Remote IT & Operations Analyst

I am a proactive and detail-oriented professional with over 3 years of experience in IT technical support, data analysis, and operations management. My expertise lies in SaaS systems, CRM tools, and cross-functional collaboration, enabling me to optimize processes and improve performance metrics effectively. I have a strong background supporting business operations across technology and insurance sectors, which has honed my ability to adapt and deliver results in dynamic environments.

In my current role as an Operations Analyst at Marsh McLennan, I analyze and optimize operational workflows within the insurance sector, focusing on technology-driven solutions for the Puerto Rico market. I collaborate closely with IT and data teams to automate reporting, streamline claims processes, and enhance data integrity. This role has strengthened my skills in cross-regional communication and compliance management.

Previously, I worked as an IT Support Specialist at Thryv, where I delivered Tier-1 technical support for SaaS products, resolving the majority of customer cases on first contact. I assisted clients with CRM configuration, troubleshooting, and system installations, managing ticketing systems to ensure timely issue resolution and high client satisfaction.

My experience also includes roles in customer service at Scotia GBS Dominican Republic and Alorica, where I supported banking clients and handled billing and account management for North American customers. These positions helped me develop strong problem-solving and multitasking skills in high-volume environments.

I hold an Engineer’s Degree in Computer Software Engineering from Universidad APEC and have completed certifications in SQL data analysis, Power BI data modeling, Microsoft Excel, and R programming. I am passionate about leveraging technology to drive operational excellence and am eager to continue growing my expertise in IT and operations management.