Customer Service Data

Gerald Hodge

**** **** ***. *** *** • Hyattsville, MD 20782 • 443-***-**** •

************@*****.***

OBJECTIVE

Result-oriented and highly skilled professional with over 5 years of experience in Data Analysis

and Reporting seeking to obtain a challenging position with an organization in which my

knowledge and skills will not only add value to a localized team but also prove beneficial to the

overall success of the company.

CAREER SUMMARY

Demonstrated history of producing accurate, timely reporting documents which met

stringent governmental guidelines using database SQL programming languages and

third-party reporting tools. Expert in the data management process of processing,

executing, manipulating and testing of data elements from development to production.

Skilled in inner workings of the Software Development Life Cycle and how each step

correlates and impacts security guidelines such as Sarbanes-Oxley (SOX). Talent for

quickly mastering technology – recently obtained government Security Clearance.

Diplomatic and tactful with professionals and non-professionals at all levels. Ability to

meet deadlines and handle pressure coordinating multiple tasks. Accustomed to

handling sensitive, confidential records. Thrive in deadline-driven environments.

Excellent team-building skills. Avid but novice cyclist.

EDUCATIONAL QUALIFICATIONS

UNIVERSITY OF MARYLAND UNIVERSITY COLLEGE

Bachelors of Science in Information Systems Management and Information Assurance

(2013)

TECHNICAL SKILLS

Database: Oracle 9i/10g, MS SQL Server 2000, MS Access 2007

Operating Systems: Unix, Linux,MS Windows 2000/ME/NT/XP/7, DOS,

Reporting Tools: Cognos, SQL, Maximo,Informatica

Service Desk: Remedy, SharePoint, Incident Management, Help Desk

Administration, Customer Service

ERP Software: IFS

Desktop Applications: MS Excel 2007, MS PowerPoint 2007, MS Word 2007

Soft Skills: User Acceptance Testing, Inventory Control, Route

Monitoring, Logistics Administration

PROFESSIONAL EXPERIENCE

Sept 2012 -

FDA/CDER/Office of Compliance Office of Scientific Investigations

Present

Information Specialist/OSI Property Coordinator

• Maintaining a list of their Division-purchased software, serving as a contact for

those in their division when software is needed. Software install requests should

first go to the Division IT Coordinator, who can verify that a license has been

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Gerald Hodge

5706 16th Ave. Apt 203 • Hyattsville, MD 20782 • 443-***-**** •

************@*****.***

purchased. If the license is comfirmed, the Coordinator will then submit the

install request to the IT Call Center.

• Providing the CITL with a list of employees who are eligible for a PC refresh.

• Responding to Agency IT-related data calls (such as Microsoft license

verification)

• Responding to CDER token refresh data calls

• Serving as the Division contact for simple IT questions

• Update Shares permission tracker

• Admin for ECMS (sharepoint) and permission tracker

• Desktop helpdesk support

MANTECH INC . C lient : ( INDIAN HEAD NAVAL BASE -DoD) A ug 2012 – Sept 2012

Building support tech

• Maintain facility

WASHINGTON HEADQUARTER SERVICES (DOD) Mar 2012 –

Jul 2012 Financial Management Directorate - Data Analyst

• Identify problematic areas and conduct research to determine the best course of action to correct

governmental data

• Analyze and problem solve issues as they relate to the management of financial processes dealing with the

DOD

• Perform data entry, either manually or using scanning technology, when needed or required

• Monitor for the timely and accurate completion of reports essential to Financial Directorat operations (for

example, Financial Orders Report and the Revolving Fund Daily Report)

• Updated existing Excel spreadsheets providing Pivot tables that displayed financial information

• Provided weekly updates to the Budget Manual website

• Created, modified and uploaded financial documents to Sharepoint

• Created, modified and uploaded financial documents to DOD Financial Powerpoint slides

• Performed light Sharepoint Administration duties

• Created Reports from DoD Agengies and Departments using Teradata.

Jan 09 – Sept

IAP WORLD SERVICES (WALTER REED ARMY CENTER, WASH DC )

11

Data Analyst

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Gerald Hodge

5706 16th Ave. Apt 203 • Hyattsville, MD 20782 • 443-***-**** •

************@*****.***

Analyzed massive and highly complex data sets, performing ad-hoc analysis and

•

data manipulation (SQL).

Wrote reports using Maximo, IFS and Cognos reporting system to extract data

•

for analysis using filters based on the business data model.

Worked on complex information model, logical relationships, and the data

•

structures that support different data models

Acted as Team Lead for several projects which involved programs that interfaced

•

with Oracle databases

Designed system controls to ensure Sarbanes-Oxley compliance as well as

•

responsible for regulatory compliance audits

Created several data reporting processes from start to finish, which included the

•

data mining, analysis and reporting pieces

Prepared and presented weekly reports for management to view the data teams

•

weekly progress

Created spreadsheet reports, and graphs from statistical customer data to

•

increase reporting speed and data quality

Regularly interacted as liason between the company and governmental agencies

•

to help develop data reports to improve their overall business functions

VARSITY GROUP FAIRFAX VA Mar 2008 - Oct

2008

Tier Two Customer Representative

• Maintained daily logs of the status of parts, service calls, and merchandise.

• Assisted with the cancellations of merchandise per scrim reports and hot e-mail.

• Create monthly inventory and performance reports.

• Trained new representatives for call center and supervisor positions.

• Verified information, processed allowances for customer gift cards and checks.

• Researched the status of services and part orders.

• Expedited orders for delivery and handled customer service delivery questions.

FANNIE MAE INC., WASHINGTON D.C. SOX IT TEAM Dec

2006 – Dec 2007

Central Monitor Analyst

• Responsible for receiving, analyzing, and investigating contents of logs (R/AM, Nextstep,

SUDO Unix, Oracle and Sybase) and reviewing logs as evidence.

• Provided daily incident reports from raw and filtered financial report applications, database

and platforms. Monitored Privileged activity, Database Modifications and Security Events.

• Prepared Remedy tickets to be reviewed by database administrators and daily tally sheets.

Updated reviewers confirmation, scripts and filters for log reviewing

• Maintained and provided documentation for audits. Created Remedy Help Desk tickets

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Gerald Hodge

5706 16th Ave. Apt 203 • Hyattsville, MD 20782 • 443-***-**** •

************@*****.***

ARBITRON, INC., COLUMBIA, MD- SAMPLING DEPARTMENT

Data Production Coordinator June 2000

– July 2006

• Responsible for monitoring and operating systems jobs for all Sampling Management

System (SMS) production processing and Daily Job Stream (ETL tool), for compliance with

all process control standards.

• Provided IT production support to resolve data problems within Oracle databases in a

timely manner. Investigated any client problems with transmission, load and/or execution.

• Investigated and resolved errors and/or discrepancies to ensure integrity and accuracy of

data, using Unix/Linux commands, writing SQL queries to access Oracle databases

• Assessed impact of problems, prioritized the urgency, executed short-term repairs, and

coordinated long-term resolutions cross-departmentally.

• Performed end user Acceptance testing, implementation of small and large scale changes

to Arbitron’s methodology within Production and Research test environment.

• Created production data reports for internal departments and maintained production

procedure documentation.

• Managed multiple individual tasks/projects and met strict deadlines, to perform in a fast-

paced, time critical environment, working both independently and as a part of a team.

• Lead and supervise projects with CATI Operators and Site Supervisors.

• Participated in Major Software upgrades (Project CATI-Central Server). Developed and

approved documentation of all DJS/SMS procedures.

• Manually “HERC” files over to UNIX when file changes are delayed.

EMPLOYMENT HISTORY

SEARS LOGISTIC SERVICES, COLUMBIA, MD

1999 – 2003

Customer Service Associate / Route Monitor

S-3 LTD. Naval District Warehouse, USS Comfort Naval Hospital Ship Washington, DC

1998 –2000

Contract Inventory Specialist / Data Entry Technician

CVS Assistant Manager 10 yrs experience

REFERENCES

Aavailable upon request

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