SUMMARY OF PROFFESIONAL QUALIFICATIONS:

• Thirteen plus years of combined experiences in Customer Service, Training and Development, Business Analyst, Information Technology projects implementation, and Quality Assurance
• Proficient in leading virtual teams and working with geographically dispersed team members
• In-depth knowledge and understanding of Project Management principles and processes in the System Development Life Cycle (SDLC)
• Exceptional problem resolution, leadership, critical thinking, research, and analyzing skills
• Proven ability to plan, organize, meet deadlines, and handle multiple tasks
• Manage / implement various business projects with solution design and development to include designing, maintaining and producing reports

SOFTWARE & OPERATIONAL SYSTEM KNOWLEDGE:

EDUCATION:

MBA: Master of Business Administration
MA: Computer Resources & Information
BS: Electronic Management

TECHNICAL TRAINING: SQL SERVER 2008
Course 6231A: Maintaining a Microsoft SQL Server 2008 Database

• Install and configure SQL Server 2008
• Manage database files and security
• Backup and restore databases
• Transfer data into and out of SQL Server
• Automate administrative tasks
• Replicate data between SQL Server instances
• Maintain high availability
• Monitor SQL Server

Course 6234A: Implementing and Maintaining Microsoft SQL Server 2008 Analysis Services

• Describe how SQL Server Analysis Services can be used to implement analytical solutions
• Create multidimensional analysis solutions with SQL Server Analysis Services
• Implement dimensions and cubes in an Analysis Services solution
• Implement measures and measure groups in an Analysis Services solution
• Query a multidimensional Analysis Services solution
• Customize an Analysis Services cube
• Deploy and secure an Analysis Services database
• Maintain a multidimensional Analysis Services solution
• Implement a Data Mining solution

Course 6235A: Implementing and Maintaining Microsoft SQL Server 2008 Integration Services

• Describe SQL Server Integration Services and its tools
• Create an Integration Services package
• Implement control flow, data flow, and logging in an Integration Services package
• Debug and implement error handling in an Integration Services package
• Implement checkpoints and transactions in an Integration Services package
• Deploy an Integration Services package
• Deploy and secure an Analysis Services database
• Manage and secure an Integration Services package

• Describe SQL Server Reporting Services and its components
• Create / enhance a Reporting Services report
• Create and manipulate data sets
• Use report models to implement reporting for business users
• Configure report publishing and execution settings
• Implement subscriptions for reports
• Administer Reporting Services
• Implement custom Reporting Services applications

PROFESSIONAL EXPERIENCE:

Confidential, Jacksonville, FL 2009- Present
Report Developer - Consultant

• Utilize MS SQL Server Management Studio to generate SQL queries, Views, and Stored Procedures
• Develop / validate Oracle SQL queries by employing TOAD
• Develop reports / test reports in Crystal Reports 2008, with Oracle and SQL Server 2008 databases
• Generate reports that audit the financial deals relating to the trade / balance of Energy (Electric, Natural Gas, etc.) in regulatory compliance of the North American Reliability Electric Corporation (NERC) standards
• Utilize Central Management Console to manage user accounts, rights list, and report scheduling

Confidential, Jacksonville, FL 2006- 2009
Mgr, Business Implementation / Reporting Analyst / Report Developer

• Provided project workload balancing, prioritization, and resource scheduling to coordinate cross-functional BU/ LOB subject matter experts and Finance Business Analysts; to meet client requirements
• Performed Data Analytics, Root / Cause Analysis on data using Crystal Report, Excel, and MiniTab
• Reviewed contractual Service Level Agreements and perform Gap Analysis on metrics / processes to ensure compliance relating to assuring the accuracy / data integrity of each report impacting financial credit / penalties
• Managed Application/Report Requirements Lifecycle from idea tracking through validation
• Worked collaboratively with the solution design team and CVG LOB partners to identify technical and / or functional Report Requirements to address client business needs
• Collaborated with I.T. to translate complex concepts between business and technical groups, i.e. credited for creating automated crystal reporting of metrics with data source of SAP, resulting in saving $80,000 / year
• Established methods / processes to benchmark / standardize business information analysis / workflow processes
• Provided fiscal management of projects within the capital / expense budgetary limits while analyzing and resolving client concerns
• Created ad hoc reports as requested and conduct ad hoc research using Crystal Report XI
• Developed reports / test reports in Crystal Reports and enter / track test defects by employing Mercury TestDirector
• Designed / developed reports from a number of different data sources with a number of formats including PDF, spreadsheet, or graphic using Crystal Report XI
• Developed Statement of Work, Project Plan to standardize budget / tasks / timeline for delivery of services to clients
• Managed contracting and/or work order process to reflect estimate / actual cost of reporting services

Confidential, Jacksonville, FL 2004 -- 2006
Business Analyst / QA Tester / I.T. Trainer

• Served as Project Lead on implementation of budget, financial applications, and databases
• Maintained project books, planned projects via Microsoft Project
• Conducted weekly Earned Value Analysis to assess project plan statistical performance
• Performed in-service project training, prepared task outlines, defined / prioritize project activities
• Maintained and generated reports on Change Control / Requests documentation
• Create SQL queries to produce testing data and/or perform data mining for Data Analytics
• Interpreted users' needs / tasks to produce Requirements documentation for application development and forwarded findings to Developers for coding design
• Wrote software test cases to conduct verification, validation, and audit tests
• Trained and consulted on system usage including software applications
• Resolved trouble calls on the computer helpdesk
• Produce user standard operating procedures, scheduled and ad hoc reports
• Create training material to include hand-outs, quick reference guide, and presentations
• Construct requirements, create / maintain tests, and monitor defects using Mercury TestDirector
• Modified test script in Mercury QuickTest Professional by applying Visual Basic Scripting
• Managed equipment and configuration of the Quality Assurance lab
• Ensured I.T. environments are available and properly configured for project / testing needs
• Assisted in the development of cost / benefit analysis of Payback Analysis, ROI, and NPV
• Created ODBC between MS Access on user computer and tables located on SQL server
• Created / maintain over 400 user accounts / system level privileges
• Coordinated with vendors, the implementation of 130,000 student photos into the public school database

Confidential, JACKSONVILLE, FL (FSCJ) 2002 - 2009
Adjunct College Professor / Instructional Designer (Computer Information System)

• Produced / evaluated course contents and instructional materials for virtual and regular classes
• Conducted computer science classroom and online instructions in accordance with accreditations standards
• Managed over 50 records for student tracking and performance assessment
• Directed and assisted 50 plus students through laboratory, field, and other experimental learning activities
• Integral member of Career Academy Faculty Innovation Network (CAFIN) which goal is to improve the preparation of Duval County Public School (DCPS) students for training and / or careers by aligning the secondary and post-secondary curricula with employer requirements
• Implemented a systematic process for collaboration and collegiality among FSCJ, DCPS faculty and business leaders who serve students entering career academies at local high schools

Confidential, Jacksonville, FL 2002 -- 2003
Manager-Customer Service (Healthcare Administration)

• Established objectives, performance metrics, and documented team and individual performances as liaison between business users and technology
• Developed policies and procedures to standardize workflow processes
• Ensured accurate compilation, timely release of payroll and proper reporting
• Managed Average Speed of Answer, handle time, service level, and abandon objectives
• Used quantitative and analytic abilities to integrate and analyze call volume statistical data
• Ensured compliance to contractual and Department of Labor Claims Appeals processing
• Analyzed and summarized data from database warehouse, to produce reports
• Worked with business units to create / define reporting ideas, manage project schedules
• Interviewed prospective employment candidates, process evaluations and organize career paths

Confidential, Jacksonville, FL 1993 - 1996
Customer Service Specialist, Team-lead

• Surpassed sale quotas in AT & T long distance services through effective telemarketing techniques
• Investigated and resolved customer problems using effective follow-up skills
• Maintained statistical data used to measure call volume and sales
• Performed call monitoring as a means to quality assurance
• Managed and coached 22 staff members in telemarketing techniques

Confidential, Jacksonville, FL 1978 -- 2002
Project Mgr / Technology / Quality Assurance / Instructional Management

• Researched projects, resolve problems, procure deliverables and negotiate vendor compliance
• Analyzed request, produced reports, respond to inquiries, compile and input data into database
• Provided on-going managerial input to enhance workflow through policy setting and planning
• Maintained project binder and coordinate all input and updates throughout project life cycle
• Accepted and/or rejected the work products and methodology of subordinates
• Intervened as needed and determines effective and efficient problem resolution techniques
• Performed testing, adjusting, repairing, and computer operational tasks on electronic equipment
• Corrected Information Technology equipment malfunctions resulting in a cost savings of over $300,000
• Conducted classroom and seminar instructions on electronics, drug and alcohol prevention
• Exercised technical writing skills to develop and improve course curriculums