiple LOBs
•  Developed new and improved existing metadata import templates
•  Advised on process improvements and best practices
•  Worked closely with Business Partners and developers for requirements gathering and documentation
•  Worked closely with ETL SMEs to determine accurate and detailed Data Lineage
•  Developed and tested complex SQL queries using TOAD Data Point
•  Performed extensive QA/QC on vendor platform, identifying bugs and desired/necessary enhancements/improvements
•  Performed extensive analysis on Source systems, Target systems, and collected metadata for accuracy and quality
•  Participated in numerous JAD sessions
•  Understanding of CWM (Common Warehouse Model) for metadata
•  Agile/Scrum project methodologies
•  Worked closely with representatives and technicians from vendor
•  Worked under minimal supervision in a matrixed environment with multi-location employees and consultants

Dec 2015 – Apr 2016 · 4 mos · Charlotte Metro

•  Developed comprehensive Data Catalog, which documented all aspects of data lineage for one of the main databases for CFP&A
•  Established standards for Data Management lineage documentation
•  Deconstructed ETL logic from IBM DataStage
•  Worked with Data Governance
•  Advised on process improvements and best practices
•  Oracle database environment
•  Performed extensive analysis on Source systems, Target systems, and collected metadata to identify accuracy and quality of data
•  Assisted in establishing standards for other Data Management standards and the documentation thereof

May 2014 – Jan 2015 · 8 mos · Charlotte Metro

•  Created End2End Data Dictionary for legacy system and new Enterprise Data Model/ODS
•  Implementation Lead for Informatica MDM initiative
•  Lead Forensic Data Specialist
•  Worked on Data Governance
•  Worked on Master Data Management initiatives and standards
•  Worked on data modeling
•  Worked on metadata
•  Responsible for source to target mapping
•  Created and maintained project business requirements and technical specifications
•  SQL and Oracle database environments
•  Subject Matter Expert (SME) for Party and Account Mastered Data Domains
•  Developed new Requirements template
•  Advised on process improvement and best practices
•  Worked closely with Business Partners and developers for requirements gathering and documentation
•  Developed and tested complex SQL queries using Oracle SQL Developer, TOAD For SQL/TOAD For Oracle/TOAD Data Point, and Crystal Reports
•  Performed extensive data mining
•  Performed extensive data profiling
•  Performed extensive data quality analysis on Source, MDM, ODS, and Data Warehouse data
•  Participated in numerous BRD and JAD sessions
•  Administrator for ASG becubic and co-administrator for ASG Rochade
•  Worked under minimal supervision in a matrixed environment with bi-coastal employees and consultants

Jan 2014 – Apr 2014 · 3 mos · Charlotte Metro

•  Created End2End Data Dictionary
•  Performed Source To Target testing
•  Performed Data Quality Analysis
•  Created and managed Project Test Plan
•  Ran Test Plan in HP Quality Center
•  Entered defects in HP Quality Center
•  Worked with DBAs and Data Owners on data sourcing and access requirements
•  Logged test issues
•  Created ad hoc Crystal Reports for data analysis
•  Worked with Oracle databases
•  Worked under minimal supervision in a matrixed environment with employees and consultants

Aug 2012 – Jan 2014 · 1 yr 5 mos · Charlotte Metro

• Team Lead for Production Support
• Senior Business/Data Analyst responsible for pulling data from source locations and generating random statistical samples based on population and other factors
• Subject Matter Expert (SME) for several of the largest lines of business (Workstreams)
• Was the only Analyst in the group to work all three groups - Production Support, Development, and Business Requirements equally
• Re-wrote numerous procedures to conform to documentation standards as well as for clarity
• Created numerous procedures from scratch (screenshots included)
• Re-wrote SQL code for efficiency and changes
• Created SQL queries for tests from scratch
• Elicited Business Requirements from Business Partners
• Worked with DBAs and Data Owners on data sourcing and access requirements
• Worked with MS SQL Server, Teradata, AS400 databases
• Participated in Workstream forums
• Worked closely with sample data recipients to identify issues with population requirements, gaps, and other areas of concern
• Responsible for monthly workload assignments for Production Support Team
• Advised on process improvement and best practices
• Worked on several special projects – among them an overall Quality Improvement effort for the Group Manager
• Maintained System Inventory and developed new system of tracking data sources and server access procedures
• Considered the Go-To person in Production Support for any issues
• Reviewed, tested, and approved new tests before they were placed in production
• Logged test issues
• Logged requests for replacement samples (when one or more samples fell outside of testing criteria)
• Completed all annual/semi-annual required BAC training courses
• Consistently had the 2nd highest quantity of tests and the most complex tests (tests were generally along Workstream lines)
• Worked under minimal supervision in a matrixed international environment with employees and consultants, both domestic and overseas
• 100% of work done remotely

Aug 2010 – Sep 2011 · 1 yr 1 mo · Charlotte Metro

• Designed, developed, produced, and maintained Data Dictionaries for enterprise-wide Global Corporate Banking (GCB) Navigator project
• Worked closely with other BAs to develop and maintain Project Functional Specification (PFS) documents
• Developed new reports in Business Objects/Crystal Reports to replace existing spreadsheets
• Participated in numerous BRD and JAD sessions
• Worked across Lines Of Business to alleviate duplication of efforts, standardize, and consolidate reports and reporting procedures
• Developed and tested complex SQL queries using TOAD For Oracle/TOAD For Data Analysts and Crystal Reports
• Performed extensive data mining
• Performed extensive data quality analysis on Source and Data Warehouse/DataMart data
• Performed extensive QA/QC testing; UI functionality, design, data accuracy from Dev through Prod environments
• Developed and approved test scripts
• Worked closely with Data Warehouse and DataMart personnel
• Advised on process improvement and data quality issues
• Advised on Data Warehousing prospects, strategies, designs, and expectations
• Advised on DataMart prospects, strategies, designs, and expectations
• Wrote Change Requests/Enhancements
• Entered, updated, and closed defects and change requests in HP Quality Center
• Updated support requests in Maximo
• Completed all annual/semi-annual required BAC training courses
• Worked under minimal supervision in a matrixed international environment with employees and consultants, both domestic and overseas
• Majority of work done remotely

Sep 2011 – Sep 2012 · 1 yr · Charlotte Metro

• Lead Business Analyst (Requirements) for the North American (NAO), Latin American (LAO), and International Operations (IO) Basel Retail (Auto and Mortgage) Teams
• Designed, developed, produced, and maintained Business Requirements Documentation (BRDs) and System Requirements Specifications (SRSs) for all NAO, LAO, and IO Retail Auto projects and NAO Mortgage projects
• Considered a Subject Matter Expert (SME) for Basel II Retail Auto projects
• Participated in numerous JAD sessions
• Worked closely with Business Partners for requirements gathering
• Worked closely with the Oracle Reveleus Technical/Configuration Team to translate requirements into programming and Oracle Reveleus configuration
• Worked closely with the QA/QC Team on defect analysis and remediation
• Worked closely with the Data Governance Team
• Worked closely with the Oracle Business Intelligence Enterprise Edition (OBIEE) Team to develop necessary reports based on business requirements
• Advised on process improvement and data quality issues
• Created and documented Change Requests
• Entered, updated, and closed defects/change requests in HP Quality Center
• Documented all BRDs and SRSs in Borland CaliberRM
• Worked under minimal supervision in a matrixed international environment with employees and consultants
• 100% of work done remotely

Jan 2010 – Aug 2010 · 7 mos

• Data Analyst/Reports producer
• Developed new reports in Business Objects/Crystal Reports to replace existing spreadsheets
• Worked with Design & Engineering Team personnel to develop new reporting databases (SQL Server & Oracle)
• Worked across Lines Of Business to alleviate duplication of efforts, standardize, and consolidate reports and reporting procedures
• Complex SQL queries were developed and tested using SQL Server Management Studio and Crystal Reports
• Worked with legacy Wachovia personnel on merger data and reports
• Advised on process improvement and data quality issues
• Advised on Data Warehousing prospects, strategies, designs, and expectations
• Advised on DataMart prospects, strategies, designs, and expectations
• Worked under minimal supervision in a matrixed environment with employees and consultants

Sep 2009 – Jan 2010 · 4 mos

•  Data Analyst/Reports producer
•  Utilized SQL Server Management Studio 2005 to draw data from various sources including flat files, Teradata, Business Objects, and SQL Server for copy/paste into Excel spreadsheets
•  Utilized SAS v9.1 to draw data from various sources including flat files, Terradata, Business Objects, and SQL Server for copy/paste into Excel spreadsheets
•  Complex SQL queries were developed and tested using SQL Server Management Studio and Crystal Reports
•  Learned mortgage default procedures and information
•  Developed new reports in Business Objects/Crystal Reports
•  Advised on process improvement and data quality issues
•  Advised on Data Warehousing prospects, strategies, designs, and expectations with Automation Team
•  Advised on DataMart prospects, strategies, designs, and expectations with Automation Team

Sep 2005 – Dec 2008 · 3 yrs 3 mos · Los Angeles Metropolitan Area · On-site

•  Project Manager for the Business Objects/Crystal Reports Enterprise (CRE) Upgrade
•  Responsible for management and execution of the design, development, and implementation of highly complex District-Wide Enterprise Reporting software (Business Objects) for the District-wide Maintenance Management System (Maximo) and various other organizational groups
•  Met with subject matter experts and customers in a variety of locations to identify customer business needs and requirements, providing solutions regarding development process improvements and customer education
•  Developed BRDs based on meetings with subject matter experts
•  Worked directly and on-site with business stakeholders to validate business process requirements and reporting/application logic
•  Conducted and attended JAD sessions for numerous projects and upgrades
•  Completed deliverables to support testing efforts, such as test scripts and defect tracking
•  Worked under minimal supervision in a matrixed environment with employees and consultants
•  Assisted with data management, cleansing, and analysis of Maximo Maintenance Management System
•  Completed business and data analysis; advanced interpretation of the mined data in the form of highly complex reports in formats, including information in the form of graphs, charts, and tables, that are understandable by peers and all levels of management
•  Processed large amounts of data for statistical modeling and graphic analysis
•  Identified relationships and trends in data, as well as any factors that could affect the results of research
•  Analyzed and interpreting statistical data in order to identify significant differences in relationships among sources of information
•  Evaluated the statistical methods and procedures used to obtain data in order to ensure validity, applicability, efficiency, and accuracy
•  Evaluated the sources of information in order to determine any limitations in terms of reliability or usability

Mar 2002 – Sep 2005 · 3 yrs 6 mos · Los Angeles Metropolitan Area · On-site

•  Assistant Project Manager/Business Analyst/Senior Technician on the Software Management/Licensing Project - designed to manage and track all software licenses, purchases, and installations
•  Responsible for developing and implementing the Software Management Project, including business and data analysis
•  Responsible for the design, creation, execution, and maintenance of the Software Management/Licensing Project database
•  Developed highly complex statistical reports for the Software Management/Licensing Project utilizing Business Objects/Crystal Reports
•  Conducted and attended numerous JAD sessions
•  Documented testing defects identified during testing and re-testing
•  Completed deliverables to support testing efforts, such as test scripts and defect tracking
•  Met with business stakeholders to identify business needs and gather requirements
•  Responsible for internal HelpDesk Support (Level 3)
•  Assisted in the training of new Customer Support Center personnel
•  Developed all system analysis and software reports for the XP Professional Upgrade Project
•  Specifically assigned to upgrade all systems at the District's five most remote locations for XP Service Pack 1
•  Worked under minimal supervision in a matrixed environment with employees and consultants
•  Responsible for management and execution of the design, development, and implementation of highly complex reports for Customer Support Center statistics
•  Responsible for data analysis and cleansing for Customer Support Center data (Remedy Action Reporting System)
•  Co-developed Customer Support Center metrics
•  Developed highly complex statistical reports for the Customer Support Center utilizing Business Objects/Crystal Reports
•  Customer Support Center statistical analysis reports were utilized as part of individual team member performance evaluations
•  Designed and distributed numerous roll-out/upgrade-related statistical reports using Business Objects/Crystal Reports

Jan 1999 – Mar 2002 · 3 yrs 2 mos · Los Angeles Metropolitan Area · On-site

•  Received HelpDesk 2000 certification
•  Responsible for internal HelpDesk Support (Level 2)
•  Had the highest call resolution rate as well as the highest customer satisfaction rating
•  The Customer Support Center handled calls, emails, and walk-ins from employees across the District
•  Coordinated upgrade, break-fix, and installation efforts with managers and staff at multiple locations
•  Only CSC Analyst to perform on-site support and software upgrades at multiple sites
•  Was the CSC central point of contact for Office Of The CEO and executives
•  Was the CSC central point of contact for all of the District's Desert Offices and their liaison
•  Evaluated all support issues/tickets before they were passed on to other support groups
•  Processed and tracked all trouble calls/emails/issues with Remedy Action Reporting System
•  Designed, created, and distributed reports using Business Objects/Crystal Reports
•  Complex SQL queries were developed and tested using Crystal Reports
•  Supported and used FileNet as the EDM system
•  Supported a wide range of applications and user problems, dealing with all levels of staff, including upper and senior management
•  Worked under minimal supervision in a matrixed environment with employees and consultants

Mar 1998 – Jan 1999 · 10 mos · Los Angeles Metropolitan Area · On-site

• In my role at the Metropolitan Water District of Southern California, I was integral to enhancing the efficiency of the Customer Support Center. I managed Level 2 HelpDesk support, processed trouble calls, and created insightful reports. My contributions significantly improved operational workflows and user satisfaction.