Looking for a job

Bianca Kennedy

@biancakennedy

Service Assurance Analyst at TANGENT SOLUTIONS, turning service data into Power BI dashboards that clarify SLA performance.

South Africa

Message

What I'm looking for

I’m seeking a Service Assurance Analyst, Service Desk Coordinator or Manager, Service and Data Analyst, Insights Analyst, Data Analyst, Reporting Analyst, or Data and Reporting Analyst role where I can use Power BI, data analysis, service performance and SLA metrics, team management, and stakeholder reporting to support data-driven decisions and business improvement.

At TANGENT SOLUTIONS, I develop service and operational reports that give stakeholders visibility into performance, SLA compliance, and key metrics. I create customer-facing Power BI dashboards using DAX to present project completion and performance information clearly.

I analyze service data to identify SLA breaches and investigate performance issues, then prepare monthly and quarterly service reviews that translate data into useful insights. I’ve also developed automated procurement reporting and AWS and Azure sprint activity reporting to improve transparency and project visibility.

I contribute to process improvements and maintain SOP documentation for helpdesk and service processes. I also support adoption of the internal helpdesk portal by onboarding clients and training clients and service agents, using ITIL practices and tools including ChatGPT, Claude, and Microsoft Copilot in my reporting and documentation work.

Experience

Work history, roles, and key accomplishments

Current

Service Assurance Analyst

Current

Tangent Solutions

Jan 2022 - Present (4 years 10 months)

Developed and delivered service and operational reports, including customer-facing Power BI dashboards, to improve visibility into service performance and SLA compliance. Analyzed service data to identify SLA breaches, prepared performance reviews, and supported process improvements.

Power BI DAX SLA Management ITIL Data Analysis Reporting Stakeholder Engagement Process Improvement SOP Development ChatGpt Claude Microsoft Copilot

Current

Service Assurance Analyst

Current

Tangent Solutions

Jan 2022 - Present (4 years 10 months)

Power BI DAX SLA Management ITIL Data Analysis Reporting Stakeholder Engagement Process Improvement SOP Documentation ChatGpt Claude Microsoft Copilot

Office Manager

Tangent Solutions

Mar 2020 - Mar 2022 (2 years)

Managed administration supporting day-to-day operations, including coordinating employee examination bookings, travel arrangements, and maintaining accurate records. Compiled reports to support operational visibility and decision making.

Administration Coordination Reporting Operational Support