Ronelle Hill

Senior Operations Specialist and Data Analyst with 13+ years of experience in operations support, systems troubleshooting, operational analysis, and data quality. Researches system problems, analyzes causes, tests functional solutions, and coordinates issue resolution with technical teams. Experienced in customer support, user training, procedure documentation, insurance data analysis, and Microsoft Office.

Works independently, manages competing priorities, and delivers accurate information within strict deadlines.

Senior Operations Specialist - Federal Communications Commission Contracts - Softech

(2023-02)

• Provide technical and operational support to internal and external FCC customers through email, ServiceNow, and JIRA; gather facts to identify symptoms, causes, and potential solutions.
• Research systems problems and support root cause analysis; coordinate escalations with DevOps, development, and IT infrastructure teams to facilitate resolution.
• Retain ownership of customer issues, prioritize open tickets, and provide timely status updates while meeting established service level standards.
• Test functional solutions to customer issues before implementation and maintain detailed issue documentation in ServiceNow and JIRA.
• Provide operating information to customers, answer questions, explain troubleshooting steps, and guide users through issue resolution.
• Assist in creating training guides, procedure documents, and other resources that support standard operating procedures (SOPs) and consistent customer support.
• Assist in developing productivity and tracking tools; make sound support decisions with minimal managerial guidance and adapt to changing operational requests.

Senior Operations Specialist - Federal Communications Commission Contracts - ICF

(2021-08 - 2023-02)

• Provide technical and operational support to internal and external FCC customers through email, ServiceNow, and JIRA; gather facts to identify symptoms, causes, and potential solutions.
• Research systems problems and support root cause analysis; coordinate escalations with DevOps, development, and IT infrastructure teams to facilitate resolution.
• Retain ownership of customer issues, prioritize open tickets, and provide timely status updates while meeting established service level standards.
• Test functional solutions to customer issues before implementation and maintain detailed issue documentation in ServiceNow and JIRA.
• Provide operating information to customers, answer questions, explain troubleshooting steps, and guide users through issue resolution.
• Assist in creating training guides, procedure documents, and other resources that support standard operating procedures (SOPs) and consistent customer support.
• Assist in developing productivity and tracking tools; make sound support decisions with minimal managerial guidance and adapt to changing operational requests.

Senior Operations Specialist - Federal Communications Commission Contracts - Fortitude

(2021-02 - 2021-08)

• Provide technical and operational support to internal and external FCC customers through email, ServiceNow, and JIRA; gather facts to identify symptoms, causes, and potential solutions.
• Research systems problems and support root cause analysis; coordinate escalations with DevOps, development, and IT infrastructure teams to facilitate resolution.
• Retain ownership of customer issues, prioritize open tickets, and provide timely status updates while meeting established service level standards.
• Test functional solutions to customer issues before implementation and maintain detailed issue documentation in ServiceNow and JIRA.
• Provide operating information to customers, answer questions, explain troubleshooting steps, and guide users through issue resolution.
• Assist in creating training guides, procedure documents, and other resources that support standard operating procedures (SOPs) and consistent customer support.
• Assist in developing productivity and tracking tools; make sound support decisions with minimal managerial guidance and adapt to changing operational requests.

Data Analyst - Hillside Technology LLC - USPS Contract

(2019-08 - 2020-03)

• Analyzed data in the Teradata warehouse to identify anomalies and outliers; worked with leadership to investigate business problems and interpret data patterns.
• Gathered reporting requirements and wrote complex SQL queries to provide accurate data extracts and reports in Excel, PowerPoint, SSRS, and MicroStrategy.

Remote ETL Developer / Reports Developer - Hillside Technology LLC - FDA Contract

(2018-02 - 2019-10)

• Gathered business requirements, analyzed source data for anomalies, and developed SQL queries, SSIS data integration packages, and SSRS reports supporting customer reporting needs.

Remote ETL Developer / Reports Developer - INT Technologies - Wells Fargo Contract

(2017-10 - 2018-01)

• Worked with business analysts and customers to define reporting requirements; developed and maintained SQL Server and Oracle extracts, data feeds, and SSRS reports.

Remote ETL Developer / Reports Developer - Hillside Technology LLC - North American Railway Solutions LLC Contract

(2015-10 - 2017-04)

• Participated in business process evaluation, solution design, testing, and implementation; developed reporting and data integration solutions supporting eight offices nationwide.

Remote ETL Developer / Reports Developer - Hillside Technology LLC - Nationwide Insurance Contract

(2013-01 - 2015-08)

• Analyzed source systems of record to identify and document data quality issues; supported Access applications and SQL Server data integration processes.
• Participated in business process evaluation, solution design, development, testing, and implementation to improve operations; maintained and enhanced Access and SSRS reports.

Data Analyst - Hillside Technology LLC - USCIS Contract

(2007-08 - 2012-09)

• Analyzed production and workload data, identified operational trends and reporting anomalies, and coordinated reconciliation and corrections with field offices and service centers.
• Developed technical requirements and ETL documentation; produced recurring and ad hoc performance reports and supported management analysis of business problems.

Data Analyst - ManTech - USCIS Contract

(2002-10 - 2007-08)

• Participated in user acceptance testing for ePAS and SMART systems, identified data quality issues, documented workflows, and trained end users on software applications.

Business Analyst - NASD

(2001-06 - 2002-10)

• Provided advanced technical and business support, researched system issues, performed quality control and acceptance testing, developed training materials, and analyzed Oracle data using SQL.

Installation Coordinator - Cidera Inc.

(2000-04 - 2001-01)

• Supported customer deployments, tracked service problems in Remedy, troubleshot connectivity issues, and assisted in documenting technology service standards and operating procedures.

Bachelor of Science - Management Information Systems - Penn State University