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Kevin Becker

Freelance Business Consultant & Operations Manager

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Location:Atlanta, Georgia, United States
Profile:https://www.freelanced.com/kevinbecker
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Kevin J. Becker

BUSINESS OPERATIONS ANALYST

I am a trained Black Belt with a Master’s Degree in Operations Research and over 10-years of experience in the high-tech industry where I’ve led technical projects and programs for Executives concerned with the continuous improvement of business operations, product quality, and profitability

SKILLS

Performance Monitoring
Ad hoc reporting, data mining, KPI metrics, dashboard design and development

Prediction Modeling
Data mining models, business simulations, forecasting

Business Process Optimization
Decision support application projects, black belt change management, six-sigma quality management

PROFESSIONAL EXPERIENCE

Brocade Communications Systems 2010—2011
Business Analyst
Developed analytics for early warning of stressed customer accounts based on measures of abnormal service interruption frequency and problem resolution duration
Developed a set of reports and dashboard for prioritization of service contract renewal workload and visualize contract renewal performance trends
Developed analytics and leads for service uplift sales campaigns based on partner service escalation event frequency

Hewlett-Packard Company 2002—2009
Internal Consultant
Led a global team of subject matter experts and IT developers to author, validate, and implement a common set of sales performance metrics for the Global Services Sales VP
Developed reports for the Regional Sales VPs that enabled their timely discovery of warranty conversion rate, retention rate, and sales growth trends
Developed an analytical model to help the Global Services Finance VP determine how to best allocate and adjust headcount capacity across regions and service pillars
Created a novel text data mining application for identification and recommendation of add-on services based on customer support event frequency and content
Provided reporting used by HP Services to determine service partner quarterly payments based on integration of worldwide contracts data

Compaq Computer Corporation 1997—2002
Master Black Belt
Managed a major Enterprise Data Warehouse BI development project that consolidated all of Compaq’s direct and indirect channel partner service event transaction data—used the Earned Value Analysis project tracking methodology to monitor project schedule and cost which resulted in the successful delivery and completion of the project on time and within budget
Developed a simulation model and metrics to predict/validate the ROI of knowledge centered support adoption in the mission-critical call center network that led to a 70% reduction in support cost per incident.
Received an award from the Nonstop Engineering VP for my analytical support of a warranty cost reduction program initiative that achieved the lowest warranty cost as a percentage of revenue in the company
Co-authored a seminal research paper on how best to dynamically allocate tasks to intelligent processors in various service settings as published in the European Journal of Operations Research

Tandem Computers, Inc. 1994—1997
Quality Manager
Architected the hardware and software quality metrics that were utilized by Tandem to manufacture commercial online transaction processing systems with the highest availability in computing industry
Designed and managed the implementation a decision support application used by Engineering to more intelligently triage software change requests that resulted in the reduction of customer escalations to Senior Management
Provided the Customer Support VP with accurate forecasts of annual workload based on installed base growth dynamics and corrective maintenance rates that were instrumental in achieving optimal customer support agent headcount

EDUCATION

M.S., Operations Research, 1986, Naval Postgraduate School
B.S., Operations Research, 1979, United States Naval Academy

METHODS & TOOLS

Data Mining (Classification, Clustering, Prediction, RFM Analysis), Decision Analysis (Influence Diagrams, Decision Trees, Mathematical Programs & Optimization, System Dynamics), Earned Value Analysis (Project Management), Quality Improvement (Six-Sigma, Statistical Process Control)
SQL Server 2008, T-SQL, Oracle OBIEE (10g Client), Business Objects (Web Intelligence User), GQL, Tableau (Professional Ed.), MS Access (data flows, macros, reports), MS Excel (Pivot Tables, Solver Optimization Models), MS Visio (ER Data Modeling), Analytica (Influence Diagrams, Decision Models, Monte-Carlo Simulations), Minitab (predictive analytics)