Natashia Marrapese
Columbus,OH
Summary
Experienced professional with 15 years in customer service and IT, most recently as an Associate Business Analyst at a private family office. I'm known for teaming up with support crews to fine-tune business operations through smarter processes, better products, and improved services.
With eight years in IT end-user support, I love solving problems and sharing what I know. I'm great at finding ways to make workflows smoother and boost efficiency across the board. My communication style is all about empathy and quick responses, making sure IT issues get sorted and relationships stay positive.
In past roles, I've been the go-to for internal teams, keeping things running smoothly and fixing tech issues to keep everything ticking. Now as an Associate Business Analyst, I use my experience to bring big improvements and help the whole team succeed.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Associate Business Analyst
Wimmer Solutions On Assignment: Watermark, LLC
02.2024 - 06.2024
- Used Outlook and ServiceNow to address incoming ServiceNow specific inquiries
- Enhanced business processes by analyzing data and creating detailed reports for management review.
- Presented findings from research initiatives in clear and concise manner, allowing stakeholders to make informed decisions without unnecessary delays.
- Developed strong relationships with key partners, fostering collaboration and information exchange that facilitated better overall business performance.
- Contributed to increased customer satisfaction levels by recommending improvements to internal processes based on client interaction experiences.
- Actively contributed to ongoing success of team members by sharing knowledge, insights, and best practices during regular meetings and collaborative working sessions.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Performed gap analysis to identify areas of improvement.
- Collaborated with stakeholders to identify business needs and data sources.
Temp Executive Principal Support
Wimmer Solutions On Assignment: Watermark, LLC
09.2023 - 01.2024
- Contributed to positive work environment with strong interpersonal skills and proactive teamwork attitude.
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Safeguarded sensitive information through proper documentation handling, data entry, and record maintenance procedures.
- Boosted customer satisfaction by promptly addressing inquiries and resolving issues professionally.
- Demonstrated adaptability by quickly mastering new software applications as needed for various tasks and projects.
- Offered technical support and troubleshot issues to enhance office productivity.
Tech Support Specialist
Wimmer Solutions, On Assignment For Watermark, LCC
03.2022 - 09.2023
- Imaged, re-imaged, and upgraded Dell laptops for new and existing users
- Developed user-friendly training materials to facilitate quick adoption of new technologies among team members and clients alike.
- Managed incident ServiceNow ticketing system effectively, prioritizing urgent requests and escalating critical issues when necessary for approximately 250 end users.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Enhanced customer satisfaction with prompt resolutions to technical inquiries via phone, email, or in-person assistance.
- Served as liaison between management and technical staff, translating complex concepts into actionable plans for non-technical stakeholders.
- Developed strong client relationships through consistent communication and attentive service.
IT Help Desk Support
Proliance Surgeons
05.2019 - 03.2022
- Provide IT tech support to over 450 providers in 100 locations, for over 2k employees
- Met annual goal of closing on average 12 tickets daily
- Instrumental in assisting users transitioning from in-office to remote work
- This included creating training material for all staff on how to use MS Teams, VPN, Remote Desktop, Citrix Receiver, and Zoom software
- Volunteered for additional responsibility as back-up to Purchasing Specialist for 6 hours per week while still leading team in resolved tickets.
- Worked effectively in fast-paced environments.
- Self-motivated, with strong sense of personal responsibility.
- Worked flexible hours across night, weekend, and holiday shifts.
- Organized and detail-oriented with strong work ethic.
Help Desk Analyst Tier II
Kitsap Bank
09.2016 - 05.2019
- Worked independently and participated in hiring, contributing to team building and maintaining strong inter-team relationships.
- Provided Tier 1 IT support to non-technical internal users, delivering desk side and remote assistance via phone, email, and chat.
- Collaborated with IT team to identify issue trends, implement proactive solutions, and update technical support best practices.
- Trained new help desk staff, shared best practices, and documented interactions for future reference and analysis.
- Managed critical incidents, installed and repaired software/hardware, reduced call wait times, and activated client accounts.
Patient Coordinator
Kitsap OMS
10.2015 - 09.2016
- Coordinated daily office operations at start and end of day
- Responsible for organizing team lunches and small events
- Scheduled, communicated and provided post-op instructions to patients and their guardians
- Created and maintained relationships with patients for lasting positive impressions.
- Handled sensitive situations with empathy when dealing with distressed patients or those facing serious health challenges.
- Increased efficiency of front office operations through effective multitasking, attention to detail, and organization skills.
Help Desk Analyst Tier 1
Kitsap Bank
09.2014 - 10.2015
- Used Track-It ticketing system to log tickets for approximately 300 end users.
- Averaged 15 calls and 20 ticket's daily
- Assisted with onboarding new employees by setting up accounts and ensuring resource access.
- Developed strong interdepartmental relationships, efficiently solving problems as they arose.
- Contributed to internal knowledge base articles, improving troubleshooting and problem resolution efficiency.
Sr. Client Service Specialist
Kitsap Bank
01.2008 - 01.2014
- Averaged 150 transactions daily
- Window Teller, Vault Teller, and New Accounts
- Advanced from Bank Teller to Senior Client Service Specialist by 2014, leading team meetings, supporting business development, and enhancing client satisfaction through expert guidance and relationship management.
- Championed customer service excellence, driving revenue growth through upselling and cross-selling, and fostering trust and loyalty with key clients.
Education
Accredited Diploma as a Dental Assistant, Complete Program May 2007- May 2008 - Dental Assisting
Everest College
Bremerton, WA03.2008
Skills
- Empathetic, honest, and loyal with customer-centric problem-solving approach
- Skilled in business process enhancement and data analysis
- Strong in stakeholder engagement, relationship building, and collaboration
- Expertise in customer satisfaction improvement and requirement gathering
- Proficient in gap analysis, root cause analysis, and corrective actions
- Contributor to positive work environment with strong interpersonal skills and proactive teamwork
- Experienced in safeguarding sensitive information and adaptable to new software
- Proficient in training material development and incident ticketing system management (Track-It, Ivanti, ServiceNow)
Awards
- Employee of the 2nd Quarter 2013
- Community Partnership Award for 60+ hours of service
- Kudos award winner for October 2019
- Annual Chili Cook-Off winner 2023
Certification
- Blended Adult MHFA First Aid, National Council for Mental Wellbeing | Issued Oct 2023
- Blended Youth MHFA Version 2.1, National Council for Mental Wellbeing | Issued Oct 2023
- Ultimate BA Master Class, BA-Cube.com & BA-Squared, LLC | April-May 2024
Themes:
- The BA Process
- Key Business Analysis Concepts
- BA deliverables
- Listening Skills
- Questioning Skills
- Engaging and Participative Facilitation Skills
Interests and Hobbies
Owned by cat and dog
Armature Photographer
Cooking up new recipes
Scrolling Pinterest & Reddit
Board Games
Socializing
Timeline
Associate Business Analyst
Wimmer Solutions On Assignment: Watermark, LLC
02.2024 - 06.2024
Temp Executive Principal Support
Wimmer Solutions On Assignment: Watermark, LLC
09.2023 - 01.2024
Tech Support Specialist
Wimmer Solutions, On Assignment For Watermark, LCC
03.2022 - 09.2023
IT Help Desk Support
Proliance Surgeons
05.2019 - 03.2022
Help Desk Analyst Tier II
Kitsap Bank
09.2016 - 05.2019
Patient Coordinator
Kitsap OMS
10.2015 - 09.2016
Help Desk Analyst Tier 1
Kitsap Bank
09.2014 - 10.2015
Sr. Client Service Specialist
Kitsap Bank
01.2008 - 01.2014
Accredited Diploma as a Dental Assistant, Complete Program May 2007- May 2008 - Dental Assisting
Everest College
- Blended Adult MHFA First Aid, National Council for Mental Wellbeing | Issued Oct 2023
- Blended Youth MHFA Version 2.1, National Council for Mental Wellbeing | Issued Oct 2023
- Ultimate BA Master Class, BA-Cube.com & BA-Squared, LLC | April-May 2024
Themes:
- The BA Process
- Key Business Analysis Concepts
- BA deliverables
- Listening Skills
- Questioning Skills
- Engaging and Participative Facilitation Skills
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