Information Technology Customer Service

Location:

Posted:

November 03, 2024

Resume:

Gregory Lee Battle

https://www.linkedin.com/in/gregory-lee-battle-2917036/ 919-***-**** **********@*****.*** 1400 Exchange Place, Apt#. 1432, Durham, NC 27713 P g . 1 OBJECTIVE:

Seeking to obtain a career/educational opportunity that will enable me to further enhance and use my work experiences, educational background, interpersonal skills, and information technology industry whereby to also enable the organization to further fulfil its goals and objectives.

PROFESSIONAL SUMMARY:

I am a dedicated professional with more than twenty-five years of professional information technology (IT) and customer service experience. These years of experience also include completing a bachelor's degree in system programming, a master's in information science along with health informatics certification; all from North Carolina Central University (NCCU) located in Durham, NC. I am currently working on my PhD in Business Analytics and Data Science from Capitol Technology University located in Laurel, MD. This a hybrid program. My IT experience also includes working with computer hardware and software support that ranges from network and stand-alone computer environments along with attached peripherals. Additionally, worked with mainframe operations, computer project management, systems programming, multiple systems data migration tasks/projects. These various data migration initiatives involved data science / data analyst. Furthermore, provided client support services, and technical support. Also have the appropriate skills and abilities to relate with individuals on all levels in an organization including collaborative problem solving and effective use of resources to manage project completion within determined timelines. Additionally, my IT experience includes about 19 years of SQL scripting and data analytic in an Oracle database primarily while working at NCCU-ITS. Additionally, my IT experience was enhanced with Ellucian CRM Recruit during my recent employment at Baltimore City Community College. Also, I understand the functionality of health information management and electronic medical record systems such as EPIC and associated ICD-10 coding.

EDUCATION:

Capitol Technology University Laurel, MD

● Doctor of Philosophy (PhD) in Business Analytics and Data Science (Expected Graduation Date) 05/2025 North Carolina Central University Durham, NC

● Master of Information Sciences / Health Informatics Certification (Postgraduate) 12/2015

Master of Information Sciences / Strategic Information Management** (The National Dean’s List ’06) 05/2006 Bachelor of Business Administration / Computers and Information Systems 05/1989 Wheeling Jesuit University-Robert C. Byrd Nat’l. Technology Transfer Center Wheeling, WV

Emerging Minority Business Leaders 2004 Summer Institute** (Three Graduate School Credits) 06/2004 EXPERIENCES:

Adtalem Global Education Ellicott City, MD

Elluican Banner Developer (Remote contract via Oxford Global Resources) 04/2024 – 08/2024

Provided SQL programming skill to manage various business analysis to support related Ellucian Banner 8 and 9 modules.

Participated with the agile management format to rollout of various assignments.

Provided the continued development for PL/SQL objects with robust error handling.

Assisted management with the continued development along with supporting various system data feeds, the integration requirements between Ellucian Banner and other related systems; ie: Automic and GitHub

Provided technical support for the development and technical functionality of business applications that includes Student, Finance, Financial Aid, and Admissions Ellucian Banner modules.

Assisted with the integration process of enterprise applications that included complex third-party applications.

Worked on the development of analytical reports, the development to support robust secure reporting, and transactional web applications using Oracle and other development tools.

Provide code solutions to problems using a structured approach keeping in mind long term maintainability and quick accessibility.

Assisted with the testing of code solutions according to customers’ acceptance criteria to ensure the delivery of quality application solutions.

Ensured to maintain communication and maintain a productive working relationship with user base product/service line as well as all appropriate parties to an assignment, both internal and external to IT department.

Provided documentation too consistently and accurately support of related application proj1ects.

Created new document that delated the Script Branching procedure.

Provided appropriate project status to leadership, manager and director.

Provided improvement on the knowledge in new technologies in order to use them in approved projects; participate on special projects as assigned.

Collaborated with follow co-workers to ensure the completion of assigned tasks working in CST/EST time zones. Central Church of Christ Baltimore, MD

Data Technical Assistant (Volunteer) 08/2020 – Present

Assist with collecting of data for the church various food distribution events.

Create an on-line google form to collect food distribution participants information

Develop and implement data management strategy for collected information

Work with others to create reporting distribution cycle for various reports. Baltimore City Community College Baltimore, MD

Business Systems Analyst - Student Enrollment 04/2022 – 08/2023

Analyzed current business processes and make recommendations for improvement based on industry trends and professional business knowledge.

Improved upon the training and operational procedures within a business to increase efficiency and productivity.

Worked directly with clients to understand the individual needs of the business.

Created and present reports to executive team members and shareholders to support recommendations.

Oversaw implementation projects from beginning to completion.

Used a variety of data analysis and organization tools to discover the most impactful insights

Provided business analysts on various tasks with identifying challenges within the organization and then implementing certain procedures and processes to overcome them.

Developed and provide problem-solving techniques that are crucial for various tasks.

Used various forms of written and verbal communication to gather information about a business and create reports.

Analyzed are required to communicate with team members of all levels.

Provided support of when upgrading, troubleshooting and implementing new hardware programs is one of the requirements of a systems analyst.

Serviced as project team environment to strongly developed organizational and time management skills are important to move a project from beginning to completion.

Managed user account setup for the Ellucian CRM system. Gregory Lee Battle

https://www.linkedin.com/in/gregory-lee-battle-2917036/ 919-***-**** **********@*****.*** 1400 Exchange Place, Apt#. 1432, Durham, NC 27713 P g . 2 North Carolina Central Univ. (NCCU) - Dept. of Information Technology Services / Enterprise Information Systems Durham, NC Business and Technology Applications Analyst 08/2002 - 08/2020

• Successfully completed 17 projects and tasks that involved data migration, data management, data reporting along with associated 3rd party computing systems to align them with Ellucian Banner and various modules. These 3rd party computing systems included Argos Report, SAS, Blackboard Analytics, Blackboard Connect, APPWORX, College Net-R25, and Spreadsheet Budgeting. These modules include Human Resources, Payroll, Occupational Safety and Health Administration, Student, Finance, and Alumni/Development.

Provided system testing of the Argos reporting system.

Developed and implement automated SQL script procedure using Appworx Job Scheduler unlock student accounts.

Provided Technical Lead / Data Migration Services for the Blackboard Analytic system involving multiple tasks and projects throughout NCCU.

Ensured the implementation, continued maintenance, and enhancements of Ellucian computer modules that includes Human Resources and Alumni/Development.

Developed and implement automated two procedures using Appworx Job Scheduler that unlock student enrollment accounts and loan accounts

Managed of the Banner Database System Maintenance Procedure (BDSMP) Team to maintain database system.

Served as Technical Lead of the NCCU Offices of Human Resources and EPA Services as the university converts into the Ellucian Banner oracle database system.

Assisted with managing the maintenance of database management system to ensure university system (Banner 8.x - 9.x) follows vendor system requirements.

Technical Lead for the College Net R25 Scheduling & Facility Management System with respect to data migration.

Assisted with the execution of the annual Accrual Accounting Budget cycle & modified the system from a manual to an automated process.

Developed temporary procedure to process excels data into flat data for submission by the NCCU Payroll Office to Fidelity and TIAA-CREFF.

Served as the department liaison with other areas of the university.

Provided testing and implementation of various software applications

Provided data management of student community services hours which lead to my developing a data extra, transformation, load, and sql scripts.

Provided technical assistance for the ITS department. Data Migration Tasks & Projects

Information Technical Achievements (ITA-##) Brief details on these sufficient technical tasks. NCCU Dept. of Information Technology Services (ITS)/Enterprise Information Systems (EIS) Durham, NC Business and Technology Applications Analyst 08/2002 – 08/2020

Software Systems:

Argos Report Tool 6.xx, Oracle 11.x, PL/SQL, Ellucian Banner 8.3 - 9.x, AppWorx v6.1-Cert., SharePoint, Web Focus-Cert., SASVA 7.1, and utilized TOAD (data extraction tool) to access Ellucian Banner oracle database instances to provide various report for distribution.

Ellucian Banner Related Modules (EBRM) Extract, Transform, Load (ETL) Oracle-SQL (O-S) Application Programming Interface (API) Argos Report Tool-6.xx: EBRM (ITA-17):

Provided testing results for about 50 Argos Report Tool pre-package reports. Worked directly with the reporting manager. Testing was preformed to determining if each report worked and provided reporting of all error messages and associated data table names. SAS Visual-7.1: EBRM (ITA-16):

The primary focus was to understand the system for data management along with implementation SAS throughout the university. Automation of the Monthly University Checks Distribution Procedure Finance Banner ETL O-S (ITA-15): The Capital Assets Office (CAO) that was former know as Fixed Assets Office has a procedure to validate all university checks from the previous month. The initial documented procedure included multiple steps. These steps included the university retrieving its check data file for the NC Department of Treasury (NCDOT) database. Aspect 1> NCCU ITS Dpt. (ITSD) would upload the data file into our database designated location. Aspect 2> The CAO would then verify if the NCDOT data file was correct. There were occasions when the CAO would report data files were not approximate. ITSD would be the CAO liaison to NCDOT for their resolution. Furthermore, DOT and ITSD designated the monthly time frame when the NCDOT data file upload. Aspect 3> While discussing the automated procedure, the CAO requested to allow it to validate the data file and the office will execute the finial procedure.

COA would also inform ITSD if the data file was not correct in which we would contact the NCDOT for clarification. 10Monthly Automated and Staff Generated Report Procedure Finance Banner (ITA-14): Aspect 1> Management requested that I convert all 10 monthly excel reports into the more secured WebFocus Managed Reporting system. Aspect 2> The other aspect of this request was provide each report recipient documentation to execute their reports with minimal ITS assistance.

Blackboard Analytics (BBA) EBRM ETL O-S (ITA-12 and 13): Phase I: Student Banner ITA-12 Phase ll: Finance Banner ITA-13 The primary focus with BBA was data migration. This data migration was of Student and Finance Banner into the BBA system. Data migration involves these important aspects.

Aspect 1> Data Verification: This is to ensure the integrity and the consistency of Banner data once it is uploaded into BBA. Aspect 2> Report Verification: Review and analyze existing Banner reports against new reports created in BBA reports. Aspect 3> Understanding the components to generate reports using dashboard methodology. Gregory Lee Battle

https://www.linkedin.com/in/gregory-lee-battle-2917036/ 919-***-**** **********@*****.*** 1400 Exchange Place, Apt#. 1432, Durham, NC 27713 P g . 3 Data Migration Tasks & Projects

(This was the university new emergency management contact system.) The primary focus is to generate an emergency contact report that includes all university students, employees, and other designated persons to receive emergency messages. The information collected was name, telephone numbers, and email addresses. This procedure involves the following important aspects. Aspect 1> Extracting all contact information from Banner to create a report for BBC to upload into their system. Aspect 2> This script was automated, and the report is automatically uploaded to the server for processing on either a weekly basis or upon request by management.

BBC and Banner Telephone Extension and Email Adjustments Student Banner EBRM O-S (ITA-10): This objective of this procedure was to implement informational text in the various computer screens where users enter their telephone information. The affected screens are Billing, Campus, HR Payroll/W2 Information, Local, and Mailing. This procedure was done because of the high volume of incorrect telephone information that I notice in the BBC report. I contacted Ellucian to obtain the system package and worked with the NCCU-DBA to successfully implement informational text APPWORX Automation Scripts Student Banner API O-S (ITA-09): Developed two sql scripts to assist two university offices with adjust student accounts in Banner Oracle production database.

Release the Hold Status of Pell Loan Student Accounts This script was used to unlock accounts that were placed on hold by previous staff members

Unlocking Student Banner Account

This sql script was used to unlock student accounts when students entered their password incorrectly seven times. The system would set the SABNSTU_LOGIN_ATTEMPTS to 7. The sql script would also prompt students a message to contact IT support for further assistance.

Software Systems:

Argos Report Tool 6.xx, Oracle 11.x, PL/SQL, Ellucian Banner 8.3 - 9.x, AppWorx v6.1-Cert., SharePoint, Web Focus-Cert., SASVA 7.1., and utilized TOAD (data extraction tool) to access Ellucian Banner oracle database instances to provide various report for distribution.

Ellucian Banner Related Modules (EBRM) Extract, Transform, Load (ETL) Oracle-SQL (O-S) College Net-R25 (CN-R25) Scheduling & Facility Management System EBRM ETL O-S (ITA-08): The primary focus was data migration. This task involved two sufficient aspects: The primary data was from our Ellucian Banner database. Aspect 1> Understanding the R25 Import Utility. This is a web-based service utility to import into the system. Aspect 2> Understanding the data element format. All data elements include data from our existing database along with other related data to be imported into CN-R25.

Ellucian Human Resources (HR)-Banner Database Conversion (Offices: HR-Payroll-OSHA) EBRM ETL O-S (ITA-07): The objective was to convert the database from the mainframe to a network server environment. This involved working with various Ellucian technical consultants and university staff members who provided all Excel data reports. This would enable university employee’s web access to the production database. The other additional feature is known as Self Services Banner (SSB) that would allow employees to enter their work hours into the computer system and students access to their information as well. Spreadsheet Budgeting (SB) Finance Banner EBRM (ITA-06): SB is computerized procedure that will allow employees to access the university production database using Excel. This is a database administrator’s (DBA) task that my manager asked me to resolve the procedure. This was because our department did not have a DBA on staff. This task was resolved, and I administered the installation of various software components on authorized staff computers. The SB procedure was mainly used during the university’s fiscal-year-end period. Student Community Service Hours Student Banner ETL O-S (ITA-05): All undergraduate (full-time, transfer and readmit) students are required to complete community service 15 hours per semester. The NCCU Office of Community Engagement and Service (OCES) manages community service hours (CSH). I have been the primary ITS contact person who uploads OCES submitted community service hours (excel data reports) in the university database. The data management of this data over years was transformed from manually reviewing excel reports to using sql scripts to validate data accuracy. Developed various scripts to process this data. One validation script that eliminates incorrect data according to OCES request. The data was processed in the designated non-production database before being uploaded in the production database. These scripts have developed over time to ensure data integrity. There was another script developed as well. This script aligns academic term code with the CSH worked.

This information alignment enables the OCES to know when student actual preformed their CSH. Gregory Lee Battle

https://www.linkedin.com/in/gregory-lee-battle-2917036/ 919-***-**** **********@*****.*** 1400 Exchange Place, Apt#. 1432, Durham, NC 27713 P g . 4 Data Migration Tasks & Projects

Information Technical Achievements (ITA-##) Brief details on these sufficient technical tasks. (Cont’d): NC Central Univ. (NCCU) Dept. of Information Technology Services (ITS)/Enterprise Information Systems (EIS) Durham, NC Business and Technology Applications Analyst 08/2002 – 08/2020 Banner Database Maintenance Manager EBRM (ITA-04): Selected by manager to work with other co-workers to develop and manage how the department would implement Banner Patches. Patches are system required and or recommendation notifications (Patches/Releases) send by the Ellucian to the university. These system notifications are used to modify the various database modules. Additionally, the procedure is to involve all functional and technical users at the university. Banner Database System Maintenance Procedure EBRM (ITA-03): This procedure was derived from being the team manager. All documents have been complied into a collection of related documents. The procedure was established in 2009. This procedure contains about fourteen related documents. Payroll Scripts ETL O-S (ITA-02):

Worked with co-worker and the payroll office staff members to develop and deploy two monthly data reports

(Fidelity and TIAA-CREF). These files were initially delivered by the payroll office in excel format to ITS/EIS using network folders. These files were then converted from excel into a flat.dat file using the mainframe. The dept. manager announced during a staff meeting that any process on the mainframe has to be removed within a few months. Upon working with a fellow UNC-System institution, the ITS department developed and transferred these two file procedures from the mainframe to the Banner Test database. The ITS department fully converted these processes into our test database within about three months. These scripts were used to produce both reports using either the Banner test database and or Web Focus system. These two procedures were temporary until the Human Resources (HR) department went live of the HR Banner system and the reporting was then being executed by the payroll office. Academic Administrative Office Computer System Finance Banner (ITA-01): Academic Affairs Office Managers (Mr. Logan Darensburg, II, and Mr. Darin Nails) contacted me about a Microsoft Access program that was developed and used to manage the university academic administrative offices budget. This office primary concern is to ensure the data content is identical to Banner data, and the university production database. It was designed to be a departmental internal system to supplement the Banner Finance system. EXPERIENCES: (Cond’t)

WakeMed Operation Center / NCCU-School of Library and Info Science Raleigh, NC Health Informatics (Practicum) 09/2015 - 12/2015

Reviewed and investigated Health Information Management Coding procedures.

Determined the relationship between Physician documentation to inpatient coding procedures.

Surveyed of the Epic Systems EHR and review of relevant EPIC terminology and review of Epic HIM workflows.

Completed ICD-10 training based on World Health Organization (WHO) standards.

Received introduction to patient privacy issues and why different levels of system access exist for contracted and full-time employees.

Overviewed of integrated functionality of the Electronic Health Record

Reviewed the data flow from one application to another and generated a comprehensive record of a patient’s treatment and successfully passed the WakeMed ICD-10 coding comprehension assessment.

Completed introduction to clinical documentation improvement efforts and how they improve patient care and provider reimbursement. NCCU-Dept. of Information Technology Services Durham, NC Computer Consultant/Univ. Student E-Mail Manager 01/1996 - 07/2002

• Consulted with end users (Faculty and Staff) to address and resolve their computer technology needs that were software and hardware related issues within the various university administrative and academic areas.

• Researched end user computer concerns by contacting the companies for the appropriate resolutions.

• Ensured that university computer equipment standards were current with vendors’ current standards. This included Personal

• Computers, Macintosh, Printers, Monitors, Laptops and Mobiles that operated within a network system or as standalone equip.

• Provided Novel Network installation/support of various PC Systems utilizing MS-Windows'9x, NT/2000, and Office Professional XP.

• Installed computer programs that were utilized either via the network system or PC hard drive.

• Served as Lead Technical Installer of computer equipment for two renovated university buildings.

• Managed technical support for about ten buildings throughout the campus for university employees and computer labs.

• Managed the university student e mail system by maintaining system performance and assigned e mail accounts.

• Served as Project Leader that involved upgrading the university’s student e-mail system from a PC based to an internet based.

• Provided student email training sessions for the university multiple student Early Orientation Programs.

• Assisted the students with computing issues during office hours and managed various computer labs.

• Provided software brief training sessions on various computer programs throughout the university. International Business Machines (IBM) - Micro Computer Support Center Research Triangle Park, NC Marketing Sales Representative/Product Specialist 08/1994 – 07/1995

Primary Level Support / Product Specialist for the IBM PS/2 E System.

Assistant Product Specialist for the Model 8580 System board Upgrade; Second Level Support.

Analyzed PC hardware/software problems and provided necessary resolutions via telephone.

Managed revision of PS/2 E System Notes and Provided PS/2 E System training sessions/classes for co-workers. Gregory Lee Battle

https://www.linkedin.com/in/gregory-lee-battle-2917036/ 919-***-**** **********@*****.*** 1400 Exchange Place, Apt#. 1432, Durham, NC 27713 P g . 5 EXPERIENCES: (Cond’t)

Duke University Medical Center (DUMC) – Central Private Diagnostic Clinic (CPDC) Durham, NC Senior Computer Operator 04/1990 – 07/1994

Managed the installation of Digital/IDX terminals and plotter printers in associated office throughout the DUMC.

Resolved any technical connectivity issues and maintained a lodge while installing terminals and printers.

Developed and implemented the Alternate Database Backup Procedure to use when the mainframe system data backup would fail and reduce the time to complete system backups before the start of first shift.

Managed the database backup procedures for the Digital VAX/VMS, Novell Networking, and Imaging systems.

Developed a data interphase program (Oper.com) that downloaded multiple claim files for other CPDC offices. Oper.com was a program that composed of DEC Command Language and MS-DOS Kermit and included computer operation commands.

Provided technical document for staff members to understand the Oper.com program.

Preformed mainframe production processes to generate hospital reports.

Provided technical assistance to CPDC and offices located throughout DUMC. MANAGEMENT INFORMATION TECHNOLOGY SERVICE SKILLS:

Extract, Transform Load (ETL) Data Migration - System Project Management – Elluican Banner Third Party Systems Systems Implementation - Help Desk Technical Support – Network Connectivity Resolution - Client Support Services TECHNICAL EXPERIENCES:

Software Systems: Automic, GitHub, Ellucian CRM Recruit system, PL/SQL, Ellucian Banner 8.x – 9.x, Oracle, College Net R 25, SharePoint, Web Focus, TOAD (data extraction tool used to access Ellucian Banner oracle data), AppWorx Job Scheduler, SAS Visual Analytics7.1, ICD-10 coding, Vax Focus COBOL, VMS / DCL, MS-DOS, MS-DOS Kermit, GEMISCH, MUMPS, RPG III (analyzed program system), and Rapid File Transfer Hardware Platforms: Oracle Server, Novell Network System-4.1, Sun Unix-4.0, MICRO-VAX, IBM S/36 and DIGITAL VAX/MVS Microsoft Products: Windows: 3.xx, 9x, NT, 200x, XP, VISTA, 8, and 10, and Office Professional Suites: ’97, XP, 200x, & Visual Basic ORGANIZATION MEMBERSHIPS:

CTU National Society of Black Engineers 09/2021 – Present NSBE Professional (ID#:264342) (NSBE) 08/2020 – Present NCCU NSBE Student Chapter (Member 2004 Co-Advisor 2007 - 2020) 08/2004 - 08/2020 North Carolina Healthcare Information & Communications Alliance, Inc. (NCHICA) 08/2013 - 12/2015 REFERENCES:

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