Customer Service Analyst

Dennis S. Willis

*** **** **** ****** ****- 203-***-****

Milford, CT 06460 E-Mail:

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

SUMMARY

Experienced in gathering and refining business requirements, ability to

standardize and streamline companywide processes. Possess over (7) years

of experience in various areas of IT including Object Oriented Programming,

and highly competent in complex SQL query writing.

SOFTWARE

Advanced:

- Languages: Structured Query Language (SQL), Visual C#, VB.net,

ASP.net, SAS

- DBMS: Microsoft SQL Server 2000, 2005

- Windows Platforms: Vista Business Edition, XP, NT

- Applications: MS Office 2007 (Word, Excel, PowerPoint, Project)

- Diagramming: Visio 2007

- Graphic: Adobe (Photoshop, Flash, Fireworks)

- Web: Extensible Hypertext Markup Language (XHTML), Macromedia

(Dreamweaver)

Familiar:

- Languages: JAVA, JavaScript, PHP, Action Script, JCL (Job Control

Language)

- Standards: Unified Modeling Language (UML)

- Applications: MS Project

- Platforms: Linux

- DBMS: Oracle, DB2

- RDBMS: Essbase

- Accounting: SAGE Fixed Asset Accounting

- PPM Tools: HP PPM Tool, Innotas

EDUCATION

Sacred Heart University, Fairfield, CT, 2004 - 2008

(Master of Science, Management Information Systems)

Monroe College, New Rochelle, NY, 2002 - 2004

(Bachelor of Administration, Information Systems)

PROFESSIONAL EXPERIENCE

Devry University, Phoenix, AR 6/2007 -

Present

Adjunct Professor

- Educate undergraduate students in the principles of programming and

designing 3D games

- Assist students in mastering coding languages, visual design principles

and related computer technologies

- Utilize related technology (such as PowerPoint, remote access to syllabi

and grades, course related

software, website content, online courses or course components with

interactive capabilities) to enhance

learning.

- Incorporate higher-level learning (i.e. application, analysis, synthesis

and evaluation) by giving

students opportunities to develop information literacy and problem-

solving skills, and by connecting their

current study to lab assignments and previous/future study in the

related disciplines.

Health Net, Shelton, CT 6/2009 -

12/2009

Senior Systems Business Analyst

(Consultant)

- Successfully assisted dept. in developing IT strategies to eliminate

years of work backlog

- Assigned a lead role on elite team of technology advisers, to provide

detailed data on all available

technical options.

- Analyzed current data flow diagrams to further improve existing processes

for benefit of the organization

- Composed medical contracts and Insurance Co-Pay schedules within Compuset

- Provided weekly updates of all tasks and projects as requested

McIntyre Group, Shelton, CT

Cenveo 11/2008 -

2/2009

Business Analyst

(Consultant)

- Gather requirements for new processes by means of interviewing Dept.

Managers, H.R and Systems Analyst.

- Standardized terminated employee account processes to increase security

for the company and to provide accountability from all Systems Analyst.

- Spearheaded FAS unitization project to eliminate costs and redundant

instances in all companies US business segments.

- Document all findings in journals and create rollout plans to track

project progress.

- Provide detailed reports and Data Flow Diagrams of current processes, for

the Chief Information Officer and VP of Technology.

- Proactively communicate and collaborate with vendors to obtain pricing

and whitepaper documentation for detailed comparative product analysis.

- Trained in uploading and manipulating data in Essbase server and Essbase

excel plug-in.

New Millennium Staffing, Westport, CT

1/2008 - 6/2008

Boehringer Ingelheim

Business Analyst / e-Discovery Agent

(Consultant)

- Provide legal team with digital evidence and or confidential case

documentation.

- Perform data collections on various media including Laptops, E-mail and

Network Shares.

- Generate advanced queries in Cognos Impromptu to provide report summaries

- Cut report production time down by streamlining report comparison process

- Build and design Microsoft Access database with Form Interface to log all

data collection information.

- Review confidential court documents to assess the collection requirements

for requested data.

- Design confidential collection forms in Microsoft Word for the legal

team.

- Meet all deadlines and provide outside counsel with deliverables in a

timely manner.

Robert Half International, Stamford, CT 8/2007

- 1/2008

Common Fund\Oak Hill Capital

Level III Desktop Support \ Programmer Analyst

(Consultant)

- Design and code functional asset inventory web application using VB.net.

- Build database in SQL and performed data testing with Query analyzer.

- Update existing content on companies ASP.net based web portal.

- Modify and create site banners using Adobe Photoshop CS2

- Build and install laptops\desktop machines for new hires.

- Setup and monitor video conferences for associates and 3rd party

participants.

- Configure mirroring for Compaq Proliant Server hard drive arrays.

- Assist associates with installation and configuration of blackberries

hand held devices.

- Load and configure images on machines in accordance with dept.

Hewitt Associates, Norwalk, CT 8/2006

- 4/2007

Programmer Analyst

- Program and test the HR Benefits batch system to verify new compliance

laws are implemented properly.

- Create Complex SQL queries coupled with SAS to gather and output

financial and benefit information.

- Utilize JCL and AD-Hoc to schedule and process reports\programs as per

requirements documentation.

- Cut costs for dept by observing companies coding guidelines and utilizing

efficient SQL\SAS code.

- Provide technical support for resolving system defects in the production

environment in a timely manner.

- Documents all customizations using our standard format in files and in

customization requests.

- Escalates system defects to the next level of support, if applicable.

- Responsible for ensuring the batch system operates smooth and remains

current.

- Work with other analysts to create a comprehensive system platform that

supports all client requirements.

Clayton Group, Shelton, CT 11/2004 -

6/2006 Programmer Analyst

Collateral Analyst

- Primary task was to maintain and update various pre-built mortgage

applications.

- Develop customized financial data reports using complex SQL queries in

FoxPro, MS Access and Excel.

- Design program interfaces using MS Access and Visual Basic Script (VBA).

- Utilize existing technologies to streamline and eliminate redundant

report processes.

- Manage and add new functionality to existing legacy applications during

down time.

- Customize CAS programmatically to data map financial loan pool data for

respective client.

- Support project leads and customer service managers with technical issues

as needed.

- Adhere to company coding policies to create documentation and comment all

changes within application.

Contact this candidate