Summary
Overview
Work History
Education
Skills
Timeline
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Paola Pacheco

Stittsville,ON

Summary

Versatile person eager to help people technically and providing understand of their needs, in order to impact positively customers and clients from an organization. Adapts to queries with thorough research and expert critical thinking skills. Committed to problem resolution and customer satisfaction.

Overview

10
10
years of professional experience

Work History

Technical Support Specialist

Kivuto Solutions Inc
06.2014 - 01.2017
  • Assisted inbound customers support and emaial support with technical issues such as software upgrades, license permissions and accessibility to licenses.
  • Trained and gave to support to peers with new software that was emerging at the time.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Followed up with technical support any issues that appeared on end user applications and software in order to provide clients with a better
  • Logged calls from customers
  • Translated existing documents to Spanish for the Spanish speaking clients.
  • Provided support to other areas in the company.

Data Mining AnalystData Mining Analyst

MetLife Colombia
04.2009 - 05.2013
  • Experienced professional in writing data definitions, maintenance of data.
  • In charge of the creation and implementation of the new Data Warehouse for the Accidents & Health department in the insurance company.
  • Profiled clients and gathered statistics to determine if there was a prominent trend regarding the purchase of company’s additional services.
  • Maintained a client marketing system to assist with client file management and the process of contacting clients.
  • Worked with internal and external clients in varying levels of responsibility.
  • ETL extraction from AS400 database, and it was taken to the company’s Data Marts.

Data Warehouse Analyst

Heon Health on Line
11.2005 - 04.2009
  • ETL process was done to each of the areas of business, then data marts where constructed in order to build reports and show business information.
  • Creation and implementation of the Data Warehouse within the outpatient medical records. The information that was created for this company all had to do with the doctor’s activities and monitoring of the number of patients the doctor’s attended during the day.
  • Provided visual aids and opportunities of reporting to managers to assist with their daily business protocols.
  • Developed a time efficient process that reduced operating time from 6 hours to 4hours opportunity for the clients.

Education

GED -

In-TAC (International Talent Acquisition Center)
Ottawa, ON
08.2013

Bachelor of Science - Computer Science

Pontificia Universidad Javeriana
Colombia
09.2005

Skills

  • Microsoft Windows and Office
  • Collaborative Team Player
  • First Level Support
  • Application Installation
  • Data Validation
  • ETL Processes

Timeline

Technical Support Specialist

Kivuto Solutions Inc
06.2014 - 01.2017

Data Mining AnalystData Mining Analyst

MetLife Colombia
04.2009 - 05.2013

Data Warehouse Analyst

Heon Health on Line
11.2005 - 04.2009

GED -

In-TAC (International Talent Acquisition Center)

Bachelor of Science - Computer Science

Pontificia Universidad Javeriana

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Paola Pacheco