Alanna LaFon
Powder Springs,GA
Summary
Results-driven Data Operations Manager with a proven history, specializing in optimizing client relationships through advanced data analysis and system integration. Demonstrated expertise in SQL and cross-functional collaboration has resulted in enhanced data processing efficiencies and increased client satisfaction. Committed to applying technical acumen and strategic engagement to foster organizational growth.
Overview
25
25
years of professional experience
Work History
Senior Technical Manager, Data Operations
CoStar
Atlanta, GA
01.2019 - 11.2024
- Recruited to strengthen data support team managing 900+ data integrations and custom reports.
- Supervised six Data Analysts, ensuring seamless coordination with clients and teams.
- Developed and documented best practices for efficient system migrations.
- Defined a support team to address issues where none previously existed.
- Acted as management escalation contact for all production data issues and inquiries.
- Managed day-to-day operations of the IT department, including staffing and budgeting.
- Developed and implemented policies and procedures for efficient use of resources.
- Conducted performance reviews of staff members in order to identify areas needing improvement.
- Researched emerging technologies and best practices in order to make recommendations for improvements.
- Analyzed customer feedback data to identify trends and opportunities for improvement.
- Ensured compliance with applicable regulations concerning security protocols.
- Collaborated with other departments to ensure effective integration of systems across the organization.
- Advised on best practices for data management and cybersecurity to protect sensitive information.
- Developed forward-thinking solutions to expected technical issues.
Senior Data Support Manager, Data Service /Senior Data Engineer
RISKONNECT
Kennesaw, GA
01.2012 - 12.2018
- Achieved senior position by demonstrating leadership and expertise. Created support team for implementing new data failure management protocols. Led and strengthened an international data support team.
- Set up continuous split shift coverage for client data assistance at zero extra cost.
- Acted as management escalation point for production data issues and inquiries.
- Monitored customer service performance metrics and identified areas for improvement.
- Coordinated with external vendors to resolve complex technical problems.
- Developed and implemented quality assurance procedures to ensure high levels of customer satisfaction.
- Recruited, hired, trained, coached, evaluated, motivated and disciplined personnel as needed.
- Fostered positive and inclusive team culture for support staff.
- Analyzed customer feedback surveys and reported results to senior management staff.
- Assisted in the development of long-term strategies for improving customer service processes.
- Maintained accurate records of all customer interactions and transactions.
- Evaluated employee performance against established objectives and standards.
- Managed daily operations of the customer service department, including staffing schedules and resource allocation.
- Identified opportunities for process improvements within the department.
- Handled escalations from customers requiring additional assistance, or specialized knowledge.
- Facilitated communication between internal departments to ensure efficient problem resolution.
- Conducted regular meetings with staff members to discuss challenges faced by customers.
- Developed strategies for handling difficult situations encountered during interactions with customers.
- Provided ongoing training to maintain productivity and effectiveness of staff.
- Developed departmental goals and standards in line with supporting organization's mission and strategic vision.
- Analyzed data to identify opportunities for improving support levels.
- Resolved complex and escalated support issues.
- Implemented company-wide policy changes and initiatives to improve support capabilities.
- Reported concerns and recommendations from clients and employees to senior management.
- Led weekly team meetings to communicate business updates and review team performance.
- Improved internal processes to increase customer response times and employee productivity.
- Delegated work to staff, setting priorities and goals.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Recruited and trained new employees to meet job requirements.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Reviewed completed work to verify consistency, quality, and conformance.
- Developed data pipelines to ingest and process large datasets.
- Created ETL scripts to move and transform data from various sources into a centralized repository.
- Executed advanced analytics on both structured and unstructured data using SQL/PLSQL.
- Optimized existing queries in order to improve query performance and reduce the load on the server.
- Provided technical support in troubleshooting issues related to data processing or storage systems.
- Integrated multiple heterogeneous sources into one unified source via ETL processes.
- Built complex reports utilizing multiple sources of information from different systems.
- Analyzed user needs and created logical models that met those needs while adhering to industry standards.
- Managed security protocols and access control policies within the organization's databases and systems.
- Ensured data accuracy through regular testing and validation procedures prior to deployment in production environments.
- Developed new functions and applications to conduct analyses.
- Used statistical software to analyze and process large data sets.
- Cleaned and manipulated raw data.
Solutions Architect
CS STARS (NOW MARSH CLEARSIGHT LLC)
Amarillo, TX
01.2011 - 12.2012
- Used PL/SQL, Data Junction, Access, and SQL Developer to analyze data structures and content.
- Transformed data from various source formats into Oracle tables for integration with CS STARS software.
- Generated multiple reports to maintain data accuracy.
- Tasked with programming extensive database and system conversions for optimal results.
- Developed intricate data extracts for diverse client systems, enabling risk tracking.
- Transformed outdated provider system to CS STARS proprietary platform in six months.
- Recognized among hundreds of candidates for resolution support provided to key client issue.
- Developed technical solutions and strategies for a variety of clients.
- Collaborated with stakeholders to ensure customer requirements were met.
- Identified potential risks associated with projects and developed mitigation plans.
- Assisted in developing architecture roadmaps for long-term IT initiatives.
- Ensured compliance with industry standards and security protocols.
- Managed relationships with vendors to maintain effective communication throughout project life cycles.
- Created stored procedures for automating periodic tasks in SQL Server.
- Conducted data analysis using SQL and Python to derive insights and support decision-making processes.
- Streamlined data flow from diverse sources using ETL tools such as Talend, Informatica, and Airflow.
- Documented data architecture designs and changes, ensuring knowledge transfer and system maintainability.
- Monitored data systems performance, identifying bottlenecks and implementing solutions to maintain system efficiency.
- Optimized SQL queries and database schemas for performance improvements in data retrieval operations.
Conversion Programmer
TYLER TECHNOLOGIES
Lubbock, TX
01.2009 - 12.2011
- Company Overview: Nationwide software company providing integrated software and technology services to the public sector
- Joined the public safety conversion team to streamline the data conversion process, including conducting detailed analyses of complex databases to convert data for use with Tyler public safety software
- While supporting multiple client needs, utilized various tools to transform databases, including Visual Basic, SQL, Access, and Data Integrator, prioritizing tasks to ensure that project milestones were met
- Reduced conversion run times by 50% by shrinking and indexing tables and incorporating an ETL tool
- Developed and implemented conversion team protocol that allows sales reps to restore a copy of the client’s converted data to their new database, providing clients instant access to data upon go-live
- Nationwide software company providing integrated software and technology services to the public sector
- Analyzed user requirements to create solutions for software development projects.
- Coded, tested and debugged programs in accordance with established standards.
- Created and modified existing database structures to improve system performance.
- Coordinated with project managers to ensure alignment with client expectations and project timelines.
- Reviewed project specifications, identifying and remedying potential issues that could result in development delays.
Program Analyst / Applications Coordinator, Surgical Service
AMARILLO VA HEALTH CARE SYSTEM
Amarillo, TX
01.2000 - 12.2006
- Provided primary, specialty, and extended care within a division of the Texas VA Health Care Network.
- Oversaw data extraction, correlation, and analysis of surgical services statistics.
- Prepared budgetary reports for surgeon supply funding.
- Decreased clinic wait times to below 30 days.
- Facilitated acquisition of advanced surgical equipment through thorough data evaluation.
- Aided Amarillo VA's transition to electronic medical records in 2004.
- Addressed critical computer malfunctions in high-pressure situations such as operating rooms.
- Provided technical support during the implementation phase by troubleshooting any issues that arise along the way.
- Performed in-depth analysis to help solve diverse problems with program implementation and operations.
- Studied complex data sets and systems to identify positive trends and successful programs.
Education
Bachelor of Science (BS) - Information Technology
University of Phoenix
Skills
- Support Team Development
- Systems Solutions Implementation
- Detailed data analysis with complex data integration
- Client Relationship Management
- IBM Cast Iron
- SQL
- PL/SQL
- T-SQL
- SQL Server/SSIS
- Visual Basic
- Data Integrator
- Visual Cron
- Salesforce
- Requirements gathering
- Information security
- Cross-functional coordination
- Data analysis
- Issue resolution/troubleshooting
- Technical staffing
- Client relationship building
- Client needs assessment
- Performance analysis
- Best practice design
- Process automation
Timeline
Senior Technical Manager, Data Operations
CoStar
01.2019 - 11.2024
Senior Data Support Manager, Data Service /Senior Data Engineer
RISKONNECT
01.2012 - 12.2018
Solutions Architect
CS STARS (NOW MARSH CLEARSIGHT LLC)
01.2011 - 12.2012
Conversion Programmer
TYLER TECHNOLOGIES
01.2009 - 12.2011
Program Analyst / Applications Coordinator, Surgical Service
AMARILLO VA HEALTH CARE SYSTEM
01.2000 - 12.2006
Bachelor of Science (BS) - Information Technology
University of Phoenix