This was my first analytics project at MITRE. The team I worked with was working on ways to improve KPIs and meet SLAs while transitioning to new vendors. Throughout this project, I worked with R and Python to validate data from Service Now. With transitions occurring, vendors often did not meet their KPIs and SLAs and often had major outages in service. Upon request from the sponsor, I created a Power BI dashboard consisting of data validation metrics on a monthly and daily scale in addition to a major incident “calculator” tool. At the end of each month the vendor could request a review for a major incident that occurred and have it excluded form KPI and SLA measurements. Based on the incident characteristics, the tool would classify the incident/outage as major or not. Implementation of this tool allowed the vendors to successfully meet their required SLAs.

Team shoutouts:

Made “impact to ECO's customer focused outcomes as priorities and by enabling data driven decisions rather than subjective decisions. Support the ASA SLA Data Verification and Validation they retrieved the data from the CCI platform and used programming techniques to filter and manipulate the data that led to multiple discoveries. Identified the impact of Major Incidents outages on ASA SLA, on Staffing levels. Collaborated with MTIRE Team to build a simple but effective data validation tool. Provided multiple data visualizations to ensure the VA understanding of the associated insights.”