Manager Customer Service

Gladys Joseph

**** ** ** ******, **** Lauderdale, FL 33311

954-***-**** **********@*******.***

OBJECTIVE

A reliable Analyst who approaches problems systematically; Committed to ongoing professional development, research and innovation in order to ensure that high quality business requirements in management are met while resolving problems.

TECHNICAL SKILLS /SOFTWARE

MS Visio Microsoft-Suite (Access, Excel- (Pivot Tables, V-Look-Up) Word, Power Point, Publisher) Excel - @Risk, Solver- XL-Miner Tableau Opti-spool File Maker Pro Oracle SQL TERMS AS400 SAP Pinnacle KPI- dashboards Geospatial Map IBM MAC DBMS A+ Certification Logi-Analytic Data Manager-Resource House

EDUCATION

St. Thomas University

M.S in Big Data Analytics

Nova Southeastern University 8/2015

M.B.A in Business Intelligence/Data Analytics

Barry University 6/2012

B.B.A in Business Administration

Broward College 1991-1993

Para-Legal Studies

RELEVANT COURSES

Business Modeling/Quantitative Analysis Bayesian Method Predictive Analytics Algorithm Logarithm Statistics Micro/Macro Economics Accounting Principle Managerial Accounting Business Finance Managerial Finance Service Operations and Logistics

EXPERIENCE

First Call For Help 211-Broward 2/2016 -3/2016

Manager- Data Services

Manage and oversee the technical department, the quality assurance team, and reporting team.

Administer and Assign User Security Permissions, Allocate password controls and administrative controls through windows, outlook, and Webmaster.

Collect and extract data from Access, Excel, Data Manager, and Resource House.

Create reports (statistical and ad hoc reports) for the State of Florida, county agencies, local governmental agencies, faith based agencies and nonprofit agencies.

Trouble-shoot any technical issues related to computers, network, and server,

Broward County Schools /Fort Lauderdale High 6/1994 – 1/2015 Clerk/ Registrar/Information Management Specialist / Liaison/

Utilize Microsoft Excel to analyze trends and suggested measures to improve magnet program.

Implement predictive models to forecast students who may drop-out and graduate students, using students

Demographics and excel reports.

Train guidance counselor interns, registrar and data specialist

Trouble-shoot AS400 iseries computer system errors, communicate the Data-warehouse team for resolution and feasible solution to ensure problems are resolved in a timely manner.

Execute quality assurance reports and resolves integrity issues to ensure accurate student records.

Analyze and benchmark data using excel and Microsoft CRM tools connected with the conjunction of data

Warehouse to analyze and measure graduation rates, cohorts, attendance, and withdrawals.

Nova Southeastern University – Business Modeling Project

Project Manager – Project Lead 2014

Compiled data, with Advanced Excel- (Palisade Suite) Monte Carlo simulation to analyze ratio metrics for Exponential Investment returns

Analyzed organization’s marketing strategies, competition, target demographic, personnel and equipment utilization in order to find gaps in company’s operations; identified unusual residuals

Presented a plan for development and implementation of new marketing strategies, pricing strategies, re-positioning cost cut and new strategic investments in order to have future high market share and high residuals.

Data Warehousing-Project 2015

Performed a conceptual Data Warehouse Design after identifying the company’s need.

Acquired and Extract data from legacy files.

Transformed the transactional data and load the transformed data into a dimensional database.

Developed STAR SCHEME, Flow Chart, Logical Design and a normalized entity relationship business model.

Circuit City

P/T Network Administrator/Database Administrator 2006-2007

Onsite assignments as a Network Administrator, Database Administrator and Desktop Engineer include Ross Department Stores, Sun Trust Bank, and Tyco.

Integrate, trouble-shoot, and support Microsoft Exchange Servers

Configure and install software

Diagnose end user problems in a Windows/ Mac environment

LEAN Management

Project Office / Project Management

Strategy Development

Information Technology Management

Data Integration

Relationship / partnership building

Conceptual data warehouse development

Real-Time Processing

Project Management

Team Building

Acquisition System Integration

Data Governance

Data Management

Customer Service

Creole (fluent)

French (fluent)

Spanish (limited)

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