Nicholas Gwin
Austin
Summary
Experienced with leveraging data analysis to inform business decisions and optimize processes. Utilizes critical thinking to identify inefficiencies and recommend practical solutions. Track record of collaborating with cross-functional teams to achieve project goals and enhance operational performance.
Overview
8
8
years of professional experience
Work History
Business Analyst I
Texas Facilities Commission
04.2024 - Current
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Developed high-quality documentation to support funding for the IT Department
- Managed multiple web applications as an admin to assist our users.
- Handled the purchase and distribution of IT equipment valued over $700k.
Systems Analyst II
Texas Facilities Commission
11.2023 - 04.2024
- Enhanced system efficiency by identifying and resolving complex technical issues.
- Assisted in the development of long-term IT strategies aligned with overarching organizational goals.
- Conducted comprehensive data analysis to identify patterns and trends, informing decision-making processes.
Customer Support Representative
Marin Software
05.2022 - 08.2023
- Connected with customers to address questions and resolve issues through chat and email.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
Apple Technical Support Agent
Apple
03.2022 - 04.2022
- Increased sales by educating prospects on benefits of products and services.
- Broke down and evaluated user problems, using, personal expertise and non-scripted probing questions.
- Retained over 90% CSAT with over 30 customer surveys.
Ad Review / Client Support Specialist
Accenture
10.2017 - 02.2022
- Researched issues and took appropriate action to ensure speedy resolution
- Trained high-performing team members in multiple policies and workflows
- Managed expectations and exhibited excellent follow-through related to quota and job accuracy.
- Cross-trained and provided back up for multiple projects.
- Drastically increased efficiency and team productivity by discovering new tool that management approved for team use.
Education
Computer Science
Austin Community College
Austin, TXSome College (No Degree) - Communications
Texas State University
San Marcos, TXHigh School Diploma -
Vista Ridge High School
Leander, TX2014
Skills
- Excel / Adobe / Docusign / PostgreSQL / JIRA / Salesforce
- Interpersonal and written communication
- Issue resolution
- Attention to detail
- Personable
- Critical Thinking
- Staff education and training
- Data Analysis
- Goal Oriented
Accomplishments
- Successfully handled the most expensive IT equipment purchase in agency history.
- Participated in multiple fund raising events at Texas Facilities Commission.
- Used Sublime tool to increase team production at Accenture by over 500%.
- Designed a workflow solution for Accenture, resulting in a 500% increase in production efficiency.
Timeline
Business Analyst I
Texas Facilities Commission
04.2024 - Current
Systems Analyst II
Texas Facilities Commission
11.2023 - 04.2024
Customer Support Representative
Marin Software
05.2022 - 08.2023
Apple Technical Support Agent
Apple
03.2022 - 04.2022
Ad Review / Client Support Specialist
Accenture
10.2017 - 02.2022
Computer Science
Austin Community College
Some College (No Degree) - Communications
Texas State University
High School Diploma -
Vista Ridge High School
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