Blanca Lopez Blue

Operations Performance Analyst

• Asses/troubleshoot customer system performance, network, and access issues
• Asses/recommend customer system resource configuration adjustments to internal performance teams via Wavefront dashboard analysis
• Utilize both JIRA, Portal SQL, and Kibana to consolidate back-end task processing history and address system performance degradation trends
• Enhance service performance specific to customer business needs by advocating unique customer use-cases
• Actively monitor customer back-end resource performance for large-scale events (i.e. open enrollment, recruitment, etc.)
• Manage communication and collaboration with development, environment, and other cross-functional teams

Operations Product Analyst

• Asses/troubleshoot customer issues/queries for User Interface, mobile, SAML configuration, and authentication
• Lead Appetize.io implementation communication/requirements, UAT, and created a playbook for cross-functional Support Organization training
• Trace/troubleshoot customer issues using Charles Proxy and browser Developer Tools to effectively remove Personal Identifiable Information (PII) and making trace logs available for corresponding development teams via JIRA
• Enhance User Interface experience specific to customer business needs by advocating unique customer use-cases
• Manage communication and collaboration with product management, development, and cross-functional teams

• Successfully taught college-level Business Calculus and Trigonometry courses to Cal Poly undergraduates
• Executed all lecturer responsibilities independently, including lesson plans, creation of assignments and exams, and hosted office hours
• Effectively communicated grading scheme and responsibilities to my undergraduate grading assistant
• Hosted workshops to enhance undergraduate student learning and success in mathematics

Infotainment System Testing

• Troubleshoot infotainment software for Bluetooth functionality and connectivity
• Trace data for functional issues and communicate high priority software defects to German development team
• Facilitate cross-country test drives to simulate customer interaction/experience with the infotainment software performance for Bluetooth connectivity, voice recognition, and navigation
• Successfully completed initiative to collect provider network signal strength data to analyze network coverage degradation versus infotainment software issues
• Contributed to improving troubleshooting process by redesigning testing use-cases and techniques
• Provided recommendations for infotainment system user experience from the American customer point of view

• Successfully taught college-level Pre-Calculus and Trigonometry courses to Cal Poly undergraduates
• Executed all instructor responsibilities independently, including lesson plans, homework/exams, and hosted office hours
• Hosted workshops to enhance undergraduate student learning and success in mathematics