Building executive dashboards to optimize healthcare IT service delivery
As a data science consultant for Nordic Global, I designed and optimized Power BI dashboards for the Epic Application Management program. Working with a cross-functional team, I built custom DAX queries and M transformations to track service-level agreement compliance, ticket resolution times, and performance metrics across multiple healthcare clients.
The dashboards incorporated business-hours logic, client-specific SLA thresholds, and conditional formatting to immediately highlight performance gaps by department, client, and technical complexity. These executive-ready visualizations enabled data-driven decisions about resource allocation and service improvement.
Technical Implementation & Business Impact
The Power BI implementation required advanced DAX for custom calculations including business-hours resolution time, priority normalization across clients, and dynamic SLA threshold comparisons.
I designed ETL pipelines using M queries to clean and transform raw ticketing data, then built conditional formatting rules that provided instant visual cues about performance issues.
The visualizations enabled Nordic Global's leadership to quickly identify underperforming areas, allocate support resources effectively, and demonstrate value to healthcare clients through data-driven performance reporting.
