Susan Love
Hutto,TX
Summary
Highly analytical and process-oriented Senior Data Analyst with in-depth knowledge of Service Desk systems and processes; Service Level Agreements; research methodologies; KPI reporting; exploratory data analysis and visualization. Provide insights, analytics and business intelligence used to advance opportunity identification, process reengineering, trend analysis and customer support improvements.
Dynamic individual with hands-on experience in Data Analysis and Service Level Management with a talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Business Intelligence Sr Advisor/Service Level Management Lead
Peraton
01.2023 - Current
- 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 opportunities for improvements
- Core team member for yearlong Contract Rebaseline efforts to better align Task Order to current environment
- Facilitated and led the joint development of Concept of Operations documentation for SLA reporting between Peraton and USCG
- Key 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
Sr. Data Analyst/Principal Business Process Consultant
Peraton/Northrop Grumman
06.2014 - 01.2023
- Supported both Peraton CDC OMHS Cloud Services Program as well as the CMS BOSC Program
- 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 that customized or 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
Help Desk Metric Analyst
Northrop Grumman Information Technology
01.2001 - 09.2012
- Designed and managed all KPI executive reporting utilizing ITSM and IVR systems and data, for the corporate help desk
- This included presenting to Director level and above on a monthly basis
- Created training documents for help desk agents to better map to data structures for more accurate reporting
- This included template creation 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
- Key personnel in the design and structure of the IVR Call routing system for a large Call Center
Education
Master of Science - Data Analytics
Southern New Hampshire University
Bachelor of Science - Information Systems Security
American Public University
Skills
- Qualitative & Quantitative Analysis
- ITSM Systems and Reporting
- SQL
- Exploratory Data Analysis
- Data Visualization
- Data Extraction
- Data Cleaning
- Data Mining
- ITSM Process Development
- Data Security
- ServiceNow IT Service Management
- Requirements Documentation
- Trend Analysis
- Root Cause Analysis
- Business Needs Translation
- Technical Requirements
- Business Intelligence Requirements
- client engagement
- data analysis
- process improvement
- problem solving
- learning agility
- performance tracking
- Data analytics
- Data interpretation
- Customer service
- Client relationship management
Certification
- AWS Cloud Practitioner, 09/2022
- ITIL Foundations v4
Clearance
Secret Clearance
Timeline
Business Intelligence Sr Advisor/Service Level Management Lead
Peraton
01.2023 - Current
Sr. Data Analyst/Principal Business Process Consultant
Peraton/Northrop Grumman
06.2014 - 01.2023
Help Desk Metric Analyst
Northrop Grumman Information Technology
01.2001 - 09.2012
Bachelor of Science - Information Systems Security
American Public University
Master of Science - Data Analytics
Southern New Hampshire University
Similar Profiles
Zachary LiptokZachary Liptok
Information System Security Officer at PeratonInformation System Security Officer at Peraton
ORAHN HARDWICKORAHN HARDWICK
Azure Storage Engineer at PeratonAzure Storage Engineer at Peraton
Tawna PruittTawna Pruitt
Background Investigator at PeratonBackground Investigator at Peraton
Garrett JohnsonGarrett Johnson
Patching Team Lead at PeratonPatching Team Lead at Peraton
Anthony PedregonAnthony Pedregon
Delivery Driver at Clark CourierDelivery Driver at Clark Courier