![Anthony Paulino](https://jobicy.com/react/themes/app/images/avatar.jpg) Anthony Paulino # Remote IT & Operations Analyst Actively looking · Member since 8 Oct 2025 [Message](https://jobicy.com/dashboard-page.md) ShareLocationDominican RepublicDesired salaryUnspecifiedWork preferenceFull TimeExperience levelNot set * [Overview](#overview) * [Portfolio 0](#portfolio) * [Services 0](#services) ## About Professional summaryI 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. ## Skills 12 capabilities[Automation](https://jobicy.com/talent/automation.md)[Communication](https://jobicy.com/talent/communication.md)[CRM](https://jobicy.com/talent/crm.md)[Customer Service](https://jobicy.com/talent/customer-service.md)[Data Analysis](https://jobicy.com/talent/data-analysis.md)[Google Workspace](https://jobicy.com/talent/google-workspace.md)[Operations Management](https://jobicy.com/talent/operations-management.md)[Problem Solving](https://jobicy.com/talent/problem-solving.md)[Process Optimization](https://jobicy.com/talent/process-optimization.md)[SQL](https://jobicy.com/talent/sql.md)[Technical Support](https://jobicy.com/talent/technical-support.md)[Troubleshooting](https://jobicy.com/talent/troubleshooting.md) ## Experience Career history ### Operations Analyst · Marsh McLennan Jun 2024 – PresentAnalyze and optimize operational workflows in the insurance sector for the Puerto Rico market, focusing on technology-driven solutions. Collaborate with IT and data teams to automate reporting, streamline claims processes, and improve data integrity. Support cross-regional communication between technology, operations, and business units to ensure service quality and compliance. ### IT Support Specialist · Thryv Jan 2023 – May 2024Delivered Tier-1 technical support for SaaS products, resolving 95% of customer cases on first contact. Assisted clients with CRM configuration, troubleshooting, and system installations for business software solutions. Managed ticketing system to ensure timely issue resolution and client satisfaction. ### Banking Customer Service Advisor · Scotia GBS Dominican Republic Feb 2022 – Oct 2022Supported Canadian clients with day-to-day banking transactions and issue resolution. Handled sensitive financial data while maintaining top accuracy and service quality metrics. ### Customer Service Representative · Alorica Feb 2021 – Oct 2021Provided customer support for billing and account management for North American clients. Developed strong problem-solving and multitasking skills in a high-volume environment. ## Education Learning history ### Universidad APEC 2020 – 2024Engineer’s Degree in Computer Software Engineering This professional hasn’t added portfolio projects yet. This professional hasn’t listed any services yet.