Work history
Visa
March 2008 to June 2008
Consultant / SLA Data Analyst
tags:
metric reporting
• data analysis
• sla support
• process improvement
How would you describe your time at Visa?
* Researched and reviewed client contracts in support of Service Level Agreements, bankcard products, operations and services for Debit Processing Service (DPS) customers.
* Defined operational metrics in and maintained accuracy of client contract database.
* Performed trend analysis and produced executive level reports on the performance of and impacts to Service Level Agreements on a daily, weekly and monthly basis.
* Worked with various support groups to identify and correct discrepancies in database operations, data generation and Scorecard reporting.
* Developed and maintained detailed process and user documentation.
* Provided ad-hoc reporting and analysis for the Director of DPS SLA Administration on all aspects of client metrics and contract support.... 
Excel Developer
tags:
process improvement
• application development
How would you describe your time at Compassion International?
* Assisted in rebuilding a budget system for an Information Technology organization as part of a corporate restructuring project. Worked exclusively with the Director of Information Technology Organizational Effectiveness. Efforts resulted in project completion time being reduced by 50%.
* Developed an automated Portfolio Management system to track and measure organizational assets. Worked directly with the Vice President of Information Technology. Designed application to gauge the business, financial, strategic and technical values as well as risk factors of individual assets while also providing several executive-level dashboard views for the Information Technology arena....
Consultant / Data Analyst
tags:
data analyst
• metric reporting
• process & productivity improv...
How would you describe your time at hewlett-packard?
* Performed data analysis activities as part of a Governance team in support of Service Delivery contracts for a major Telco customer.
* Collected and analyze metrics for Service Level Agreements, Scorecards, software releases and organizational deliverables.
* Provided trend analysis for a Test and Development team in an effort to identify accomplishments, resource requirements and process improvement opportunities.
* Produced executive level reports and presentations for a broad range of stakeholder groups on a scheduled and ad hoc basis.
* Assisted with analysis of incidents, problems and changes for both testing and production environments....
Data Analyst
tags:
metric reporting
• data analyst
• financial
How would you describe your time at SCM Chartistry?
* Develop and maintain company databases utilizing MS Access and MS Excel to track clients, sales, expenses, projects and assets resulting in a 70% improvement in resource management and metric reporting.
* Perform trend analysis on all company data and produce reports on a scheduled as well as ad hoc basis in a constant effort to improve company services, reduce costs, streamline workflow and increase revenue while keeping management consistently updated on the current status of all issues.
* Ensure compliance with all local, state and federal agencies by preparing and filing quarterly and annual sales reports.
* Creative consultant on web design projects for all individual and organizational clients....
eds
October 1999 to July 2002
Business / Data Analyst
tags:
change management
• problem analysis
• project management
• process & productivity improv...
• data analysis
How would you describe your time at eds?
* Performed Root Cause and Trend Analysis on negative impacts to system resources to help establish and maintain Service Level Agreement contracts and increase company revenue.
* Gathered metrics in order to produce reports and executive level presentations on Root Cause Analysis by group and organization on a scheduled as well as ad hoc basis resulting in all levels of management being consistently updated on the current status of all issues and Service Level Agreements.
* Enforced contractual agreements by tracking incident reports by group and motivating both team members and clients to address missing and outdated information. Efforts resulted in increased awareness of and adherence to the Problem and Change Management Reporting process as well as improved productivity in Root Cause identification.
* Initiated and managed high-profile project working extensively with multiple support groups to create and implement a multi-level categorization table to classify negative impacts to system resources. Effort resulted in an 80% improvement in Problem and Change metric reporting and trending analysis while assisting management in determining courses of new projects.
* Conducted meetings with support groups to assist in ascertaining the effects of negative impacts to the customer base and Service Level Agreements in an effort to avoid a penalty of $350,000 per incident per month.
* Coordinated and monitored efforts of various support teams to develop methods of correction and prevention of negative impacts resulting in a 70% drop in recurring issues.
* Developed, administered and maintained training documentation and acted as central point of contact on use of software tools and procedures....
Systems Security Analyst
tags:
project management
• racf
• problem analysis
How would you describe your time at mci/worldcom?
* Evaluated, validated and processed customer requests for RACF access to system and application resources on a 24x7 basis.
* Monitored security levels of all computer systems and applications resulting in increased resource and user integrity.
* Initiated and completed significant project to identify ownership information of critical system and application resources resulting in a 75% increase in accuracy for a corporate database used by all organizations.
* Performed problem analysis on negative impacts to system resources to determine if they were caused by System Security applications.
* Provided training and guidance to new employees....
mci
October 1991 to March 1997
IT Support Analyst
tags:
sla support
• mainframe operations
How would you describe your time at mci?
* Provided first and second level operational support to multiple production and development system platforms from a centralized location to maintain Service Level Agreement contracts.
* Organized and coordinated efforts of all support groups in software analysis, error detection and proper implementation of corrective procedures to restore system availability.
* Assisted in the testing of new software designed to improve user applications and evaluated success against expected results.
* Established integral relationships with other team members as well as all support personnel to ensure a professional working environment.
* Administered training to team members as well as new employees....
Team Lead
tags:
mainframe operations
• sla support
How would you describe your time at Peoples Drug Stores?
* Ensured continuous availability and correct processing of all production systems.
* Developed and administered training documentation to team members and new employees.
* Provided backup support for shift manager.
