Steven Doan

About Steven Doan

Experienced Analyst with a demonstrated history of working in the E Commerce and Operations. Skilled in Tableau, DBT, Snowflake, Microsoft SQL, Zendesk, Salesforce, Microsoft Excel, Customer Service, and Microsoft Word. Strong marketing professional with a Bachelor of Business Administration (B.B.A.) focused in Marketing, Communications, and Advertising from Western New England University.

Experience

1. Support Operations Analyst

   Rapid7

   Apr 2022 — Present · Boston, MA, US

   Built the xOne Escalation Dashboard to provide end-to-end visibility into support escalations, including trends by product, region, case owner, and escalation type; included CSAT comparisons (actual vs. Frame AI-predicted) and proactive vs. reactive escalation patterns.• Developed Support Manager Performance Dashboard enabling weekly/monthly team performance tracking across key SLOs (CSAT, First Response, Manager Review, Case Review, Proactive Escalations, and Impact Sessions); implemented a data quality alert system to flag duplicates caused by Google Sheets input.• Collaborated with Engineering to launch the SEC Dashboard, tracking cases tied to JIRA tickets and comparing SLO performance between Support-only vs. Support+Engineering workflows.• Maintained the Global Support KPIs Dashboard reporting on backlog WOH, TTR, SLO adherence, CSAT, and PPV for leadership visibility.• Created Highspot Engagement Dataset using Snowflake/SQL to track daily Course and Learning Path views by employee role; joined and filtered four data sources via CTEs and optimized performance by deduplicating via trending/view dates.• Built a Salesforce Email & Meeting Dataset to track internal/external comms per account; categorized activities by type (calls, no answers, Gong, next steps, etc.) and created flags for replies, meeting duration, and contact engagement; QA’d output and tested row uniqueness via primary key validation.

Education

• Western New England University

  Bachelor of Business Administration (B.B.A.)

  2011 — 2015