Shannon Blackledge
Baltimore
Summary
Results-driven IT professional with a robust background in quality assurance and data analysis. Demonstrated ability to enhance operational efficiency and support data-driven decision-making through meticulous data management and process optimization. Proficient in Salesforce and Zendesk, with advanced skills in report generation and Excel analytics. Eager to leverage analytical expertise and collaborative skills in a Data Analyst role within the tech industry.
Overview
12
12
years of professional experience
Work History
Service Desk Analyst
TEKsystems
12.2024 - Current
- Provides first level technical support to external users via with ServiceNow ticketing system.
- Diagnose and troubleshoot technical issues, Ensuring timely and effective resolutions in alignment with service level agreements.
- Escalate unresolved issues to upper level support team, and follow up with users until the issues are resolved.
- Strong customer service and communication skills.
- Demonstrates proficiency with ticketing systems (specifically ServiceNow), and the ability to manage time and multitask effectively in a fast-paced environment.
Data Analyst
Trident Care LLC
06.2020 - 02.2022
- Conducted data analysis and quality assurance, ensuring the accuracy and efficiency of operations through advanced Excel techniques
- Analyzed and monitored contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to maintain compliance and operational standards
- Processed and formatted documentation, ensuring alignment with company quality standards using Microsoft Word and PowerPoint
- Utilized SaaS platforms to streamline data management processes, optimize performance, and enhance reporting accuracy
- Collaborated effectively within a dynamic environment, adapting to changing priorities and managing workload to meet deadlines
Quality Analyst
Trident Care LLC
07.2013 - 06.2020
- Utilized Salesforce (SaaS) to analyze sales data, track customer interactions, and generate actionable reports for sales teams, leading to data-driven decision-making
- Conducted data extraction, transformation, and loading (ETL) processes within Salesforce for accurate and timely reporting
- Developed custom reports and dashboards in Salesforce (SaaS) to visualize key performance metrics, sales trends, and drive business growth
- Managed Zendesk (SaaS) data, optimizing customer service operations by analyzing support tickets, response times, and customer satisfaction metrics
- Implemented data-driven strategies to enhance customer support efficiency and satisfaction, leveraging insights from SaaS tools to improve service delivery
Education
IT Support End User Course -
Per Scholas Baltimore
09.2024
Skills
- Technical support
- Service desk support
- ServiceNow expertise
- Troubleshooting
- Lan/WAN Configurations
- Attention to Detail
- Exceeds under pressure
- DHCP/DNS Ethernet and Firewall
- KPI Analysis
- Salesforce CRM
- Sales Data Analysis
- Customer Interaction Tracking
- Report Generation & ETL Processes
- Custom Report & Dashboard Development
Timeline
Service Desk Analyst
TEKsystems
12.2024 - Current
Data Analyst
Trident Care LLC
06.2020 - 02.2022
Quality Analyst
Trident Care LLC
07.2013 - 06.2020
IT Support End User Course -
Per Scholas Baltimore