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Data Analyst Customer Service

San Leandro, California, United States
March 25, 2019

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Ray Wesson


Ph.: 415-***-****


Over 19 years of Experience as a Data analyst with expertise in Data Analysis, Data Architecture, and Data Reporting.

In-depth and hands on understanding of report development and design using, MS Excel, and MS Access.

Excellent skills working independently and as a team member in Data Analysis including Data Migration, Data Maintenance and ensuring Data Integrity.

Hands on experience on database design, data analysis, modeling and (BI) Business Intelligence.

Strong hands on experience with data analysis, interpretation and predicting the trend analysis skills with an emphasis on utilizing trend data to effectively produce recovery analysis.

Technical Skills:

Applications: Oracle, Vantive, Clarify, OMAR, JDEDWARDS, REMEDY, CACTUS

Languages: SQL, MySQL, VBA

Web Base Languages: HTML5, JavaScript

Microsoft Suites: Microsoft WORD, Microsoft EXCEL, Microsoft POWERPOINT, Microsoft ACCESS, Microsoft VISIO, Microsoft SHAREPOINT, Microsoft PROJECTS

Editors: Microsoft SQL Server Management Studio, DM Manager, Oracle Discover. MS ACCESS

Visualization Tools: Tableau, Quest Analytics

Statistical Software: PROC SQL

Report Generator: COGNOS

Maps: Mapbox

Work Experience:

Brown & Toland Physicians, San Francisco, CA (Credentialing Dept.) 08/03/2015 - Present

Data Analyst


Generate queries daily based on request from Brown & Toland Business Units and Health Plans. Queries vary based on the business requirements.

Tableau is a Business Intelligence Source of Truth tool that is used to provide monthly data reporting to upper management that shows trends associated to healthcare provider’s data sets, and data elements from our CACTUS Database. The Tableau Application is linked to tables in the database and data is populated into Tableau. Filters and formulas are setup to capture specific information, and then extrapolated to generate Data Visualization that tells a story about the data.

Development of a front-end ACCESS Database used to capture Ancillary Provider Data that is entered by users and stored on the Sequel Server in the backend. Data is used to generate queries, populate Forms, and generate reports.

Conduct meetings with IT and Brown & Toland’s CACTUS and Quest’s vendors in order to make modifications and upgrades to the CACTUS and Quest Application.

Quest Analytics is a Reporting tool that measures the number of Primary Care Providers and Health Care Specialists that should be located in various cities, or counties in order to provide health care to members in a Health Plan, based on Geocoding. CMS (Center for Medicare & Medicaid Services) codes are used to determine where PCP’s and Specialists should be located by counting the zip codes in the area based on the data that is entered in the application. This report generates maps and analyzes where Primary Care Providers and Specialist should be located based on the gaps in the data.

Interface with other Business Units that are implementing new tools,or upgrading the current tools that they currently have and provide feedback and support for the Business Units.

Administrator for the CACTUS Software Application.

Kaiser Permanete, Oakland, CA (Medicare Dept.) 12/27/2011 – 7/31/2015

Data Analyst


Build Microsoft Access Databases focusing on the development of Forms, Tables, and SQL Queries. Also, create links that are used to dump raw data from MS Excel into Microsoft Access for data manipulation.

Linking data in Microsoft Excel tabs to produce dashboards, which are used to study monthly, quarterly, and yearly trends.

Troubleshoot operational data issues and conduct Root Cause Analysis to resolve bugs.

Extract and analyze data from several databases in order to conduct statistical analysis.

Upload Medicare Marketing Materials using the frontend CMS (Center of Medicare & Medicaid Services) Web Portal.

Create and maintain documentation of processes & procedures, which are used to train other staff members.

Responsible for scrubbing and mining the database, in order to ensure that data integrity datasets are accurate.

Develop flowchart diagrams that describe data flows from start to finish.


Mastech, Oakland, CA (Contract) 11/22/2010 - 12/27/2011

Data Analyst


Developed a reporting tool that entailed linking specific fields from two databases, that produced data output used by management and staff members for reviewing client records in real time.

Create databases as needed, and maintain database information.

Extract Marketing data from Lotus Notes Database and import data into MS Access where SQL Queries are setup to filter certain fields, which will be used for data analysis.

Work with users to define data requirements.

Parsing data for report generation.

Fujitsu Computer Systems Corporation, Sunnyvale, CA 08/14/ 2006 – 07/16/2010

Senior Data Analyst


Develop monthly Cost Accounting and Customer Service Reports that were used to determine monthly reserves for the Customer Service Department.

Create user spec’s based on specific drilldowns needed for data output, and SQL queries were written and extracted from Oracle Discover.

Ad Hoc reports were created and used by in house Fujitsu clients.

Responsible for setting spares pricing used to charge customer’s for accessories and spare parts.

Utilize Pivot tables for data analysis.

Atrica Inc., Santa Clara, CA 01/13/2005 – 08/12/2006

Customer RMA Repairs Supervisor


Forecast Spares Inventory worldwide for rma spares replacement to customers.

Development of database modules in Microsoft ACCESS, used for tracking rma’s and the development of ad hoc reports.

Extraction of data on a weekly basis was used to generate graphs to show trends and quality issues associated to components and Atrica’s products. Graphs were submitted to management for review.

Terayon Inc., Santa Clara, CA 03/14/2002 - 01/03/2005

Customer Repair Planning Supervisor


Responsible for setting up a forecast for components used in the repair process. Components were forecasted based on the usage rates.

Developed and implemented a Repair Schedule, which was used by the Repair Technicians to complete repairs on customer’s units, based on the First-In First-Out method.

Preparation of monthly Matrix which displayed trends regarding cost and usage rates.

Connex Inc., San Jose, CA 01/05/ 2000 – 12/30/2000

Customer Support Data Analyst


Created and posted weekly statistical analysis reports pertaining to new and ongoing customer hardware and software issues on the Customer Service Web page.

Responsible for writing the processes and procedures for the Customer Support Department.

Extracted data from Microsoft ACCESS and generated web based reports for second level customer support, which identified customer install base key information.

Network Appliance, Santa Clara, CA 04/03/ 1997 – 01/02/2000

Customer Service Materials Analyst


Development and programming of database modules for the Logistics Department.

Generate Reports for management.

Calculation of min/max levels for stocking locations.

Planning and Scheduling of various components.

U.S. Army, Ft. Devens, Mass 1997 - 1981

Medical Records Technician


Business Management B.S. Degree - 1991 – 1995 - S.F. State University, San Francisco, CA.

Business Administration A.A. Degree 1982 - 1984 - College of San Mateo, San Mateo, CA.

Computer Network Management Certificate 1996 - 1996 -Foothill College, Los Altos, CA.

Computer Operations Certificate 1982 – 1982-College of San Mateo, San Mateo, CA.

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