Summary
Overview
Work History
Education
Skills
Websites
Certification
Technicalskills
Awards
Languages
Timeline
Generic
Nael Sawan

Nael Sawan

Vancouver

Summary

Highly skilled Data Analyst with over 15 years of experience in collecting, processing, and analyzing data to support strategic decision-making. Expertise in maintaining data systems, ensuring data accuracy, and transforming raw data into actionable insights. Proficient in identifying patterns, managing databases, and collaborating with management to meet business objectives.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Service Delivery Manager

Nike
07.2015 - Current
  • Conducted comprehensive gap analysis on the ServiceNow Ticketing system, focusing on data modeling, incident/problem management, change/event management, and escalation procedures
  • Developed and optimized input formats for incidents, requests, and access needs, improving customer service efficiency
  • Redesigned workflows to enhance operational efficiency and restructured support group and escalation routes
  • Generated detailed reports, KPIs, metrics, and dashboards to provide actionable insights
  • Led enterprise-wide monitoring rollout and migration projects, ensuring seamless transitions and system integration
  • Collaborated with developers, support groups, offshore teams, and operations to improve service delivery.

Senior Cryptologic Linguist

National Security Agency
05.2005 - 12.2010

Data Analyst

Defense Intelligence Agency (DIA) - Iraqi Survey Group
11.2004 - 09.2006

Arabic Linguist

United States Department of Defense
09.2004 - 09.2006

Arabic Analyst

L-3 Communications
06.2002 - 03.2003

Education

B.Sc. in Information System Technology, Computer and Information Sciences and Support Services -

James Madison University
05.2000

Skills

  • Project creation
  • Solutions Development
  • Customer Engagement
  • Operations Support
  • Client Relationship Management
  • Quality monitoring
  • Business Analysis
  • Project Implementation
  • Incident Investigation
  • Service desk oversight
  • Data Analytics

Certification

  • A+
  • Microsoft Certified: Security, Compliance, and Identity Fundamentals
  • Executive Briefing: Artificial Intelligence (AI) + ChatGPT

Technicalskills

15+ years, 3 years, No, 10 years, 5 years, 2 years, 15+ years, 10 years (Developing dashboards, charts, and visual aids), Government/Public Sector: 20 years

Awards

379 Air Expeditionary Wing Award

Languages

Arabic
Native or Bilingual

Timeline

Service Delivery Manager

Nike
07.2015 - Current

Senior Cryptologic Linguist

National Security Agency
05.2005 - 12.2010

Data Analyst

Defense Intelligence Agency (DIA) - Iraqi Survey Group
11.2004 - 09.2006

Arabic Linguist

United States Department of Defense
09.2004 - 09.2006

Arabic Analyst

L-3 Communications
06.2002 - 03.2003

B.Sc. in Information System Technology, Computer and Information Sciences and Support Services -

James Madison University

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Nael Sawan