Summary
Overview
Work History
Education
Skills
Affiliations
Software
Accomplishments
Timeline
BusinessAnalyst

ROTHSCHILDA L. FILS

Product Analyst
Hermitage,TN

Summary

Enthusiastic Product Analyst eager to contribute to team success through hard work, attention to detail and excellent organizational skills. With over 12 years of successful experience in IT and Customer Service. History of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Proven to understand customer requirements and translate into actionable project plans. Dedicated and hard-working with passion for Big Data.

Overview

12
12
years of professional experience
2
2
Language

Work History

Product Analyst

HCA ITG
Nashville, TN
02.2018 - Current
  • Troubleshot incidents reported by end-users by analyzing data using SQL in Teradata and Excel. While verifying our metrics to identify permanent solutions.
  • Organized and led strategic planning sessions defining project milestones, communicated project scope/requirements, deliverables and allocated resources.
  • Acted as liaison between my business partners and technical teams such at ETL, Architects, Software engineers and Testers. While serving as main point of contact for QA and UAT events, assess and prioritize defect remediation.
  • Developed and maintained new tracking dashboard in Service Central and Power BI. Where we tracked and leveraged data trends, aggregate statistics and volume fluctuations outlining operational process to show improvements of areas of concern.
  • Work with project managers and business analysts to ensure project tasks align with desired business outcomes.
  • Support project teams as product subject matter expert, providing detailed knowledge of product function and capability as well as environment in which it is used.
  • Led projects and analyzed data to identify opportunities for improvement.

Incident Response Tech

HCA IT&S
Nashville, TN
10.2015 - 02.2018
  • Provide first & second level support to NOC, UNIX, WINTEL and other IT&S departments including HCA/LifePoint hospitals.
  • Constantly learning new technologies and applications while managing multiple assignments concurrently.
  • Responsible for providing documentation for triage and resolution services to all assigned business service and infrastructure availability incidents within HCA and all other supported business units and affiliates, such as HCA division service desks and shared service centers, vendor representatives and other HCA corporate departments.
  • Take ownership of responsibilities, working individually or with teams to accomplish goals.
  • Drive resolutions to our vendors including StoneBranch, Meditch, AT&T, Cisco TAC, and Level 3.
  • Work collaboratively with team members to solve technological issues.
  • Upkeep includes monitoring, triaging, prioritizing, researching and resolving business service and infrastructure incidents or service requests which, if left unresolved, could affect patient care or revenue.
  • Created encouraging client and vendor support experience while building strong relationships within departments and other technical team members through problem solving, communicating promptly on progress, ensuring timely resolution or escalation.
  • Frequently seeking ways to improve my technical skills as they relate to all areas of our organization through attending classes or online courses through Plural Sight.
  • Provide support with F5 such as enabling and disabling VIP’s or configuration, including training co-works on F5.
  • Collaborated with co-workers on documentation for Network+ for knowledge base purposes for our team.

Customer Service Representative

Parallon Supply Chain Solutions
Nashville, TN
04.2014 - 10.2015
  • Communicated with customers via phone to obtain necessary information. While successfully managing large volume of calls and emails.
  • Work collaboratively with team members to solve technological issues and customer concerns.
  • Address facility account concerns by implementing a call program and schedule. Provided prompt reporting to management, agencies and co-workers.
  • Identified and troubleshoot issues while resolving within timely manner.
  • Answered and logged all incoming calls, emails and faxes that are delivered to our customer service box as they pertain to purchasing, internal control, accounts payable, and our warehouse.
  • Notify customer service supervisor of any unresolved issues.
  • Maintained courteous and professional attitude with customers and co-workers.

Case Manager

New Asurion /DIRECTV
Clarksville, TN
01.2012 - 01.2013
  • Proven record of success while working from home.
  • Investigated and solved customers' issues at the same time completed weekly auditing and reviewed cases.
  • Retained accurate records of correspondence with customers.
  • Met with other managers to discuss possible improvements to customer service.
  • Managed resource utilization and reimbursement for services.
  • Provided additional education and services based on each customer’s individual needs.
  • Courteously communicated with customers. While Advocated for them.

Customer Service Representative

DIRECTV
01.2012 - 01.2013
  • Exceeded weekly sales by average of 3% each month.
  • Resolved technical issues for long term resolutions.
  • Learned new procedures and quickly adjusted to changes based on business needs.
  • Consistently delivered results while balancing multiple responsibilities.
  • Replaced equipment, troubleshot irregularities, and activated new accounts.
  • Attended to each customer with personalized care and concern. Dedicated to providing excellent care experience.

Education

Bachelor of Science - Psychology Enrolled

Austin Peay State University

Skills

    Data Analytics

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Affiliations

Nashville Modern Excel & Power BI User Group

Software

Microsoft Excel

SQL

Microsoft Power BI

Service Now

Tableau

Meditech

F5 load balance

Networking

Accomplishments

    Completion of Server 2012 R2 Capabilities workshop Platforms DSE

Timeline

Product Analyst

HCA ITG
02.2018 - Current

Incident Response Tech

HCA IT&S
10.2015 - 02.2018

Customer Service Representative

Parallon Supply Chain Solutions
04.2014 - 10.2015

Case Manager

New Asurion /DIRECTV
01.2012 - 01.2013

Customer Service Representative

DIRECTV
01.2012 - 01.2013

Bachelor of Science - Psychology Enrolled

Austin Peay State University

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ROTHSCHILDA L. FILSProduct Analyst