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Customer Service Project Manager

San Diego, California, United States
January 27, 2017

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Mobile: 619-***-****


Obtain a challenging business intelligence leadership position to apply extensive technical and management experience to make an impact to an organization’s overall success. Qualifications Summary

Over 15 years professional Business Intelligence and Information Technology experience

Proven leadership and project management capabilities

Agile and software development life cycle methodologies including Product Owner and Scrum Master roles

Expert business analyst – led multiple efforts to work with business and determine best solution with highest impact

Extensive database experience: SQL Server, Oracle, Kimball and relational modelling, architecture, SQL, and DBA activities

Expert in large scale and robust architectures including load testing and implementation plans

Active Secret Clearance

Certified Project Management Professional (PMP)

Skills Summary

Project Management (PMP)

Team Leadership and Management

Enterprise Architecture

Oracle Performance Tuning

QlikView Development and


BusinessObjects Data Services (ETL)

Kimball and Relational Modelling

Business Objects Universe

and WebI




BS, Cognitive Science University of California, San Diego Recognitions and Accomplishments

Successfully managed team to optimize data warehouse built from over 300 packages. Brought down load times by over 60% and implemented strategic changes to deliver updates 12 hours sooner.

Led Agile team to successfully complete hundreds of high-priority business critical stories in data warehousing, dashboards, and reporting.

Led analysis efforts with Business Transformation team to understand and design best analytics solution and highest ROI

Revamped project methodology to work better with dashboards and reporting.

Speaker at Qlik World Conference

Part of successful QlikView pilot and developed some of the first dashboards to the business

Awarded prestigious CTG Achievement Forum and sent to Cancun Mexico for executive training

Consistently a leader in Customer Service Awards for GERS Retail Systems

Consistent top recognition from employers and projects

BD IT Excellence Award for outstanding accomplishment(s) Employment History

CareFusion / Becton Dickinson Data Warehouse Manager / BI Lead 10/2012 to Present Manage team of BI professionals to successfully prioritize, and deliver multiple projects across several business units. Coordinate strategic BI efforts with V.P. and executive management to implement ahhoc reporting, predictive analytics, simplification efforts, and customer care. Maintain and build BusinessObjects Universes and WebI reports. Successfully developed and implemented QlikView dashboards from ground up including requirements gathering, data modeling, scripting, and data visualization. Part of pilot team for CareFusion I.T. Agile transformation; Product Owner and technical lead roles. Contractor / U.S. Navy Business Intelligence Specialist / Data Modeler 9/2009 to 10/2012 Large fleet-wide project implementing Business Objects at the United States Navy Fleet Readiness Center. Primary duties included development of Kimball dimensional models for the data warehouse, development and implementation of SAP Business Objects Universes and WebI reports. Centered on large analytical effort in understanding the business process and merging three site databases Douglas Sperber

Senior Business Intelligence Professional

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and associated processes. Coordinate efforts with project team to create workflow of analysis, development, ETL, and database optimization. Project requirements also include business analyst, life cycle documentation, and project management efforts. InSynergy Consulting Group Principal Consultant and Director 8/98 to 9/2009 Duties include providing senior consulting services for database, Vantive/PeopleSoft CRM projects, systems architecture and analysis, and project management. Experience in healthcare includes supporting Epic application and users, database, CRM and helpdesk services. Computer Task Group System Advisor 6/1996 to 2/1999

Vantive Corporation (8/96 – 2/99)

Work closely with Vantive and their clients to customize and enhance the Vantive open-architecture client-server enterprise software product. Typical projects include extensive use of SQL, PL/SQL, and Visual Basic for Applications, UNIX, and Oracle. Project Experience

Casema – System Architect, Senior PeopleSoft Consultant Worked with project team to develop functional specifications for new IT system under development to replace existing CRM software with PeopleSoft CRM. Worked extensively with Kenan-Arbor team to develop integration framework and workflow for billing system. Duties included systems architecture, analysis of current systems, writing of functional specifications, gap analysis, system development, test planning, maintenance, support, and extensive knowledge transfer. AduroNet – Team Leader, Senior CRM Consultant

Manage team for design and development of a Customer Care application. Responsibilities include managing prototyping, development, and integration with billing (Geneva) and network management systems. Also required business design and impact analysis, planning for acceptance testing, and rollout preparation.

ABN-Amro – Senior CRM Consultant, Deputy Project Manager, Systems Architect Worked with project team to test and implement new Vantive technology. Duties included implementation of Vantive on OS390 and DB2 database, load testing using noise generator, and loading of test data sets. Worked closely with Vantive / PeopleSoft Engineering to examine and solve technical problems and enhance product. Also helped multiple project streams with duties including data modeling, middleware integration, system support, and quality assurance / change management process. As Deputy Project Manager, was responsible for project planning, team administration, and working closely with customer to scope requirements and manage team. Swisscom – Senior CRM Consultant

Worked with Swisscom to define Vantive customer service application. Duties included defining project scope, system specification, Vantive support expertise and training, and development. In addition, overall technical lead of the Vantive / Genesys integration. This included specification and development of CTI component of Vantive using Genesys on a Lucent switch. Shell Services International – Senior Consultant

Worked closely with technical project manager to set-up a testing environment for Vantive 8.x, define an architectural topology, transfer Vantive knowledge, and enhance the existing Vantive installation manual. Worked closely with system architect to help create total system architecture. Analyzed Vantive for WAN requirements in the proposed architecture and usage. Also helped support any technical problems.

Shell UK – Senior Systems Analyst / Consultant

Helped project team understand Vantive and apply technology towards an end solution. Analyzed system requirements, identify project issues, set-up server hardware and client stations. Helped analyze middleware requirements and specifically identify possible SAP/R3 integration solutions. Worked with Sales business analysts to start design of Sales and Marketing application. Also helped support any technical problems.

Telenor Norway / Bull Systems – Senior CRM Consultant Implemented customer service Fault Handling System (FHS) for Telenor, Norway's telephone company. Project goals included development of data model, specifications, coding, and implementation of pilot project and full Module 1 release. Requirements included integration with 19 legacy systems using Bea Tuxedo middleware, almost completely custom application development, internationalization, extensive testing and implementation of the Vantive application. Coca-Cola Amatil – CRM Consultant

Implemented Help Desk system. Project goals included installation of server hardware and software. Worked closely with IBM consultants to integrate the Help Desk as part of their corporate wide consolidation of IT services. Requirements included Lotus Notes email integration, Research Agent on Problem Resolutions, highly customized notification procedures, pager integration, and data gathering.

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