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naimerlysc

Nai Cadena

@naimerlysc

Automation and Process Analyst

Spain
English, Spanish
About me
I specialize in turning manual processes into fast and reliable automated workflows. With deep knowledge of programming languages and specialized software I help automate repetitive tasks and reclaim wasted hours on manual work. I bring an end to end automation, from simple excel macros to complex data pipelines. Clean and professional code that is easy to maintain. Consultative approach, advise on the best tools and architecture on a specific use case.... Read more

Skills

n
naimerlysc
Nai Cadena
Offline • 
Average response time: 1 hour

See my services

Automations & Agents
I will automate your business processes using make, power automate, n8n, or zapier
From$20 / projectMore details

Work experience

ITFIRM

ITFIRM

Full-time • 4 yrs 9 mos

Business & Process Analyst

May 2023 - Present • 3 yrs 4 mos

• Automated Manual Workflows: Built low-code automations using Power Automate, Make, and Zapier to extract inbound email data and route it to client platforms, cutting task times from hours to minutes. • Led Tool Migrations: Directed the seamless migration from Datto RMM to Ninja RMM, managing device transfers and agent deployments via scripting without downtime. • Accelerated Approvals: Automated the Change Management process in HaloPSA, cutting approval bottlenecks from days to hours. • Built KPI & BI Dashboards: Developed SQL reporting systems and custom HaloPSA/MSPbot BI dashboards to track real-time SLA and KPI compliance. • System Integrations: Integrated HaloPSA with Cisco Meraki to automatically convert hardware failures and monitoring alerts into support tickets. • Custom Power Apps: Developed Teams-integrated Microsoft Power Apps for client requests and time-off tracking, significantly reducing inbound call volume and manager overhead.

IT Service & Process Analyst

Dec 2021 - May 2023 • 1 yr 5 mos

• Designed a ticket triage workflow from scratch (previously informal), cutting assignment time from 1 hour to under 20 minutes and reducing misrouted tickets by ~70% • Reduced ticket classification errors by over 80% through improved workflow rules across Zendesk, AutoTask, and HaloPSA • Built response-time alerts that brought client reaction time down to under 5 minutes and eliminated abandoned tickets • Introduced core service KPIs (resolution time, response time, CSAT, SLA) and selected and implemented the company’s first CSAT tool - giving leadership visibility into satisfaction for the first time • Managed a distributed support team of 8 across the US, LATAM, and Asia • Supported the AutoTask → HaloPSA migration as business analyst