Professional Experience
Data & Insights Analyst, HP Personal Systems Customer Experience
and Portfolio Strategy, Houston, TX, Nov-2019 – present
- Project manage development and implementation of internal tools
featuring multiple product details used by 500+ salespeople.
- Develop Tableau dashboards to provide business insights related to
product cost, order, and shipment data.
- Establish and optimize processes for reporting on product cost,
orders, and shipments.
Senior Analyst, Workstation Cost Management, HP Personal Systems Commercial System
& Cost Management, Houston, TX, Feb. 2017 – Oct. 2019
- Track and report costs for workstation products throughout the
product development lifecycle.
- Work with R&D, Marketing, and Finance to ensure products
maintain expected margins.
Forecasting and Planning Analyst, Apple Inc. Retail Contact Center,
Austin, TX, Jul. 2014 – Feb. 2017
- Utilized operational data to forecast weekly and monthly
transactional and manpower (FTE) requirements for:
- Sep. 2015 – Feb. 2017: worldwide Order Administration
(Fraud Prevention, Payment Support, Order Support, and Business
Support).
- Jul. 2014 – Aug. 2015: phone sales and service for the
Americas, EMEA, and Japan.
- Automated (via VBA) and improved (through the addition of regression
and time series models, i.e., exponential smoothing) existing
forecasting and planning models.
- Analyzed forecast accuracy and verified, investigated, and
quantified variances and impacts.
- Developed and prepared standard reports to assist the Apple Retail
leadership team.
Senior Business Analyst, Hewlett-Packard Company
(now HP), Customer Service and Support
(CSS) - Americas, Houston, TX, Apr. 2011 – Jul. 2014
- Led a seven person team in multiple geographies (India, Mexico,
Costa Rica) to provide technical analyses and subject matter expertise
for analytics, inventory control, and optimization projects.
- Led and participated in cross-functional project teams for
predictive and descriptive analytics & reporting in customer support
operations.
- Built decision support tools using business intelligence
applications (Tableau and QlikView).
- Program managed the post-service event customer support survey for
the Americas region. Interfaced with internal teams and HP’s survey
vendor on behalf of regional stakeholders. Provided survey analytics and
reporting including target-setting for key performance indicators
(KPIs).
- Served as HP’s analytics and reporting point of contact for an
outsourced contact center vendor. Led efforts to fix reporting issues
for this vendor’s sites.
- Developed and delivered a week-long Tableau Desktop training course
for HP analysts.
- Created an analytics forum for multiple HP customer support teams to
share analytics best practices.
- Served as a PPS (Printing and Personal Systems Group) Ambassador,
helping to explain corporate and group initiatives to employees and
gathering employee feedback for CSS executives. Also helped organize
service projects and social events for the Houston-based employees in
the CSS organization.
Operations Research Analyst, Hewlett-Packard Company
(now HP), Americas Customer Support
Operations, Houston, TX, Aug. 2004 – Apr. 2011
- Consulted on planning, forecasting, staffing, and inventory
activities with internal and outsourced contact centers and repair
centers in multiple geographies.
- Developed and implemented operations research models (LP, MIP, and
simulation) for contact centers and repair centers, including daily
delivery of call volume across multiple contact centers and determining
the disposition of repair inventory for build vs. buy
decision-making.
- Co-developed and implemented a model for near real-time prediction
of contact center outsourcer costs.
- Planned for the delivery of inbound customer support calls for
InkJet printers to multiple sites of internal and external contact
centers and predicted contact center KPIs using regression.
Teaching and Research Assistant, Texas Tech University Department of
Industrial Engineering (now Department of Industrial,
Manufacturing, and Systems Engineering), Lubbock, TX, Aug. 2002 –
May 2004
- Graded homework and projects for undergraduate classes of 50+
students per semester
- IE 3301 (now IE
3324) – Engineering Economic Analysis, also provided tutoring,
Spring 2004
- IE 3343 (now IE
3346) – Quality Assurance & Engineering Statistics, Spring
2003
- IE 1305 (now IE
1385) – Engineering Analysis (Visual Basic Programming), Fall 2002
and Fall 2003
- Researched an inventory control model for automated pharmaceutical
dispensing machines, potentially saving approx. $100,000 annually for a
local hospital (presented
at INFORMS
2007).
Materials Management Coop, Ethicon, Inc. - a Johnson & Johnson
Company, San Angelo, TX, May 2000 – Dec. 2000
- Supervised twenty-five warehouse associates and oversaw timely
filling of orders.
- Developed work standards (i.e., expected throughput) for warehouse
associates.
- Participated in cycle counts and variance analyses.
Education
Post
Graduate Program in Data Science and Business Analytics, McCombs School of Business,
University of Texas at Austin, (certificate),
Austin, TX, 2022
Master
of Business Administration, Naveen Jindal School of
Management, University of Texas
at Dallas, Richardson, TX, 2012
Master
of Science in Industrial Engineering, Texas Tech University, Lubbock, TX,
2004
- Concentration in Operations Research
- Researched an inventory control model for automated pharmaceutical
dispensing machines, potentially saving approx. $100,000 annually for a
local hospital (presented
at INFORMS
2007).
Bachelor
of Science in Industrial Engineering, Texas Tech University, Lubbock, TX,
2002
Professional Development Coursework
- Machine
Learning: From Data to Decisions, MIT Professional Education (certificate),
Feb. - Apr. 2020
- Presenting Your Ideas at the Executive Level, Mandel Communications, Mar. 2019
- Presenting Data
and Information, Edward Tufte, Jan. 2018
- Johns
Hopkins University/Coursera Data Science Specialization,
Dec. 2014 – Feb. 2016
- Access 2007
Introduction, ONLC Training
Centers, Dec. 2011
- Introduction
to Data Mining and SAS Enterprise Miner, M2006
Pre-Conference Training, SAS
Institute, Oct. 2006
- Quality
Audits for Improved Performance, American Society for Quality,
Jun. 2006
- SAS
Programming 1: Essentials, SAS Institute, 2006
- Project
Leadership, Management, and Communications, ESI International, Mar. 2005
Presentations
- “My IE Career” by Steven Myles. Texas Tech University Department of Industrial,
Manufacturing & Systems Enginering IE
2401 guest presentation, 25 April 2023
- “Storytelling
for Engineers” by Steven Myles. University of Houston Cullen College of Engineering PROMES Maximizing
Your Power Weekend 2012, 7–8 September 2012
- “University of
Houston Engineering Summer Camp - Young Engineers Panel
Discussion,” Hewlett-Packard
Company, 21 June 2012
- “Projecting
Outsourced Contact Center Agent Availability,” by
Steven Myles, Viroj Buraparate, and Sunil Kumar G. University of Pennsylvania Wharton Financial Institutions
Center Contact
Center Forum 2008, 28–29 February 2008
- “Forecasting
and Planning Diagnostic Techniques for Service Operations,”
by Steven Myles, Viroj Buraparate, and Atul Dhawan. INFORMS
2007, 4–7 November 2007
- “Inventory
Control for Automated Drug Dispensing Machines: A Service Level
Policy,” by John E. Kobza,
Steven Myles, Sean Dunagan, Garrett Heath, and Surya D.
Liman. INFORMS
2007, 4–7 November 2007
- “Optimization
Strategies for Resolving Inventory Problems in Customer Service Repair
Centers,” by Steven Myles, Viroj
Buraparate, and Terrell Thruston. INFORMS
2005, 13–16 November 2005
- “Optimal
Call Center Capacity Allocation Model,” by Will Lin, Atul
Dhawan, Steven Myles, and Saravanan
Venkatachalam. INFORMS
2005, 13–16 November 2005
Selected Additional Experience
Host/Co-host, KTXT-FM, Texas Tech University, Lubbock, TX,
Aug. 2002 – May 2004
- Hosted/co-hosted “Domestics,”
a radio program featuring local (Lubbock and Texas) music
- Co-host, Jan. – May 2004, Aug. – Oct. 2003, Aug. 2002 – May
2003
- Host, May – Aug. 2003, Oct. – Dec. 2003
- Featured local artists and promoted KTXT-sponsored activities on
campus and in the Lubbock area
- Worked additional shifts at the radio station, providing news and
entertainment to the listening audience
Music Department Manager, Hastings
Entertainment, Lubbock, TX, Aug. 2001 – Apr. 2002
- Managed the Music Department; yearly sales revenue estimated to be
around $1,000,000.
- Supervised, trained, and delegated customer service, sales, and
department-related tasks to six Music Department Associates.
- Collaborated with store and district management to establish sales
objectives.
Met or exceeded these objectives.
- Provided customer service and ensured compliance with corporate
merchandising policies.
Service Positions and Activities
Board Member (Jun. 2020 – present) and
Treasurer (Jun. 2021 – present), Industrial,
Manufacturing, and Systems Engineering Industrial Advisory Board, Department of Industrial,
Manufacturing & Systems Engineering, Texas Tech University, Jun. 2020 –
present
- Provide curriculum and other feedback to the IMSE faculty.
- Conduct mock interviews with and perform resume critiques for IMSE
students.
Fundraiser, Aramco Houston Marathon / Chevron
Houston Half Marathon, multiple dates
- Houston Food Bank,
Jan. 2018
- Raised more than $1,000 by running the Aramco Houston Half Marathon
(with Elizabeth Myles).
- Leukemia & Lymphoma Society,
Jan. 2013
- Raised more than $2,500 by running the Chevron Houston Marathon
(with Elizabeth Myles).
- American Cancer Society
- Jan. 2008 – Raised $1,800 by running the Chevron Houston Marathon
(with Elizabeth Myles).
- Jan. 2006 – Raised $500 by running the Aramco Houston Half
Marathon.
Board Member and Chair of the Alumni
Feedback Committee (Mar. 2014 – Dec. 2018), Group
Member (Jun. 2012 – Feb. 2014), Young Guns Texas Tech Young
Engineering Alumni, Jun. 2012 – Dec. 2018
- Plan for, develop, and coordinate delivery of an alumni feedback
survey
- Plan and conduct monthly committee meetings, devising ways to gather
alumni feedback for the Whitacre College of Engineering
(WCOE)
- Participate in Board decision-making, including group expansion to
additional cities
- Helped organize the Austin group including planning group meetups
and coordination with the Board and the WCOE in terms of dates,
locations, etc.
- Created, delivered, and analyzed a survey of recent alumni that was
presented to the Texas Tech University Whitacre College of
Engineering in order to allow it to better understand alumni
satisfaction and the quality of its programs relative to other
engineering institutions (February–April 2013).
Student Mentor, Institute of Industrial Engineers
(now Institute of Industrial and Systems
Engineers), May 2005 – May 2006
- Mentored an undergraduate industrial engineering student, including
discussions about career paths and graduate programs.
External Vice President, Texas Tech University
Chapter, Institute of Industrial Engineers (now Institute of Industrial and Systems
Engineers), Aug. 2001 – May 2002
- Planned and coordinated annual trip, including logistics and
scheduling, for 20 students to visit three companies’ manufacturing
facilities.
President, Texas Tech University
Chapter, Alpha Pi Mu, Aug. 2001
– May 2002
- Presided over meetings and planned service projects.
Awards and Honors
- HP Personal Systems Commercial System & Cost Management
Award, May 2020
- HP Personal Systems Commercial System & Cost Management
Clean Backyard Award, Nov. 2018
- Beta Gamma
Sigma, Business Honor Society, Mar. 2013
- HP Global Customer Support Operations Excellence
Award (shared with Dennis K. Abraham), Jun. 2009
- Order of the
Engineer, May 2002
- Texas Tech University College of Engineering Honorary
Engineering Scholar, Mar. 2002
- Gamma Beta
Phi, Honor Society, Feb. 2000
- Golden Key
International Honour Society, Nov. 1999
- Alpha Pi Mu,
Industrial Engineering Honor Society, Oct. 1999
- Kappa Mu
Epsilon, Mathematics Honor Society, Apr. 1999
- Pi Delta
Phi, French Honor Society, Apr. 1999
- Tau Beta Pi,
Engineering Honor Society, Mar. 1999
- Texas
Tech University Presidential Endowed Scholarship Recipient,
Aug. 1997 – May 2002
- Eagle
Scout, Troop 543, Lubbock, TX, Sep. 1994
Copyright © 2004– Steven Myles • https://stevemyles.site/cv/