Open to opportunities

Vanessa Gonzalez

@vanessagonzalez1

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Ecommerce operations and IT support leader driving automation, SLA improvement, and team performance.

United States

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What I'm looking for

I seek a hands-on operations or IT leadership role where I can scale teams, implement automation, improve SLAs, and drive measurable operational impact.

I am an ecommerce operations and IT support leader with over six years of hands-on experience managing onshore and offshore teams, optimizing high-volume support environments, and implementing automation to reduce ticket load and improve SLAs.

At Big Lots I led ecommerce operations strategy, streamlined workflows to cut processing times by 20%, improved SLA compliance by 15%, implemented automation to reduce recurring tickets, and retained a key leadership role during a major reduction in force.

I combine strong technical skills in ServiceNow, Jira, Confluence, AWS/Azure monitoring, and CMS platforms with a proactive coaching style focused on documentation, knowledge transfer, and measurable operational improvements.

Experience

Work history, roles, and key accomplishments

Sr Ecommerce Operations Analyst

Big Lots

Jan 2022 - Jan 2025 (3 years)

Led ecommerce operations strategy and cross-functional incident resolution, streamlining workflows to reduce operational processing times by 20% and improving SLA compliance by 15% through automation and process improvements.

ServiceNow Jira Confluence Automation SLA Management Incident Management AWS Team Leadership

Associate Online Merchandiser

DSW Inc.

Mar 2019 - Dec 2021 (2 years 9 months)

Owned merchandising and campaign execution for footwear categories, driving 11% YoY sales growth and delivering +31.9% YoY for Gucci through targeted campaigns and A/B testing that increased conversion by 8.1%.

Merchandising A B Testing Campaign Management Analytics Excel CMS

Purchase Order Specialist

DSW Inc.

Apr 2017 - Mar 2019 (1 year 11 months)

Managed PO lifecycle and data integrity across categories, improving on-time delivery and reducing errors by 20% while partnering with IT to resolve EDI and data flow issues.

EDI Data Integrity Training Excel

Education

Degrees, certifications, and relevant coursework

University of Phoenix

Bachelor of Science, Business (Marketing)

Completed a Bachelor of Science in Business with a concentration in Marketing focusing on business and marketing principles applicable to ecommerce and operations.

Professional Development & Strategic Growth

Professional Development, IT Service Management

2025 - 2025

Undertook targeted professional development in IT service management, cloud monitoring, and self-service automation with projects on AI-driven ticket automation and service desk optimization.