Workplace Experience

Lead Business Analyst, ITalent Digital

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 Live Tableau Dashboards with SQL backend and reoccurring reports
• Utilized complex SQL queries and internal reporting tools
• Delivered assistance in legal documentation preparation
• NOTE: Personally developed scripts and technics to speed up the process by 5-10x. This process involved Applescript, Javascript, and shell scripts and allowed me to personally accomplish work that would normally take 2 - 3 people extensive time to finish

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
• Employed an array of presentation tools (Powerpoint, Keynote, Excel, 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 hand in hand with fraud teams to glean insights into global fraud
• Developed reporting and Tableau Dashboards 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 wide scale online chat solution using LivePerson
• 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.