Stuart Britt
Lexington
Summary
Results-driven IoT Application Analyst with expertise in technology and business process improvement. Proven ability to analyze data trends, mentor junior analysts, and streamline workflows for enhanced efficiency.
Overview
20
20
years of professional experience
1
1
Certification
Work History
IoT Application Analyst - AT&T
SquareTrade
Brisbane, CA
09.2019 - 03.2026
- Analyzed application performance to identify issues and recommend enhancements.
- Collaborated with cross-functional teams to streamline software deployment processes.
- Developed and maintained documentation for application configurations and workflows.
- Led user training sessions to improve system utilization and support adoption of new features.
- Collaborated with cross-functional teams to ensure seamless integration between applications, improving business processes.
- Evaluated emerging technologies to enhance application functionality and user experience.
- Analyzed complex data sets to identify trends and support decision-making processes.
- Mentored junior analysts, providing guidance on best practices in data analysis and reporting.
- Led initiatives to streamline reporting processes, reducing turnaround time by implementing new methodologies.
Senior Technical Support Analyst
SquareTrade/Plumchoice
Brisbane, CA
01.2015 - 09.2019
- Led troubleshooting efforts for complex technical issues, ensuring timely resolution and customer satisfaction.
- Developed and implemented support documentation to enhance team efficiency and knowledge sharing.
- Trained junior analysts on advanced support tools and best practices to improve service delivery.
- Analyzed support trends to identify recurring issues, driving strategic improvements in product features.
- Managed escalations from clients, providing expert guidance and ensuring adherence to service level agreements.
- Spearheaded initiatives to streamline ticket resolution workflows, resulting in reduced response times for customer inquiries.
- Shared best practices within the team which resulted in a more skilled workforce capable of handling complex cases.
- Updated knowledge base articles regularly, ensuring easy access to relevant information for both clients and team members alike.
Quality Assurance Analyst
PlumChoice
Billerica, MA
08.2008 - 01.2015
- Audits for customer interactions with various groups and types of calls and chat
- Conducted comprehensive audits to ensure compliance with quality standards and regulatory requirements.
- Trained junior QA staff on best practices in testing methodologies and documentation standards.
- Utilized root cause analysis techniques to identify underlying issues contributing to product defects or customer complaints.
- Evaluated accuracy of existing quality assurance measurement techniques, implementing improvements to increase efficacy and reduce errors.
- Enhanced overall efficiency of the quality assurance process by streamlining workflows and documentation.
- Submit audits in Verint QRM, send out appropriate action items for zero tolerance violations to management
- Submit reporting with quality metrics for management review
Level 3 Advanced Technician Specialist
Time Warner Cable
Wilmington, Nc
01.2006 - 05.2008
- Diagnosed and resolved complex technical issues to enhance customer satisfaction.
- Developed and implemented innovative solutions for network performance optimization.
- Led troubleshooting initiatives for advanced broadband technologies, ensuring service reliability.
- Mentored junior technicians, enhancing team knowledge and skills in system operations.
- Managed escalated customer concerns effectively, maintaining high standards of service excellence.
- Promoted a positive work environment by fostering teamwork among colleagues and addressing any conflicts or issues in a timely manner.
- Enhanced system performance by troubleshooting and repairing complex hardware and software issues.
- Achieved consistent success in meeting project objectives through careful planning, diligent work ethic, and effective problem-solving skills.
Education
Associate of Science - Networking Technology
Davidson Community
Lexington, NCSkills
- Customer support
- Process automation
- Business process improvement
- Application Analysis
- Reporting and trending data
- Incident management
- End-user training
- Cost-benefit analysis
- Business analysis
- Attention to detail
Certification
Comptia A+
Alarm.com
Microsoft MCP Windows 7
Languages
Spanish
Limited Working
Timeline
IoT Application Analyst - AT&T
SquareTrade
09.2019 - 03.2026
Senior Technical Support Analyst
SquareTrade/Plumchoice
01.2015 - 09.2019
Quality Assurance Analyst
PlumChoice
08.2008 - 01.2015
Level 3 Advanced Technician Specialist
Time Warner Cable
01.2006 - 05.2008
Associate of Science - Networking Technology
Davidson Community