Professional Summary

Highly accomplished Systems Administrator with demonstrated success as a Project Manager in creating, implementing and managing system solutions from conception to production. Special expertise lies in Windows SQL Administration, SSIS, business systems analysis, business metrics reporting, audit programs, problem solving, workflow systems analysis, technical writing, procedures redesign and user training. Excellent analytical, communication and interpersonal skills. Able to multi-task in fast-paced office environment with aggressive deadlines. Excellent inter-personal and customer service skills.

Skills

Programming Experience

• SQL
• T-SQL
• DB2
• QMF

Software used daily

• Seagate Crystal Reports
• Complete Microsoft Office Suite
• Microsoft SQL Server
• Microsoft SQL Server Management Studio
• SQL Enterprise Manager / Query Analyzer
• Avaya CentreVu Supervisor
• Adobe Acrobat 9.0 Professional
• SalesLogix CRM
• Cisco Unity Connection
• Cisco Callmanager
• Red Gate
• Virtual Infrastructure Client
• Monarch
• Relational Database Structures

Environments

• SQL Server 2000 / 2005
• Windows Server 2000 / 2003
• Windows XP
• Windows Terminal Services
• Windows Vista
• VMware
• Citrix

Confidential

Configuration Analyst

• Configuration Analysts are accountable to the Service Delivery Manager for the configuration and unit testing of the system to perform according to the business rules as outlined in the Discovery Notebook Spec . The Analyst also focuses on project/Scope change control work and is the primary resource responsible for writing the code behind the business rules, testing changes and promoting changes to production. Essential job duties include:
• Configure the data validation, plan design, event, import, export, participant communication, and ESS rules, and functions using the Service Engine Configuration Tool. Coordinate configuration efforts with the Interface Analyst and the Benefits Export Manager.
• Coordinate data load and extract requests with the Benefits Export Manager and the Interface Analyst.
• Identify change control situations and outstanding client requirements unresolved for fit and escalate to the Project Manager or Service Delivery Manager.
• Review change control requirements and provide time and feasibility estimates to the Project Manager/Service Delivery Manager.
• Unit test configuration results using the Unit Test Checklist. Coordinate unit test efforts with the Interface Analyst.
• Transition client configuration to Testing Specialist for integration testing make corrections to configuration issues in preparation for approval to move to the client acceptance test environment.
• Correct and unit test defects identified by the client during the User Acceptance phase.
• Promote and Publish configured application as determined by security credentials
• Transition documentation and knowledge from the Implementation Configuration Analyst. Participate in applicable transition meetings scheduled by the Project Manager/Service Delivery Manager.
• Attend scheduled status meetings manage tasks on the project plan within agreed upon time frames, and report project status to the Project Manager or Service Delivery Manager.
• You will be client facing and will work very closely with the client on a daily basis to ensure system quality and implement changes to rules configuration

Systems Administrator / SQL DBA

• Duties include managing multiple Windows servers in order to provide high availability and integrity of business-critical data. Managing the design, development, and production of MIS supporting a multi-site user environment. Creating and maintaining Access and SQL databases. Supporting multiple SQL based software applications. Establishing project plans identifying key tasks and completions dates. Monitor plans regularly to maintain project scope and deliverables. Training and mentoring end users and all other business units within Merit Resources in a Help Desk role. Automating existing reports by using Macros, SQL and Crystal Reports. Compiling data from many different data sources and upload to SQL server tables for data warehousing. Several duties / projects included:
• Managed MS Exchange environment creating and removing mailboxes, monitoring mailbox sizes, established size limits for mailboxes, etc. Also provided upgrade / patch support.
• Co-Managed enterprise wide VM Ware environment.
• Provided support and managed all enterprise wide systems and applications provided upgrade / patch support, help desk support, and user training of all applications used by each business unit.
• Created multiple Access applications which combined data from SQL Servers, Excel reports, ASCII text / tab delimited files enabling increased efficiencies in reporting for staff, and upper management.
• Migrating data from SQL 2000 to SQL 2005 platforms using ETL, SSIS, and MS Access applications.
• Tested software and software changes to ensure tools meet business needs and requirements.
• Created a SQL server data warehousing OLAP platform, and various Views to aid in the reporting of business critical data. Some data was retrieve using Access applications I built, while other data was retrieved / distributed via Crystal Reports.
• Used Crystal Reports to create customized reporting for business units within Merit Resources. The different business units used the reports for their daily reporting needs
• Provided ongoing assistance to the business units, by answering technical crystal reports questions and creating new custom reports.
• Project manager for Merit Resources System Migration. Duties included ETL of data residing on host systems, and loading on to SQL 2005 platform. Responsible for testing applications, ensuring data integrity, ordering equipment and maintaining communication between business units on data storage requirements.
• Responsible for establishing and maintaining Security policies and best practices on our SQL servers.
• Monitored and tuned servers to provide maximum performance communicated to business units and upper management system health on a weekly basis.
• Duties included maintaining backups of SQL data, writing procedures for Disaster Recovery, and testing those procedures monthly.

Business Systems Analyst / MIS Manager in Collections Department

• Duties include answering technical questions for Citigroup's Card Services senior management. Managed the design, development, and production of MIS supporting Private Label Oil Credit Cards for staff of 300 . Performed delinquency trending analysis, Capacity Planning, Compliance Audits, Talent review, Collector performance analysis, and Adhoc strategy initiative implementation. Supervised team of eight staff members comprised of MIS analysts as well as Collector Support staff. Administered Computer Aided Collection System CACS used to segment delinquent accounts in six different oil portfolios. Accomplishments include:
• Received Citi Cards Operating Innovation Recognition award for work done in Compliance auditing.
• Received Manager of the Quarter award due to exceeding performance expectations twice .
• Created data models for capacity planning, and delinquency trending for credit card portfolios.
• Designed and implemented an award winning self-audit program conducted quarterly measuring key business metrics, in addition to identifying areas of risk mitigation.
• Reduced call abandon rate in Collector Support Unit by 6.5 percent 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 percent 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 seven 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.
• Developed six Access software applications that streamlined information retrieval pertaining to agent productivity and department performance, and ensured business unit was in compliance with business policy.