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Gabriela
IT Manager & Data Analytics Expert at CISCO Systems
Contacto
Competencias
Proficient in analyzing complex datasets to derive actionable insights and support strategic decisions.
Experienced in Power BI, ThoughtSpot, and Data Canvas for dashboard creation and report generation.
Skilled in managing hardware lifecycle and optimizing IT assets across large organizations.
Capable of designing workflows to streamline incident resolution and reduce system outages.
Educacion
Resumen
Gabriela is a seasoned IT and data expert with extensive experience in leveraging BI tools, managing IT assets, and driving data-informed decisions to enhance operational efficiency.
Logros Clave
- Led data analysis initiatives utilizing Power BI, ThoughtSpot, and Data Canvas to support strategic decision-making.
- Managed IT asset lifecycle and data tracking, optimizing hardware utilization and inventory control.
- Designed and implemented incident management workflows, reducing system downtime and improving SLA adherence.
- Translated operational data into actionable insights, enhancing performance and customer satisfaction.
Experiencia
IT Manager & Technology Expert
Analyzed large datasets, building dashboards and executive reports (Power BI, ThoughtSpot, Data Canvas) to drive data-driven decisions.. Managed IT asset lifecycle and data tracking across hardware, software, and regional compliance, ensuring accuracy and operational visibility.. Designed and optimized ITSM workflows and onboarding processes, improving service reliability, efficiency, and scalability across enterprise clients.. Developed documentation and delivered training for technical and non-technical teams, standardizing processes and improving adoption.. Collaborated cross-functionally to align business needs with system capabilities, onboarding strategies, and service delivery.. Led governance, audits, and continuous improvement initiatives by translating data insights into process and workflow enhancements.
SaaS Engineer Tier 3 / Subject Matter Expert
Analyzed system performance, incident trends, and logs to identify root causes and drive data-informed improvements across SaaS platforms.. Designed and executed incident management workflows (P1–P4) and processes, improving escalation efficiency and cross-team coordination.. Developed documentation (runbooks, postmortems) and delivered technical training to standardize troubleshooting and operational practices.. Collaborated with engineering, QA, NOC, SOC, and external partners to resolve complex issues and enhance platform performance.. Acted as SME across distributed systems, performing advanced troubleshooting using Splunk, Kibana, and Graylog.. Communicated incident insights and performance trends to stakeholders, ensuring transparency and supporting decision-making.
Operations Supervisor
Analyzed KPIs, quality metrics, and operational data to identify trends, improve performance, and support data-driven decision-making.. Translated data insights and customer feedback into process improvements, enhancing service quality, efficiency, and overall customer experience.. Designed and optimized workflows and standardized processes, increasing consistency, scalability, and operational performance across support teams.. Developed dashboards, reports, and documentation to improve performance tracking, visibility, and process alignment.. Delivered coaching, feedback, and training to teams, improving performance, quality standards, and adherence to operational processes.. Collaborated cross-functionally with operations, training, and leadership teams to identify gaps, align workflows, and enhance service delivery.. Presented KPIs, performance trends, and operational insights to senior leadership (MRS, QBRs), supporting strategic decision-making.