Jonathan Edwin Rickner

I build BI, Power Platform, and contact-center analytics solutions that turn complex operational data into trusted dashboards, governed KPI frameworks, automated workflows, and executive-ready decision support. My background combines 20+ years of business intelligence, workforce analytics, contact-center operations, reporting modernization, and technical business analysis across Fortune 50 automotive, healthcare, behavioral-health, and BPO environments. I work best where business operations, data engineering, reporting, WFM, Quality, and leadership all need the same thing: clear definitions, trusted data, useful reporting, and tools people actually use. Current strengths include Power BI, Databricks, SQL, Delta Lake, Power Platform, Power Apps, Power Automate, SharePoint, Excel automation, DAX, Power Query, NICE CXone, NICE Performance Management / NPM, NICE WFM/IEX, NICE SmartSync, NICE Data Explorer, Tableau, KPI governance, source-to-report validation, and enterprise reporting frameworks. I have deep experience in contact-center data and metrics, including service level, ASA, abandon rate, occupancy, shrinkage, adherence, staffing risk, forecast accuracy, CSAT, NPS, FCR, quality scores, coaching effectiveness, vendor scorecards, performance guarantees, and BPO governance. I am especially interested in roles involving Senior BI Development, Power BI, Power Platform, Databricks, Contact Center Analytics, NICE WFM, NICE CXone, NICE Performance Management, Workforce Analytics, Technical Business Analysis, reporting modernization, and operational intelligence.