|
|
Senior Reporting Programmer/Analyst
| • | Part of a 5 member team doing information & analysis for Customer Satisfaction & Quality Department |
| • | Managed reporting database for Iomega call centers (across 3 centers) |
| • | Created, managed, & populated several tables (both summary and detail), queries, and views against an Oracle 7.33 & 8.1.5 Databases. |
| • | Created & managed call center reports published via web-based intranet |
| • | Implimented automated importation of comma-delimited files through Unix BASH Shell Scripting into several Oracle tables. |
| • | Designed several Access databases, including tables, queries, forms, reports, macros, and modules for reporting of customer surveys data. |
| • | Created several ASP pages linked to Oracle and Access Databases running dynamic Excel files from an IIS-based webserver. |
| • | Extensive use of Excel, including data analysis tools, pivot-tables, complex charts, and dynamic updatable sheets from querytables. |
| • | Created top call generators software for tracking calls and exporting to Excel-based reports |
| • | Automated VBA macros producing charts based on dynamic web queries |
| • | Created reporting tools for 80+ call center agents for performance ratings |
| • | Produced $200,000 yearly savings in phone charges for call transfers between call centers by enabling call center reps to use a "take-back-and-tranfer" code instead of redialing into the call center system. |
| • | Generated $30,000+ yearly savings on vendor charges through formatting of data sample to fit vendors system instead of vendor formatting after data was sent. |
| • | Managed interviewing and hiring of 30 associates for a 50+ customer service call center. |
| • | Collected, measured, and reported call volume for call center using MS Access, Excel, and Seimens ROLM ACD phone switch on a weekly basis. |
| • | Performed statistical analysis on call volume metrics, including regression and correlation analysis via Excel. |
| • | Created, managed, implemented,and analyzed several customer satisfaction surveys performed monthly and quarterly to determine how Iomega could improve their services to their customers. |
| • | Performed statistical analysis on satisfaction surveys to ensure fidelity of results of survey. |
| • | Created several flow charts documenting flow of data throughout department for several projects using Visio 5.0. |
| • | Created intranet sites for reporting via Oracle/ASP/Excel/ODBC, Frames, formatting, text, tables, lists, and dynamic ASP pages accessing databases. |
| • | Installed, setup, and configured several NT workstations on a Novell and Microsoft Network, including proxy servers, Novell Groupwise Clients, Novell Netware 4.11 Clients, FTP Transfers, |
| Dec. 1999 - Apr. 2001 |
Self-employed |
SBDC, SLC, Utah |
Independent Software Consultant
| • | Created a complete financial software package based on Excel 97 for the Small Business Development Centers in Utah. |
| • | Allowed automation of quarterly and yearly bugdet planning and actual budget expenditures. |
| • | Using VBA, created summary reports, tax documents, and official reports to be turned into state and federal budgeting agencies on a quarterly and yearly basis. |
Computer Lab Assistant/Troubleshooter
| • | Diagnosed and fixed problems with computer lab HP 4si Printers, PC and Mac workstations, and Novell 3.11 Server |
| • | Reinstalled software onto PC's in various labs - Win95, Novell 3.11 Client, Groupwise 3.0, Netscape, Corel, and other various software packages. |
| • | Assisted students with computer problems with Corel Suite, Building Web-pages, FTP transfers, Email, Spreadsheet, Word Processing, and other various software packages. |
|