David Hornstein

Email: abo347@r.postjobfree.com

Address: ***** ****** ******

City: Omaha

State: NE

Zip: 68154

Country: USA

Phone: 402-***-****

Skill Level: Experienced

Salary Range: 80

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

DAVID A. HORNSTEIN

12309 Cuming Street, Omaha, NE 68154

(H) 402-***-**** (Cell) 402-***-**** abo347@r.postjobfree.com

SKILLS

Strong problem solving, analytical, sales and quality assurance skills with impeccable attention to detail; ability to create and analyze business solutions and create and present creative solutions that lead to a positive customer experience and result in increased revenue while conversely reducing costs.

QUALIFICATIONS

*Act as a technical liaison between business stakeholders, sales representatives, clients, management, and development staff.

*Gather and create requirements for custom business applications, billing applications, reporting, IVR, Web and contact center solutions.

*Assist sales staff throughout the sales life cycle.

*Assist in the creation process of Request for Proposals (RFPs) and Request for Information (RFIs).

*Project managed multiple complex projects simultaneously.

*Designed custom software applications that integrated the IVR, Advanced Speech Recognition, Directed Dialogue, Call Center solutions, Genesys and GEOTEL CTI, Web, and foreign host connectivity and transactions.

*Experienced in multiple design tools including VISIO, PDL, and MS Excel.

*Utilize multi-media results including Internet, survey, call center, site visits and stored data to analyze, present and create business solutions.

*Analyze and determine key metrics and create reports providing analysis on both client and platform level reports.

*Experienced in collaborating with off shore resources.

*Proficient in an array of Microsoft products including MS Project, MS Word, MS PowerPoint, and MS Excel.

*Working knowledge of PHP Web based technologies, Genesys technologies, ACD technology, Holly Connects platform, Periphonics platform, OLAP, data warehousing, the creation of Grammars, Visio, SPSS Statistics, Tableau, Nexidia Speech Analytics, RDBMS, Access, RPF`s, REXX,UNIX, SQL, DB2, COBOL, JCL, VSAM, Assembler, CICS, InterTest, Microsoft.Net framework, VXML, XML, SALT,SIP, SOAP, Visual Basic and Visual Generation,

*Designed custom GUI and VUI applications and assisted in end user and WOZ testing.

*Data warehouse experience.

*Trained in Agile Software Development Methodology.

*Was an active participant in Agile SCRUMS and daily standup meetings.

*Created User Stories.

*Created and executed SQL queries.

*Working knowledge of Extreme Programming Methodologies.

*Designed and developed custom software solutions and applications using COBOL, JCL, DB2, Assembler, CICS, SQL, Visual Generation, and Periphonics.

*Proficient in IBM and Legacy Utilities such as: TSO/ISPF, ROSCOE, FILE-AID, VIASOFT, CA-7, INFOMAN, IDCAMS, SYNCSORT, DIRECT CONNECT NDM and SAR.

*Create and employ test plans.

*Gather and test requirements for custom software development prior to implementation.

*UAT and detailed quality assurance testing of custom software applications and end result reporting.

*Test applications in test and approve for production implementation.

*Test applications in production to validate output and application(s) functionality.

SIGNIFICANT ACHIEVEMENTS

*Analyze and create documentation and recommendations. Create and successfully implement test strategies for the conversion of web interface, systems and servers from Blair, NE to new location in Richmond, VA.

*Successfully researched, analyzed, documented, tested and assisted in the integration of social media technology tying social media to the IVR, web, email and contact center solutions; thus creating a multi-media/multi-modal product solution.

*Support business and technical needs for over 1,000 insurance industry end-users.

*Successfully researched, analyzed and created cost analysis projections that lead to over $660,000 in increased revenue to West and conversely saved a Fortune 500 client in excess of $9.2 million.

*Successfully researched, analyzed and created cost analysis projections that lead to over $500,000 in increased revenue to West and conversely saved a Fortune 500 client in excess of $2 million.

*Analyze and make recommendations for multiple Backend processing, Directed Dialogue, ASR, DTMF IVR and Web applications that lead to increased customer utilization for West clients. This increase in customer utilization has ultimately increased customer retention and customer satisfaction ratings along with significant cost reductions and a positive impact to the bottom line for West and West clients.

*Designed and supported custom IVR and Web solutions for multiple Fortune 500 Companies.

*Was an active participant in First Data Innovative Payment Services Business Requirements Committee. Committee responsibilities include redefining business requirements and organizational alignments within First Data Innovative Payment services to increase productivity and eliminate duplication of requirements definitions and logical/physical design efforts across the organization.

EXPERIENCE

Total Systems Merchant Solutions (as per Noll 3 monthscontract), Omaha, NE May 2012 to August 2012

Business Systems Analyst

*Act as a technical liaison between business representatives, clients, and development staff.

*Automated processes that were previously manual based that ultimately lead to significant process efficiency.

*Create and upload daily prepaid credit card requests for processing.

*Gather and create daily and monthly reporting utilizing Business Objects.

*Gather requirements, update and create customer databases

Update and maintain Data warehouse.

*Created and executed SQL queries.

*Gather requirements, create and grant appropriate access to new users (financial institutions).

*Manage and maintain credit card templates, images and embossing files.

*Create new BIN assignments for financial institutions.

*Test all aspects of new BIN assignments and make adjustments as deemed necessary.

*Gather, create and document all regulatory privacy policy requirements as deemed by institutional and federal regulatory groups.

*Utilize JIRA to create and manage project requests.

Markel Insurance (as per TekSystems contract), Omaha, NE September 2011 to May 2012

IT Business Analyst

*Act as a technical liaison between business representatives, clients, and development staff.

*Gather custom web, software and systems requirements from business owners; document requirements and present requirements to development staff.

*Create test cases and test software and end reporting through the entire SDLC including production turnover and testing.

*Updated and maintained Data warehouse.

*Created and executed SQL queries.

*Support business and technical needs for over 1,000 insurance industry end-users.

*Post quality assurance compliance turn-over of all development code into production.

*Create web, software test cases, specifications, procedures, training materials and project documentation.

West Interactive, Omaha, NE

May 2009 to August 2011

Client Support Business Analyst

*Conduct research and analysis on the performance of client automated customer contact applications and recommend courses of actions that lead to cost savings, increased revenue potential and improved performance and customer satisfaction.

*Act as a technical liaison between sales representatives, clients, and development staff.

*Gather custom software and systems requirements; document requirements and present requirements to development staff.

*Gather and create software specifications, procedures, training materials and project documentation.

*Identify new business opportunities and product lines.

*Identify and present strategies utilizing CRM technology to organize, automate, and synchronize business processes with an emphasis on the sales organization.

*Conduct statistical analysis that lead to positive ROIs.

Create and present presentations that are catered specifically to the proper audience of stakeholders.

*Work with all levels of employees, executives and clients within an organization in order to implement a quality customer contact solution.

*Conduct research, analyze, create test cases and present solutions that utilize Web, CTI, ASR, DTMF, email and SMS solutions.

*Analyze and present creative solutions to enhance customer interaction with all West business lines and technology offerings.

*Updated and maintained multiple Data warehouses.

*Created and executed SQL queries.

*Develop and utilize Access databases.

*Analyze data and create large databases in order to identify and present creative solutions.

*Interpret statistical analysis and present recommendations to clients on how to improve service levels.

*Conduct analysis, identify and create reports for internal and external clients.

*Assess potential financial risks associated with proposed projects and present these risks to management.

*Consult with clients regarding project requirements and future enhancements.

*Review, discuss, and assist clients in selecting system options to meet program requirements.

*Assist other team members in system and technical areas with problem identification and resolution.

*Project manage multiple complex projects simultaneously.

*Create test cases and successfully tested all created databases and custom reporting as developed by and for the Analytics group.

First Data Voice Services (formerly Call Interactive), Omaha, NE

February 1999 to January 2009

Business Analyst

December 2002 to January 2009

*Acted as a technical liaison between sales representatives, clients, and development staff.

*Supported the sales organization.

*Assessed potential financial risks associated with proposed projects and presented these risks to management.

*Designed custom VUI, IVR, CTI, middleware, and Web applications.

*Consulted with clients regarding project requirements and future enhancements.

*Reviewed, discussed, and assisted clients in selecting system options to meet program requirements.

*Assisted other team members in system and technical areas with problem identification and resolution.

*Designed and developed call and system flowcharts utilizing VISIO and PDL.

*Utilized Agile and Waterfall Development Methodology.

*Created User Stories.

*Created and executed SQL queries.

*Developed grammars and call flow-scripting verbiage for custom IVR applications.

*Created test cases and test plans.

*Project managed multiple complex projects simultaneously.

Mainframe and IVR Application Developer

February 1999 to November 2002

*Developed, analyzed and tested custom IVR solutions via VXML and Periphonics, created reporting,billing and Mainframe backend applications via COBOL II, MVS JCL, and Assembler.

*Responsible for trouble shooting and resolving production issues and system support on a 24-hour basis.

*Technical Lead on multiple projects including First Data Voice Services` Standard Reports Committee.

ConAgra, Corporate MIS, Omaha, NE

October 1998 to February 1999

Programmer

*Executed and tested daily COBOL applications using MVS JCL, SQL and DB2.

*Maintained and updated existing daily operational applications.

*Operated within the MVS environment using TSO/ISPF and IDCAMS.

*Worked individually and as a team member to develop and test VisualGen applications.

*Provided daily support to end-users.

Westport Bar & Grill, Omaha, NE

October 1994 to December 1997

Owner/Manager

* Hired, trained, and supervised staff.

* Performed accounting, financial and planning responsibilities for daily operations.

* Created a strong customer base and maintained excellent customer relations.

EDUCATION

Bachelor of Science, January 2006, Bellevue University, Bellevue, NE

*Major: Management Information Systems, GPA 3.97

*2006 National Dean`s List

Associate of Applied Science, December 2003, Iowa Western Community College, Council Bluffs, IA

*Major: Computer Programming, GPA 4.0

*2003 National Dean`s List

Information Technology Specialist Certificate, June 2003, Iowa Western Community College, Council Bluffs, IA, GPA 4.0

Mainframe COBOL Programming Certificate, July 1998, Creighton Institute for Information Technology and Management, Omaha, NE, GPA 3.86

RELATED COURSES

*Successfully completed the First Data Corporation`s First Leaders Management Series.

Course curriculum includes: Leader as Communicator, Problem Analysis and Decision Making, Giving and Receiving Constructive Feedback, Basic Principles for a Collaborative Workplace, Managing Your Priorities, Personal Strategies for Navigating Change, Proactive Listening, Establishing Performance Expectations, Coaching: Bringing Out the Best in Others, Moving from Conflict to Collaboration, Giving Recognition, Behavioral Interviewing, Practical Negotiations, FDR Financial Tier I and Legal Issues.

*Six Sigma Overview, First Data Corporation.

*Customer Service Training, The Leaders Circle.

*The Art of Understanding, Diversity Training, First Data Corporation.

*Presentation Skills for Subject Matter Experts, 2004.

*CICS Command Level, Verhoef Industries.

*Participated in First Data Corporations Star Mentoring Training Program, 2002.

*Voice User Interface Advanced Speech Applications Training, EIG, 2004.

*Systems Analysis and Design, Iowa Western Community College.

*Courses in Accounting and Sales/Marketing, Nebraska College of Business, 1986 to 1988.

ASSOCIATIONS

*Board of Directors, Angels Among Us, 2007-2009. Vice-Chairman of the Board of Directors 2008. Chairman of the Board of Directors and President. 2009.

* Juvenile Diabetes Research Foundation, Walk for the Cure Steering Committee and Team Captain, 2003-2009.

Coordinated fund raising efforts for the Omaha metro area (over $1,000,000 raised in 2007).

*Phi Theta Kappa, International Scholastic Order, 2002 - 2012.

Active participant of multiple industry leading blogs including Contact Center Solutions, Speech Community Group and Speech Analytics.

Contact this candidate