Brenda DeFazio

909-***-****

ad3lpl@r.postjobfree.com

Objective

SQL Developer/Programmer/Analyst with emphasis on user support, data warehouses and analysis.

Current Applications, Platforms, and Languages

Latest Oracle Databases and SQL Queries

Microsoft SQL Server (Transact-SQL)

Microsoft 365 Applications

Genesys (GCXI) telephony metrics

Alvaria EWFM databases

MyVitals (Employee coaching and Performance Mgmt)

ServiceNow

Professional Work Experience

Kaiser Permanente IT Data and Analytics, remote IT Engineer (2016 – 2024)

Researched, analyzed and remediated data load issues resulting in fair and accurate reporting of telephony and agent performance metrics. Using SQL Developer and Microsoft SQL Server, developed numerous queries to load and validate ERDB (ETL) data to and from front-end systems in EWFM (workforce management), Genesys (telephony), KPATHS (medical outcomes data), Quality Central, and Intradiem (training) results. These systems are used in managing call center performance data for over 10,000 employees.

Using vendor management skills, troubleshoot for bottlenecks and data integrity issues which resulted in accurate reporting of employee and call center metrics. Wrote queries to measure standard deviations to alert us to possible data discrepancies. This standardized our tickets and reduced the number of days with inaccuracies from months to days.

Developed a query to re-create required employee sign-in and sign-out metrics from the telephony system. Extended the query to store the daily telephony metrics for historical analysis and legal requests. These queries restored vital raw agent data used for agent performance metrics in Schedule compliance, adherence, and various call metrics and instilled user confidence in their data.

Developed ad hoc queries in Oracle SQL for development testing validation of changes to Customer Handling Database and the Telephony Infrastructure system.

Kaiser Permanente Member Services Contact Center, Corona, Business Consult/Analyst Lead (1/2011-6/2016)

Developed ad hoc queries and maintained reports in Oracle SQL for their Customer Handling Database and the Telephony Infrastructure database which are used by management and regulatory departments.

Created Microsoft Access Database to store telephony metrics from legacy systems which resulted in accurate and consistent call center metrics for senior managers.

Automated an hourly report that alerted management of call center bottlenecks and supported better customer service metrics.

CalPortland Cement Company, Glendora, CA Programmer/Analyst.

Maintained in-house applications covering Payroll and G/L functions. Updated payroll functions for numerous tax changes implemented by the State of California.

Assisted in month-end and year-end close activities.

Calculated numerous IRS asset valuations and depreciations to minimize tax implications

Education

B.S., Computer Science, magna cum laude - National University, Los Angeles, CA

Additional Coursework

Python, C++

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