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Customer Service Technical Support

McKinney, Texas, United States
October 12, 2016

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Dennis Knight

*** ****** ***** **** ***** *****

Cell: 972-***-****


Business Analyst with a retail background. Over 9 years of experience in report and dashboard creation and improvement. Enjoys supporting users with quality fact finding and attention to detail and provides attentive and friendly service, all while researching the best resolution for each individual report.

Highlights Skills

•Builds excellent rapport with users • Expert in Excel, Pivot Tables, Word, Outlook, PowerPoint

• Exceptional communication etiquette • Proficient in JIRA, Confluence, BO & BI Reporting

• Patient and diligent • Experience with SQL, Access, Agile, Crystal, Toad


Business Analyst (contractor)

September 2015 to Current (contract expired)

Neiman Marcus, Irving, TX

Documenting wants and needs of users on existing and new reports, working with developers to create reports, testing reports to ensure accuracy of data and desired look and feel. Creating a dashboard from 3 separate reports to increase usability and minimize upkeep. Transition to SME with completion of new dashboard, hosting and creating training while gathering production bugs and change requests.

Senior Business Analyst / Fraud Analyst

October 2007 to August 2015

Rent-A-Center, Plano, TX

Defined, tested, and analyzed results for creation of fraud detection reporting system, created and maintained an Asset Audit for use in every field location, utilized available technologies to create reporting tools (Excel, Pivot Tables, SQL, etc), drafted reference guides for end users to understand how to investigate operational issues, worked with technical support personnel to create automated reporting, served as liaison between field operators and technical support, developed, implemented, and maintained training for 450 District Managers, regular interaction with Divisional Vice Presidents about obstacles, solutions, and training opportunities, examined P&L financial data across 1,500+ locations looking for training and operational opportunities.

District Manger

September 2002 to June 2007

Rent-A-Center, Wilson, NC

Responsible for 8 - 10 stores with about 50 employees. Focused on recruiting, hiring, developing, training, growing the business, secure assets, P&L review and forecasting, provide amazing customer service, work to improve leadership skills every day.

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