PROFESSIONAL SUMMARY

Highly accomplished DBA/Systems analyst with demonstrated success as a Project Manager in creating, implementing and managing system solutions from conception to implementation. Special expertise lies in problem solving, workflow systems analysis, procedures redesign and user training. Excellent analytical, communication and interpersonal skills. Almost 10 years experience in managing people. Able to multi-task in fast paced office environment with aggressive deadlines. Excellent inter-personal and customer service skills.

PROFESSIONAL EXPERIENCE

Confidential

DBA / System Administrator Information Technology

• Responsible for installing and updating database platforms SQL 2000 / 2005, and Pervasive SQL
• Established and maintained sound backup and recovery policies and procedures.
• Integrated host SQL database environments with 3rd party software applications.
• Monitored and tuned servers to maximize performance communicated to upper management the health of our systems on a weekly basis.
• Responsible for checking OS Event Logs, SQL Server Logs, and Security Logs for unusual events.
• Authored and supported DTS packages / Maintenance plans on both MS SQL platforms to handle ETL, Disaster recovery, High Availability.
• Responsible for establishing and maintaining Security policies and best practices on our servers.
• Maintained integrity of the information stored on our servers through series of maintenance plans and audits.
• Monitored storage requirements, and communicated a needs analysis quarterly to upper management for capacity planning.
• Scripted and supported DB views for reporting and analysis.
• Supported multiple site remote user environments through deployment of Terminal Services in Windows Server 2003 environment, as well as published applications via Citrix.
• Produced automated user interfaces as conduits between host systems utilized for producing audit reporting and Adhoc user reporting.
• Responsible for data-mining from legacy systems for conversion to new Benefits Administration / Payroll Processing platform.
• Part of team that developed and implemented 3rd party CRM software application to fit business model administered system post-implementation.
• Managed Open Enrollment for Health, Life, and 401 k benefits for entire client base, including internal enrollments. Developed processes for transferring of HIPAA compliant data between internal host systems and medical carrier systems.
• Responsible for working with 3rd party software / hardware vendors in design and implementation of new applications, as well as training staff in use of products.

Confidential

Lead Analyst Collections MIS and Support

• Reduced call abandon rate in Collector Support Unit by 6.5 within 60 days of accepting assignment by analyzing historical call volume data, adjusting staff schedules, and setting appropriate goals.
• Created call tracking database identifying call-type trending for Collector Support Unit in order to provide management a training tool for Collectors, resulting in fewer calls reaching Support Unit.
• Managed strategy implementation as database administrator for Computer Aided Collection System through writing the code used in segmenting delinquent accounts by risk score, balance breaks, and delinquency.
• Lead a system conversion team assembled to test, analyze, and report issues and required resources to management as needed.
• Reduced Collector incentive processing time by 30 as a result of designing and implementing an automated MS Access database.
• Designed and automated end user desktop application for department allowing management 24/7 access to Collector performance analysis and Business statistics.
• Led project team of 7 people that designed national quarterly compliance audit for Private Label Oil providing management a vehicle for identifying internal gaps in processes and ways to mitigate risk to federal banking guidelines.
• Received Citi Cards Operating Innovation recognition and Manager of Quarter awards for performance.
• Developed 6 software applications that streamlined information retrieval pertaining to agent productivity and department performance, and ensured company was in compliance with business policy.

Confidential

• Conducted remote monitoring of 3rd party Collection agency performance, monthly auditing of account placements, payments, and account re-calls. Established goals for agencies, maintained Recovery Management System RMS queuing strategies.
• Created and maintained Recovery Unit productivity measures and standards in order to monitor staff performance, and to enable management a way to coach and develop team members.
• Served as liaison between Agencies and Citi Cards management. What did you do -
• Authored queuing scripts in order to apply appropriate recovery strategies to accounts segmented for 3rd party Collection.

Confidential

First collector in unit to reach 100K in payments in a single month.

Confidential

Manager

• Created and maintained budget, accountable to the owners to be at or under our fiscal budgets.
• Maintained food / drink inventories
• Responsible for quality control initiatives
• Placed ads in local media
• Managed staff performance, training, etc.
• Responsible for deposits, GL entries, quarterly / annual reporting

Confidential

Manager

• Created and maintained budget, accountable to the owners to be at or under our fiscal budgets.
• Maintained food / drink inventories
• Responsible for quality control initiatives
• Placed ads in local media
• Managed staff performance, training, etc.
• Responsible for deposits, GL entries, quarterly / annual reporting