Customer Service Manager
Resume:
MICHAEL DWIEL
Charlotte, North Carolina 28269
*******@*****.***
PROFESSIONAL SUMMARY
IT Professional with more than 25 years’ experience in financial data analysis, data interpretation, data visualization and presentation, supporting and developing data systems and reporting. Detailed, analytical and proven technical abilities. Excellent leadership abilities and strong organizational skills.
Creative problem solving with successful analysis and efficient restructuring of management policies and systems
Extensive information technology system and software knowledge, including research, implementation and training of system users
Strong written communication and interpersonal skills.
EXPERIENCE
Senior Data Analyst – Bank of America – Charlotte, North Carolina
June 2016 - Present
Utilizing SQL to track worldwide implementation to Skype for Business including cost savings from older conferencing system. Providing digital metrics to upper management for review. Creation of dashboards to help show gains realized from moving to Skype platform. Combine multiple source data to create an overall dashboard view for upper management. Works with various groups to understand across the board data dependencies.
Business Analyst - CoLinx - Greenville, South Carolina
December 2014 – May 2016
Understand any eCommerce issues that arise using SQL, Java and in house built dashboards and be able to communicate to developers and guide them to a solution. Communicate to the end user any questions and make sure they are aware of any issues resolutions. Look forward to decrease downtime by investigating, proposing and lead Agile Scrums to implement superior code changes. Document workflows, implementation plans and technical requirements.
Data Analyst - Resurgent Capital Services -Greenville, South Carolina
October 2005 - November 2014
Creation of queries in SQL to answer business questions with limited assistance and a high degree of autonomy, with a focus on financial concepts. Development and maintenance of data warehouse tables managing inventory, legal and financial data. Creation of dashboards with mathematical concepts in SQL to answer questions about financial performance including incremental and cumulative liquidation, settlement incidence and rates, unit yields, and more. Presented data to customers in such formats as Excel pivot tables, PowerPoint charts, Report Builder and SQL. Error identification and inconsistencies in the data and investigation of data anomalies. Ad hoc reporting by translating business customer needs into a data request. Worked with IT to define specifications for new reports. Lead user acceptance testing on new reporting projects. Development and maintenance of month end processes and reports.
Retail Information Systems Analyst - Cornerstone Propane - Easley, South Carolina
December 2001 - October 2005
Perform technical support for all electronic retail information from the nationwide sales/service centers. Installation of new proprietary Palm software and associated system hardware within the centers. Hands-on training of service center personnel on new hardware and software. Daily troubleshooting and support including: hardware, custom software, and MS products; daily, monthly, and annual accounting procedures ranging from unbalanced reports to inventory control; ad hoc queries using SQL.
Operations Analyst - LifeMinders.com - Herndon, Virginia
July 2000 - January 2001
Utilized SQL queries, in conjunction with customer service, to identify and diagnose customer problems. Monitored and tested wireless delivery system status, then made necessary corrections. Proofed and tested HTML e-mails, then coded necessary changes.
Systems Manager - National Automobile Dealers Association - Industry Affairs - McLean, Virginia
October 1995 - July 2000
Designed, developed and maintained dealership financial statement retrieval and analytic systems. Downloaded data from mainframe environment into an Access database. Performed data warehousing of all analytical elements. Analyzed and presented relationships and trends within compiled data. Maintained and expanded IT system usage within two departments. Supervised development and roll-out of new retail software. Identified areas of additional research by anticipating and analyzing industry trends.
PC Specialist - National Automobile Dealers Association - 20 Group - McLean, Virginia
January 1994 - September 1995
Designed, developed and produced business analytics. Served as the division expert in PC use. Provided professional PC assistance to 20 Group personnel. Facilitated mainframe data transfers.
Store Manager - Babbage's Software - Springfield, Virginia
November 1992 - December 1993
High volume customer service. Payroll. Supervised and scheduled 5-10 sales associates. Daily store reconciliation and bank deposits. Shipping and receiving. Inventory control.
Operation/Systems Manager - Island Harbor Marina - Cape Haze, Florida
March 1989 - November 1991
Managed service, inventory, and dry storage departments. Accounted for profit and loss statements for each of the three stated departments.
EDUCATION
Bishop McGuiness High School - Winston-Salem, North Carolina
University of North Carolina at Charlotte - Charlotte, North Carolina
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