Highly organized, motivated and solution-oriented professional with over fifteen years of experience with various facets of product knowledge, data management and analysis and customer service. Possess aptitude to quickly master technology and accustomed to handling highly sensitive and confidential data. Demonstrated ability to manage projects, produce results, meet deadlines and work in a team setting and independently.
Customer service expert
Analytical and critical thinker
Knowledgeable BI and company processes
Business Intelligence Specialist - Tier 2Jan 2009 - Current Ultimate Software GroupWeston, FL
Work with SMEs and Development to address escalated issues with the BI product and content Knowledge of core and on demand packages Advanced knowledge of common UltiPro table structures Experience Cognos Series 7 application and reporting Pinpoint data issues via data extraction on SQL server Assist client with advanced report development, formatting, expressions and modifications Provide/advise Tier 1 level with resolutions to product and reporting issues as reported by client Provide/advise Tier 1 level with answers to questions related to the product/reporting Provide documentation to outline issue, information found and how to correct issue Deeper ability to research issue and if needed obtain additional resources to provide analysis of issue for the BI product and On Demand product as it relates to reporting issues Develop documentation including steps to guide client through navigation of the BI product.
Business Intelligence Specialist Tier 1Jan 2006 - Jan 2009 Ultimate Software GroupWeston, FL
Meet given SLA's in response to client facing issues Assisted clients with report modification within the limits as defined by support Worked with other departments to obtain needed information to troubleshoot Provided resolutions to client for product and reporting issues experienced Provided clients with documentation regarding navigation and utilization of product Researched issues and provide clear analysis of issue Assist client with resolution to issue with both the Cognos Series 7 and 8 product and On Demand Products.
Provided base level IT support to non-technical personnel within the business.
Managed call flow and responded to technical support needs of customers.
Identified and solved technical issues with a variety of diagnostic tools.
Resolved problems with malfunctioning products.
Followed up with clients to ensure optimal customer satisfaction.
Conducted research to address customer concerns.
Accounting AnalystJan 2006 - Oct 2006 Metro PCSFort Lauderdale, FL
Generated daily, weekly and monthly reports to support retail stores Modified reports according to business changes using Access by creating additional processes to run reports to reflect changes needed in report data Provided support to retail stores in analysis of report data and the drill down to store specific data Conversion of Access reports to run on SQL server via Enterprise Manager DTS packages Participate in multi market discussions to enhance business processes Developed reporting process to necessitate final decisions regarding business processes Created databases, queries to do weekly, monthly and quarterly comparisons to reconcile data among data sources Worked with other departments to generate reports and gather data to aid in the Fixed Asset tracking processes.
Business Insurance Data AnalystJan 2005 - Jan 2006 AquiCapFort Lauderdale, FL
Provided application support on ConceptOne system used by company Provided support to Business Objects report end users Created and modified SQL scripts to revise reports as requested by end user Resolved Help Desk issues generated by company employees Built reports using SQL in InfoMaker and Powerbuilder and then imported reports into ConceptOne system making it available to end users Used Access to query data for analysis Used Excel for data analysis Participated in system data clean up and new release testing projects which involved meeting with the end user and gathering data Created documentation for business process change projects such as workflows.
Data AnalystJan 2000 - Jan 2005 Alamo and National Car RentalFort Lauderdale, FL
Worked as liaison between end user and Data Warehouse personnel to ensure data accuracy and availability, troubleshoot inconsistencies and resolve data issues for reporting purposes Consulted with end users to understand the business and determine report requirements needed to yield optimal results for reports and analysis in Access, BO and Cognos Generated Access, Business Objects and Cognos Impromptu reports that assisted the sales force secure and manage million plus dollar accounts Utilized Excel to produce charts and graphs for the Sales Force as requested Used Access to store customer segmentation data and generate demographic reports Generated weekly, monthly and quarterly Access, Business Objects and Cognos Impromptu reports for senior management for account and business analysis generally exported into Excel, Adobe Acrobat and Microsoft Access used to measure growth and decline among business channels Provided explanations for business channels decline when needed as well as highlighting areas of growth while establishing trends and benchmarks to analyze those same channels Provided ad hoc report development and distribution for product creation, customer segmentation and marketing campaigns in conjunction with front and back end analysis Assisted in creation of a new data warehouse in both advisory and validation capacities Assisted co-workers in learning how to use Business Objects and fine tune reports.
Data AnalystJan 1998 - Jan 2000 Database Technologies, IncBoca Raton, FL
Used Excel files to provided by vendor to import data into proprietary database Manipulated flat files using Data Junction and proprietary software into a readable format Created and maintained procedures to run programs to update data files for database Worked extensively with programmers and Quality Assurance personnel to build code to accommodate changes in file layouts and data conversions Provided creative solutions using proprietary software handle challenges incurred with incoming data file format issues Worked with source data vendors providers of highly sensitive data to correct problems and ensure data accuracy noted from data loads or layout changes Manually loaded data via tapes, electronic files and direct FTP and Internet downloads to back up and production servers in addition to its verification and validation Analyzed data layouts to determine usefulness and new layout for database and appropriate programs for data conversion Assisted with preparation of data files for Y2K compliance issues.
Database System OperatorJan 1996 - Jan 1998 Sprint PCSPlantation, FL
Provided Access reports and Excel spreadsheets for departments used to forecast potential growth and project goals Maintained data in MS Access database system used to build South Florida network Provided comparative analysis reports from collected data within Access database Maintained links between relational databases within Access Created, executed and maintained queries within database Imported and exported information using other software applications such as Excel.
MBA: Business Administration - Global Management12 2004 University of PhoenixPhoenix, AZ Business Administration - Global Management
BS: Business Administration4 1994 Florida Agricultural and Mechanical UniversityTallahassee, FL Business Administration
Adobe Acrobat, ad, business analysis, BI, Business Objects 6.1, Business Objects, business process, business processes, charts, Cognos Impromptu, Cognos, content, client, clients, data analysis, data
Conversion, data conversion, DTS, data warehouse, databases, database, documentation, senior management, FTP, graphs, Help Desk, layout, marketing, market, Access, Access database, Microsoft Access, MS Access, Excel spreadsheets, Excel, Microsoft Office Suite, Enterprise, navigation, network, personnel, Powerbuilder, processes, Quality Assurance, relational databases, reporting, research, retail, Sales, servers, scripts, SLA, SQL server, SQL, Transact SQL, troubleshoot, validation, Y2K
Affiliation with H.O.P.E focused on outreach to assist those in need via volunteer efforts