Susan Love
Hutto
Summary
Senior Data Analyst with expertise in Service Desk systems, KPI reporting, and exploratory data analysis. Proven ability to enhance processes and improve customer support through data-driven insights. Recognized for high productivity and effective communication skills, ensuring seamless operations and stakeholder satisfaction. Committed to advancing organizational goals through proactive problem-solving and performance analysis.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Business Intelligence/Service Level Coordinator
GovCIO
Austin
10.2025 - Current
- Assisted in the contract transition, as well as the ITSM tool transition from Remedy to ServiceNow.
- Analyzed data to identify trends, and recommend process improvements for efficiency and data governance.
- Collaborated with the USCG Metrics team to develop a unified approach to reporting designs and calculations.
- Documented service-level agreement proposals and analyzed potential areas of concern.
- Monitored and evaluated performance against proposed SLAs to identify areas in need of refinement and discussion.
- Participated in meetings with customers as needed to discuss current or future service level goals and objectives.
- Collaborated with cross-functional teams to gather data requirements and specifications.
- Documented and validated operational and organizational ServiceNow dashboards and reporting methodology.
Business Intelligence Sr Advisor/Service Level Management Lead
Peraton
Austin
01.2023 - 09.2025
- Executed Service Level Agreement (SLA) management including process development, calculation, coordination with Service Owners and Stakeholders, and delivery for the United States Coast Guard IMS Program.
- Developed and implemented data cleaning and issue analysis in ITSM Incident data for trend analysis and continuous improvement opportunities.
- Essential team member for yearlong Contract baseline redesign efforts to better align Task Order to current environment working jointly with the USCG to restructure and refine SLAs for performance measurement.
- Managed the joint development of 26 separate Concept of Operations documentation for SLA reporting between Peraton and USCG.
- Principal member of Cross team collaborations (internal and customer), implementing the transition and stand up of the new IMS program.
- Led Data Analysis team as part of the Program Management Office to facilitate deliverable reporting, data analysis, KPI development, dashboards, and SLA deliverable compliance.
- Prepared and managed the Quarterly SLA Incentive and Disincentive financial report for customer delivery.
- Core member of Performance Management Office (PMO) managing monthly and quarterly deliverables.
- Executed Service Level Agreement (SLA) management including process development, calculation, coordination with Service Owners and Stakeholders, and delivery for the United States Coast Guard IMS Program.
Sr. Data Analyst/Principal Business Process Consultant
Peraton/Northrop Grumman
Woodlawn
06.2014 - 01.2023
- Built out the data and reporting programs from the ground up using ITSM tools (ServiceNow, Remedy), SAP Business Objects, SQL and Excel to provide real-time insights into issue trending, contact volume and business KPIs.
- Designed and implemented customer facing Dashboards in ServiceNow to aid in business management and decision making, allowing for immediate and real time updates, while reducing the volume of email hard copies created.
- Senior team member in system implementation, data structure, and reporting transition for 2 major ITSM tool implementation projects.
- Developed and implemented Reporting process improvements and reduced processing time for delivery.
- Worked directly with stakeholders to identify areas where ad hoc reporting could aid in overall improved service delivery and ticket handling procedures resulting in either deliverable or dashboard reports.
- Performed data analysis for capture efforts for new potential programs.
- Enhanced data-driven decision-making by conducting thorough analyses and presenting actionable insights.
- Improved data accuracy and consistency by implementing rigorous quality assurance protocols.
- Delivered key insights by transforming complex data into clear visualizations.
- Identified opportunities for process optimization through detailed data analysis.
- Increased operational efficiency by streamlining data collection processes cutting manual efforts by 25%.
- Analyzed large datasets to uncover patterns and support critical business decisions.
- Optimized reporting processes for more efficient data-driven decision-making.
- Served as a subject matter expert on various projects, sharing valuable insights derived from extensive industry experience as a Senior Data Analyst.
- Used business objects, business intelligence and other reporting tools to extract data from data solutions and data warehouses.
- Customized analytics dashboards for executive leadership, providing real-time insights that informed critical business decisions.
- Streamlined data analysis processes, significantly reducing turnaround times for monthly reports.
- Generated ad-hoc reports to evaluate specific business requirements.
- Created dashboards to monitor and track key performance indicators.
- Improved client relations by providing personalized support and addressing their unique needs.
- Evaluated business operations to identify areas for improvement and implement effective solutions.
- Supported both Peraton CDC OMHS Cloud Services Program as well as the CMS BOSC Program in data driven analytics and reporting.
Help Desk Metric Analystd
Northrop Grumman Information Technology
Grand Prairie
01.2001 - 09.2012
- Designed and managed all KPI executive reporting utilizing ITSM and IVR systems and data, for the corporate help desk.
- Delivered Monthly performance results and insights to Director level and above for over 10 sectors as well as Corporate.
- Created training documents for help desk agents to better map to data structures for more accurate reporting.
- Designed templates to reduce ticket handling time and data cleaning efforts.
- Performed Root Cause Analysis on several large impact items that aided in developing more efficient handling techniques for the Help Desk, as well as information to the support teams to better mitigate the root issue.
- A Key member in the design and structure of the IVR Call routing system for a large Call Center.
- Designed and managed all KPI executive reporting utilizing ITSM and IVR systems and data, for the corporate help desk.
Education
Master of Science - Data Analytics
Southern New Hampshire University
Manchester, NHBachelor of Science - Information Systems Security
American Public University
Charles Town, WVSkills
- Qualitative & Quantitative Analysis
- Root Cause Analysis
- Trend Analysis
- Requirements Documentation
- ServiceNow IT Service Management
- Data Security
- ITSM Systems and Reporting
- Data Mining
- Data Cleaning
- Data Extraction
- Data Visualization
- Exploratory Data Analysis
- SQL
- BMC Helix and Reporting
- KPI development
- Stakeholder collaboration
- Service level agreements and management
- Continuous improvement
Certification
- AWS Cloud Practitioner, 09/2022
- ITIL Foundations v4
Clearance
Secret Clearance
Timeline
Business Intelligence/Service Level Coordinator
GovCIO
10.2025 - Current
Business Intelligence Sr Advisor/Service Level Management Lead
Peraton
01.2023 - 09.2025
Sr. Data Analyst/Principal Business Process Consultant
Peraton/Northrop Grumman
06.2014 - 01.2023
Help Desk Metric Analystd
Northrop Grumman Information Technology
01.2001 - 09.2012
Master of Science - Data Analytics
Southern New Hampshire University
Bachelor of Science - Information Systems Security
American Public University