Ricardo Arce
Norwalk,CT
Summary
Experienced Senior Business Analyst with 9+ years with the company. Progressing from Tier 3 technical support rep, leadership roles, to current corporate roles. Consistently exceeded expectations in annual performance evaluations for fiscal years 2022 and 2023. A 3-time Charter Achievement Award winner, I’ve spearheaded 105 operational enhancements within the last 2 years through cross-functional collaboration. My strategic roadmap improved sales order processes, reduced manual interventions, and resolved equipment mismatches, resulting in significant revenue gains.
Overview
11
11
years of professional experience
Work History
Senior Business Integration Analyst
Charter Spectrum
02.2023 - Current
- Perform duties of a Business Integration Analyst with additional responsibilities, goals, and KPIs.
- Act as a SME/Mentor to other departmental BAs on process-analysis, solutioning, and cross-functional engagement.
- Create project roadmaps with focus to specific goals and KPIs.
- Create PowerPoint presentations/slides for direct view of executive leadership.
Business Integration Analyst
Charter Spectrum
07.2021 - 02.2023
- Initiate and support efforts to simplify and enhance the customer experience and improve business operations.
- Analyze data to identify trends, patterns, or opportunities to propose/implement solutions to operational pain points.
- Collaborate with Cross-Functional Teams to investigate and define requirements that are in line with business needs.
- Assist in gathering and writing business requirements, user stories, and post project evaluations.
- Create reports, charts, graphs and presentations to aid in proposing new strategies and business changes.
- Engage in creative problem solving to design future-state business rules, process flows, and user experience.
- Take ownership of projects from beginning to end and act as a SME to business rules, use-cases, and user-stories.
Supervisor- Internet & Voice Repair
Charter Spectrum
03.2020 - 07.2021
- Lead, inspire, motivate, and support activities of a Repair Team of 20 to achieve customer satisfaction and departmental performance goals.
- Host and present weekly team meetings and respond to questions and feedback.
- Create procedural documents/presentations for the Repair Team based on weaknesses to ensure knowledge and use of tools and processes.
- Coordinate with Management to analyze and identify areas of opportunity with processes and tool functionality to meet department goals.
- Monitor Supervisory Reports and assess how it relates to performance, departmental goals, and establish coaching strategies.
- Interview potential Repair candidates and recommend hire.
- Evaluate escalated issues and implement resolution and improved service quality.
Lead - TIER 3 Tech Support
Charter Spectrum
04.2017 - 03.2020
- Provide technical expertise on Spectrum’s diagnostic tools, processes, and procedures to a Repair Team taking live calls.
- Handle escalated service issues and Supervisor calls up to resolution.
- Coordinate with Supervisors to identify strengths and weaknesses or necessary training for improved performance.
- Create, track, and work escalated Single Customer Issue & Multi-User Issue Tickets.
- Analyze escalated issues and identify/implement solutions that improve service quality.
TIER 3 Tech-Support Specialist REP 1-3
Charter Spectrum
03.2015 - 04.2017
- Consistently maintained departmental top-performing standards from Rep 1 through Rep 3.
- Provide world-class technical support to High Speed Data, Digital Phone, and Video over IP customers.
- Practice analytical and problem-solving skills using advanced diagnostic tools to resolve customer issues.
- Mentor new-hires during nesting, assess their performance, and provide constructive feedback to Supervisors.
- Complete performance evaluation reports of new hires and suggest training opportunities for supervisor review.
I.T Associate/Freelance Computer Technician
Pet Barber Mobile Grooming Spa
02.2013 - 03.2015
- Maintain an independent small business including; management, scheduling, financials, and training clients.
- Consult with clients to identify system needs to build custom desktops, recommend upgrades to existing systems and/or LAN setup.
- Research, present, and implement business-specific software
- Train end-users on business-specific software and proper network security measures.
- Perform wiring and configuration of computer systems, router, switches, and printers.
- Diagnosed and repaired hardware/software malfunctions, ensuring optimal computer functionality and customer satisfaction
Education
Leadership Essentials Certification - Organizational Leadership
Cornell University
ECornell, Online03.2024
Business Analytics Certification - Computer Systems Analysis
Cornell University
ECornell, Online01.2023
CompTIA A+ - Information Technology
Technical Institute of America
New York, NY01.2014
Associate of Applied Science - Information Technology
University of Phoenix
Jersey City01.2012
Skills
Business/Systems/Process Analysis
Cross-Functional Collaboration
Strategic Planning
People Leader
Risk Assessment
Data-Driven Decision Making
Presentation Skills
Process Improvement
Change Management
Requirements Gathering
Project Management
Critical Thinking
Effective Written/Verbal Communication
Timeline
Senior Business Integration Analyst
Charter Spectrum
02.2023 - Current
Business Integration Analyst
Charter Spectrum
07.2021 - 02.2023
Supervisor- Internet & Voice Repair
Charter Spectrum
03.2020 - 07.2021
Lead - TIER 3 Tech Support
Charter Spectrum
04.2017 - 03.2020
TIER 3 Tech-Support Specialist REP 1-3
Charter Spectrum
03.2015 - 04.2017
I.T Associate/Freelance Computer Technician
Pet Barber Mobile Grooming Spa
02.2013 - 03.2015
Leadership Essentials Certification - Organizational Leadership
Cornell University
Business Analytics Certification - Computer Systems Analysis
Cornell University
CompTIA A+ - Information Technology
Technical Institute of America
Associate of Applied Science - Information Technology
University of Phoenix
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