Skillset
Expertise in Data Analysis, Project/Team Leadership, Graphic Design.
Tools used: SQL, Tableau, JavaScript, FileMaker, Visual Studio, PHP, Mac OS, MS Excel, Google Suite, HTML/CSS/JS
Co-Owner - Opal Divines
Jun 2012 - Dec 2015
Responsible for financial council, strategic planning, and operational support. Contributed to menu development and long-term business goals, while providing input on hiring decisions and shaping the restaurant's overall vision and culture. Monitored revenue and expense trends to maintain financial health.
Lead Business Analyst, iTD Tech
Austin, Nov 2022 - Current
Investigative analysis in support of Meta security division to provide accurate and forthcoming analysis to regulatory bodies. Also, developed internal reporting dashboards and tools for various groups within Meta. Key participant in FCC documents preparation process. Developed reporting tools for Security and Training division to fill needs within the business, and contributed to cross functional meetings that supported decisions to guide internal process and procedure.
- Built Tableau Dashboards with SQL backend
- Utilized complex SQL queries and internal reporting tools
- Delivered assistance in legal documentation preparation
- NOTE: Developed scripts that speed up the process by 5-10x, allowing me do the work of multiple people.
Business Analyst Asia, Apple Inc
Singapore, April 2016 - Nov 2017
Investigative analysis in support of all Apple products in S.E. Asia, China, and Japan. This included product failure, fraud, issue trends, new product performance, site/vendor performance, and customer trends. Key participant in quarterly business reviews, developed presentations for Sr. Management (Director Level), led meetings, developed processes, developed reporting to fill needs within the business, and contributed to cross functional meetings that supported decisions to guide internal process and procedure at the highest level of AppleCare.
- Built Live Tableau Dashboards with SQL backend and reoccurring reports based on BI
- Utilized complex SQL queries, unix scripts, and database creation
- Used range of presentation tools (Powerpoint, Keynote,Tableau)
Business Analyst iTunes, Apple Inc.
Austin, Jan 2010 - Jan 2016
Global investigative analysis in support of iOS and iTunes store. This included product failure, fraud, issue trends, new product performance, site/vendor performance, and customer trends. Key participant in quarterly business reviews, developed presentations for Sr. Management (Director Level), led meetings, developed processes, developed reporting to fill needs within the business, and contributed to cross functional meetings that supported decisions to guide internal process and procedure at the highest level of AppleCare.
- Worked with fraud teams to glean insights into global fraud
- Provided BI and Tableau reports for global iTunes/iOS team
- Worked hand in hand with Sr. Management for process development
Internet Services AM, Apple Inc.
Austin, Jan 2008 - May 2010
Managed day to day operations of support teams for all of Apple's consumer internet offerings (.Mac/ MobileMe/iCloud). Division consisted of 8 managers overseeing 170 AppleCare email/chat support advisors. Responsibilities included but weren't restricted to: headcount management, budget utilization, ensuring division performance met high standards, hiring and developing team managers, communications with product engineers, overseeing projects and interfacing with project management and staff, as well as Daily/Weekly/Monthly/Quarterly meetings.
- Key participant in first AppleCare customer chat solution
- Key participant in conversion from LivePerson to internal chat solution
- Key participant in system conversion from .Mac to MobileMe backend
Team Manager, Apple Inc.
Austin, Jan 2001 - Jan 2008
Managed day to day productivity of a 20 person phone support team supporting a wide range of Apple products. Participated in 1x1 performance reviews, annual reviews, ran team meetings, and ensured all training and metrics were at a high level.
Prior Work Upon Request
July 1992 - Jan 2001
Details upon request) AC Field Services, AppleCare Coach, AppleCare Advisor, Typesetter, Billboard maker.
Education
Associates Degree in Graphic Design
Austin Community College, Jan 1995 - Jan 1998
Fine Arts (Unfinished)
Lamar University - Beaumont, TX, Jan 1992 - Jan 1994