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Shane Boyce

Shane Boyce

Certified

Senior Analyst

City of Corvallis

Technologies

My Portfolio Highlights

My New Course

Understanding Cloud Computing

My New Course

Understanding Cloud Computing

Insights artist, painting vivid pictures of knowledge with data as the brush.

My Work

Take a look at my latest work.

course

Intermediate Importing Data in Python

course

Introduction to Importing Data in Python

course

Understanding Cloud Computing

course

Intermediate Importing Data in Python

My Certifications

These are the industry credentials that I’ve earned.

Data Analyst Associate

Data Analyst Associate

Data Engineer Associate

Data Engineer Associate

DataCamp Course Completion

Take a look at all the courses I’ve completed on DataCamp.

Courses

Introduction to SQL
Intermediate SQL
Joining Data in SQL
Understanding Cloud Computing

My Work Experience

Where I've interned and worked during my career.

Freedom Forever | Mar 2023 - Present

Information Technology Engineer

Manages 11 Zendesk Instances and over 400 users for a variety of internal departments to ensure operating efficiency. Develops dashboards in multiple BI tools as well as creating excel reports. Works with key stakeholders to develop optimization plans and increase interdepartmental collaboration and efficiency. Reviews process to ensure compliance with data governance. Negotiates with vendors on pricing, integrations, and implementations. Builds EMV and cost-benefit analysis on proposed plans. Migrates data via Python and APIs across systems. Creates process documents and standard operating procedures and adheres to ITIL standards. Manages systems with an Agile approach.
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Envoy | Apr 2022 - Nov 2022

Implementation Consultant

Guide and educated Zendesk customers using the Envoy Success Methodology and Framework to give them proactive assistance as they onboard and configure their Zendesk products. Specialized in Zendesk BI reporting in Explore. Maintained product expertise across the Zendesk product line Collaborated in establishing world-class customer service policies, processes and standards Provided business consultation for customers, capture the business problem we are solving together, and configured their Zendesk in order to meet and exceed expectations Performed issue identification, communication, and resolution for moderately complex issues Respond to high-profile, high-impact customer escalations in a fashion that encouraged confidence and continued customer loyalty Translated client goals and success criteria into a design according to scope Asked questions and digging into the customer’s specific use-cases, capturing the business problem to solve Running Design & Configuration sessions with customers (onsite/remote) Recommending best practices in alignment with client’s organizational and functional requirements Preparing and presenting Functional Design Documentation to different levels of the client’s organization Configuring the Zendesk application to support the customer’s needs and help to drive value in their organization Conducting virtual meetings, training, and knowledge transfer sessions according to Envoy's Customer Success methodology

NAVEX Global | Jan 2021 - Apr 2022

Implementation Manager – EthicsPoint

Recognized leader in risk and compliance management software and services, with integrated risk prediction and mitigation solutions deployed to 13K+ customers in more than 85 countries, including 91 of the Fortune 100. Administered and orchestrated up to 40 concurrent projects relating to EthicsPoint software solutions Builds trusting relationships with global customers while evaluating project requirements, educating customers on best practices, and training new users; effectively motivates product buy-in and adoption Identifies and capitalizes on opportunities to cross-sell and upsell products based on customer needs and objectives Schedules project kickoff calls to ensure expectations are met and closure calls to ensure deliverables are complete Leads customers through integration and transition to resources that meet their non-project needs and/or ongoing support Mentors and facilitates the professional development of new hires as a member of the NAVEX CSO MENTOR Network

NAVEX Global | Jan 2019 - Jan 2021

Senior Support Technician – Triage Team SME

Initiated utilization of Salesforce Lightning to manage, create, and maintain macro library Created Salesforce CRM dashboards and reports to measure team performance and identify areas of improvement Designed and managed reports to identify, correct, and resolve issues relating to internal processes and customer service Evaluated and categorized support tickets for data processing and tagging Performed data cleaning, transforming, and scrubbing; interpreted data to resolve and/or prevent issues in real time Developed and standardized department processes and operating procedures, in addition to documenting best practices Led, coordinated, and ensured successful cross-training between cross- functional support teams

NAVEX Global | Jan 2017 - Jan 2019

Support Technician – EthicsPoint

Collaborated with multiple teams to manage projects in support of EthicsPoint, NAVEX’s incident management solution Managed and tracked customer requirements using Salesforce CRM, ensuring alignment of services with customer needs Led team in volume, performance, and customer satisfaction, as well as customer support upsells in 2018

Franciscan Montessori Earth School | Jan 2014 - Jan 2017

Assistant instructor at SFA

N/A

Franciscan Montessori Earth School | Jan 2013 - Jan 2016

Program Assistant

Co-taught as and coordinated activities for middle school students through interdisciplinary material. Responsible for Math, special needs tutoring, religious studies, debate, theater and more.

Baha'i Council NW | Jan 2013 - Jan 2014

Agent

As a full time service youth, I was tasked with bringing the programs of the Ruhi Institute to Clark County, Washington. I taught many classes for spiritual education for children, community groups for adolescents to expand their capacity for service and training youth and adults to systematically learn and run their own programs.

City Year | Jan 2012 - Jan 2013

Corps Member

City year is a non profit dedicated to the drop out crisis in the united states. City Year provides students with training to effectively impact students in the areas of math, literacy, attendance and behavior as well as providing leadership development to participants and student partners.

KFC USA | Jan 2011 - Jan 2012

Team Member

Provide great customer service and fast food!

Peer Information Center For Teens Inc. | Jan 2011 - Jan 2012

Intern

Peer Information Center for Teens Inc. is a non-profit that works on students communication skills. The communication skills allow these high school students to positively affect the school in environment using advanced problem solving skills. Also, community service outreach options are provided. Members, after training, can take a Peer Helper class during the regular school day for credit. During this time, students go to other schools to provide lessons based on physical, mental and drug safety through a program called "Protecting You, Protecting me."

My Education

Take a look at my formal education

Master of Business Administration - MBA, Information Technology  · (JanuaryWestern Governors University | 2023
Master of Science - MS, Data AnalyticsWestern Governors University | 2022
Bachelor of Science - BS, Data Management and Analytics  · (MarchWestern Governors University | 2022
AMI Assistant Certificate Association Montessori Internationale, Portland Montessori Institute | 2014
Communication and Media StudiesIndiana University East | 2013

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