Project Manager Customer Service

Matthew Olsen

Email: *********@********.***

Address: ***** * ******* ***** *** 1020

City: Scottsdale

State: AZ

Zip: 85259

Country: USA

Phone: 316-***-****

Skill Level: Experienced

Salary Range: 65

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

MATTHEW B. OLSEN

*********@********.*** * 316-***-****/c

SYSTEMS ANALYST

Analyst/Developer * Customer Support

Versatile technical lead with expertise in data structure, data access and dynamic report generation. Proven results in gathering technical requirements and building reports that deliver accurate, timely multifaceted, decision support. Skilled rapport builder; effective in building strong partnerships and alliances across the enterprise based on sincerity, helpfulness, client commitment and trust. Fluent communicator; equally effective in translating complex technical issues for novices or experts.

Accomplished researcher and planner; adept at building the business case for the tools and resources needed to fill mission-critical technology gaps. Focused, results-oriented project manager. Prepared team leader. Expert troubleshooter. Investigative, collaborative and systematic problem solver with a passion for leveraging tools and technologies to make the work easier and more efficient. Prepared to succeed.

functional strengths

Application Support

Business Analysis

Data Modeling

Database Administration

Database Programming

Decision Analysis and Support

Process Improvement

Project Leadership

Report Design

Technical Support

Testing

User Training

technical strengths

platforms: Windows 2003/2008 Server, 7, Vista, XP

languages: Visual Studio, Visual Basic, Transact SQL, Java, DB2, C/C++, Oracle and SQL Server stored procedure and function programming

tools: Crystal Reports 2011; Business Objects Enterprise; Oracle 8i,10g, and 11g; Toad for Oracle; Visio; SQL server 2000, 2005, 2008; Visual Studio .NET; MS Office Suite; MS Project; JasperSoft iReports; Cognos; Micro Strategy

professional experience

UNITED HEALTHCARE, Phoenix, AZ March 2012-Present

Worked with Crystal Reports to provide customers with critical information about their construction business within a web based application.

Business Intelligence Consultant (2012-Present)

Write SQL statements and reports to provide data to answer regulatory questions posed by the states related to Medicare and Medicaid programs administered by United HealthCare.

Work with internal and external customers to develop changes that would help customers get information needed from the reports.

Optimize SQL statements to get accurate and timely information from medical claims database.

Perform quality assurance tasks to verify correctness of data.

Communicate with internal team to provide coding advice and assistance to team members.

COMPUTER GUIDANCE CORPORATION, Scottsdale, AZ October 2010-March 2012

Worked with Crystal Reports to provide customers with critical information about their construction business within a web based application.

Business Intelligence Developer (2011-2012)

Write Cognos Reports in support of new reporting direction taken by company. Provide demonstration of Cognos reporting to bring in new customers.

Work with database development team to design Cognos frameworks.

Assist senior staff in designing and implementing dashboards and widgets for future product releases.

Coordinate with IBM staff to report bugs and request enhancements for Cognos software.

Research add-on technologies for Cognos to determine future options for growth.

Crystal Reports Writer (2010-2011)

Write Crystal Reports for a software company to incorporate in their software package. Work with 600+ construction firms to determine types of reports they would use in daily business. Implement custom reports for individual construction firms, from views and stored procedures all the way to finished product.

Work with internal and external customers to develop changes that would help customers get information needed from the reports.

Help staff to decide on replacement software for Crystal Reports that will work with current software implementation.

Learn Jasper Reports to support software implementation.

Plan software implementation including service pack updates and rolling out Crystal Reports formatting changes.

Gather requirements for reporting from stakeholders.

Retrieved information from customer support database to allow managers to have better understanding of current trends at company.

Analyzed trends in customer support database to help guide decision making processes company wide.

CITY OF WICHITA, Wichita, KS June 2001- October 2010

Improved technology utilization, business processes, information access and decision making by a city government employing 3,500 and serving 300,000 residents-literally changing how business is done.

Systems Analyst II/Tidemark Application Analyst (July 2006- September 2010)

Manage 154-user Business Objects Enterprise server and database for aging Tidemark application, which tracks construction permitting and inspections for Wichita`s commercial and residential communities. Serve as technology lead on related projects. Gather and review business requirements and technical specifications; develop detailed project plans as priorities evolve. Coordinate vendor demonstrations to evaluate tools and technologies for purchase.

Guide a 10-member technical team in using Crystal Reports SDK to develop solutions for various compliance and decision-support reporting scenarios.

Championed replacement of Tidemark due to its limited capabilities; co-led RFP requirements gathering for more robust Infor-Hansen 8, selected for purchase and now being implemented.

Use Business Objects Crystal Reports 2008 to develop, build and deploy complex reports involving formulas, dynamic parameters, cross-tabs and sub-reports.

Provide one-on-one user training, guidance and instructions pertinent to Crystal Reports and information retrieval from various sources including MS Excel and MS Access databases.

Acknowledged Crystal Reports Subject Matter Expert (SME); educate colleagues and users across the enterprise on capabilities and functionality.

Instruct classes on Crystal Reports, empower both technical and non-technical users (often unaware of what information they want or need) to develop their own reports.

Facilitate onsite IT problem solving in other departments; help formulate process improvement ideas around available technologies.

Used PL/SQL with Oracle databases to gather and report on data from the Tidemark database.

Managed database queries gathering data from many different databases into one query.

Data gathering and analysis work using Toad for Oracle.

Earned progressive assignments of increasing complexity and scope based on technical expertise, customer service commitment, team leadership and overall performance.

Frequently gain kudos from supervisors and colleagues alike for skill in communicating technical issues to users at all levels of technical knowledge. Achieved two peer-nominated awards for exceptional service to others.

Systems Analyst II/Housing Application Analyst (May 2002- July 2006)

Provided technical insights to city management, influencing technology strategy and direction, workflow and business process improvements, training requirements, and new software implementation.

Delivered a level of decision support never achieved before by developing custom Data Transformation System (DTS) that pulled data from legacy (text-based) database into MS SQL Server and employed Crystal Reports to populate Excel spreadsheets. Tripled the number of useful reports (from 25 to 75), dramatically elevated report quality and sophistication, and enabled key reporting and custom mail merge functions still in use today.

Planned and executed IVR (interactive voice response) system implementation and comprehensive user training to enhance level of service provided to city residents.

Researched potential cost/benefits and developed requirements for City of Wichita wireless network infrastructure (implemented 2010).

Performed data analysis to determine housing assistance trends in various city areas and obtain availability/location information on public Section 8 housing for low-income residents.

Automated the mandated annual review process verifying applicants` eligibility for Section 8 housing.

Tested vendor-provided software patches for CCS-Lib.

Systems Analyst I/Library Support Analyst (June 2001- May 2002)

Provided primary helpdesk support for 100-node WAN connecting 200 employees to materials and resources within a 10-branch library system serving a population of over 300,000. Performed a wide variety of tasks from hardware/software troubleshooting and maintenance to systems/network support.

Played an integral role in infrastructure planning. Communicated information management needs and issues to IT leadership, aiding long-range capital planning and decision-making.

Influenced conversion from troublesome legacy database to client/server-based DYNIX product containing all prior records.

Maximized productivity by training users in basic troubleshooting techniques. Empowered operations staff to allow IT support technicians more time for resolving complex issues.

education & professional training

B. S., Computer Information Systems and Management Information Systems, 2000

Newman University, Wichita, KS

Executrain, Project Management Workshop

Pink Elephant, ITIL Foundations Certification

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