Ruth Gale
Louisville
Summary
I am an innovative problem solver, able to see the business and technical sides of a problem. Extensive background as a Customer service representative so my relations skills can be utilized to smoothly handle most situations or issues that may arise within, to keep a positive relationship between myself and my co-workers. I have 20 plus years' experience with customer service/IT support.
Senior analyst with robust background in data analysis, financial modeling, and strategic planning. Known for strong collaboration skills and adaptability in fast-paced environments. Adept at leveraging advanced analytical tools and methodologies to drive impactful business decisions. Consistently delivers results through teamwork and solutions-focused approach.
Experienced with complex data analysis and deriving strategic insights to support business decisions. Utilizes advanced analytical tools to optimize processes and enhance productivity. Track record of leveraging data to identify opportunities and drive impactful changes.
Results-focused professional with deep understanding of business analytics and data-driven decision-making. Proven ability to generate valuable insights and streamline processes. Known for effective team collaboration and adapting to dynamic environments. Skilled in data interpretation and strategic planning.
Overview
24
24
years of professional experience
Work History
FSHD SENIOR ANALYST
Papa Johns International
07.2025 - Current
- Offer phone and chat support of the companies' various insurance-based applications.
- Use various knowledge bases to be able to perform the necessary troubleshooting needed to assist the colleagues with these applications.
- Create and route tickets to the team who specializes with the specific applications.
- Troubleshoot various issues within the POS/Linux/SQL.
- Manage ticket queues which include our aged queues, self-service queues, email queues.
- Manage the stores network connection.
- Workday management and training.
- Managed IT service desk tickets, resolving technical issues for end users.
- Performed system upgrades and deployments while ensuring minimal downtime.
- Implemented and maintained IT infrastructure to support company operations.
- Collaborated with cross-functional teams to troubleshoot network and server issues.
- Assisted in developing and implementing IT policies and procedures.
- Conducted user training sessions on new technologies and software applications.
- Maintained accurate documentation of hardware and software inventory.
SENIOR IT SERVICE DESK ANALYST L2
Marsh
06.2021 - 01.2025
- Offer phone and chat support of the companies' various insurance-based applications.
- Use various knowledge bases to be able to perform the necessary troubleshooting needed to assist the colleagues with these applications.
- Create and route tickets to the team who specializes with the specific applications.
- Troubleshoot various issues within the OS including our VPN and Zscaler.
- Manage ticket queues which include our aged queues, self-service queues, email queues.
- Manage the colleagues network connection in office and in home.
- Workday management and training.
- Louisville
STORE SUPPORT
Thornton'sCenter
05.2018 - 06.2021
- Create various service tickets for maintenance.
- Assist with the stores daily paperwork.
- On site network support including the wire management of their network panel/server cabinet.
- Schedule equipment repair with 3rd party vendors.
- Louisville, KY
CALL CENTER AGENT
Charter
03.2016 - 05.2018
- Tech support Tier 2
CUSTOMER CARE AGENT
Optum United Health Care
08.2015 - 03.2016
COLLECTIONS/TITLE CLERK
The Car Store/CSC
12.2014 - 08.2015
- Collections/Call Center Service clerk
SALES ASSOCIATE
Volt-Microsoft
11.2013 - 12.2014
- Merchandising Training customers on how to use and maintain their products
- IT/Repair
RAC ACCEPTANCE/SALES MANAGER
Volt-Microsoft
05.2013 - 11.2013
- Loan officer Coordination of break scheduling and work distribution
- Shipping and receiving of inventory
- Supervision of store
- Processing end of day deposits and all related paperwork
- Assisting in training of staff
- Handling customer concerns
- Cash handling, debit transactions
- Testing of gaming systems
- Ordered, shipped and received inventory
- Call center
MICROSOFT ADVISOR/EASY TECH EXPERT
Staples
01.2011 - 05.2013
- Department Manager, in charge of sales
- Helping management out with start of day/end of day tasks
- Diagnostics, virus removals, parts installation, tune ups, set ups and various other tech work
Assistant Store Manager
Gamestop
08.2009 - 01.2011
- Merchandising and maintaining selected aisle and store
- Coordination of break scheduling and work distribution
- Shipping and receiving of inventory
- Supervision of store
- Processing end of day deposits and all related paperwork
- Assisting in training of staff
- Handling customer concerns
- Cash handling, debit transactions
- Testing of gaming systems
- Ordered, shipped and received inventory
- Louisville, KY
Server/Bartender
Sake Blue Japanese Bistro
12.2008 - 08.2009
- Provided customer service by assisting customers with their needs
- Processed debit, credit and cash transactions
- Knowledgeable with product (menu)
- Various chores to prep the restaurant for opening/closing
- Louisville, KY
Reclamation Agent/Loss Prevention
Geek Squad City
01.2007 - 12.2008
- Diagnostics/Parts installer
- Tested broken units to salvage usable parts for warranty work
- Monitored/Maintained CCTV
- Employee maintenance and e-mail assignment
- Daily sweeps of the premises
- Badge assignment to employees and visitors
- Brooks, KY
Loss Prevention Manager
Lowes Home Improvement
03.2005 - 11.2006
- Maintain the safety of the store, associates and patrons
- Work various audits and reports to prevent operational shrink
- Prevent external and internal shrink
- Daily CCTV maintenance and surveillance
- Monitoring and maintenance of stores e-mail
- Security of stores computer system
- Shelbyville, KY
Area Manager/Loss Prevention Detective/Branch IT Specialist
US Security Associates
08.2001 - 03.2005
- Maintain the safety of the store, associates and patrons
- Work various audits and reports to prevent operational shrink
- Prevent external and internal shrink
- Daily CCTV maintenance and surveillance
- Monitoring and maintenance of office e-mail
- Security of office computer system
- Processing paperwork
- Assisting in training of staff
- Scheduling of Area's Detectives
- Hallandale Beach, FL
Education
DIPLOMA -
School of Business and Computer Technology
Fort Lauderdale, FL06.2001
CRIMINAL JUSTICE - COMPUTER APPLICATIONS (NOT COMPLETED)
Everest University
Northeast East High School - Information Technology
Skills
- Client management
- Client relationship management
- Data analysis
- Performance monitoring
Timeline
FSHD SENIOR ANALYST
Papa Johns International
07.2025 - Current
SENIOR IT SERVICE DESK ANALYST L2
Marsh
06.2021 - 01.2025
STORE SUPPORT
Thornton'sCenter
05.2018 - 06.2021
CALL CENTER AGENT
Charter
03.2016 - 05.2018
CUSTOMER CARE AGENT
Optum United Health Care
08.2015 - 03.2016
COLLECTIONS/TITLE CLERK
The Car Store/CSC
12.2014 - 08.2015
SALES ASSOCIATE
Volt-Microsoft
11.2013 - 12.2014
RAC ACCEPTANCE/SALES MANAGER
Volt-Microsoft
05.2013 - 11.2013
MICROSOFT ADVISOR/EASY TECH EXPERT
Staples
01.2011 - 05.2013
Assistant Store Manager
Gamestop
08.2009 - 01.2011
Server/Bartender
Sake Blue Japanese Bistro
12.2008 - 08.2009
Reclamation Agent/Loss Prevention
Geek Squad City
01.2007 - 12.2008
Loss Prevention Manager
Lowes Home Improvement
03.2005 - 11.2006
Area Manager/Loss Prevention Detective/Branch IT Specialist
US Security Associates
08.2001 - 03.2005
CRIMINAL JUSTICE - COMPUTER APPLICATIONS (NOT COMPLETED)
Everest University
Northeast East High School - Information Technology
DIPLOMA -
School of Business and Computer Technology