Customer Service Data

Gerald Hodge

Phone: 443-***-**** Email: ************@*****.*** Hyattsville, MD 20782

Objective

Result-oriented and highly skilled professional with over 5 years of experience in Data Analysis and Reporting and with 4 years

supporting Maximo. Seeking to obtain a challenging position with an organization in which my knowledge and skills will not only add

value to a localized team but also prove beneficial to the overall success of the company. Core competencies include:

Career Summary

Demonstrated history of producing accurate, timely reporting documents which met stringent governmental

guidelines using database SQL programming languages and third-party reporting tools. Expert in the data

management process of processing, executing, manipulating and testing of data elements from development

to production. Skilled in inner workings of the Software Development Life Cycle and how each step

correlates and impacts security guidelines such as Sarbanes-Oxley (SOX). Talent for quickly mastering

technology – recently obtained government Security Clearance. Diplomatic and tactful with professionals

and non-professionals at all levels. Ability to meet deadlines and handle pressure coordinating multiple

tasks. Accustomed to handling sensitive, confidential records. Thrive in deadline-driven environments.

Excellent team-building skills. Avid but novice cyclist.

Educational Qualifications

UNIVERSITY OF MARYLAND UNIVERSITY COLLEGE Bachelors

of Science in Information Systems Management and Information Assurance

Technical Skills

Database: Oracle 9i/10g, MS SQL Server 2000, MS Access 2007

Operating Systems: UNIX (Perl), Linux, MS Windows 2000/ME/NT/XP/7, DOS,

Reporting Tools: Cognos, SQL, Maximo v6, Maximo Linear, Maximo v7.5, Informatica

Service Desk: Remedy, SharePoint, Incident Management, Help Desk Administration, Customer Service

ERP Software: IFS

Desktop Applications: MS Excel 2007, MS PowerPoint 2007, MS Word 2007

Soft Skills: User Acceptance Testing, Inventory Control, Route Monitoring, Logistics Administration

Professional Experience

• Maintaining a list of their Division-purchased software, serving as a contact for those in their division when

software is needed. Software install requests should first go to the Division IT Coordinator, who can verify that a

license has been purchased. If the license is confirmed, the Coordinator will then submit the install request to the

IT Call Center.

• Providing the CITL with a list of employees who are eligible for a PC refresh.

• Research and evaluate data for support of the OSI database reports

• Responding to Agency IT-related data calls (such as Microsoft license verification)

• Responding to CDER token refresh data calls

• Works with management and/or customers to develop and understand product specifications.

• Serving as the Dept. contact for simple IT questions

• Create excel spreadsheet to track customer requirement, service request, computer hardware and software,

Duns data

• Update Shares permission tracker

• Admin support for ECMS (SharePoint) and permission tracker

• Desktop helpdesk support for customers with mapping to network printer, Transition from Operating system

XP to Win7

• Assist in ordering department equipment, software and supplies.

• As the Information Specialist /IT Coordinator I communicated with the helpdesk with software and hardware

issues from the users and also with the users with software upgrades and update. I also was responsible for hardware

refresh and replacements.

• Place and track service requests in HP Service Manager

• Implementation team updating the OSI database (access), function test, metric testing in both production and

test environment. Customer requirements for changes and update.

• Update Manuals with new procedures

• Implement and testing (executing queries) new software programs

• Uses and supports database applications and analytical tools.

MANTECH INS. Client (INDIAN HEAD NAVAL BASE-DoD) Aug 2012-Sept 2012

Building Support Technician

Lead a Bi-Weekly meeting with the Help Desk and support representatives

• Daily liaison with Help Desk to ensure up to date on issues affecting Maximo and the user community

• Liaison with business user level support staff

• Research issues that are aging to ensure focus and effort maintained

• Attend daily System Admin meeting

• Work with Maximo Help Desk & Business User Level Support Staff to identify issues requiring field support by the

appropriate resource

• Escalate issues as needed to appropriate resource

• Ensure user follow up occurrence as issues are addressed by System Admins through the Help Desk or direct follow

up

• Update Work Logs in Amtrak’s ticket application to ensure ticket documentation is up to date

• Maintain documentation in Amtrak’s ticketing system to ensure tickets are well documented to ensure anyone

reviewing the ticket knows who owns the issue, what action has taken place and what the next step

WASHINGTON HEADQUARTERS SERVICES (DOD) Mar 2012- Jul 2012

Financial Management Directorate- Data Analyst

• Identify problematic areas and conduct research to determine the best course of action to correct

governmental data

• Evaluate and problem solve issues as they relate to the management of financial processes dealing with the

DOD

• Perform data entry, either manually or using scanning technology, when needed or required

• Monitor for the timely and accurate completion of reports essential to Financial Directorate operations (for

example, Financial Orders Report and the Revolving Fund Daily Report)

• Updated existing Excel spreadsheets providing Pivot tables that displayed financial information

• Provided weekly updates to the Budget Manual website

• Trained/assist the customer on financial power point presentations and reports.

• Created, modified and uploaded financial documents to SharePoint

• Created, modified and uploaded financial documents to DOD Financial PowerPoint slides

• Implement light SharePoint Administration duties

• Created Reports from DoD Agencies and Departments using Teradata.

IAP WORLD SERVICES (WALTER REED ARMY CENTER, WASH DC) Jan 09- Sept 11

Data Production Specialist

• Analyzed massive and highly complex data sets, performing ad-hoc analysis and data manipulation (SQL).

• Wrote reports using Maximo 6, IFS and Cognos reporting system to extract data for analysis using filters

based on the business data model

• Maximo was used to create service and work orders, create reports, ad hoc reports, preventive maintenance

schedules and inventory

• Worked on complex information model, logical relationships, and the data structures that support different

data models

• Acted as Team Lead for several projects which involved programs that interfaced with Oracle databases

• Designed system controls to ensure Sarbanes-Oxley compliance as well as responsible for regulatory

compliance audits

• Administering a quality control auditing plan for Maximo a program's information system

• Created several data reporting processes from start to finish, which included the data mining, analysis and

reporting pieces

• Order Supplies for office supplies

• Prepared and presented weekly reports for management to view the data teams weekly progress

• Implement new report processes and designs.

• Created spreadsheet reports, and graphs from statistical customer data to increase reporting speed and data

quality

• Regularly interacted as liaison between the company and governmental agencies to help develop data reports

to improve their overall business functions

• Mentor staff members and the customer on proper and effective use of Maximo and Cognos (automation)

system.

VARSITY GROUP FAIRFAX VA Mar 2008- Oct 2008

Tier Two Customer Representative

• Maintained daily logs of the status of parts, service calls, and merchandise.

• Assisted with the cancellations of merchandise per scrim reports and hot e-mail.

• Create monthly inventory and performance reports.

• Trained new representatives for call center and supervisor positions.

• Verified information, processed allowances for customer gift cards and checks.

• Researched the status of services and part orders.

• Expedited orders for delivery and handled customer service delivery questions.

• Assist/train customer via email and /or phone with website

FANNIE MAE INC. WASHINGTON D.C. SOX IT TEAM Dec 2006- Dec 2007

Central Monitor Analyst

• Responsible for receiving, analyzing, evaluate and investigating contents of logs (R/AM, NextStep, SUDO

Unix, Oracle and Sybase) and reviewing logs as evidence.

• Provided daily incident reports from raw and filtered financial report applications, database and platforms.

Monitored Privileged activity, Database Modifications and Security Events.

• Prepared Remedy tickets to be reviewed by database administrators and daily tally sheets. Updated reviewers

confirmation, scripts and filters for log reviewing

• Maintained and provided documentation for audits. Created Remedy Help Desk tickets

.

ARBITRON, INC., COLUMBIA, MD-SAMPLING DEPARTMENT June 2000- July 2006

Data Production Coordinator

• Responsible for monitoring and operating systems jobs for all Sampling Management System (SMS)

production processing and Daily Job Stream (ETL tool), for compliance with all process control standards.

• SFTP files from servers encrypt and decrypt.

• Provided IT production support to evaluate and resolve data problems within Oracle databases in a timely

manner. Investigated any client problems with transmission, load and/or execution.

• Investigated and resolved errors and/or discrepancies to ensure integrity and accuracy of data, using

Unix/Linux commands, writing SQL queries to access Oracle databases

• Assessed impact of problems, prioritized the urgency, executed short-term repairs, and coordinated long-term

resolutions cross-departmentally.

• Performed end user Acceptance testing, implementation of small and large scale changes to Arbitron’s

methodology within Production and Research test environment.

• Created production data reports for internal departments and maintained production procedure

documentation.

• Managed multiple individual tasks/projects and met strict deadlines, to perform in a fast-paced, time critical

environment, working both independently and as a part of a team.

• Lead and supervise projects with CATI Operators and Site Supervisors.

• Participated in Major Software upgrades (Project CATI-Central Server). Developed and approved

documentation of all DJS/SMS procedures.

• Manually “HERC” files from Linux over to UNIX (Perl shell script) when file changes are delayed.

• Help assist Call center operators with data loads and file creation.

• Train Cati Operator in creating, upload/download files.

• An essential part in the implementation/testing the new ETL (GUI) and the Central Server as the main user.

Employment History

SEARS LOGISTIC SERVICES, COLUMBIA, MD 1999 – 2003

Customer Service Associate / Route Monitor

S-3 LTD. Naval District Warehouse, USS Comfort Naval Hospital Ship Washington, DC

1998 –2000

Contract Inventory Specialist / Data Entry Technician

CVS Assistant Manager 10 yrs experience

References

Jonathan Helfgott –FDA/OSI 732-***-****

George Daughtry -Innovalon 443-***-****

Tina Carchedi Arbitron Inc. 410-***-**** work 410-***-**** Hm

Anthony White Deloitte Co. 240-***-****

Arnold Payne Integrated Healthcare Solution 410-***-****

Contact this candidate