Bryant Robinson
Hazel Crest,IL
Summary
Technologically skilled professional with many years of experience analyzing critical metrics and trends to investigate and resolve troubleshooting requests. Dedicated to leading detailed IT investigations and developing resources for technology management based on organizational and governmental expectations. Hands-on approach to fielding requests for service by documenting issue settlement to assist large-scale project maintenance. Detailed support for hardware and software assessment to maintain organizational project planning, performance, and scale.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Data Analyst
JPMorgan Chase
Chicago, IL
10.2021 - 05.2024
- Researched beneficiaries, analyzed documentation, and delivered payment transactions for death benefits involving investment and retirement accounts for the wealth management estate team.
- Performed quality assurance duties, assuring that all necessary documentation is received, policies are followed, and payment percentages are accurate according to the decedent's request.
- Allocated the liquidation of stocks, bonds, and mutual funds into the beneficiaries' account, as well as distributed residual income.
- Analytical and investigative approach to paying multiple beneficiaries and ensuring all documentation received aligns with federal and state regulations.
- Communicate with clients and colleagues to resolve problems involving accounts.
- Generate reports to share the analysis of operational metrics with management.
- Developed dashboards with Tableau to monitor key performance indicators.
- Leveraged SQL queries to extract, transform and load data into databases.
- Conducted exploratory analysis of complex datasets using Python libraries such as NumPy and Pandas.
- Utilized advanced analytics tools such as SAS, SPSS, Excel PowerPivot, to manipulate large volumes of structured and unstructured data sets.
- Monitored performance and quality control plans to identify improvements in data systems.
- Worked closely with management to prioritize business and information needs.
- Collaborated with cross-functional teams to prioritize business and information needs.
Customer Service Advocate Team Lead
Cintas
Chicago, IL
07.2018 - 04.2020
- Provided coaching and training to new employees
- Assisted new employees with strategies and effective ways on completing a task effectively
- Provide verbal/written feedback to new employees and upper management
- Aid all CPRs to ensure the best satisfactory result during live calls
- Answering customer calls and providing prompt issue resolution; data entry, and assisting in account reconciliation
- Preparing reports and invoices; processing new accounts and orders; making outbound customer calls to obtain information and/or to provide follow up to resolve customer issues; and occasional miscellaneous projects
- Communicate effectively with I.T team for resolving system issues for partners and customers
- Mentor Partners on handling calls as well as updated policies and procedures
- Coordinates team meetings and celebrations
- Handles complex and escalated calls
I.T Helpdesk Support
Comcast
Woodridge, IL
01.2018 - 07.2018
- Corrects discrepancies on customers' accounts, and researches service disruptions as necessary
- Aides by troubleshooting issues with routers, home network, and various brand equipment
- Educates customers on self-help options and handling equipment efficiently
- When appropriate, follow established escalation procedures to expedite prompt resolution
- Handles billing overflow calls
- Demonstrated ability to establish and maintain effective relationships with customers
- Act as a product consultant, articulating product features and benefits and making recommendations based on customer needs/interests; identifying buying signals and asking for the sale, reselling current value or right-size, delivering a quality customer experience
Call Center Team Lead
Maximus
Chicago, IL
12.2012 - 01.2018
- Assisting clients with enrolling in Medicaid insurance as well as educating them on qualification requirements
- Coordinates team meetings and celebrations
- Handles complex and escalated calls
- Monitor real time Adherence through Avaya system
- Deliver reports to management via MS Office/Word/Excel/Access/Outlook and NICE IEX WFM
- Drive service levels to the optimal level through analysis of trends and performance
- Mentors Customer Service Representatives on handling calls as well as updated policies and procedures
- Accesses, reads, and interprets customer information and provide data elements on various computer systems
- Communicate effectively with I.T team for resolving system issues for a CSR
Education
Certificate - Cyber Operations And Warfare
Qurate Tech Bootcamp
Online07-2024
Master of Science - Management of Information Systems
University of Phoenix
Tempe, AZ05.2022
Bachelor of Science - Business, Small Business Management and Entrepreneurship
University of Phoenix
Tempe, AZ01.2018
Skills
- Data management
- Leadership
- Effective communication
- Troubleshooting
- Data Visualization and Presentations
- Data quality
- SQL
- Analytical Problem Solving
- Data screening
- Data Validation
- Organizational Skills
- SIEM
- Tableau
- Microsoft Excel
- Python
- Governance procedures
- Expense analysis
- Business development support
- Project coordination
- IT infrastructure
- Business Management
- Business Analytics
- SQL
- Strategic Planning
- Project Management
- Cybersecurity analysis
Certification
- ISC2 - Certified Cybersecurity Professional
- IBM - Introduction to Cybersecurity Tools & Cyber Attacks
- Google - Technical Support Fundamentals
Accomplishments
- Promoted to Quality Assurance Data Analyst in 2022
- Hired within 6 months from consultant to full time employee with J.P Morgan Chase in 2022
- Promoted from Customer Service Rep to Team Lead, Cintas Year 2018
- Promoted to Team Lead with Maximus due to a constant high proficiency rating in 2015
References
References available upon request.
Timeline
Data Analyst
JPMorgan Chase
10.2021 - 05.2024
Customer Service Advocate Team Lead
Cintas
07.2018 - 04.2020
I.T Helpdesk Support
Comcast
01.2018 - 07.2018
Call Center Team Lead
Maximus
12.2012 - 01.2018
Certificate - Cyber Operations And Warfare
Qurate Tech Bootcamp
Master of Science - Management of Information Systems
University of Phoenix
Bachelor of Science - Business, Small Business Management and Entrepreneurship
University of Phoenix
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