Customer Service Manager

DATA WAREHOUSE DEVELOPER with wide-ranging experience in Data Warehouse creation and support, Business Tool Creation,

Business Analyst, Business Optimization, Programming, Report Creation, Customer Service and Operations. Excellent written

and communication skills with capability to multi-task in a fast-paced environment without compromising service

quality. Experienced Professional and quick learner that works well under pressure and thrives in an atmosphere of

challenge.

Collabera, Plano, TX Feb 2014 –

Present

Report Analyst

• Contract at Pepsico’s Business Intelligence Services group using Scrum methodology to create Data Warehouse from HP

Service Manager Program.

•Creating new Universes, Webi Reports, Explorer Reports and Xcelsus Dashboards from new Data Warehouse using Business

Objects 4.0.

• Creating ad hoc reports and new universes and Webi Reports from other business tools used by Company.

•Help support Business Intelligence team with problems with previous reports that have been created using Business Objects

3.1 and converting to Business Objects 4.0 and help with old reports created with Crystal Reports.

Bell Helicopter, Amarillo, TX May 2012 -

Sep 2013

System Specialist

• Supported IT at facility that manufactured aircraft for US military also assisted a project that modified Data

Warehouse using an Oracle database, Business Objects Data Services ETL, Business Objects XII. Modified ETL, Data

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warehouse and Universes to use new data sources cutting over to SAP and Kronos from mainframe programs. Also

assisted on a project that upgraded reporting tool to Business Objects 4.0.

• Created and modified reports using Webi, Crystal Reports and Xcelsius reports. Also used Qlikview to create

dashboards.

• Used PL SQL Developer to extract data for ad hoc report requests.

• Trained site personnel on use of Business Objects 4.0 and how to create reports using the Business Objects

Webi reports and how to use different universes.

• Primary support for data warehouse, universes, ETL and reports to fix problems and make modifications.

Astor & Sanders, Dept of Labor, Washington, DC Aug 2010- May

2012

Data Warehouse and ETL Developer

• Supported project for Dept of Labor changed the front end tool from Oracle Discoverer to SAP Business

Objects XII, created the Universes, Webi reports to replace 5 of Data marts also created all 15 Xcelsius dashboards

and 2 Crystal Reports that was not available in the Discoverer tool. Also created one new Data mart using Oracle10g

database, Oracle Warehouse Builder10gR2, SAP Business Objects.

• Directed activities that include; designing Performing Extraction Transform Load (ETL) process, data mapping and

work flow and report dissemination using Oracle Warehouse Builder10gR2.

• Supported development activities that include: staging tables, Dimensions, fact tables, target tables, indexes,

procedures, triggers and packages in Oracle10g database using Toad.

• Managed data warehouse sub-systems that collect data from various agency programs and initiatives.

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Nortel Networks, Richardson, TX Jan 1985- Mar 2009

SENIOR ANALYST, 2002-2009

• Forecasted 12-month resource requirements with 95% accuracy each month for installation, integration, field

engineering, and engineering resources by state for cellular switching, data and cell site products for the United States area by

getting data from multiple sources using SQL queries, Transact SQL and Visual Basic macros in a Access database, created

standards to calculate hours needed to do work. Ensured availability of appropriate number of resources for future projects by

having monthly meetings with resource managers with charts and data displayed in Excel and PowerPoint slides.

• Reorganized MS SQL database for job assignments and milestone dates through implementing the enterprise manager;

authored special reports writing SQL queries intended to decrease resources required to do this work using web interface.

Created and maintained data warehouse for Plexus tool that scheduled and tracked work on all US projects.

• Created and maintained a Excel 90-day schedule Report Tool pulling data from multiple databases using Transact

SQL, SQL queries and macros in Access and Excel, demonstrating all projects for every product line in US; the tool helped the

allocation of resources to projects to ensure on time completion and reduce travel costs by showing key milestones, budget,

manpower requirements also showed on map of US where project located and home base of field personnel.

GLOBAL OPERATIONS RESOURCE FORECASTING, 2001 – 2002

• Initiated various processes and tools to forecast resources for U.S. Wireless cellular switching product line workload

for installation and field engineering.

• Continued the development of Costing over Web tool using SQL Server database and ASP web pages to calculate

installation and engineering budgets, along with order documentation for DMS250, DMS300, DMS500, and SL100 jobs.

• Reorganized MS SQL database for job assignments and milestone dates through enterprise manager; authored special

reports writing SQL queries intended to decrease resources required to do this work using web interface.

INSTALLATION BUSINESS CENTER COSTING MANAGER, 1998 – 2000

• Spearheaded the Costing over Web tool, which was used to calculate budgets and order documentation on projects as

well as to help minimize installation costs and estimate accurate charges for labor on installation projects in collaboration with

proposal group automate ordering of installation manuals and MOP for projects.

• Initiated various processes and tools to forecast resources for Broadband switching product line workload for

installation and field engineering.

• Played a vital role as the main contact for issues pertaining to PLEXUS tool used for tracking metrics of projects and

as project management tool. Providing rapid conflict resolution and consulting to the support team necessarily.

• Was integral member of installation process team in benchmarking new installation process utilizing new Plexus tool

and Costing over Web tool.

Other Positions at Nortel Networks (Northern Telecom)

SERVICE OPERATIONS TECHNOLOGY SPECIALIST

OPERATIONS SUPPORT SPECIALIST

SERVICE SPECIALIST

FIELD SYSTEM SPECIALIST

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EMERGENCY SERVICE TECHNICIAN

• Southeastern Oklahoma State University, B.S., Electronics Technology, Minor: Computer Programming

• Murray State College, Associate’s Electronic Technology

• Recognized as one of the top talents by CEO Nortel Networks

• Received Nortel Networks Top Gun Award for creating Web Costing Tool and work on Plexus management tool

• Awarded by Nortel Networks for major effort on Southwestern Bell STP installation team

• Awarded by Nortel Networks installation and testing of first Nortel Networks STP in the IXC market

• Awarded by Nortel Networks installation and testing of first in-service ISDN switch in world

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