Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Montez Jones

Kennesaw,GA

Summary

Recent graduate with a solid foundation in data analytics and practical experience gained through academic projects and internships. Demonstrates strong teamwork, problem-solving, and time management skills. Motivated to pursue a career and make impactful contributions with unwavering commitment and drive.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Helpdesk Specialist

Fiserv
01.2022 - Current
  • One of the top 3 candidates to become next team lead due to exceeding call/troubleshooting quality of up to 98% monthly passing rates
  • Leveraged strong communication skills to convey complex information clearly during customer interactions, improving client understanding of resolutions provided.
  • Enhanced customer satisfaction with timely resolution of complex technical problems.
  • Streamlined troubleshooting processes for increased productivity and reduced downtime.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Researched and identified solutions to technical problems.
  • Maintained documentation and resources regarding problem resolution for reference in future instances.
  • Contributed toward continuous improvement initiatives throughout the organization by sharing lessons learned and best practices from troubleshooting experiences.

Team Lead

Fiserv
01.2022 - Current
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Coached team members in techniques necessary to complete job tasks.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Assisted in recruitment to build team of top performers.
  • Collected, arranged, and input information into database system.
  • Gathered, organized and input information into digital database.
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.

Data Analyst Intern

Netflix Inc.
09.2023 - 12.2023
  • Proficiently extracted diverse realworld data requests, encompassing sales/subscriber volume, subscriber and revenue growth, stock performance, and consumer demographic metrics for Netflix’s subscriber operations and financial data, while utilizing Snowflake in a hands-on boot camp setting
  • Conducted thorough data validation and cleanup, ensuring accuracy and reliability of datasets used for analysis.
  • Optimized SQL queries for faster processing times, increasing overall productivity within the team.
  • Completed data cleaning and data validation of existing spreadsheets to promote robust data management platform, resulting in accurate data analysis and entry.
  • Skillfully crafted complex calculated fields, significantly contributing to the formulation and execution of intermediate SQL calculations to create key metrics.
  • Enhanced data visualization capabilities for better decision-making with the use of advanced BI tools.

Support Services Specialist

Grubhub Inc.
01.2019 - 01.2022
  • Enticed end users to continue using the service by exceeding company expectations
  • Collaborated with cross-functional teams to improve product knowledge and ensure seamless support delivery.
  • Boosted customer retention with exceptional service and timely resolution of concerns.
  • Increased customer loyalty through proactive communication and follow-up after issue resolution.
  • Responded to customer requests for products, services, and company information.

Education

eXcelerate Analyst Training -

12.2023

In Person SQL Beginner and Intermediate Boot Camp Training -

11.2023

Associate of Arts - Design And Media

Chattahoochee Tech
Marietta, GA
01.2017

Skills

  • SQL
  • Query Writing
  • Data Analysis
  • Snowflake
  • Design and Media
  • Data formatting
  • Data Visualization
  • BI dashboards
  • Model data

Certification


  • CompTIA Network+ - Computing Technology Industry Association.
  • In Person SQL Beginner and Intermediate Boot Camp Training (September 2023 - November 2023)

Timeline

Data Analyst Intern

Netflix Inc.
09.2023 - 12.2023

Helpdesk Specialist

Fiserv
01.2022 - Current

Team Lead

Fiserv
01.2022 - Current

Support Services Specialist

Grubhub Inc.
01.2019 - 01.2022

In Person SQL Beginner and Intermediate Boot Camp Training -

eXcelerate Analyst Training -

Associate of Arts - Design And Media

Chattahoochee Tech

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Montez Jones