Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Raphael Fernandez

San Antonio,TX

Summary

Accomplished Process Improvement Analyst with an extensive career spanning over 8 years, adeptly navigating program management, data analysis, and the nuanced craft of process enhancement. A deep commitment to operational excellence drives success in Lean principles, encompassing the intricacies of root cause analysis, bespoke solution development, and data-driven insights.

Experienced in workflow mapping and proactive risk management consistently fosters heightened production and workflow efficiency. An experienced track record subtly highlights a consistent history of delivering impactful process enhancements, showcasing strong organizational skills and effective troubleshooting abilities. Poised to drive essential changes and elevate operational standards within the esteemed organization.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Process Improvement Coordinator

Jubilee Academies
04.2018 - 07.2023
  • Collaborated with district leaders and teams to identify operational objectives and define essential quality enhancement initiatives.
  • Engaged with diverse cross-functional district teams to create tailored solutions spanning from District-level to Administration-level needs.
  • Spearheaded the development of an efficient report processing system, enhancing data cleansing from our SIS and HRIS data systems by up to 90%.
  • Designed multi-departmental process maps using Microsoft Visio to assist in process analysis and improvement efforts.
  • Gathered, documented, and modeled data to assess business trends.
  • Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
  • Recommended operational improvement plans for schools using quarterly QA survey and enrollment data.

Knowledge Management Senior Analyst

HCL Technologies/USAA
04.2016 - 11.2018
  • Developed standard operating procedure (SOP) for knowledge creation and retirement, ensuring consistent and efficient management of knowledge assets. Resulting in an 85% decrease in erroneous new articles submitted to our knowledge base.
  • Led technical writers and quality team to enhance service desk analysts' operational performance
  • Collaborated with Operational and Quality Assurance teams for smooth and efficient roll-out of new products.
  • Led migration of knowledge database to a new system, ensuring minimal disruption to users during the transition.
  • Worked closely with corporate architects to understand technical requirements, ensuring on-time and within-budget completion of knowledge migration.

Technical Writer

HCL Technologies/USAA
05.2015 - 04.2016
  • Thrived in a fast-paced environment, consistently meeting tight deadlines while adhering to company policies and editorial guidelines.
  • Collaborated with a data analyst to extract various quality, operational, and usage reports, facilitating the identification of our most frequently used solutions.
  • Leveraged report findings to implement multiple improvements, such as optimizing keywords for challenging-to-find solutions, enhancing their visibility in knowledgebase searches.
  • Regularly reviewed and edited the top 20 most-used knowledge base articles, aiming to improve solution success rates and reduce the need for user callbacks.
  • Conducted regular sessions with new analyst classes, sharing best practices for effective solution searching and usage.
  • Served as a solutions Subject Matter Expert (SME) for the Service Desk, collaborating with various corporate teams to develop and author system-specific solutions for issues concerning those systems.

Business Applications Analyst

K-Force Staffing/USAA
02.2013 - 05.2015
  • Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions
  • Effectively communicates, both verbally and in writing, while meticulously documenting troubleshooting steps within ticketing systems
  • Worked effectively and efficiently in fast-paced environments
  • Partnered with cross-functional teams, including operations, technical, and quality, to develop and enhance knowledge base solutions
  • Analyzed existing systems and databases and recommended enhancements to solve business needs
  • Developed diagrams to describe and lay out logical operational steps


Education

Bachelor of Arts - Computer Studies

Saint Xavier University
Chicago, IL
05.2012

Skills

  • Advanced Excel & Google Sheets: Proficient in complex formulas
  • Tools: Microsoft Visio, SQL, Google App Sheet, Adobe Sign, Tableau, Qualtrics, Service Now, Incident IQ, Ticketing Systems, Microsoft Office Suite
  • Workflow mapping and development
  • Business Application Testing
  • Daily and ad hoc Reporting
  • Data Analytics, Integrity, and Quality Assurance
  • Six Sigma Methodologies
  • Metrics Determination and Quality Procedures
  • Knowledge Base and System Documentation
  • HRIS (Human Resource Information System) expertise

Accomplishments

  • Collaborated with District Leadership to create and execute a Teacher Incentive System, delivering $1.2 million in teacher bonuses for 22-23 School year and boosting teacher retention by 52%
  • Streamlined HR Onboarding Process, consistently reducing onboarding time by over 1 day and eliminating hiring season bottlenecks
  • Assisted various district teams in developing tools and processes during the Covid-19 lockdown.
  • Designed and implemented a digital Nurse pass system initially piloted at one school, later adopted district-wide, enabling the Health Services department to efficiently manage student health data
  • Successfully assisted in the migration over 50k knowledge without any data loss or corruption.
  • Trained top-performing offshore analyst teams in Mexico and India
  • Served as an SME for USAA Security systems team in designing and deploying a new enterprise password reset system
  • Proposed and implemented 22 Value Add ideas for the USAA Service desk, yielding approximately $450k in cost savings
  • Awarded the Employee Championship Belt for two consecutive quarters in Summer and Fall 2022.
  • Recognized with the Service Desk Analyst of the Quarter Award


Certification

  • Six Sigma Yellow Belt (LSSYB)

Timeline

Process Improvement Coordinator

Jubilee Academies
04.2018 - 07.2023

Knowledge Management Senior Analyst

HCL Technologies/USAA
04.2016 - 11.2018

Technical Writer

HCL Technologies/USAA
05.2015 - 04.2016

Business Applications Analyst

K-Force Staffing/USAA
02.2013 - 05.2015

Bachelor of Arts - Computer Studies

Saint Xavier University

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Raphael Fernandez