Joanna Marie Splane
Bluffton,IN
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Freelance Online Data Analyst
Telus International
Las Vegas, NV
03.2020 - Current
- Conducted comprehensive data analysis, and data visualization software to extract insights, trends, and patterns from large datasets.
- Generated regular and ad-hoc reports, providing actionable insights to support data-driven decision-making within the organization
- Ensured data accuracy and integrity by identifying and rectifying inconsistencies and errors within datasets.
- Developed strong problem-solving skills by investigating data-related issues and implementing effective solutions.
- Collaborated with cross-functional teams to understand data requirements and communicate analytical findings to non-technical stakeholders in a clear and understandable manner.
Helpdesk Analyst
Lutheran Health Network
Fort Wayne, IN
09.2020 - 06.2023
- Demonstrated a strong understanding of the company's application and services, including Cerner, PING, Citrix, Dameware, Servicenow, Identity Manager, Active Role Server. Proficiently handled and resolved technical issues related to these applications.
- Utilized sharp problem-solving skills to diagnose and resolve technical issues efficiently, ensuring minimal downtime for end-users. Consistently met or exceeded resolution time targets.
- Effectively communicated technical concepts to end-users with varying levels of technical knowledge. Provided clear and user-friendly explanations, both in written documentation and during direct interactions.
- Maintained a customer-centric focus, actively listening to end-users, addressing their concerns, and ensuring their satisfaction with the support provided. Received positive feedback for delivering exceptional customer service.
- Meticulously documented support cases, solutions, and troubleshooting procedures, contributing to a comprehensive knowledge base by the use of google spreadsheets,excel and google docs. This documentation aided in resolving issues efficiently and provided valuable resources for the team.
- Collaborated seamlessly with cross-functional teams, including developers and network administrators, to resolve complex technical issues and streamline support processes. Contributed to a culture of teamwork and knowledge sharing.
- Thrived in fast-paced environments and readily adapted to new tools and technologies. Actively pursued opportunities for continuous learning to stay current in the ever-evolving tech landscape.
- Successfully managed high-pressure situations during peak support times, maintaining composure while ensuring the needs of end-users were met. Demonstrated effective stress management techniques.
Receiving Clerk
Masterspas Inc.
Fort Wayne, IN
06.2020 - 09.2020
- Managed and maintained accurate inventory records, ensuring the availability of necessary components and equipment for production and operations.
- Conducted inspections of incoming materials and shipments to ensure compliance with quality standards and specifications, identifying and reporting any discrepancies or defects.
- Maintained meticulous records of received items, including product specifications, quantity, and any issues encountered during the receiving process.
- Collaborated with suppliers, warehouse staff, and other departments to resolve discrepancies, coordinate deliveries, and ensure seamless supply chain operations.
- Utilized data analysis tools to identify trends and patterns in received materials, assisting in optimizing inventory levels and procurement strategies.
- Actively participated in process improvement initiatives, suggesting and implementing enhancements to streamline receiving procedures, reduce errors, and improve efficiency.
- Developed strong problem-solving skills through quality control and discrepancy resolution, effectively identifying and addressing issues in a timely manner.
- Refined communication abilities by collaborating with various stakeholders, facilitating clear and efficient information exchange.
- Honed documentation skills and attention to detail through maintaining precise records and ensuring data accuracy in the receiving process.
Education
Bachelor of Science - Computer Engineering
University of Perpetual Help System Laguna
Philippines04.2007
Skills
- Critical Thinking
Customer service
Strong oral and communication skills
Data analysis
Phone Technical Support
Work well under pressure
Adept Multi-tasker
Troubleshooting of Computers and Printers
Quick Learner
Active directory
Proficient in citrix environment, PING
Proficient in Microsoft Office Products such as WORD, EXCEL, ONE NOTE
Ticketing system using SERVICENOW
Google application such as Spreadsheet, Google Drive, Calendar
Proficient in visualization tools such as Excel, POWER BI, Tableau
Proficient in Data cleaning
Certification
Programming Foundations with Javascript, HTML and CSS
Duke University
Issued May 2022
Skills : Javascript
Introduction to Javascript
Test Automation University
Issued April 2022
Skills : Javascript
Python Programming
Test Automation University
Issued April 2022
Skills : Python (Programming Language)
System Administration and IT Infrastracture services
April 2022
Timeline
Helpdesk Analyst
Lutheran Health Network
09.2020 - 06.2023
Receiving Clerk
Masterspas Inc.
06.2020 - 09.2020
Freelance Online Data Analyst
Telus International
03.2020 - Current
Bachelor of Science - Computer Engineering
University of Perpetual Help System Laguna