Customer Service R D

Michael Doukas

Attleboro, MA, United States

508-***-**** • ********@*****.***

Professional Profile

Multifaceted technical career with 20-year track record of innovation and success

Technically sophisticated creative architect and senior application developer with solid history of designing automated business process solutions for data management, analysis, and reporting across multiple business sectors: Ecommerce, web portals, finance, legal, government, marketing, product development, sales, health, retail, manufacturing, customer service and call centers.

Ardent implementer of streamlining complex processes, automating data workflows and reporting, technical documentation and communications, and developing applications.

Skillful and professional communicator, educator and lead engineer. Adaptable self-starter and conscientious team member able to execute multiple tasks effectively and readily master innovative proprietary software and tools.

TECHNICAL PROFICIENCIES

Excel, Access, Word, Outlook, PowerPoint, SharePoint, Project, SSIS, SSMS, Visio, Visual Studio, ODBC MS T-SQL, advanced VBS/VBA, PowerShell, Scheduled Tasks, AS/400, Avaya Telephony Analytics, Google Analytics and Mapping, AppleScript, JavaScript, Oracle PL/SQL, HTML, PHP, Python, Jira, QlikView, Qlik Sense, Qlik nPrinting, Health Catalyst

Application Support, Acrobat PDF Automation, Audit Processes, Application Security, Agile Project Management, BI Reporting, CRM systems, Data Analysis, Data Engineering, Data QC, ETL, Network and Connection Protocols, Regression Testing, RDBMS design, Robotics Process Automation, Server Management

PROFESSIONAL EXPERIENCE

Senior BI Developer, IS Integration (9/2020–6/2024) Steward Health Care, Dedham, MA

Technical Scope: Acrobat, Microsoft Excel, Word, Outlook, PowerPoint, SharePoint, OTS BI Data Warehouses, Health Catalyst, QlikView, Qlik Sense, Qlik nPrinting, Tableau, VBA, VBS, ODBC/ADO/OLE/Rest, T-SQL, SSIS, SSMS, SSRS, Windows Shell Scripting, ETL, JavaScript, MSForms, Active Directory, Windows 10 support, Microsoft Server Management, Data migration, Agile Jira Ticketing, Confluence Knowledge Documents, and Level 3 Help Desk Support.

Engineered hospital data sources, managed and automated BI solutions for Federal and State Hospital Covid daily reporting, Quality, EMS, Finance, Physician, Payor and Clinical areas. Designed logic engines and schema for adaptive user interfaces using Qlik, VBA, VBS, Python, ODBC/ADO, and T-SQL functions for data loading, and reporting. Improved ETL processes with stored procedure optimizations and schema design, adding QC and audit reporting. Managed and created Agile project plans, workflow documents, process documents, user guides, and administration guides for team members and users. 24/7 support of all department offerings.

Key Achievements:

Rapidly designed and supported a suite of Covid reporting and analytics applications for changing state and federal daily reporting requirements. Monitored daily for support and delivery, rapid solutions were instituted due to changing data sources and specifications. As a result, Steward was awarded millions in federal Covid funding

Reengineered the IS department Help Desk Ticketing system to improve response times from 30 days to 30 minutes with documented workflows and knowledge reference dictionaries

Migrated Meditech, Azure, and associated SQL data to Health Catalyst Subject Area Marts incorporating reversed engineered Qlik charting engine and Microsoft logic while making improvements to data schema, load times and QA accuracy.

Rapidly developed automation aids for Corporate Daily KPI reporting in an interdepartmental project, including scripted load systems with built-in QC, as well as a standalone user-based Email automation tool programmed with expert knowledge that was called “the best application I’ve used in Steward”.

Recruited to support Corporate Headquarters hospital KPI reporting during a staffing downsize, offering operational duties in addition to current role. Authored a User and Training Guide for the complex processes, allowing a rapid entry and success for the new employee.

Senior Programmer (6/2016 – 6/2020) Steward Health Care Network, Needham, MA

Technical Scope: Acrobat, Microsoft Access, Excel, Word, Outlook, PowerPoint, SharePoint, OTS BI Data Warehouses, QlikView, Qlik Sense, Qlik nPrinting, SalesForce, VBA, VBS, ODBC/ADO, T-SQL, Windows Shell Scripting, ETL, JavaScript, MSForms, and Active Directory.

Engineered automated business process solutions for data management and reporting applications; designed logic engines and adaptive user interfaces using VBA, VBS, ODBC/ADO, and T-SQL functions for data loading, transfer, and reporting. Improved ETL processes with automation, QC and audit reporting. Created project plans, workflow documents, process documents, user guides, and administration guides for team members.

Key Achievements:

Created automated VBA user maintenance and audit program for 10 data analytic QlikView applications using Microsoft Active Directory security groups, automating change history logging, user activity reporting, security access table updates, Outlook Email Distribution List updates, and designed interactive PDF access request forms for improved PHI protocol and compliance.

Authored QlikView/Qlik Sense Analytics BI Dashboards for senior executive analytics and reporting.

Developed automated VBA data extract delivery systems for external and internal customers from data sources embedded in Outlook emails by automatically scanning inboxes, drawing suitable data reports, and converting through ETL process.

Introduced Excel 2016 and ODBC solutions, automating SalesForce data loads for extracts and adaptive SQL loading of warehousing systems while logging and reporting table field changes.

Automated numerous business processes, such as monthly vendor encrypted file transfer, saving hundreds of FTE hours, while increasing accuracy and adding audit/email reporting capabilities.

Designed and authored RPA Web Scraping Reporting tool for auditing and reporting online Provider profiles, saving 160 FTE hours resulting in 100% accuracy over manual process.

Senior Application Developer (2/2015– 6/2016) CVS Health, Cumberland, RI

Technical Scope: Microsoft Access, Excel, Word, Outlook, SharePoint, Oracle, VBA, VB6, ODBC, and ADAP

Created expert systems using automated business processes and reporting for financial applications and databases. Managed adaptive error handling, application performance auditing, logging, and ETL optimization to streamline business processes and increase network efficiency.

Key Achievements:

Rapidly developed financial reporting and database tool for multi-million-dollar acquisition using integrated auditing; created Access financial accounting application that queried more than 50M records for General Ledger Accounting and Program Audit.

Optimized the performance of SQL queries with 50% - 400% process time improvement.

Authored VBA reporting application providing automated dashboard reporting of OTS financial application; automated desktop applications and upgraded the database tables for manual processes while planning Access version change

Application Developer (11/2014 – 3/2015) NTT Data for Optum/United Health Group, Boston, MA

Technical Scope: VBA/Excel/Word/Outlook

Developed automated VBA solutions for state product filings and annual process by United Healthgroup. Designed applications allowing customization for changing legal adherence on a state level.

Key Achievements:

Saved 340 FTE hours across seven regions by saving hundreds of thousands of dollars on an annual basis with improved accuracy over manual methods.

Created a flexible updatable logic engine that served seven unique state needs and produced thousands of differentiated User Health Plan filings.

Devised an agile approach with continuous improvements and annual flexibility; documented VBA programming, User and Administration guides.

Commended by the CEO of UHG for leading and implementing the state product launch process; improved productivity by reducing 50 hours of manual production building 112 schedules into a 27 minute process.

VP Operations, MS Office Application Developer (12/2013 – 6/2014) OneCab, Boston, MA

Technical Scope: MS Office and VBA

Created business systems streamlining processes, operations, and customer service. Developed strategic plans and liaised with offshore application developers for mobile app UI design, features, and usability.

Key Achievements:

Conducted competitive BI research analyzing the success factors and weaknesses related to OneCab national and local rollout: Uber, Lyft, Hailo, Yellowcab, and TaxiMagic.

Data Manager, VBA Developer (10/2011 – 10/2013) Kelly Services for Boston Financial, Quincy, MA

Technical Scope: VBA and MS Office

Revamped the reporting systems in financial services group and call center. Designed automation applications using VBA and MS Office and managed all daily reporting activities.

Key Achievements:

Developed multi-layered dashboard design for information and statistical analysis; managed statistical reporting for all client websites using Google Analytics.

Created VBA programs for Call Center CSRs meeting client requirements; built creative design work-flow process with a simple UI, help, and user error control for technology impaired.

Automated the reporting process conducted on a daily, weekly, and monthly basis. Reduced staffing needs by one-third; introduced new automated programs and expert systems improving work flow process.

Group Sales Manager, Systems Automation (2/2011 – 4/2011) Vantage Deluxe, Boston, MA

Technical Scope: Excel VBA, AS/400, Access RDBMS

Designed CSR/Sales help applications for automation of product information supporting CSRs.

Key Achievements:

Automated sales support tools via excel application dashboard using advanced VBA code; increased incoming CSR knowledge and reduced training needs, call times, and increased customer satisfaction.

President, Lead Programmer (6/1999 – 2/2011) TownCommon Forums, Inc. Photoforge, Franklin, MA

Technical Scope: MySql, PHP, HTML, AppleScript, Excel VBA, MacOS, Windows OS, and Photoshop

Implemented non-profit website startup for 351 Massachusetts cities and managed activities, such as vendor selection, advertising, fundraising, finance, business operations, and technology. Executed startup of B2B supplier for digital imaging and graphics consumed by e-commerce sites, automating manual workflows and processes; managing operations, production, and technology implementation.

Key Achievements:

Created web portal with adaptive UI customized to individual users resulted in 10% increase in annual readership; set election forums allowing candidates to communicate with voters 24/7.

Automated the entire process of imaging and graphics production by creating proprietary routines integrating MacOS and Windows using AppleScript, Excel VBA, and Photoshop; increased quality, decreased turn-around, reduced personnel needs, integrated file audit management, and secured FTP upload.

World-Wide Marketing Program Manager (1992 to 1998) Polaroid, Cambridge, MA

Product marketing for multiple professional products: conventional, digital and hybrid categories

Key Achievements:

Presidents Award for developing ancillary product line resulting in 10% sales increase

EDUCATION AND TRAINING

Advanced Photography Program: Rhode Island School of Photography, Providence, RI

Bachelor of Fine Arts Program Candidate: Massachusetts College of Art, Boston, MA

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