Customer Service Insurance

DAVID WICKHAM

Westerville, OH 740-***-**** email : **************@*****.***

PROFESSIONAL SUMMARY

Dependable and bright IT professional with 20 years of experience in customer service, problem resolution, business analytics, report creation, designing, programming and web development in a wide range of IT environments. Driven to structure software that is operationally efficient and easy for the end user. Versatile and motivated to work independently and in team situations. Skilled in business analytics and trend projections. Passion for troubleshooting, improving processes and simplifying operations. Natural high quality customer relation skills.

Quick learner who is able to adapt on the fly and explore different solutions to common challenges and follow through to desired resolution.

SKILLS

ITIL best practices - ITSM

Web application development

Disaster Recovery Documentation

HTML 5 - XML – DHTML - Javascript

HP Service Center

Crystal Reports – Business Intelligence

Lotus Notes

RCA Interface

PMP Process

Problem and Change Management

Microsoft Excel, PowerPoint, Project

WORK HISTORY

Lead Designer Business Analyst and Project Lead Installer, 2013 to 2016

Oakland Nursery – Columbus, OH

oAnalyzed data from customer routes and employee input for various projects to stay within budget and scope

oDefined business strategies to run multiple work crews to complete large projects quickly and efficiently

oDeveloped personal customer relations and provided high level quality support for multiple corporate accounts

oFormulated business specific analytics to manage, coordinate and overcome increased seasonal workloads

oClarified and transformed worker training procedures and development of new and seasonal personnel

Project Installer and Maintenance, 2010 to 2013

Oakland Nursery – Columbus, OH

oComposed data reports using business analysis to keep inventory of materials and request stock updates

oImplemented various citywide projects and enhanced the design requirements to a better outcome

oMaintained all supplies, tools and equipment for availability and proper usable condition

oOversee clean up, disposal and proper recycling of all jobsite material used

Sr. Analyst, Business Consultant/Analyst, 2007 to 2009

Nationwide Insurance – Columbus, OH

oProduced high level CEO monthly report tracking metrics of business applications including extensive in depth analysis of data from multiple formats thus driving specific monetary business decisions

oDaily Service Level Agreement tracking, trending and projections for future analytics and follow up

oRoot Cause Analysis of missed objectives and collaborating departments to provide suggested business solutions while preventing further future downtime

oInitiated data gathering and requirements for Business Intelligence model for end user reporting

David Wickham Work History Continued

Contact : **************@*****.***

Sr. Developer, IT Applications, 2004 to 2007

Nationwide Insurance – Columbus, OH

oElevated to become Webmaster for Data Center website. Developed, tested and implemented initial 1.0 version.

oFirst in company to develop and implement web based online IT request forms for Data Center thus reducing paperwork and pioneering companywide online form submissions

oEstablished server capacity and resource requirements for optimum environmental performance

oPerformed development and beta testing for new applications and designs

oDefined backup procedures and extensive disaster recovery plans vital to keeping systems available during emergencies.

Software Technician II, 2002 to 2004

Nationwide Insurance – Columbus, OH

oRan daily morning teleconference involving various departments to discuss previous days performance and address any upcoming or outstanding issues and coordinate follow up meetings if necessary

oPersonally implemented remote tracking software for teleconferences thus allowing offsite monitoring via laptop which assisted in increased user participation

oAgent Tandem system monitoring, operations and backups for over 600 Agent offices in the U.S.

Software Technician, 1999 to 2002

Nationwide Insurance – Columbus, OH

oMonitor multiple subsystems in a data center environment

oProvide Help Desk support for entire company from agents and end users including PC, Laptop, printer,

connectivity and availability.

Sr. Computer Console Operator, 1993 to 1999

Nationwide Insurance – Columbus, OH

oMonitor nighty batch job flow on multiple screens and multiple operating systems

oNotify programmers when jobs abort, resubmit corrections and document all events for review

oInitiate daily online database availability for agents and closely monitor performance response

oProvided first line help desk support for nationwide customers, agents and associates

Tape Operator / Tape Library Technician, 1989 to 1993

Nationwide Insurance – Columbus, OH

oCatalog, maintain, distribute, and recover over 200,000 magnetic storage tapes

oRun magnetic tape backups and updates for programmers

oPull daily and weekly data for offsite disaster recovery

Honors and Accomplishments

oNationwide Insurance 5 year perfect attendance award

o7 time Service Over and Above Requirements award winner

oContinually active in the community including Jaycees, Mid-Ohio Foodbank and Life Care Alliance

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