v
virnaherrera

Virna H

@virnaherrera

SUPPORT TICKET AND PROCESS ANALYST

Verenigde Staten
Engels
Sommige informatie wordt in het Engels weergegeven.
Over mij
I will analyze your support tickets and identify recurring issues to help reduce ticket volume and improve your workflow. I review data from tools like Zendesk, Jira, or Excel to uncover patterns, root causes, and system gaps. You’ll receive clear insights, categorized issues, and actionable recommendations. I’ve helped reduce recurring support issues by 85% through data-driven process improvements. Let’s turn your support data into meaningful results. All data is handled with full confidentiality.... Lees meer

Skills

v
virnaherrera
Virna H
offline • 
Gemiddelde reactietijd: 1 uur

Bekijk mijn diensten

Data Analytics hulp en advies
I will analyze support tickets and identify issues
VanafUS$ 40 / projectMeer informatie

Portfolio

Werkervaring

Project Manager - SaaS/POS Systems

Aurora Payments

Apr 2023 - Nov 2025 • 2 yrs 7 mos

- Improved sprint completion rate from 35% to consistent 100% through process optimization and team alignment. - Reduced recurring customer support issues by 85% by analyzing ticket trends and identifying root causes. - Led development of SaaS applications (POS, scheduling, payment systems) across Android, iOS, and Web. - Identified product and workflow gaps and implemented actionable improvements. - Created training materials and onboarding documentation for teams and clients.

IT Systems Administrator/Process & Asset Management

Keelson Management

Jun 2021 - Apr 2023 • 1 yr 10 mos

- Built and managed IT asset tracking system, improving visibility from 0% to 100% across hardware and software inventory. - Streamlined internal workflows and developed documentation to improve operational efficiency - Managed IT systems, vendor coordination, and user support across multiple platforms

IT Business Systems Analyst II

Teradata

Feb 2017 - Oct 2020 • 3 yrs 8 mos

- Delivered global Windows system refresh project 2 months ahead of schedule by coordinating asset tracking, user communication, and deployment planning - Streamlined IT request workflows and supported system transition to ServiceNow through process documentation and testing