Customer Service Sql Server

Bobbie J. Peterson

**** *. ******* [pic] St. Olathe, KS 66061 [pic] Home 1-816-***-****

abk00g@r.postjobfree.com [pic]

http://www.linkedin.com/in/bobbiepeterson070

Talented professional with over eleven years of experience in IT. Over

five years of Crystal Reports experience in addition to SQL Server Query

Design, Business Intelligence, MapInfo, SharePoint, and Process

Improvement experience. Strong analytical and troubleshooting skills.

Excellent communication skills and customer service experience.

Technical Summary

Access, Business Objects (BOCD) Crystal Reports 9/XI, BOCD Web

Intelligence(InfoView), BOCD Designer, Datacom Data Reporters for

database and relational database queries and reporting, all Microsoft

Windows Operating Systems and Microsoft Office Suites, SharePoint

2003/2007, SQL 2000/2005 Server, and Microsoft Windows 2003 Server.

Education

Associates, Computer Programming & Networking - Vatterott College

February 2000

Certifications

CompTia A+ and I-NET+ and C-TECH Cabling

January 2004

Currently pursuing Microsoft MCITP SQL Database Administrator

certification

Professional Summary

TekSystems/Fluid Power Resources, Overland Park, KS

January 2008 to October 2008

Data Analyst - Consultant to a warehousing and distribution company.

. Helped in the conversion of three out of 10-companies to be consolidated

into one through the Prophet21 software. Involved throughout the whole

project cycle.

. Used SQL Server to backup/restore Live, Test, and Play databases. Wrote

update, delete, and select queries. Ran bulk inserts, created database

diagrams, and monitored database usage.

. Utilized SQL Server Profiler to help regenerate reports that duplicated

processes of the Prophet21 system.

. Served as BOCD designer 11.5 administrator.

. With BOCD Designer 11.5 made enhancements needed to universes to meet the

needs of reports generated with BOCD reporting software InfoView and

Crystal Reports. Developed customized reports in BOCD InfoView and

Crystal Reports.

. Through BOCH Designer 11.5 controlled proprietary information between

companies through the security feature of Designer.

. Assisted report writers from each company with making enhancements or

fixing company specific reports.

. Responsible for item rationalization, which included the review of part

numbers, updating, and setting standards by the supplier.

. Perform data verification with the use of Excel macros, and Access.

. Documented processes.

. Performed pricing service updates, which involved updating Supplier

pricing within the Prophet 21 system.

COMSYS, JPMorgan, St. Joseph, MO

July 2007 to January 2008

Technical Operations Analyst - Consultant to a leading consumer loan

servicing company.

. Developed customized Crystal Reports that pulled information from many of

the Company's databases.

. Wrote customized SQL delete, update, and select queries.

. Troubleshoot and resolved customer issues involving the firm's website.

Used SQL Querying to manipulate the customers' accounts.

. Developed and ran reports that monitored systems, servers, and

applications.

. Documented processes.

. Developed and published InfoPath 2007 forms to a SharePoint Intranet site

that met business needs to help automate Helpdesk requests, and other

internal IT requests.

. Configured and installed SharePoint 2007 server.

. Created a SharePoint Intranet site that was to be used as the Company's

home page.

. Served as SharePoint Site Administrator.

. Created surveys within SharePoint that was utilized within the company

for management performance evaluations, and helpdesk performance.

. Track-It 6.5 Administrator responsibilities included the creation of new

user accounts, maintaining the database tables, and implementing new

processes to help simplify the work order creation process, etc.

. Provided termination verification. Verified that the Helpdesk completely

terminated users from the systems. Performed this function daily, monthly

and yearly for the company audit.

. Created instructional videos with Adobe Captivate to teach users password

changes, software account setup, email setup, etc.

. Provided backup Desktop Support/Helpdesk.

Armed Forces Insurance, Leavenworth, KS

June 2004 to July 2007

Senior Marketing Analyst

August 2005 to July

2007

. Developed reports using Crystal Reports and Data Reporters for marketing

campaign tracking.

. Tested and verified reports manually before releasing to the team

members.

. Manipulated data in Excel with VBA Macros, Access, and Crystal Reports to

meet parameters for direct mailings with the use of formulas and queries.

. Took the SQL Query from Crystal and inserted it into Microsoft SQL

Server's Query Analyzer to format the report as needed. Then reinserted

it back into Crystal through the Add Command feature within Crystal

Reports to generate the report in the requested format.

. Wrote SQL queries within Microsoft SQL Server's Query Analyzer to view

the back side of our relational database tables.

. Created graphs and charts with Excel and Crystal Reports for presentation

purposes.

. Used MapInfo Professional to query prospects for targeted marketing

campaigns, and to create requested maps for presentations.

. Troubleshoot and tested SRS tickets that occur within the GUI interface

system.

. Provided mailing list hygiene, loading, testing, and reporting.

. Maintained the Marketing Department's data archives.

. Audited and verified accuracy of current campaign results.

Desktop Support Specialist/Helpdesk

June 2004 to August 2005

. Configured and tested workstations before installing at the user's desk.

. Used Norton Ghost to create images for IBM, HP, Gateway, and Dell PCs.

. Helped in the development and testing of the SharePoint Helpdesk website.

. Worked Helpdesk tickets according to the priority of the situation.

Priorities were set based on the severity level. Each severity level had

a set timeframe to which it needed to be addressed.

. Implemented process improvement by changing processes to produce a given

task faster and more economically.

. Documented the processes of new installations and software installations.

. Created PowerPoint presentations and trained end users on new changes

within the Company.

. Created Excel spreadsheets to document and track machine inventory.

. Troubleshoot, repaired, and performed maintenance on HP LaserJet and

Lexmark Optra printers.

. Upgraded workstations from Microsoft Windows NT to Windows XP

Professional.

. Assisted in the troubleshooting process to roll-out Microsoft's security

update SP2 for Windows XP Professional.

. Managed users and assign permission to the SharePoint Help Desk website.

. Reset passwords and assigned rights in Windows Server 2003 Active

Directory Users and PCs.

. Used Remote Desktop Connection to remotely connect and fix users

machines.

. Reset passwords in the Mainframe.

AmerisourceBergen, St. Joseph, MO

February 2004 to June 2004

Technical Support Representative for a pharmaceutical distribution and

services company.

. Produced and maintained systems for hospital and retail customers.

. Primary point of contact for customer and employee issues.

. Documented installation processes and tracked inventory.

K&J CONSULTING, INC., St. Joseph, MO

August 2003 to April 2004

Computer Service Tech

. Consultant for Johnson Control, Inc. as their first line of contact for

two plants.

. Imaged, configured, tested, and installed new upgraded systems for

employees.

. Installed and configured Lotus Notes on machines throughout the company.

. Installed and configured new workstation terminals and printers

throughout each of Johnson Control's plants.

. Trained end-users on various software applications.

. Configured new Xerox printers at Kohl's stores in Kansas City.

C&M Business Machines, St. Joseph, MO

October 2003 to February 2004

Computer Service Tech

. Built and maintained systems for customers.

. Coordinated customer support including cost estimates for repairs.

. Met with customers and answered software/hardware usage questions.

Sprint, Overland Park, KS

December 2000 to October 2002

Network Translations Specialist - II/ION Translations

. Built and tested routing for the Service Manager switch to be deployed

into the ION network.

. Thoroughly knew the routing tables within Sprint's Service Manger switch

that was used for the Sprint ION product.

. Manipulated routing in Excel and Access to meet the special pipe

delimited format prior to being uploaded into DMS (Data Management

System).

. Created Excel VBA macros to simplify the formatting process. Performed

User Acceptance Testing (UAT).

. Assisted the technical lead in the modifications of routing schemes.

. Trained additional resources on the building and implementation of

network routing.

. Responsible for troubleshoot resolving and testing resolutions.

. Assisted other technical organization i.e. the Network Operation Center

(NOC).

. Documented/tracked production routing issues through the Trouble

Reporting System (TRS).

. Troubleshoot and resolved TRS tickets that had translations issues.

. Reviewed and routed tickets to the appropriate resolving organization

based on severity.

. Assisted with documenting the trouble resolution process for customer

impacting tickets.

. Assisted with determining process improvements for trouble resolution.

. Created an Access archived documentation library database consisting of

business processes.

. Provided support on a 24x7 rotational basis as the Tier 1 On-Call.

KEYWORDS: SQL, Crystal Reports, report writing, reporting, design,

research, resolved, systems, development, life cycle, liaison, systems

analyst, data analyst, analyze, analysis, communicate, validate, processes,

process, information, problem resolution, project, system requirements,

business requirements, customer, customer service, Business Intelligence,

Universe, InfoView, manipulation, queries

Contact this candidate