Shane Boyce

Data Analyst, Project Manager, IT Engineer

Detail-oriented and dynamic professional with data-driven mindset and comprehensive experience in data analysis, continuous process improvement, project administration, and software engineering.

Core Competencies

Business Intelligence Operations • Process & Systems Improvement • Team Building & Leadership • Project Planning & Execution
Staff Training & Development • Inferential & Descriptive Statistics • Machine Learning Algorithms • Software Consultancy
System Implementation & Migration • Multitasking & Self-Management • Agile & Waterfall Methodologies

Tools & Technologies

Programming Languages

SQL (MySQL, T-SQL, PostgreSQL) • Python • R • VBA • DAX • Git • Docker • Bash • PowerShell
Hadoop • Spark • Cassandra • MongoDB • Scikit-learn • TensorFlow • Keras • PyTorch

Data Analytics Tools

Tableau • Power BI • Excel
Azure Data Factory • Azure Data Lake • Azure Synapse Analytics
AWS Glue • AWS S3 • Amazon Redshift

Business Software

SalesForce • Zendesk • Dynamics 365 • Power Automate • Power Apps
Confluence • MS Project • Visio

Work History

Power Platform IT Engineer

Freedom Forever, Temecula California (remote)
2023 - Present

Manage 400 users for customer support, dealer and utility, infrastructure, and sales support operations. Collaborate with cross-functional department heads to align infrastructure and maintain compliance with data governance procedures. Conduct effective negotiations with vendors to procure required IT software on favorable terms and conditions. Deliver accurate cost-benefit analysis and estimated monetary values on proposed plans to executive-level stakeholders. Execute programmatic systems assessments using Python and APIs to perform ETL. Maintain documentation and create standard operating procedures to standardize operations. Build Power Apps, Power Automations, Power BI dashboards, and general reporting for IT operations.

Saved $80k a year by developing a SharePoint Online to Azure File Storage data migration script for legacy customer data files.
Achieved $150K in savings in annual expenses and licenses by cutting license costs and overseeing the merger of business unit systems.
Delivered seven-hour savings per month by automating business processes using Zendesk API to automate business workflows and reporting.
Led migration of systems to Dynamics365 from proprietary in-house system and Zendesk.
Designed and implemented impactful strategy for ticketing while building a platform to achieve strategic objectives.
Integrated Generative AI agents via Copilot Studio, Power Virtual Agents, and Zendesk AI, saving an estimated $30k/year in workforce savings.

Implementation Consultant | Business Intelligence SME

Zendesk and Envoy Professional Services Organization, San Francisco California (remote)
2022 - 2023

Maintained customer success framework for Envoy and Zendesk. Served as business intelligence SME to guide individuals on utilization of reporting tools and execute appropriate measurements. Developed functional design documents, user acceptance testing, and people systems. Planned and executed 15 simultaneous projects while completing deliverables within predefined constraints. Improved consulting process on customer reporting by utilizing data analysis. Developed a program to reduce project cycle from 20 to 16 billable hours. Delivered robust configuration recommendations and workflow improvements.

Maximized business efficiencies by creating dashboards and analytics reports while serving as data product owner and analyst for customers under managed services contracts.
Achieved optimal business performance by executing over 30 enterprise projects for Zendesk ticketing systems with SME focus on business analytics.
Minimized service phone contact times by 3 minutes and tickets by 20% through implementing ticket deflection techniques and automation.
Secured 100% project CSAT satisfaction by introducing results-driven strategies across 80 projects to achieve customer loyalty and drive repeat business.
Developed and implemented ticketing systems by managing multiple workflows comprising of Agile and ITIL.
Decreased over 20% of tier 1 interactions by devising ticket deflection strategies.

Education

Master's of Business Administration - Information Technology Management Specialization

Western Governors University
2022 - 2023

The Master of Business Administration - Information Technology Management is specifically designed for experienced business professionals and managers seeking upward career mobility in the information technology arena. The program prepares you for a mid-level to upper-level information technology management position in business, industry, and non-profit organizations.

Relevant Coursework: Data-Driven Decision Making (Lean Six Sigma), IT Project Management (PMI Agile), IT Strategic Solutions, Business Simulation Capstone
Honors: Top 10% score in capstone simulation for all MBA students

Master's of Science, Data Analytics

Western Governors University
2022 - 2022

The MS Data Analytics degree prepares statisticians, analysts, data managers, programmers, and other business and IT professionals for successful and rewarding careers in the high-demand field of data analytics through cutting-edge courses in data mining, manipulation, analysis, and visualization. The program empowers graduates to use powerful tools to implement industry-standard techniques to solve problems, identify trends, and make predictions.

Relevant Coursework: Advanced Data Analytics, Data Cleaning, Predictive Modeling, Exploratory Data Analysis, The Data Analytics Journey, Data Mining I, Data Mining II
Github of Coursework

Bachelors's of Science, Data Management and Data Analytics

Western Governors University
2020 - 2021

The B.S. in Data Management/Data Analytics is designed to prepare science professionals who can set up a database environment, design databases, acquire data, wrangle it, analyze it, and visualize it to different audiences as part of the decision-making process.