CHARISSE KELLY

*** *. ********** **., *******, VA 23434 757-***-**** ad0219@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

Information Technology Professional with experience as a Business Systems Analyst - Manager, ITS Technical & Programmer Analyst, Business Analyst & Project Manager. Strong organizational, communication, supervisory and team skills. Broad knowledge and experience in information systems, business, retail/consumer sales, call center and customer service. Expert in the implementation of software and hardware solutions. Proactive approach to technical, customer and business issues, analyzes and identifies problems and delivers effective solutions. Expertise in the research, development, implementation, developing testing scenarios, test execution defect tracking, and backup/recovery processes of software and hardware solutions. Thrives best in fast paced changing technical and business environments. Highly respected by peers, clients, and managers for technical knowledge and skills as well as professionalism. Thoroughly experienced in logistics, shipping, receiving and internal and vendor planning as it pertains as well.

PROFESSIONAL SKILLS and ACHIEVEMENTS

Business Analysis/Customer Service/Management

Managed Customer Databases and provided all data reporting requirements & requests

Analyzed and designed current reporting, databases, and daily business processes to improve functionality, provide history and trending capabilities, as well as reduce manual data manipulation by end users

Worked with internal/external programmers as required to produce reporting tools and/or reports

Developed and enhanced programs, which create data extracts/reports for Marketing, Real Estate, Circulation, Media communications, internal and external

Developed moderately complex web applications utilizing SQL data sources

Developed multiple modular objects and messaging interface between objects to create software packages

Interpreted and maintained simple conceptual logical and physical models

Demonstrated understanding of software development lifecycle and development methods to resolve complex design issues

Worked with internal/external programmers as required to produce reporting tools and/or reports.

Developed and enhanced programs, which create data extracts for provider directories used for Marketing, Medical Department and Member Provider Services and posted to company web site

Performed data analysis and reporting in support of acquisitions, market expansions and other corporate strategic initiatives

Developed complete data extracts for approved communications to providers

Enhanced management reporting by development and maintenance of database tools designed to track workflow and streamline processes; oversight of internal department Intranet site content

Provided advanced assistance to internal and external customers of provider data

Identified and implemented operational improvements to include automation where possible

Assisted in the design, development, testing, and implementation of HHC (handheld computer) hardware and software enhancement projects

Supported, managed, and trained all field support staff and users of Norand/Intermec hand held computers and printers.

Managed Call Center, which provided level 1 and 2 technical support for handheld computers and MMA (CRM) software/hardware, telecommunications issues

Managed all users and staff using Cognos BI products and served as the Cognos Administrator/Project Manager/Developer - installed, structured, trained and developed analysis/ad hoc reports using Cognos BI reporting solutions

Supervised QA (quality assurance) and user acceptance testing/training for all locations. (All HHC related products - CRM package, telecommunications, Cognos reports/software, training documentation, etc.)

Provided level 1 and 2 technical customer support via the call center for 5,400 DSD routes

Company representative with vendors, DSD routes, and other internal departments located throughout the country

Served as Project Coordinator; implemented rollouts, testing, and troubleshooting for HHC software and hardware enhancements and updates

Coordinated communication efforts between consultants, outside vendors, and our internal groups, which reduced project hours and costs associated

Designated Microsoft Office expert for all locations, local and remote, providing support to both technical and non-technical executives, sales and marketing

Developed and utilized Access databases and Excel data for reporting

Experienced with very detailed and comprehensive Project Methodology tools used by SLBG

Reviewed presentations by outside vendors; presented projects and data to executive management and other team members

Resolved systems issues, requiring working closely with programmers, vendors, users, etc.

Heavy data research and review, manipulation of data in test and live environments to provide solutions

Assembled desktop computers and supported desktop users (HELP Desk function)

Retail Analysis, Supervision and Support

Produced and reviewed store reports to evaluate and analyze performance regarding personnel, revenue, consumer goods, and procedural practices

Identified procedures and/or issues, gather data and user input, determine course of action, and present to management for review and approval

Supervised team members and coordinated with other supervisors and executives to ensure smooth day-to-day functions

Delegated responsibilities and covered store needs as required

Strong customer service and interpersonal skills required daily

WORK HISTORY

Office Administrator/Payroll Manager

Better Care Family Homes, Suffolk, Virginia 2021 to 2023

Front Desk Agent/Night Auditor

Motel 6, Pensacola, Florida 2016 to 2021

Customer Service/Cashier/Returns

Home Depot, Williamsburg, Virginia 2014 to 2015

Data Programmer Analyst – Pilot Direct & Circulation Departments

Virginia Pilot, Norfolk, Virginia 2011 (Department Layoff)

Business Analyst/Technical Reporting Analyst/IT Programmer Analyst

Amerigroup Corporation, Virginia Beach, Virginia 2005 to 2009

Homemaker 2003 to 2005

Analyst/Team Lead

Target, O'Fallon, Missouri 2003

Business Systems Analyst

Sara Lee Bakery Group, St. Louis, Missouri 2002 to 2003

Systems Business Analyst/Project Manager (Mgmt Position)

Sara Lee Fresh, Vernon, California 1998 to 2002

PROFESSIONAL TECHNOLOGY CERTIFICATIONS and TECHNICAL EXPERTISE

MSRS - Microsoft Reporting Services

COGNOS Administration, Impromptu Advanced Reporting, Powerplay, Transformer 2002

Microsoft Office Suite

FACETS

CRM Packages

SDLC (Full Development)

ADP

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