Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Felix Mateo

Bronx,NY

Summary

Analytical professional prepared for this role with extensive experience in data analysis and interpretation. Known for delivering actionable insights and driving process improvements that align with business goals. Highly collaborative team player with focus on achieving results and adapting to changing needs. Skilled in statistical analysis, data visualization, and project management.

Overview

10
10
years of professional experience

Work History

Data/Application Analyst

Optimum Healthcare IT
03.2023 - 10.2025
  • Work with Training Technology Specialist, Trainer(s) and project lead(s) to create and implement improved workflows and enhancements for the Onboarding Concierge Service.
  • Assist in project plans defining deliverables and resources required for successful and seamless execution. Manage tasks to achieve established goals and escalate issues/concerns to project lead. Provide timely updates to the project lead(s).
  • Sustain project workflows and timelines, ensuring deadlines and milestones are met. Responsible for following up on action items identified by project leads.
  • Act on inquiries or problems on behalf of the project leadership, e.g., investigating the problem, gathering the necessary information, reaching out to the appropriate internal and external contacts, etc. and resolving independently when appropriate. Develop hypotheses, analyze, validate, and present findings to project leadership.
  • Created and maintained serval Power BI dashboards and hundreds of Power Automate automations to improve manual workflows.
  • Act as secondary support to our lead application analyst to troubleshoot our onboarding bot/workflow.
  • Write and/or edit various documents, reports and presentations (i.e., meeting and conference materials, minutes, periodic updates, project summaries, and newsletter articles) for assembly and dissemination to the appropriate parties. Develop content for presentations/slides as assigned by project lead.
  • Bring forth ideas for improved automation to increase efficiency and optimize Strategic Ops-related projects.

Help Desk L2 Analyst

Memorial Sloan Kettering
10.2018 - 03.2023
  • Effectively translate complex technical concept into easy-to-understand language to assist non-technical oriented customers
  • Logging and tracking calls to maintain history records and related problem documentation via Remedy ticketing system.
  • Provide guidance and assistance to junior analyst. Resolve all escalated issues from junior analyst.
  • Citrix virtual desktop support. VPN support. Mobile exchange support on iPhone and android devices.
  • Active directory account management and group management. Workstation and asset management via IMS.

Products Service Advisor

Microsoft
08.2015 - 09.2019
  • Provide technical support to customers via phone, in person or electronically
  • Identify, document and communicate potential repair or services to the team and management
  • Educate customers on how to use Microsoft software’s and products
  • Implemented process improvements to streamline service operations and enhance customer satisfaction.
  • Provided exceptional customer service by addressing inquiries and resolving issues efficiently.
  • Mentored junior advisors, enhancing their skills in communication, problem-solving, and conflict resolution strategies.

Education

Computer Technician Training A+ - Information Technology

Per Scholas Institute For Technology
New York, NY
01.2011

General Education Diploma -

Hostos Community College
The Bronx, NY
01.2010

Skills

  • Microsoft Windows 11,10, Microsoft Office 2010-2016, CRM Dynamics experience

  • Microsoft Surface hardware and software troubleshooting

  • Windows 10 and Office troubleshooting

  • Active Directory Remote desktop support Citrix support

  • Time management

  • MS Excel

  • Analytical thinking

  • Microsoft office

  • Customer support

  • Application integration

  • Business process improvement

  • Application analysis

  • Power BI reporting

  • Windows Power Automate

  • Automated workflow creation

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Data/Application Analyst

Optimum Healthcare IT
03.2023 - 10.2025

Help Desk L2 Analyst

Memorial Sloan Kettering
10.2018 - 03.2023

Products Service Advisor

Microsoft
08.2015 - 09.2019

Computer Technician Training A+ - Information Technology

Per Scholas Institute For Technology

General Education Diploma -

Hostos Community College

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