My objective is to provide quality service and commitment to my internal and external customers and to continue to strive for excellence.
Confidential, West Des Moines, IA
Analytic Consultant III
Responsible for very complex client/partner assignments to identify and define strategic business issues requiring database analysis and translates this information into insight, knowledge and understanding of the business and the industry. Using multiple databases, performs very complex analyses/analysis design involving data and comparative analysis. Responsibilities also include participating in and/or leading information capabilities development work and presenting the results of analyses and recommendations to senior management. Ensures adherence to data management regulations and policies. Responsible to lead project/virtual teams and mentor lower level staff. Daily activities include the following: Handle multiple projects at the same time and meet strict/changing deadlines. Research data/report issues. Build scalable/maintainable data processes (SSIS, SQL stored PROCS, Triggers) and relational databases. Sophisticated Report/Dashboard Development using SQL Server Analysis services and SQL Reporting Services while adhering to change controls through Team Foundation Server and JIRA/MISBITS production tickets. Responsible for entire SDLC to include: project meetings, requirements gathering, development, QA testing, UAT, production deployment and ongoing support. Identify opportunities for reporting efficiencies (consolidation and streamlining) and data mining techniques from multiple systems such as DB2, SQL, Terradata and Oracle. Provide support to our customers with an emphasis on finance reporting, audit, and compliance requests, with a special emphasis on data integrity. Interaction with the customers to develop solutions that may result in customer files and/or reporting requirements including the development of complex file processes. Interact with non - technical team members and business partners to follow internal processes. Lead junior WFIS analysts and contractors in support of report automation. Interact with WFIS, other analysts and contractors in support of report.
Confidential, West Des Moines, IA
Database Analyst III
Responsible for developing solutions to meet the reporting and analysis needs of the Confidential Loan Servicing department, including work through the entire Software Development Life Cycle. This includes: gathering business unit requirements; researching various data source metadata; designing ETL processes, stored procedures, functions and RDL’s; testing processes in a UAT development environment, which includes working with the business unit to recruit UAT testers to validate the data/results and generating testing scripts; implementation through controlled deployment with release coordinators. These solutions vary in type and scale from quick-hit ad-hoc reports to new production reports, with moderate to large scope requiring new infrastructure processes, developing MS SQL Server BI 2008 SSIS packages, MS SQL Server Reporting Services, Teradata SQL queries, Oracle SQL queries and Shaw mainframe account modification queries. Daily activities included the following: Develop, implement and monitor reporting system processes. Work with Confidential Servicing management and team members, Confidential Business Intelligence co-workers, and Confidential business partners to identify and/or update data and report needs. Develop new report and data processes. Partner with appropriate business personnel on User Acceptance Testing of new reporting. Document research and resolution methods related to report or process development. Complete activities as assigned related to Confidential Servicing reporting and/or business processes. Participate in various activities around data modeling, design, SQL code development, as well as planning and developing data architecture. To include: Building reliable, scalable relational databases, tables and views. Provide consulting services in the identification and resolution of database and Reporting Services issues. Utilize extensive knowledge of SQL Server back-end development (ETL, transact SQL, DDL/DML), and strong Reporting Services development skills, with reliability and attention to detail. Demonstrated ability to quickly learn, retain, and apply business rules and terminology; apply good interpersonal skills; and perform effectively under time. Subject matter expert during the Customer Care transition to WFCC. Responsible for the daily monitoring of recurring processes and jobs that execute within the development and production environments. Issues are escalated appropriately within the Servicing team and to HEBI Architecture. Collaborates within the team to adhere to existing reporting conventions. This includes performing peer code review prior to deployment into development environment. Support SLA adherence with goal of 90% achievement from customers' viewpoint Maintain accuracy of data, information and processes. Implement actions that improve SLAs and uptime. Support the use of common tools. Ensure all compliance requirements are met. Ensure all information security requirements are met. Fully document all recurring processes and load into TFS for team reference. Develop and maintain daily checklist of responsibilities. Provide weekly update of accomplishments consistently and on time. Implement manual quality checks on critical reports including SDP Scorecards. Implement confidential folder structure for Customer Care reports on LPWVW6064. Ensure that all reports with confidential information have user access controls in place. Complete SLA documentation by the 15th of each month. Leverage the creation of user groups to help administer report and data access. Report/System optimization and performance tuning.
Confidential, West Des Moines, IA
Operations Analyst III
Responsible for researching, compiling, analyzing and reporting operational data from multiple sources, including CS call statistics, VRU statistics, agent productivity and/or customer quality statistics. Responsible for creating and maintaining management reports and developing and executing custom queries in Crystal Decisions, MS Access, Business Objects, MS Query Analyzer and SQL Server 2005. Worked with managers to apply data to business goals and analytical requirements. Experienced in T-SQL, Visual Basic.NET 3.0, ADO.NET 3.0, Enterprise Manager, DTS package creation/maintenance, Analysis Services, SQL Server 2005 and SSIS, and some HTML. Duties include: the design, testing, implementation, maintenance, and control of the organization's physical, relational, and object-oriented databases. Duties are split between database design and database creation/maintenance, production support and custom reporting. Gathered business requirements for logical and/or physical database design. Completed moderately complex testing, maintenance and monitoring tasks and completed software installations. Supported senior staff in data integrity and recovery activities. Duties also included managing vendor relationships, defining user requirements and performing user acceptance testing. Developed procedural manuals for various levels of reporting and was responsible for training new team members in the department. Responsible for meeting routine client reporting deadlines and insuring the integrity of reported data. Served as a technical subject matter expert on a project team to set up and implement automated data reporting for the Confidential Avaya servers. Analyzed business issues and made recommendations to maximize operational efficiency, quality and compliance. Worked under limited supervision to analyze and solve complex operational, systems-related and/or customer issues.
Confidential, West Des Moines, IA
Operations Analyst II
Spent the last 12 months of this position in a technology manager project role for the installation, configuration, design, setup, deployment and testing of the AIMCall (SQL, Enterprise Manager, Analysis Services and HTML based application) and Knowlagent systems purchased by the Credit Card Customer Service department. During the installation, configuration, and design phases, I was assigned as a technology expert liaison between the Business Unit and the Cards IS and IT teams. Assisted in configuring network/firewall settings and setting up the AIMCall and Knowlagent servers. This involved working with project managers, business managers and IS/IT representatives/managers on weekly teleconferences and technology pit meetings. During the setup phase, I assisted in designing and programming the Customer Service department’s custom interface in the AIMCall system. This involved setting up multiple ODBC and MSSQL connections to about 18 different data sources, as well as designing the OLAP cubes and dashboard views within the AIMCall program. I also assisted in the design of the SQL scripting required to prepare the calculations for the data contained in the dashboard views for the Agent group, Supervisor Group, Management Group and Operations Group. Served as the department’s technology resource for the Supervisor, Incentive, Operations and Management design sub-teams. These teams were formed to determine what Key Performance Indicators would be included in each dashboard and how each dashboard layout would be designed. During this project I planned, organized, scheduled, attended and facilitated meetings on topics such as firewall configurations, project timelines, systems setup/design, testing, deployment, etc. Monitored, tested and performed troubleshooting on all departmental computer systems/applications and was responsible to initiate the proper trouble-tickets, activate the systems issues call tree, open bridge-lines and work directly with Senior Tech. Dept. managers and departmental and bank executives on these active bridge-lines until problem resolution was achieved. To include: network connectivity issues, FDR system issues, CSS application issues, IVR issues, Hogan issues and hardware issues for Credit Card Customer Service sites in three states. On call 24 hours a day, 7 days a week. Primary Excel Developer for the Des Moines Customer Service Operations team. Created multiple macro-enhanced MS Excel tools to facilitate faster data analysis and processing from multiple data sources. These programs directly reduced the Operations Department’s daily/weekly workload processing times by 30-35% overall, saving thousands of dollars in work-hours annually. Primarily, these files sort, organize and analyze data exported from various reporting systems and programs to facilitate ease of analysis and presentation of data and reports to Senior Management. Some of which contain over one-hundred thousand formulas. Analyzed daily call arrival patterns to determine optimal staffing levels, and for making scheduling recommendations to Senior Management, on when to schedule meetings, training, focus groups, agent vacation, agent work schedules, etc. Continually monitored the Des Moines and Portland call centers’ service levels and for achieving an appropriate balance between customer and business needs. This involves analyzing current/forecasted service levels and decisioning vacation/paid time off requests, agent off-phone time, VTO (voluntary unpaid time off) and overtime. This also includes using E-Workforce Management software for optimizing agent work schedules, break schedules and analyzing and decisioning temporary and permanent employee schedule change requests. Responsible for maintaining all employee schedules within E-Workforce Management software and for creating all new weekly generated agent schedules. Compiled daily operational data and prepared various types of reports from multiple data sources (Access, Excel, etc) for Senior Management and Executives. Facilitated the Des Moines Attrition/Variance reports for all weekly Production Operations Video Conference Meetings, which include Operations teams in three states. The attrition report covers all agent schedule changes, new employees and departing employees using an "FTE" numbering system. The variance report details incoming call service levels, handled call volumes, systems issue reporting, absenteeism, overtime/VTO/Unpaid absence hours reporting, call handle times and various other metrics for all three Customer Service Sites. Prepared and submitted weekly and month-end reports for processed balance transfers, rewards submissions, customer retention percentages and various other categories. Installed, configured and tested a $50K visual wallboard statistics reporting system. Primary systems Administrator for that system. Also, when the server that the system was placed on became overloaded and started causing multiple systems crashes, recommended that the application be moved to a stand-alone server to resolve the problem. I then set up the new server and migrated the application to the new server. The new server has functioned perfectly since its migration. Installed, designed, configured and tested a similar system for the Dispute Resolution department saving the department over $10,000, due to not having to bring in a vendor from Symon Communications to setup the system. Alternate contact for vendor access to the server and data systems vault for Confidential .
Confidential, Dodge, IA
Administrative Specialist/Postal Operations Specialist
Advanced Computer Skills High level of experience in Microsoft Office Suite, to include: MS Word, MS Excel, MS Access, MS Powerpoint, MS Project and MS Outlook. High level of experience in the design/setup/maintenance of databases and queries in MS Access, MS SQL Query Analyzer and Enterprise Manager, SQL Server 2005-2010, SQL Server Business Intelligence Development Studio 2005-2010, Team Foundation Server, Rapid SQL DB2 development, Crystal Decisions, Business Objects, Avaya and Fidelity Passport reporting systems. High level of experience in SSRS, SSIS and SSAS including reporting services RDL report development and SSIS package development. Experienced in Visual Basic .NET 3.0, ADO.NET 3.0 and C+ programming. Experienced in computer hardware/OS upgrading and repair. (A+ Training) Experienced in MS Windows 3.1/95/98/NT/Server 2000/Server 2003/XP/Vista workstations/servers OS’s, command-line functions, network design topologies, setup and management. Experienced in Network Installation to include: installation of CAT5, Coax, Fiber Optic cabling, and network interface cards, as well as Windows network setup/design and wireless network setup. Experienced in pc hardware, operating system and network troubleshooting. Some experience with Microsoft Front Page web development. Some training in the Unix operating system. Education University of Phoenix Pursued a degree in the Bachelor of Information Technology degree with an emphasis on Computer Systems and business intelligence. Some of these courses include: Concepts in Information Technology, Programming Concepts, Application Development, Relational Database Management System Implementation, Data-Connected Applications, Database Design, Advanced Web Application Development, Managing a Windows Server 2003 Environment, Business Presentations. American Intercontinental University Pursued a degree in the Bachelor of Information Technology degree with an emphasis on Computer Systems and business intelligence. Some of these courses include: Concepts in Information Technology, Programming Concepts, Application Development, Relational Database Management System Implementation, Data-Connected Applications, Database Design, Advanced Web Application Development, Managing a Windows Server 2003 Environment, Business Presentations. A.E.C.S. Training Customer Service enhancement training. This training focused on better identifying and dealing with servicing customers with different personalities and needs. W.F. Sales Retention and Service Training focusing on retaining customers, increasing sales and providing quality customer service. Des Moines Area Community College Working on Associates in Applied Sciences - Information Technology Network Administration with a minor in Liberal Arts. Areas of study included training leading to certifications in Windows 2000/2003/XP network administration (MCSE), Net+ Networking, and A+ Computer Repair and Servicing.