Customer Service Analyst
Resume:
Dave Moore
Albuquerque, NM 87113
********@*******.***
Business Analyst I
Dear Sir/Madam,
I have approximately 25 years in the IT field, analyzing complex situations breaking
them down into more manageable segments, and I have decided to search out a new
position where I can utilize my well developed people skills, and business and accounting
experience.
As an analyst in many different environments, providing excellent customer service, and
following jobs through to completion has been an important part.
I have a strong background in making insightful recommendations to management
based on my analysis of data and understanding of processes and systems.
Creating ad hoc reports and explaining the data to management has been a key
portion of my duties.
Throughout my career performing analyst duties, I have liaised between
departments, and between various levels of staff and management.
While designing and writing all of the enhancements to the Utility Billing System
at one of my latest positions, I also did all of the training on proper use of the
modules.
In addition, my excellent customer service skills have been truly tested. In several of my
recent positions, all the tough, irritable customers with billing issues were directed to me.
I am proud to say that changing customer attitudes and providing excellent service was a
challenge I enjoyed and for which I received great acknowledgement.
My resume is enclosed. In an interview I can share with you further information about
my qualifications and people skills.
I look forward to hearing from you.
Sincerely,
Dave Moore
Enc.
DAVE MOORE
6800 Vista del Norte NE #517
Albuquerque, New Mexico USA 87113
********@*******.***
PROFESSIONAL GOAL:
I have been in the Information Technology field for many years, performing various types of
analyst duties with extensive client contact. At this time I want to utilize my well-developed
people skills, and my wide variety of computer and business experience analyzing Accounting,
Business and Financial applications.
EDUCATION:
Bachelor of Commerce, University of Windsor, Windsor, Ontario, Canada
Diploma of Data Processing, St. Clair College, Windsor, Ontario, Canada
EXPERIENCE:
Envision Utility Software, Systems Analyst, 09/02 – 02/09, Albuquerque, NM
Contributed to a strong team environment and assisted other members on complex
Accounting and Financial issues in an Oracle and PL/SQL environment
Analyzed data and user requests and made recommendations to Executive Management
Responsible for maintenance of the Utility Billing System which included Consumer
Services, Accounting, Billing, Equipment and Maintenance functions, Inquiry Screens and
Security
Queried databases with SQL to create reports for all levels of staff
Used MS Office for communication and to provide immediate spreadsheet information
New Mexico Corrections Department, Systems Analyst, 10/01 - 09/02, Albuquerque, NM
Responsible for training and supporting users on Crystal Reports
Supported the Finance dept. with FMIS reports
City of Santa Fe, Systems Analyst, 04/01 - 10/01, Santa Fe, NM
Prepared for the conversion of the Utility Billing System to an AS/400 environment
Contributed ideas and improvement suggestions in meetings with all levels of staff from
Customer Service Reps to the Mayor
Wrote all the Crystal reports for the billing system and accounting and auditing purposes
Public Service Company of New Mexico, Systems Analyst, 01/00 - 04/01, Santa Fe, NM
Responsible for designing, writing and implementing enhancements for the Utility Billing
System
Developed and installed modifications and trained the staff in system operations
Prepared for conversion to a new environment
Wrote all Crystal reports for accounting and auditing purposes
DAVE MOORE
Page 2
Kissinger Associates, Systems Analyst, 07/98 – 01/00, Centerport, PA
Designed the database consisting of over 50 tables and 100 reports and programs
Designed and wrote customized enhancements for the Utility Billing System and trained
the staff in all operations
Wrote all Crystal reports for the customer base
BCG Systems, Systems Analyst, 10/97 - 07/98, Akron, OH
DCI Consulting, Systems Analyst, 02/97 - 10/97, Raleigh, NC
Designed and wrote customized enhancements for our customers
Wrote reports for the customer base
Worked on the design team for HMO enhancements
Home for Special Care, Owner/Operator, 01/94 - 12/96, St. Marys, ON
Operated a government subsidized program for ex-psychiatric patients living in our home
where we provided a very supportive lifestyle
Word spread about the excellent care and nurturing of our Home's residents which
resulted in a long waiting list
Administered medication, supported work programs and counseled the residents
Kept financial records for residents and our tax purposes
Owned and operated a direct mail franchise advertising local businesses which required
creating and maintaining a satisfied customer base by understanding their goals
Bank of Butterfield, Analyst/Programmer, 01/91 - 12/93, Bermuda
Responsible for maintenance of the Checking and Retail systems
Prepared for conversion to a new environment
Wrote various database packages for the Real Estate department
MAI Canada, Analyst/Programmer, 08/88 - 01/91, Brantford, ON
S.T. Consulting, Analyst/Programmer, 08/83 - 08/88, Windsor, ON
Department of Revenue, Analyst/Programmer, 05/82 - 08/83, Ottawa, ON
Maintained municipal accounting software and developed new modules
Wrote an Inventory control package for a Tool and Die shop
Developed and wrote a complete Payroll package for a Manufacturing firm of 140
employees
Developed and wrote a Sales History Statistical Analysis package for an auto part store
of 35,000 items
Made modifications for the Canadian Individual Tax Return System
EXPERIENCE IN THE FOLLOWING:
MS Office, Access, Excel
Oracle 6i – Forms, Reports, SQL, SQL/Plus, PL/SQL
Providex – Nomads GUI Interface, Business Basic
MAS90 Accounting software, Crystal Reports
Contact this candidate