Looking for a job

Veronica Dix

@veronicadix1

Message

I turn operational and financial data into reliable Power BI insights and improved processes.

Colombia

Message

What I'm looking for

I'm looking to apply my data analytics, Power BI, SQL, business process, and IT service desk experience to improve data quality, reporting, operational efficiency, and decision-making.

I've supported data, digital strategy, and audit initiatives at Contraloría de Bogotá, transforming public investment and royalty-resource data into reliable analytical datasets. My SQL, Advanced Excel, and Power BI work improved data quality by 35–45% and reduced reporting effort by up to 50%.

I build dashboards, validate financial and operational records, reconcile data across systems, and identify risk patterns that help stakeholders monitor projects and allocate resources. I also supported PETI, enterprise architecture, IT asset traceability, and digital government initiatives.

At Yum! Brands and OverIT, I combined reporting with L1/L2 service desk support for global enterprise users. I resolve VPN, Microsoft 365, Active Directory, authentication, endpoint, and access issues while using ServiceNow, knowledge documentation, and ITIL practices to improve resolution times.

Earlier, I analyzed and optimized processes for national social programs at Departamento de Prosperidad Social, using BPMN, UAT, and requirements gathering to support digital platforms. I bring an end-to-end perspective from data extraction and process analysis to dependable technical support and business impact.

Experience

Work history, roles, and key accomplishments

Technical Help Desk Specialist

Yum! Brands

May 2025 - Jun 2026 (1 year 1 month)

Provided L1/L2 technical support for enterprise users, resolving VPN, O365, Active Directory, and endpoint issues. Managed high-volume ticket queues in ServiceNow, reducing resolution time by up to 20%.

VPN Global Protect VPN O365 Active Directory ServiceNow ITIL Remote troubleshooting Bomgar Duo MFA SSO Knowledge Base

Data Analyst | Business & Data Operations

Contraloría de Bogotá

Aug 2022 - Dec 2025 (3 years 4 months)

Collected, cleaned, and transformed large datasets using SQL and Advanced Excel, improving data quality by 35-45%. Built Power BI dashboards reducing manual reporting by 40-50% and supported audit and IT strategic planning.

SQL Excel Power BI Data Cleaning Data Validation Data Integration EDA Data Modeling ITIL Active Directory Network Analysis

Data Analyst

Contraloría General de la República

May 2023 - Dec 2023 (7 months)

Performed data cleaning, validation, and integration using SQL and Excel, improving data quality by 30-40%. Developed Power BI dashboards and analytical datasets to support audit processes.

SQL Excel Power BI Data Cleaning Data Validation Data Integration EDA Data Modeling

Service Desk & Reporting Analyst

OverIT

Jul 2022 - Jul 2023 (1 year)

Provided bilingual technical support via ServiceNow, managing incidents and escalations. Developed Power BI dashboards for ticket trends and SLA compliance, reducing resolution time by 20%.

ServiceNow Power BI ITIL Incident Management SLA Monitoring Knowledge Base Bilingual Support

Business Intelligence Analyst | Process Analyst

Departamento de Prosperidad Social

Oct 2019 - Dec 2022 (3 years 2 months)

Led requirements gathering and process design using BPMN and enterprise architecture frameworks. Supported data-driven decision-making and UAT testing for information systems.

BPMN TOGAF Requirements Gathering Process Analysis UAT Data Validation Business Analysis Stakeholder Management

Customer Care Specialist

Avis Budget Group

Apr 2018 - Oct 2018 (6 months)

Managed accounts receivable and collections, ensuring timely payments and reducing overdue accounts. Maintained customer databases and resolved payment-related issues.

Accounts Receivable Collections Customer Service Case Management Database Management Communication Skills

Service Desk Analyst

Tata Consultancy Services

Apr 2017 - Nov 2017 (7 months)

Delivered high-volume L1 IT support, handling 40-60+ tickets daily with 95%+ SLA compliance. Provided remote support and managed user accounts, improving first-contact resolution by 20%.

ServiceNow Jira Remedy Windows Microsoft 365 Google Workspace Excel Remote Support SLA Management Customer Satisfaction

Technical Support Engineer L1

Oficina Asesora TIC - Alcaldia Municipal de Guadalajara de B

Jan 2014 - Mar 2017 (3 years 2 months)

Provided L1 technical support for hardware, software, and network issues, achieving 95%+ SLA compliance. Trained 400+ users on digital tools and contributed to knowledge base documentation.

Hardware Support Software support Network Troubleshooting ITIL Ticketing Systems User Training Knowledge Base