Customer Service Quality Assurance

Albert Ko

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

San Mateo, CA 94402 Cell: 201-***-****

OBJECTIVE To secure a position that calls on data analytics to fuel business

decisions.

TECHNICAL RDBMS: Oracle10g, Sybase 11.9, MySQL 5.1

BACKGROUND Languages: PL/SQL, SQL, JAVA, SQR

Applications: Oracle Applications 11.5, Oracle Discoverer 10g,

Oracle Forms Builder, Toad 8.1, Aqua Data Studio, DB Artisan 8.1,

Microsoft Excel, Microsoft Word, Microsoft Visio

Web Development: HTML, CSS, PHP, jQuery, Web Services, Adobe

Photoshop CS4

Operating Systems: Windows XP, UNIX, Mac OS X, DOS

EXPERIENCE

August 2009 - UNIVERSITY OF SAN FRANCISCO San Francisco, CA

April 2010 HRIS Analyst

Functioned as a technical liaison between functional teams and IT

on data migrations including effectively tracking project

milestones within these projects.

Produced valuable reports to support the individual lines of

business in HR by extracting information from RDBMS and presenting

the data in Microsoft Excel.

Redesigned the department's website independently through

utilization of web content management solutions and knowledge of

modern web development techniques.

Provided high-energy customer service to users throughout the

University on technical issues.

March 2007 - BLACKROCK INC. Manhattan, NY

December 2008 Database/Report Developer

Actively modified stored procedures by tuning embedded SQL queries

and database joins to reduce latencies and bottlenecks that may

occur during overnight batch processes.

Employed advanced Excel functionality such as pivot tables and

vertical lookups as a regression analysis tool to compare large

sets of HR and financial data.

Developed year-end reports for users in multiple business areas

such as legal, recruitment and compensation by leveraging Oracle

reporting tools to configure staging tables that allow users to

retrieve data through a web based version of Oracle Discoverer.

Designed an interface to extract and transform employee data to be

used as part of a headcount reporting initiative. This daily report

provided senior management with sound metrics to determine whether

reorganization was necessary based on employee movement during

mergers and acquisitions.

Demonstrated as a member of the corporate systems HR team, the

ability to gather/document project requirements and offer

recommendations based on existing database architecture and seeded

functionalities.

Streamlined the firm's one-time payment process through the

development of custom Oracle screens. This project led to 15%

savings in total annual reimbursements by eliminating duplicate

requests and identifying individuals who are not eligible for

claim.

August 2004 - BEAR STEARNS Whippany, NJ

March 2007 Developer/Project Coordinator

Automated macros to create an extensive report for business

customers to track the distribution of work efforts on all active

projects across each business unit.

Acted as liaison between the chief design officer and management

staff to create a detailed analysis of fiscal year

budgets/expenses. Year-to-date estimates including total hours

booked and above the line costs helped managers scale the volume of

new projects.

Prepared presentations with focus on the technical approach and

return on investment used at senior management committees to

acquire project approvals.

Supported the Software Development Lifecycle (SDLC) methodology

while working with project managers throughout IT to resolve

pending issues that arose during the development lifecycle.

Problems ranged from budgeting issues to following basic protocols

of our governance model.

Provided quality assurance testing on internal applications to

determine strategic placement of customized fields. Test cases were

established to contrast the expected behavior versus actual

behavior of the application.

EDUCATION UNIVERSITY OF SAN FRANCISCO (Masagung Graduate School of

Management) San Francisco, CA

MBA - Expected Graduation Spring 2013

RUTGERS UNIVERSITY New Brunswick, NJ

B.S. in Computer Science, 2003

Minor in Economics

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