Manager Customer Service
Resume:
Linda A. Nealon
*******@****.***
PROFESSIONAL SUMMARY
. Assess employee talent. Recommending and implementing personal
development plans.
. Mentoring and coaching employees, optimizing the opportunity for
employees to achieve their goals.
. Evaluating organizations performance and potential.
. Planned, designed and implemented corporate training collaborating
with department heads and business units to optimize their team's
performance and potential.
. Excellent presentation skills.
. Strong analytical problem solving skills.
. The ability to assess individual skill levels in a large classroom
environment giving more attention to those who need it and allowing
others to progress at an acceptable pace to keep the learning
environment pleasant, interesting and meaningful.
. Taught BusinessObjects public training classes Web Intelligence, Desk
Top Intelligence, Dashboard Design, Performance Manager, Universe
Design, Crystal XIR2 and Crystal Xcelsius.
. Taught BusinessObjects Administrating Servers, Users and Content,
Deploying a Solution, Data Integrator.
. BusinessObjects Business Intelligence 5.1 - XIR2 and Crystal
Enterprise XI with 10+ years of BusinessObjects Business Intelligence
products including migration to the newest platform and version of XI.
. 10+ years includes many aspects within the information systems field
including business intelligence Data analysis, database design and
business intelligence implementations and training.
. 10+ years Training highly technical subjects to hundreds of end
users. Directly managed organizational groups employing 15-200
personnel Groups included development, operations, communications,
training, scheduling, policies & procedures, implementation and
maintenance.
. Effective at communicating technical information to the technical and
non-technical professionals.
. Extensive experience in creating reporting systems utilizing OLAP and
ad-hoc technologies.
. Solid leader as well as a balanced manager and team member.
. Strong ability to interact with senior levels management.
. Strong ability to manage customers as well as vendors.
Effective team member, mentor and self starter.
Technical Summary
CATEGORY SKILL NAME YR LAST TOTAL
USED YEARS
EXPERIENCE
SOFTWARE/DATABASE MS SQL SERVER 2010 10
S 6.5,7.0, 2000,2003,
& 2005
ACCESS 2010 15
ORACLE 8, 8I,9I, AND 2008 11
10I DB2
TERADATA 2009 5
COGNOS BUSINESS 2006 6
INTELLIGENCE
APPLICATIONS
BUSINESSOBJECTS 2010 15
BUSINESS INTELLIGENCE
APPLICATIONS
Through 3.1 version
Crystal Enterprise 2010 15
Data Quality 2009 2
Universe Design 2009 7
Dashboard Builder 2009 6
Data Services 2009 2
Performance Manager 2009 6
Xcelsius 2009 4
Data Integrator 2009 4
Web Intelligence 2010 6
DeskTop Intelligence 2009 11
XIR2 2010 4
Visual Basic 2006 5
MS office Suite 2010 15
Erwin 2009 8
Toad 2009 4
SAP-R3 2008 2
Microsoft Access 2010 15
Microsoft Word 2010 15
Microsoft Outlook 2010 15
Microsoft PowerPoint 2010 15
Microsoft Project 2009 10
Microsoft Sharepoint 2010 3
Multiple Accounting 2010 20
Package
Programming Visual Basic 2006 5
Languages
SQL 2009 15
PL/SQL 2009 12
Transact SQL 2009 15
HTML 2007 6
XML 2006 3
JavaScript 2005 3
Professional Experience
THE LCMS FOUNDATION
09/09 -02/10 BusinessObjects/Crystal Report Developer/Software
Engineer/Training Specialist
. Team Lead Implementation, Development, and Training.
. Develop Crystal Reports for the foundation using Crystal Report Writer
8.5.
- 1. Design
- 2. Training Best Practices
- 3. Scalability
- 4. Optimization existing reports by modifications of contexts and
creation of variables and formulas.
- 5. Support existing reports and fixing diversions.
- Testing new and existing reports using Access and SQL Enterprise
Manager.
. Reports/Training.
- Tiering file auto-generation (knowledge transfer)
. Publishing.
. Data Dictionary of Access Database
. Reports Library
. Drill down functionality.
. Preparations for future implications/training (scalability, improved
reporting.
Arch Coal Inc.
08/08 -03/09 BusinessObjects Migration Specialist/ Software
Engineer/Training Specialist
. Migration of BusinessObjects 6.5 to XIR2 to 3.0
. Lead support, new report development and training.
. Training for BI to scale database.
. Training for BI to maintain database.
. Universe design
- 1. Design
- 2. Training Best Practices
- 3. Scalability
- 4. Optimization of universes by modifications of contexts and
creation of variables and formulas.
- 5. Support existing Universe and fixing diversions.
. Optimizing Web Intelligence.
. Reports/Training.
- Tiering file auto-generation (knowledge transfer)
. Publishing.
. Drill down functionality.
. Preparations for future implications/training (scalability, improved
reporting.
. Migration of BusinessObjects Web Intelligence 6.5 to BusinessObjects
3.0
. Migration of Business Objects Web Intelligence to BusinessObjects Web
Intelligence 3.0 in the Windows environment.
. Developed New BusinessObjects Web Intelligence report in version XIR2
and 3.0 for Business Units.
. Created design and implementation documentations for BusinessObjects
6.5,XIR2,and 3.0.
. Created Best Practice documentation for BusinessObjects XIR2 Universe
Design in their environment.
. Created Best Practice documentation for BusinessObjects XIR2 Web
Intelligence
. Created Web Intelligence Orientation documentation as part of the
migration process. Hold orientation and training in InfoView and Web
Intelligence at 4 locations.
. Mentored new Web Intelligence End Users in Report Development.
. Created dashboards in Xcelsius and demonstrated Xcelsius dashboard
report cabilities to upper management.
. Instrumental in creating new report standards for new report creation
for a consistent look and feel.
. Developed new reports with Web Intelligence along with maintaining
existing reports.
ACTIVISION SANTA MONICA, CA
04/08 - 07/08 BusinessObjects Migration Specialist/Data Quality/Data
Integrator/Data Services Specialist
. Migration of BI Database rebuilds from scratch; add extra territories.
. Training for BI to scale database (adding territories, periods,
attributes).
. Training for BI to maintain database.
. DQ/DI integration.
. Optimize DQ.
. DI integration.
. ETL efficiencies/optimization.
. Clean data with no manual manipulation of data or attributes.
. Created relational database used in Universe Design
. Created dashboard for upper management using Xcelsius 4.5
. Universe design
- 1. Design and develop new Universe for adhoc and Web Intelligence
reports.
- 2. Training
- 3. Scalability
- 4. Optimization of universes
. Optimizing Web Intelligence.
. Reports/Training.
- 1. Tiering file auto-generation (knowledge transfer)
- 2. Pricing analysis
. Publishing.
. Drill down functionality.
. Preparations for future implications/training (scalability, improved
reporting.
Monsanto Company
11/07 - 03/08 BusinessObjects Migration Specialist
. Migration of BusinessObjects Web Intelligence 6.5 to BusinessObjects
XIR2 windows based using Active Directory.
. Migration of Business Objects Desk Top Intelligence to BusinessObjects
Desk Top Intelligence and Web Intelligence XIR2 in the UNIX
environment.
. Developed New BusinessObjects Web Intelligence report in version XIR2
for Business Units.
. Modification of Universe
. Support of existing Universes.
. Converted DeskTop reports to Web Intelligence XIR2.
. Created design and implementation documentations for BusinessObjects
XIR2.
. Created Best Practice documentation for BusinessObjects XIR2 Universe
Design
. Created Best Practice documentation for BusinessObjects XIR2 Report
Design
. Created Best Practice documentation for BusinessObjects XIR2 Web
Intelligence and Desktop Intelligence.
. Created Best Practice documentation for BusinessObjects XIR2 Dashboard
Building and Performance Manager.
. Created Web Intelligence Orientation documentation as part of the
migration process.
. Created all training materials and manuals for End Users.
. Held orientation and training for 249 end users.
. Mentored new Web Intelligence End Users in Report Development.
. Worked with Team Lead to solve report optimization issues with Bex
queries and Web Intelligence reporting.
. Managed APOS Archive Manager for old Crystal Reports.
. Instrumental in creating new report standards for new report creation
for a consistent look and feel.
. Maintained old DeskTop reports as well as new Web Intelligence
reports.
MasterCard Worldwide
03/07 - 07/07 BusinessObjects Developer
. Lead and liaison of offshore teams organizing report development
standard procedures and converting desktop reports to Web Intelligence
reports.
Coordinating the upgrade from BusinessObjects 6.5 to XIR2
. Developed New BusinessObjects Web Intelligence report in version XIR2
for Business Units.
.
. Converted DeskTop reports to Web Intelligence XIR2.
. Created design and implementation documentation.
. Instrumental in creating new report standards for new report creation
for a consistent look and feel.
. Maintained old DeskTop reports as well as new Web Intelligence report.
. Mentored team members as needed.
. Provided expertise in decisions in which reporting tool should be used
for existing and new reporting needs.
. Tuned SQL queries for speedy extraction of data. Created complex
reports for various Applications using the Universes, free hand SQL as
the main Data Providers.
NetPositive, Inc.
1/06 - 03/07 Director Education Services/Consultant
. Taught BusinessObjects public training classes Web Intelligence, Desk
Top Intelligence, Dashboard Design, Performance Manager, Universe
Design, Crystal XIR2 and Crystal Xcelsius.
. Taught BusinessObjects Administrating Servers, Users and Content,
Deploying a Solution, Data Integrator.
. Created large complex Universes for Financial Lending Corporations
such as American Equity Mortgage, US Bank, National Bank, Automotive
Sales, Health Care Organizations, Office Supply Company, and various
other industries.
. Maintained the whole environment (TEST, DEV and PROD).
. Created complex reports for various Applications using the Universes,
free hand SQL as the main Data Providers.
. Updated and maintained Universes to meet new reporting requirements.
. Created Universe to support Ad-hoc reporting and also created user
defined objects.
. Modified Universes where needed to pull the required information in
reports.
. Support of existing Universes.
. Performed Server Management Tasks, using Central Configuration Manager
(CCM) and Central Management Console (CMC).
. Clustered Central Management Server (CMS) machines.
. Configured File Repository Servers, Crystal Report Job, Cache and Page
Servers, LOV Job server, Web Intelligence Job and Report Servers,
Desktop Intelligence Job, Report and Cache Servers, Destination Job
Server, Program Job Server and Event Server.
. Applying patches, hot fixes, critical fixes, service packs and
testing/applying security patch. Managed APOS Archive Manager for old
Crystal Reports for several clients.
.
. Requirement Collection, Documentation & high-level design.
. Developed Functional (Business terms) and Technical Design documents.
. Imported data from Business Objects 6.x & Crystal Enterprise 10 to
Business Objects Enterprise XI.
. Intergraded data from production to the new developed Data Warehouse
using BusinessObjects Data Intergraded as the ETL tool.
. Created the reports using Business Objects features such as Queries,
Slice and Dice, Drill Down, @Functions, Cross Tab, Master Detail and
Formula's etc R2.
. Configured BO Server Products like Web.
. Worked with database connections, SQL joins, cardinalities, loops,
aliases, views, aggregate conditions, parsing of objects, LOVs, and
hierarchies.
. Tested Reports and deploy them over web.
. Deployed reports to Repository through Info View Intelligence.
. Scheduled Business Objects Reports using InfoView.
. Design, development, maintains the Report portal, which provides user
access to scheduled reports preferences and report parameters.
. Installed Business Objects Repository.
. Created and maintained Corporate Dashboards in Dashboard Manager, and
Performance Manager.
. Created and maintained Dashboards in BusinessObjects Xcelsius 4.5 for
multiple onsite clients.
RZ Solutions
12/05 - 02/06
BusinessObjects Public Education/Instructor/Developer
. Trouble Shooting In Business Objects Enterprise.
. Developed complex Universes based on client's requirements.
. Taught BusinessObjects public training classes Web Intelligence, Desk
Top Intelligence, Dashboard Design, Performance Manager, Universe
Design, Crystal XIR2 & Crystal Xcelsius, Taught BusinessObjects
Administrating Servers, Users and Content, Deploying a Solution.
. Maintained the whole environment (TEST, DEV and PROD).
. Updated and maintained Universes to meet new reporting requirements.
. Performed Server Management Tasks, using Central Configuration Manager
(CCM) and Central Management Console (CMC).
. Clustered Central Management Server (CMS) machines.
. Configured File Repository Servers, Crystal Report Job, Cache and Page
Servers, LOV Job server, Web Intelligence Job and Report Servers,
Desktop Intelligence Job, Report and Cache Servers, Destination Job
Server, Program Job Server and Event Server.
. Applying patches, hot fixes, critical fixes, service packs and
testing/applying security patch. Managed APOS Archive Manager for old
Crystal Reports for several clients.
. Requirement Collection, Documentation & high-level design.
. Developed Functional (Business terms) and Technical Design documents.
. Imported data from Business Objects 6.x & Crystal Enterprise 10 to
Business Objects Enterprise XIR2.
. Configured BO Server Products like Web Intelligence.
. Worked with database connections, SQL joins, cardinalities, loops,
aliases, views, aggregate conditions, parsing of objects, LOVs, and
hierarchies.
. Tested Reports and deploy them over web.
. Deployed reports to Repository through InfoView.
. Scheduled Business Objects Reports using InfoView.
. Installed Business Objects created Repository.
Metal Exchange Corporation
12/04 - 12/05
Business Analyst/Software Engineer
. Analyzing the business needs, data, and database structure to obtain
report specifications.
. Evaluating data and business needs from multiple data sources for
developing, and implementation of Crystal Enterprise and Business
Objects XI reports. Configured File Repository Servers, Crystal Report
Job, Cache and Page Servers, LOV Job server, Web Intelligence Job and
Report Servers, Desktop Intelligence Job, Report and Cache Servers,
Destination Job Server, Program Job Server and Event Server.
. Applying patches, hot fixes, critical fixes, service packs and
testing/applying security patch. Managed APOS Archive Manager for old
Crystal Reports for several clients.
.
.
. Creating a bridge between custom accounting package and commodity
trading system through Business Objects as the only tool used to
reconcile between both systems.
. Providing on -site training and documentation for administrators and
users.
. Implementing new standards and processes for Source Safe, Crystal
Enterprise, E-Portfolio and Business Objects.
. Developing Crystal Reports using, 8.5, 9.0, Crystal Enterprise 10,
Business Objects XI, using stored procedures, SQL Queries, views,
functions and hard coding.
. Troubleshooting software and hardware problems for end users.
Inacomp
02/03 - 08/04 Business Analyst/Software Engineer
. Maintained the whole environment (TEST, DEV and PROD).
. Analyzing the business needs, data, and database structure to obtain
report specifications.
. Installing, configuring and implementing Cognos Impromptu and
PowerPlay applications.
. Evaluating data and business needs from multiple data sources for
designing, developing, and implementation of impromptu and PowerPlay.
. Designing, developing and implementing Cognos Impromptu catalogs,
PowerPlay cubes plus hundreds of Impromptu and PowerPlay reports.
. Providing on-site training and documentation for administrators and
users. Implementing new standards and processes for Cognos.
. Provide in-house training on custom accounting software.
. Provide daily management of all in-house databases including SQL and
Access.
. Troubleshooting software and hardware problems for end users.
Cerner Citation
08/02 - 02/03 Software Engineer/Instructor/Business Analyst
. Developing Custom Crystal Reports using 8.0 and 8.5 using stored
procedures, SQLQuery, and hard coding.
. Creating functional views and stored procedures using Crystal 8.5 from
existing tables within the database.
. Creating new tables within the SQL Database as needed.
Smurfit Stone
07/01 - 08/02 Business Analyst
. Creating new tables within the SQL Database as needed.
. Analyzing the business needs, data, and database structure to obtain
report specifications designing, developing and implementing Cognos
Impromptu catalogs, PowerPlay cubes and Impromptu and PowerPlay
reports.
. Designing and maintaining report specifications and all report
documentation Creating stored procedures and views using existing
database tables.
. SQL Query for data verifications and testing.
. Wrote test plans and procedures.
Intertech Management Group
05/00 - 07/01 Software Engineer /Business Analyst
. Creating custom Crystal Reports using 7.0, 8.0, and 8.5 Using ODBC
connections to database.
. Creating stored procedures from the existing tables within the
database.
. Create new tables within the existing database as needed.
. Writing stored procedures to create test data for Quality Assurance.
. Visual Basic 6.0 as the GUI development for the accounting software
package.
. Created custom Crystal reports to fit the financial reporting needs
assuring them to be both GAAP compliant with accounting integrity.
Infinet, Inc.
02/98 - 05/00 MIS Director
. Directing, designing, developing, implementing management information
systems consisting of Automation Plus Accounting Application.
. Cognos Impromptu, PowerPlay client and web reporting environments.
. Crystal Report environment, MS Access and SQL databases in support of
accounting, sales, and customer service business units.
. Designed, developed time card systems using Crystal Reports for the
Customer Service Department to eliminate duplication of data entry and
to track service times and requirements as well.
. Designed, developed and conducted in-house training related MIS
supported applications.
. Managed Novell Intranet and LAN/WAN environments.
Automation Plus
02/97 - 11/02 Software Instructor/Consultant/Business Analyst
. Conducted training classes for Custom Accounting Software all over the
United States.
. Analyzing the business needs, data and database structure to obtain
report specifications.
. Designed, developed policies and procedures to insure full utilization
of a real time accounting software package that included general
ledger, accounts receivable, accounts payable, payroll, inventory,
sales analysis, customer service call dispatch and lead sales
tracking.
. Migrated legacy accounting system to new accounting system.
. Designed, developed and implemented accounting reports utilizing
Crystal Reports, Access and SQLscope data views where required.
. Designed and implemented a custom report in Crystal to track
technician times spent on service calls to track warranty time and
labor analysis for management to better utilize technician to produce
maximum productivity.
. This time card application created in Crystal is also used for time
keeping in payroll.
. Testing data to insure accounting software conversion is accurate and
balance with old accounting software data.
Certifications
Certified Novell Network Administration 4.0
Certified BusinessObjects Business Intelligence 5.1 - XIR2, 3.1
Certified Crystal Enterprise XI
Certified BusinessObjects Xcelsius
Certified BusinessObjects Enterprise
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