Christopher Monzon
Redwood City,CA
Summary
Solution-oriented Support Analyst known for high productivity and efficient task completion. Specialize in troubleshooting, data analysis, and customer service, ensuring smooth technology operations and user satisfaction. Excel in problem-solving, communication, and teamwork to deliver support that meets complex needs. Dedicated, attentive and gifted in coordinating activities. Compiles data, solves problems, and updates records.
Overview
5
5
years of professional experience
Work History
Business Analyst
Velkri LLC
Redwood City, CA
06.2023 - Current
- Assisted in developing strategies for improving overall system performance through capacity planning or optimization techniques.
- Monitored network performance, ensuring systems are functioning properly and responding in a timely manner.
- Answered questions regarding software functionality, troubleshooting hardware and software problems, and configuring system settings.
- Created detailed documentation for all support related tasks including problem resolution steps and best practices.
- Performed daily maintenance activities such as patch management, virus scans, system backups.
- Provided technical support to clients via telephone and email, resolving complex issues.
- Responded to phone and email questions and concerns, resolving many issues daily.
- Documented and tracked cases in system, updating details for repeat support requests.
- Documented user information, issue details and solutions on service tickets and closed tickets upon resolution.
- Documented internal processes and support procedures and compiled information into manuals for use in new hire training.
- Conducted workflow analysis, space design or cost comparison analysis.
- Developed business process flows, wrote detailed user guides, and created training materials to ensure effective use of systems.
- Managed vendor relationships by ensuring timely delivery of products and services.
- Prepared meeting agendas and tracked meeting minutes, recording discussions.
- Collaborated with internal team members and external vendors to satisfy customer requirements.
- Created, analyzed, and validated detailed functional specifications.
- Identified gaps between current state and desired future state operations.
- Facilitated brainstorming sessions with cross-functional teams for problem solving activities.
- Designed test plans, scenarios, scripts, cases, and results matrices to validate system functionality.
- Drafted functional specifications documents outlining project scope, objectives and deliverables.
- Created detailed process flows and user stories to document system requirements and design solutions.
- Prepared documentation summarizing findings from stakeholder meetings and workshops.
- Managed projects and served as primary liaison between client and multiple internal groups to clarify goals and meet standards and deadlines.
- Assessed potential risks, identified risk mitigation strategies, and implemented risk control measures.
- Managed and led meetings and workshops with multiple departments to solidify requirements.
- Conducted insightful, ad hoc analyses to investigate ongoing or one-time operational issues.
- Worked closely with clients, technicians, and managerial staff to provide operational support and project updates.
- Mapped and documented interfaces between legacy and new systems.
- Delivered timely support by tracking issues and communicating resolutions to end users.
- Aligned business strategies and objectives with the capabilities and constraints of business IT systems.
- Managed requirements traceability information and tracked requirements status throughout the project.
- Interpreted, evaluated, and interrelated research data and developed integrated business analyses and projections for incorporation into strategic decision-making.
- Performed daily, weekly, and monthly reviews and analyses of current processes using operational metrics and reports.
- Defined business requirements and reported them back to stakeholders.
Barista
Red Giant
Redwood City, CA
12.2019 - 04.2022
- Showed leadership by training new employees within three months of joining
- Displayed a strong commitment to personal growth and improvement in the workplace
- Thrived in a fast-paced, multitasking environment
- Communicated effectively with coworkers to efficiently complete tasks during busy periods.
Education
B.S. in Statistics (Data Science) -
University of California, Davis
06.2023
Skills
- Python
- Pandas
- SQL
- C
- Data pipeline
- Analysis
- Modeling
- Visualization
- Interpretation
- Statistical inference
- Hypothesis testing
- Machine learning
- Big Data processing
- Computer vision
- Tableau
- API
- Troubleshooting and diagnostics
- Data Compiling
- Excel
- Data structures
- BI tools expertise
- MS PowerPoint
- Microsoft Office
- OOP
- Git
- NLP
- Technical assistance
- Competitive Analysis
- Gap analysis
Languages
Spanish
Limited
Timeline
Business Analyst
Velkri LLC
06.2023 - Current
Barista
Red Giant
12.2019 - 04.2022
B.S. in Statistics (Data Science) -
University of California, Davis
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