Systems Support Analyst - Flagstar Bank - Farmington Hills, MI
(2025-02)
- Analyzed operational, access management, and identity governance data to identify trends, support compliance initiatives, and improve business processes across Microsoft 365, Entra ID, Exchange Online, Active Directory, and SharePoint environments.
- Designed and maintained recurring operational reports and dashboards using Microsoft Excel, including PivotTables, PivotCharts, advanced formulas, and data visualizations, providing leadership with actionable insights into system performance, access reviews, and remediation activities.
- Collected, cleaned, validated, and analyzed data from multiple operational systems to ensure data accuracy, consistency, and reporting integrity for audits and management reporting.
- Utilized Jira to monitor incident trends, access requests, security remediation efforts, workflow progress, and operational KPIs while maintaining accurate documentation and project tracking.
- Collaborated with IT, Risk, Security, and Operations stakeholders to analyze business requirements, support governance initiatives, and deliver data-driven recommendations for process improvements.
- Produced analytical reports that supported compliance reviews, internal audits, risk assessments, and executive decision-making by identifying trends, exceptions, and operational performance metrics.
- Performed data quality reviews and permission audits to identify inconsistencies, reduce access risks, and improve identity and access governance.
- Supported onboarding, offboarding, account provisioning, license management, mailbox administration, and permission tracking while maintaining accurate operational records and reporting.
- Managed Exchange Online mailbox administration, troubleshooting, and permission assignments while documenting changes and monitoring service performance.
- Contributed to Microsoft 365 governance, security remediation, and access review initiatives by tracking project milestones, analyzing operational metrics, and communicating progress with cross-functional teams.
- Documented business processes, reporting procedures, and workflow improvements to increase operational efficiency, standardize reporting practices, and support continuous process optimization.
System Analyst III - Syncronetic IT - Troy, MI
(2024-10 - 2025-01)
- Analyzed operational and service management data to identify incident trends, SLA performance, and root causes, supporting data-driven process improvements.
- Developed SQL queries and reports to extract, validate, and analyze ticketing data, enabling leadership to monitor operational performance and service quality.
- Created recurring reports and dashboards to track key performance indicators (KPIs), incident volumes, response times, resolution metrics, and compliance trends.
- Collected, cleaned, validated, and analyzed data from multiple systems to ensure reporting accuracy and support business decision-making.
- Collaborated with IT, Security, Infrastructure, and business stakeholders to analyze operational issues, identify process improvements, and recommend corrective actions.
- Investigated security events, phishing incidents, compromised accounts, and MFA challenges by analyzing system logs, user activity, and authentication data.
- Administered Microsoft 365, Entra ID (Azure AD), and Exchange Online while maintaining accurate operational records and supporting access governance initiatives.
- Performed data analysis on support tickets to identify recurring issues, improve service delivery, and enhance operational efficiency.
- Produced analytical reports documenting trends, performance metrics, and operational findings for management review.
- Supported compliance initiatives by analyzing operational data and ensuring processes aligned with HIPAA and HITRUST requirements for protecting sensitive healthcare information.
- Documented business processes, reporting procedures, and analytical findings while maintaining accurate technical documentation and knowledge base articles.
- Worked with cross-functional teams to resolve complex operational issues through data analysis, root cause investigation, and continuous process improvement.
IT Support Operations Specialist - Syncronetic IT - Troy, MI
(2024-01 - 2024-08)
- Delivered Tier 1 and Tier 2 operational support while analyzing incident trends, service performance, and operational metrics to improve service delivery and meet SLA targets.
- Designed and executed SQL queries to extract, clean, validate, and analyze operational data for reporting, trend analysis, root cause identification, and continuous process improvement.
- Developed recurring reports and dashboards that tracked KPIs, ticket volumes, response times, resolution rates, and service performance, providing actionable insights to management.
- Performed data validation and quality assurance to ensure the accuracy, consistency, and reliability of operational reports and business metrics.
- Analyzed incident data to identify recurring issues, recommend corrective actions, and improve operational efficiency across enterprise IT services.
- Collected, cleaned, validated, and analyzed data from multiple operational systems to ensure data accuracy, consistency, and reporting integrity for audits and management reporting.
- Utilized Jira to monitor incident trends, access requests, security remediation efforts, workflow progress, and operational KPIs while maintaining accurate documentation and project tracking.
- Collaborated with IT, Risk, Security, and Operations stakeholders to analyze business requirements, support governance initiatives, and deliver data-driven recommendations for process improvements.
- Produced analytical reports that supported compliance reviews, internal audits, risk assessments, and executive decision-making by identifying trends, exceptions, and operational performance metrics.
- Performed data quality reviews and permission audits to identify inconsistencies, reduce access risks, and improve identity and access governance.
- Supported onboarding, offboarding, account provisioning, license management, mailbox administration, and permission tracking while maintaining accurate operational records and reporting.
- Managed Exchange Online mailbox administration, troubleshooting, and permission assignments while documenting changes and monitoring service performance.
- Contributed to Microsoft 365 governance, security remediation, and access review initiatives by tracking project milestones, analyzing operational metrics, and communicating progress with cross-functional teams.
- Documented business processes, reporting procedures, and workflow improvements to increase operational efficiency, standardize reporting practices, and support continuous process optimization.
Integration Specialist (IT Technical) - GFL Environmental - Southfield, MI
(2022-05 - 2023-11)
- Provided Tier 1/Tier 2 IT support through ServiceNow, managing a high volume of incidents, prioritizing requests based on business impact, and escalating complex issues to Security and Infrastructure teams while meeting SLA targets.
Software Development Intern - DTE Energy - Detroit, MI
(2021-07 - 2021-12)
- Developed a real-time storm tracking dashboard by integrating mPing API data, weather data, and operational information to provide visibility into storm impacts and support outage management decisions.
- Collected, cleaned, transformed, and analyzed weather and outage-related datasets to improve data accuracy and enhance operational reporting.
- Built interactive SharePoint and Excel dashboards to monitor crew efficiency, restoration progress, outage metrics, and key operational performance indicators (KPIs).
- Utilized R programming for exploratory data analysis, storm pattern identification, and trend analysis to generate insights that supported operational decision-making.
- Applied data visualization techniques to transform complex datasets into meaningful dashboards and reports for engineering and operations teams.
- Conducted field assessments and analyzed outage reporting data to identify data quality issues and improve accuracy of operational information.
- Collaborated with engineers, operations teams, and stakeholders to gather requirements, improve reporting solutions, and enhance data-driven decision-making.
- Documented analytical findings, dashboard functionality, and reporting processes to support knowledge sharing and continuous improvement.
