JEANCARLOS CUEVAS
New Brunswick
Summary
Data Analyst with expertise in application support and workforce systems, focused on optimizing operations through technology. Proven ability to troubleshoot software and hardware issues effectively while collaborating with cross-functional teams to meet organizational goals. Committed to continuous improvement and delivering actionable insights through data analysis. Recognized for leveraging analytical skills and creativity to develop high-impact solutions in dynamic environments.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Workforce Management Data Analyst
St. Luke’s University Health Network
09.2023 - Current
- Implemented and managed Calabrio WFM software to streamline scheduling and operational processes.
- Analyzed large datasets to identify staffing trends, enhancing resource planning.
- Developed and optimized system profiles aligned with business needs.
- Collaborated with management to refine personnel policies and drive service-level adherence.
- Provided real-time operational guidance and technical support across departments.
- Created Workforce Oriented reports utilizing Tableau. Datasets from Twilio and Calabrio.
Workforce Management Analyst
Conduent
09.2018 - 01.2022
- Monitored and optimized workforce schedules, ensuring efficient resource utilization.
- Created detailed reports for executive leadership to drive strategic decisions.
- Assisted IT department with daily system support, setups, and troubleshooting.
- Improved scheduling metrics and team satisfaction through performance analysis.
Retail Store Manager
T-Mobile TPR
01.2016 - 09.2018
- Managed daily store operations and drove revenue growth through team leadership.
- Supervised staff training, sales goals, and customer service initiatives.
- Collaborated with leadership on budget planning and performance reviews.
Customer Service & Tech Support Specialist
United Nearshore Operations (UNO)
01.2013 - 12.2015
- Provided technical support for software, hardware, and network issues across devices.
- Diagnosed problems via phone and chat, escalating to field techs when needed.
- Documented issues and resolutions, improving future service delivery.
IT Supervisor
Dominicana Tours & SICCDATA
09.2007 - 12.2013
- Led a team of designers and technicians in maintaining optimal system and website functionality.
- Managed IT help desk operations, providing Tier 1 and Tier 2 technical support.
- Designed and updated company/client websites to enhance usability and performance.
- Created comprehensive IT documentation for internal use and training.
Education
A.S. - Computer Science
Universidad Tecnológica De Santiago (UTESA)
Santiago, Dominican Republic12-2013
Skills
- Application support and troubleshooting
- Data analysis and reporting
- Calabrio software expertise
- Tableau reporting and visualization
- Performance analysis techniques
- Technical support services
- Scheduling optimization strategies
- Strategic decision-making skills
- Process improvement methodologies
- Customer service excellence
- Microsoft Excel proficiency
- Data cleaning and preparation
- Data visualization and presentations
- Statistical analysis capabilities
- Systems implementation and maintenance
- Workflow optimization practices
- Business process improvement strategies
- Microsoft Office Suite proficiency
- IT help desk support skills
- Software and hardware installation expertise
- Windows OS and PC repair skills
- End-user support and engagement
- Effective communication skills
- Collaborative teamwork abilities
- Multitasking efficiency
- Time management techniques
- Strategic thinking abilities
- Hands-on technical aptitude
- Commitment to learning new technologies
- Adaptability to change
Professional References
- Mike Abreu, T-Mobile Regional Manager, (732) 640-7099
- Felix Padilla, Sr. IT Support Specialist, (732) 322-8368
- Fernando Pena, WFM Analyst Manager, (954) 512-4776
General Skills And Abilities
- Strong communication, collaboration, and customer service skills
- Excellent multitasking and time management in high-pressure environments
- Strategic thinker with hands-on technical aptitude
- Passion for learning new technologies and adapting to change
Core Technical Competencies
- Application Support & Troubleshooting
- Systems Implementation & Maintenance
- Data Analysis & Reporting
- Workflow Optimization
- Business Process Improvement
- MS Office Suite & Excel
- Calabrio WFM, Tableau
- IT Help Desk Support
- Software/Hardware Installation
- Windows OS & PC Repair
- Customer & End-User Support
- Bilingual: English & Spanish
Languages
Spanish
Native/ Bilingual
English
Full Professional
Certification
- Tableau & Data Analytics Introduction – Simplilearn
- Windows & PC Management and Repair – John F. Kennedy Tech Institute
References
References available upon request.
Timeline
Workforce Management Data Analyst
St. Luke’s University Health Network
09.2023 - Current
Workforce Management Analyst
Conduent
09.2018 - 01.2022
Retail Store Manager
T-Mobile TPR
01.2016 - 09.2018
Customer Service & Tech Support Specialist
United Nearshore Operations (UNO)
01.2013 - 12.2015
IT Supervisor
Dominicana Tours & SICCDATA
09.2007 - 12.2013
A.S. - Computer Science
Universidad Tecnológica De Santiago (UTESA)
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