Open to opportunities

Harold Gilliard

@haroldgilliard

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IT support specialist and data analyst delivering secure, data-driven solutions and fast user issue resolution.

United States

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What I'm looking for

I seek roles where I can combine hands-on technical support and data analysis, solve user-facing issues, and build data-driven solutions in a collaborative, security-focused team.

I am an IT support specialist and data analyst with hands-on experience resolving high volumes of user issues and delivering measurable improvements in satisfaction and resolution times. I combine technical support expertise with data skills to diagnose problems quickly and inform process improvements.

At Avenue Technologies I resolved a large share of user incidents on first contact, managed VPN and remote desktop connectivity, and maintained detailed support logs while escalating complex issues appropriately. In my current contract as a Data Analyst for Telus Digital I build and optimize data pipelines, ETL processes, dashboards, and data models to generate actionable business insights.

I hold an Associate's Degree in Computer Science (expected Jun 2025), a TryHackMe certification in Introduction to Cyber Security, and practical experience with SQL, Python, machine learning frameworks, and Active Directory administration. I focus on secure, efficient operations and continuous improvement through data-driven decisions.

Experience

Work history, roles, and key accomplishments

Current

Data Analyst

Current

Telus Digital

Build and maintain data pipelines, ETL processes, and dashboards to analyze complex datasets and deliver actionable insights to cross-functional teams.

ETL SQL Data Modeling BI Tools Data Analysis Dashboards Data Pipelines Python

Technical Support Representative

Avenue Technologies

Apr 2020 - May 2023 (3 years 1 month)

Delivered customer-focused technical support via phone, email, and chat, resolving 90% of issues on first contact and diagnosing VPN and remote desktop connectivity problems.