Richard Mann

Business Analyst

Kernersville, North Carolina, United States16 yrs 9 mos experience

Highly Stable

Key Highlights

Built trusted data stores for essential metrics.
Developed centralized reporting systems for improved insights.
Served as a liaison between IT and business leaders.

Stackforce AI infers this person is a Business Intelligence and Analytics expert in the SaaS industry.

Contact

Skills

Core Skills

Business IntelligenceData VisualizationData AnalysisProblem ManagementService Level ManagementBusiness Relationship ManagementCommunication

Other Skills

Salesforce CRM AnalyticsZendeskAdvanced ExcelPower QueryBusiness Intelligence (BI)Microsoft Power QueryPower BIIncident ReportingInformation TechnologyProject ManagementOBIEEJiraConfluence WikiCustomer Facing Incident reportingBusiness Analytics

About

IT professional who migrated to Business Intelligence and Business Analysis because of my love of working with the "business" to deliver exactly what they need to get the most out of their systems and processes. In my career, I’ve had a variety of opportunities: • I’ve created educational game software for a large publisher • I’ve collaborated on inventory systems for a packaging company and a nuclear power plant. • I’ve managed the purchase of 3rd party systems with customizations • I’ve grown my communication and IT skills as a Business Relationship Manager • I’ve been a liaison between senior management at a large computer manufacturing facility and the centralized IT department • I have served in Problem Management for a SaaS company to interface with the Dev and operations teams to produce customer facing post incident reports More recently, I have moved into Business Intelligence and Business Analyst roles to build reporting systems for multinational organizations with diverse technical and business environments. I enjoy building new datasets from multiple sources and departments to produce metrics and trending that deliver new business insights to the highest levels of the organization. In all of these roles, my integrity, work ethic and respect for all people has served to cultivate unfettered communication and foster valued partnerships which gives any project the best chance for success.

Experience

16 yrs 9 mos

Total Experience

5 yrs 7 mos

Average Tenure

Current Experience

Cloudflare

Business Analyst, Cloudflare Support

Aug 2021 – Feb 2023 · 1 yr 6 mos · Remote

Senior management did not have a source of truth from which essential metrics could be pulled and
evaluated. As the first Business Analyst hired at Cloudflare I built trusted data stores from which flowed
rich reporting and visualizations
Responsible for using various techniques to convey complex information and advanced analytics
in a clear and concise manner to drive improved operational efficiency to the business and
improved customer experiences
Owned all the metrics and reporting used by the Support organization to monitor individual and
team performance, team capacity and product health
Created and normalized new relational data models from large source datasets and built
visualizations that enabled the consumption of data in a logical drilldown fashion within
centralized and ad-hoc reporting.
Proven experience communicating with business leaders - launched and led our monthly
business reviews sharing presentations with the VP of Support and his direct reports during
which recommendations were made to improve the team’s performance
Documented and implemented strategic initiatives stemming from the analysis of the new data
identifying patterns and using judgment to form conclusions
Advanced Excel and Power Query experience

Salesforce CRM AnalyticsZendeskBusiness IntelligenceData Visualization

Dell services/quest software

Business Intelligence, Consultant

Nov 2016 – Aug 2021 · 4 yrs 9 mos · Remote

When I started this role, the managers were unable to trust the numbers they were seeing in existing
reporting. Working with IT and the Business Intelligence team, I helped to create a single source of
truth and developed comprehensive centralized reporting for all of Quest Support including
automating CSM customer facing reports.
Designed and developed comprehensive centralized reporting for all of Quest Support
Hands on experience using Power BI creating visualizations with projects such as headcount
capacity processes/reporting
Automated TAM customer facing incident reporting for our largest customers
Created processes to improve Support/Development interactions
Transactional survey reporting, trending, sentiment analysis
Monthly/Quarterly Business reporting for Support management
Captured significant product/actionable survey comments for Support management, Product
Management and Marketing review

Business Intelligence (BI)Microsoft Power QueryBusiness IntelligenceData Analysis

Dell, inc.

2 roles

Service Level Manager/Problem Management

Promoted

Jul 2009 – Nov 2016 · 7 yrs 4 mos · Winston-Salem, North Carolina, United States

Team lead for the Service Level management team during Dell's initial push into ITIL roles and responsibilities. I received much ITIL training during this time as well as performing the duties of a Service Level Manager to define services, update the Service Catalog, interact with other ITIL processes like Change Management, Problem Management, IT support teams and our business partners.
After 4 years, I moved into Problem management and Support analytics reporting for Dell Software Services, including MessageOne SaaS offering where I conducted root cause analysis meetings with DevOps and the Support team, tracked service improvement plans in response to incidents and reported SLA misses and financial impact.

Business Intelligence (BI)Incident ReportingProblem ManagementService Level Management