Omaro Taylor
Email:-LinkedIn: https://www.linkedin.com/in/omaro-taylor-\
Telephone: -
PROFESSIONAL SUMMARY
Seasoned professional with extensive experience in desktop support, team management, staff
training, reporting, client support and BPO quality management procedures. IBM Certified in the
usage of a selection of programming languages and tools to create analytic, data mining and data
wrangling solutions. Boasts advanced expertise in Microsoft Excel and Power BI applications.
CERTIFICATIONS
IBM DATA SCIENCE PROFESSIONAL CERTIFICATE (click the below link to view)
https://www.youracclaim.com/badges/db1511c5-c6ff-4806-a6b9-8bc15a8f0e57/public_url
The holder of this certification is ready for a career in data science with demonstrated ability to solve
for real-world problems. They can apply Data Science methodology, work with Jupyter notebooks,
create Python apps, access relational databases using SQL & Python, use Python libraries to generate
data visualizations, perform data analysis using Pandas, construct & evaluate Machine Learning (ML)
models using Scikit-learn & SciPy and apply data science & ML techniques to real location data sets.
EXPERIENCE
CORPORATE TRAINER
COMAID Computer Training and Services, Kingston
Nov 2018 – present
➢ Facilitates in-person and online training of private and public sector employees in the usage
of a wide range of software applications including QuickBooks, Excel, PowerPoint and Access
on varying levels of competency.
DESKTOP SUPPORT
Open Campus- University of the West Indies, Kingston
July 2019 - Mar 2020
➢ Maintained desktop stations and equipment used within the department.
➢ Documented and tracked IT related issues utilizing designated ticketing system.
➢ Acted as first line of support in the resolution of reported issues.
SENIOR QUALITY SPECIALIST
Sutherland Global Services- Microsoft Account
Mar 2016 - Sep 2018
➢ Conducted Big Data analytics which provided useful performance insights that were utilized
by management and team leaders.
➢ Implemented data-management solutions that significantly reduced the Quality
Department's report turnaround time.
➢ Audited front-line agents for adherence to company policy with regards to customer
interactions and handling of customers' accounts.
➢ Trained new hires and coached agents who received low audit scores.
➢ Reported on agent-based, team-based and account-based performance on a weekly, biweekly and monthly basis.
➢ Directly supervised teams of 15-20 agents throughout various pilot programmes.
CUSTOMER SERVICE ASSOCIATE
Sutherland Global Services- Microsoft Account
August 2015 - March 2016
➢ Provided billing management and customer service via phone and chat.
➢ Promoted to Senior Quality Analyst 7 months post-employment for consistent high
performance within assigned KPIs.
EDUCATION
Bachelor of Science in Information Technology
University of the West Indies, Mona
Currently on Leave of Absence
Manchester High School-
EXTRA-CURRICULAR ACTIVITIES
TECHNOLOGY OFFICER
Jamaica Association for Debating and Empowerment (JADE)
September 2019- September 2020
➢ Provided recommendations and insight and supervision towards JADE’s implementation of
various technological solutions.
➢ Developed an analytic dashboard that provided snapshots of JADE- registered debating
societies across the island.
VOLUNTEER
KEEP GROWING LIMITED
June 2019- July 2020
➢ Contributed to the smooth execution of conferences through the supervision of the
registration process and handling of guest speakers' presentations.
➢ Performed other requested tasks as needed.
