Accomplished with over 7 years of experience in operations and inventory. Quality analyst experience and proven record of significant, successful contribution in quality management, project management, process improvement, business analysis/evaluation, product-development life cycle methodologies, supplier management, and quality management systems, processes, standards, and systems in a wide range of organizations. Specialized in customer service, inventory control, and team and relationship-building. Expertise in computer systems and preparing data charts, graphs, and presentations. Ability to work in a fast-paced and deadline-driven environment while remaining completely focused on the job. Expert in delivering results by carrying out effective product demonstrations. Enhancing sales figures by utilizing appropriate marketing campaigns. Years of experience and hands-on training in SQL Server database administration.
Microsoft Word, Excel, PowerPoint, Outlook, Project, SharePoint, Windows XP/Vista
Quickbooks, Maximo Tool, LEAN, and Connectwise
IT DispatcherJan 2014 to Current GreatAmerica Financial Services － Cedar Rapids, Iowa
Responsible for distributing work to the technical staff by electronically assigning service tickets that have been entered into our professional services automation tool.
Log, track, and escalate, service tickets by monitoring our ticketing software and distributing the tickets to the appropriate technician based on skills, availability, urgency and other criteria.
Ensures we have an equitable distribution of work across our staff so that customer tickets are addressed timely and our staff is able to have a sense of accomplishment each day.
Promptly address incoming service tickets.
Escalate tickets to the appropriate resource resolution.
Ensures the accurate and complete logging of all calls and information into the ticketing system.
Dispatches service tickets to the appropriate resource.
Oracle/SQL Server Database Administrator DispatcherMay 2011 to Jan 2014 IBM － Dubuque, Iowa
Direct work and projects from multiple clients to groups/individuals in a pooled support team.
Ensure that the analyst pool works on tasks that ensure normal client operations and completion of planned and ad hoc deliverables.
Lead resolution of issues and/or, collection of project requirements.
Lead process definition for pooled accounts, take ownership of issue assessment and drive creation of detailed requirements and documentation.
Ensure that customers and account teams follow standard guidelines and procedures when requesting services from the pools.
Ensure all work entered into Maximo.
Analyze all incoming work thereby deriving a dispatching plan that optimizes the execution of the work on a continual basis.
Continually match workload and resource skill to optimize deliverable execution.
Lead the implementation by training the team on recommended processes and monitor compliance of new processes.
Identify and assess skills of team members and maintain overview on staffing availability.
Analyze metrics to identify trends, make recommendations to improve operations.
Monitor and report key performance indicators of the team.
Collaborate with cross functional teams to determine best practices for continued improvement.
Maintain the knowledge and technical skills of a database administrator.
General ManagerOct 2009 to May 2011 Dubuque, Iowa
Directly responsible determining staffing requirements including hiring and training new staff.
I supervised direct reporting staff according to overall company.
While setting employee goals and objectives, I developed staff to maximize potential.
I delegated work to staff while monitoring their performance including performance reviews.
I evaluated current business processes and systems while planning and implementing procedures and systems to maximize operating efficiency.
As manager, I coordinated financial and budget activities for maximum operational efficiency.
My responsibilities included facilitating the preparation and analysis of reports, reviewing data (financial, sales, and activity reports) to monitor and measure productivity, goal progress and activity level, and achieving department/division/unit productivity and quality goals.
Also organizing and managing business meetings with executive management.
Administration CoordinatorMay 2006 to May 2009 Monticello Eagles Club － Monticello, Iowa
I was directly responsible for checking inventory and stocking inventory, customer service, and training and supervising new staff.
My duties included taking multi tasked orders, balancing a cash drawer, and food and drink preparation under fast paced conditions.
I provided customer service to all customers to ensure correct order and satisfaction.
I coordinated with management to ensure a safe environment for all guests and maintained proper accountability and quality of product and conduct.
Managed staff, creating schedule and monitoring performance.
In charge of payroll, advertising, and training new staff.
High School Diploma2005Monticello High School
Marketing ManagementNortheast Iowa Community CollegeMarketing Management