Business/Data Analyst (SQL, Power BI)

Martin B. Little

**** ****** *** *******, ** ****7

678-***-**** Home 404-***-**** Cell

E-mail: ************@*******.***

Objective: To obtain a position that will utilize my 30 years of analytical, finance, telecommunication, verbal, writing, organizational and computer system skills while incorporating my many years of experience in Finances, Call Center, Project Management and Telecommunication.

Professional experience:

3/2021 – 08/2026 WellStar Atlanta, GA 30339

Business/ Data Analyst- Develop and manage all reporting for SABA LMS, customize reporting as needed, troubleshoot reporting issues for customers, and develop reports to guide product development using SQL and JavaScript. Generate system and usage metrics to improve engagement, support product development, and analyze a range of data processing problems using SQL and BigQuery. Create dashboards in Power BI, DAX, ServiceNow, and SuccessFactors, incorporating JavaScript and CSS to support clean, consistent, and user-friendly reporting interfaces. Create survey content for LMS using the Qualtrics application to capture Voice of the Customer (VoC) insights and understand Customer Experience trends. Gather and document business requirements to configure, deploy, and manage surveys on the Qualtrics platform, ensuring alignment with customer needs and reporting objectives.

Develop analytic models, scorecards, and dashboards to support Voice of the Customer (VoC) programs and track customer satisfaction KPIs. Conduct competitive analysis, benchmarking, and process improvement initiatives based on customer feedback and VoC insights to identify opportunities for improving Customer Experience. Understand user requirements and procedures, review computer system capabilities, workflow, and scheduling limitations, and consult with managers to implement new computer systems. Evaluate and interpret data and requirements to formulate plans that best meet customer needs while improving Customer Experience and addressing VoC feedback. Translate complex data, customer feedback, and analytical findings into clear, actionable recommendations and data storytelling for business and cross-functional stakeholders. Collaborate effectively with cross-functional teams to understand business needs, communicate analytical insights, and support data-driven decisions. Prepare and/or manage the assembly of summary-level performance reporting for operations, financial, and executive leadership monthly or as needed using SQL and BigQuery. Develop self-auditing practices and reports to ensure information accuracy and consistency across reporting solutions. Take the initiative to lead reviews with customers and adjust reporting as needed, incorporating Customer Experience feedback to improve reporting effectiveness. Create clean and standardized dashboard designs using CSS and JavaScript to maintain consistency with all other LMS team branding.

12/2020 – 02/01/2021 Quikrete Duluth, GA 30004

Power BI Developer (Contractor) - Develop data solutions in conjunction with key initiatives within the

organization. Function as a liaison between the client, community, and internal IT and/or external software vendors to develop system solutions to processing systems or business problems. Analyze and revise existing system logic difficulties and documentation, as necessary. Review project proposals, including gathering facts, analyzing data, and preparing project overview which compares alternatives in terms of cost, time, availability of equipment, and personnel, etc. Recommends course of

action. Prepare detailed specifications from which programs will be written. Identifies and assesses probable interactions of related computer systems and predicts impact of a change in assigned system. Ensures data quality and integrity across data-specific application implementations Consistent exercise of independent judgment and discretion in matters of significance.

04/2019 – 07/01/2020 SunTrust/Truist Atlanta, GA 30004

Business Analyst Data Analytics - Designed, developed, updated, corrected, and optimized Splunk code needed for metric development, crafting new metrics based on system design and stakeholder input, development, and optimization of advanced analytical solutions in various technical environments, Oracle “As online transaction processing (OLTP), data warehousing (DW) and mixed (OLTP & DW) database workloads”, Power BI, Provide recommendations on all aspects of targeting, segmentation, lifetime value modeling, network optimization and creating dashboards, responsible for analytical solutions to enable better decisions by leadership. Define data requirements and project requests, help solve problems, create report and dashboard in ServiceNow, interpret data, and offer thought leadership and recommendations around specific business use cases, Identify actionable insights, suggest recommendations, and influence the direction of the business by effectively communicating results to marketing and cross functional groups, Identify ways to streamline and automate tasks to enable faster and more efficient decision making, Collaborate with other team members to implement projects, complete tasks, and fulfill plans to ensure timely and efficient analysis, evaluation and reporting, Prepare written analysis and present findings and recommendations to key network leaders, Communicate insights from analysis to multiple teams throughout organization, Collaborate with multiple teams to develop and execute analytic outputs.

05/2018 – 01/2019 Verizon Wireless Alpharetta, GA 30004

Senior Business Analyst Data Analytics Chat Team - Design, develop, update, correct, and optimize SQL code needed for metric development, Crafting new metrics based on system design and stakeholder input, Power BI, Assist with the architecture of data design and import processes to better enable data mining, Ability to visualize data flows and sequences to enable streamlined report creation, Learn new systems, technologies, and processes to enable automation, Work and engage with stakeholders, project managers, executive leadership and front line employees to uncover, explain, and resolve issues in the business, work with Tableau, Congo’s, EDW, ODS and other systems, Teamwork, collaboration, the ability to communicate with people of varying technical backgrounds, Problem solver with ability to drill down and understand root cause of issues and rapidly solve issues

04/2016 – 5/2018 Verizon Wireless Alpharetta, GA 30004

Senior Business Analyst Data Analytics CIR Team - Develop and automate new product/pricing reporting, Deliver in-depth analysis on customer life cycle as it relates to assigned product/pricing, Power BI, Tableau Administrator managing job prioritization, local user access, active directory group access, job prioritization., Delivering interactive visualization that allow non-technical business users to intuitively interact, Partner cross-functionally to lavage channel, customer, marketing and systemic information, For

presenting recommendations and project status updates to the leadership team by formal presentation and documentation, Use project management skills to handle multiple work assignments simultaneously, worked regularly with appropriate field operations, HQ, vendor, management and stakeholders.

02/2015 – 4/2016 Verizon Wireless Alpharetta, GA 30004

Consultant – System Consultant Analyst & Projects - Leverage expertise in analytics and research, combined with business knowledge, to filter, challenge and prioritize for the benefit of overall business. Align analytical work to ensure it yields the greatest returns to the business – seeing analytics as a business enabler. Utilize tools such as Microsoft SQL Server and Teradata SQL Assistant to access databases in ODS and the EDW (Enterprise Data Warehouse) to retrieve data sets necessary for analysis. Partner cross-functionally with groups such as GTM, Power BI, Retail, and Indirect to leverage channel, customer, marketing, and systemic information to bring additional meaning and insights to the customer service metrics / reporting and creating Dashboards. For example, but not limited to customer segmentation, Customer Experience metrics, and CIR initiatives. Perform proactive analytics in support of CIR reduction, e.g., KPI correlations, Speech Analytics projects, and additional requests as necessary, including customer and transactional data. Proactively identify and recommend areas of focus and opportunity evident from data, business trends, and insights and develop action plans that align to the organizational strategy and drive down CIR. Recommend and drive improvements associated with CIR reduction analysis findings. Proactively understand, pursue and measure Call-in-Rate. Develop relationships with areas, channel workgroups and leaders to help identify call driver, and CIR reduction opportunities. Benchmark and track process performance and financial impact (both current negative impact and future desired savings) including metrics and suggestions for further analysis. Maintain standards and accuracy through use of established metrics, calculations and reports.

Integrates and synthesizes insights from analysis of data. Conduct proactive analysis of customer and transactional data to identify root cause drivers. Select critical items that will be addressed with improvement action plans. Develop proposed solutions that can be presented to leadership in a timely manner for consideration. Monitor and measure improvement (productivity and growth) related to implemented improvements. Identify positive trends / results and recommend best practices based upon proven results. Analytics and insights will also support strategic direction and initiatives for National Customer Service. Leadership Team, and complement work done with other HQ and cross functional leadership teams. Responsible for presenting recommendations and project status updates to the leadership team. Understand key business driver’s specific to the organization. Extract the most important information from a call quickly. Engage with other departments on their initiatives and goals. Mentor/Coach Analysts in best-practice SA methodology for producing meaningful and actionable results. Prioritize high-value projects and decline others. Communicate critical business information to the appropriate contacts concisely and on time. Translate data into meaningful and actionable feedback. Performance Measures: Use the skills listed above to accomplish key project outcomes: Build and revise queries to elicit the most relevant data. Listen to calls and interpret the data accurately. Uncover new initiatives or strategies in need of quantitative support.

04/2011 – 02/2015 Verizon Wireless Alpharetta, GA 30004

Consultant - Precision Analytics and Utilization- Track finance saving sheet for 13 months on individual projects monthly, prepare PowerPoint deck monthly showing monthly finance saving, development and Management of Technology Metrics, Serve as primary statistician defining identification of opportunities utilizing data, management of data processing resources result generation and analysis to improve initiative success measurements, Use data to identity trends and efficiency opportunities, develop action plan and recommendations of success, Responsible for all aspects of the development and implementation of statistical modeling and analysis including regression, trend and gap analysis, Design and develop databases that serve as backbone to reports. Ensure data integrity within database and reports. Investigate and resolve errors or inconsistencies in the data sources, Provide single point of contact for initiative metrics and reporting, Coordinate consistency in metrics across strategic Technology initiatives, Own full development responsibility from inception through implementation, reinforces adoption and utilization of technology metrics initiatives, Identify and resolve issues that may impact critical deliverables, monitor pre and post deployment measurements of initiatives, partner with project managers and headquarter leadership to communicate performance measures, responsible for highly complex projects, assigns individuals responsibilities as required, interacts with all levels of management, overall technology measurements management, work closely with IT system developers to ensure statistical modeling is not compromised during the implementation of various technology and desktop initiatives, work closely with the HQ marketing and HQ customer service leadership to ensure the projects manage support the overall technology measures of success objectives.

05/2009 – 02/2011 Verizon Wireless Alpharetta, GA 30004

Analyst-Precision Analytics and Utilization- Report on the percentage self-serve contacts within the IVR retention and utilization, calls deflected to self-serve, measure, track and publish adoption and utilization scorecard monthly, analyze and identify opportunities with Precision Analytics tools, monitoring and side by side, top three self-serve analysis or tracking ACSS, Web and IVR transactions. Track project initiative metrics, analysis and usability testing principles, organizational and time management skills, have a strong sense of urgency with being proactive and flexible, using problem-solving, technical and analytical skills, meeting monthly deadlines each month and adapt quickly to last minute changes, work independently with minimal supervision, meeting monthly deliverables on a month basis and effectively consult and communicate with internal teams and teammates. User Tester (UT) used in the design process to evaluate a product, feature or prototype with real users. Setting up user testing involves creating a test plan, recruiting participants, performing the test, and analyzing the results to produce findings & recommendations.

06/2007 – 05/2009 Verizon Wireless Ashford Dunwoody Rd, GA 30319

Operation Reporting Analyst BSC- Interfaces with various departments and acts as a focal point for financial and operational analysis, key performance indicator reporting (KPI); Gathers analysis and prepare daily, weekly, and monthly KPI tracking, analysis and reporting including: service orders, maintenance orders, service level, training, receivables, quality assurance, attrition; Gathering information and reporting request out of the Data Warehouse. Develops assumption tables and populate data for preparation of budget; Assists in the development/preparation of business cases to support the funding of specified initiatives; Provides tracking, analysis and reporting of internet activity of appropriate accounts.

09/2003 – 06/2007 Verizon Wireless Alpharetta, GA 30004-5811

Finance Analyst – Fraud- Run daily report, weekly and month end reports for investigators, distribute daily cases out to investigation team of fraud customers, attend weekly conference calls, work as liaison to department manager and work on special projects for the Fraud department and update department website on Reddot CMS. Work in VZW using Impromptu and various Fraud systems, applications and tools to perform daily jobs and project functions.

06/2000 - 09/2003 Verizon Wireless Alpharetta, GA 30004-5811

Analyst –Commission- Monitoring and analysis of commission in multi business levels; Interface with management, Finance and various Departments; work on special management project: create processing manual: Contact and communicated with area Management and Employees monthly; Ensure timely and accurate payment on commission and bonuses within the framework on the specified contract; Created Financial Statement for sales representative, Support standardization of Commission Systems and processes; Troubleshoot problems with Employee’s commission payout and discrepancies; Maintain the Commission system (CCRS) database and verify information in system; Maintain filling of records for all issues regarding commissions for research and audit purses; work on month end closing deadline monthly. Create several reports monthly with the use of Impromptu (Cognos) by extracting data from the commission CCRS, Data Warehouse and various billing systems.

02/2000 – 06/2000 Verizon Wireless Alpharetta, GA 30004-5811

Administrator-Wholesale·- Effectively negotiates multi-market voice and/or data reseller agreements; Managed reseller relationships for initial contract negotiations for implementation and ongoing communication. Assisted Account Manager with contracts and documentation, internal systems and policy changes and ensure appropriate notification and communication to new and existing resellers; Provide customer with the highest standard of customer service through follow – up contact and consultation to protect and grow market shares.

09/1998 – 02/2000 Verizon Wireless Alpharetta, GA 30004 – 5811

Accountant – Finance Product Accounting- Reconciled accounts on monthly bases to ensure correct balances; Worked with Order Express Department with sales files to extract data from warehouse to prepare monthly journal entries and spreadsheets; Worked on month end closing due dates schedule monthly; Maintained monthly inventory, aging analysis report, downloaded sales information, prepared balance sheet entries, prepared spreadsheets to journalize store credits and assisted with preparing flash package for monthly meeting; used Impromptu and Data Warehouse to create reports and retrieve data.

09/1996 – 08/1998 Verizon Wireless Alpharetta, GA 3004-5811

Commission Assistant – Finance- Processed commission by calculating, monitoring and analyzing direct/ business employee; Interfaced with GTE marketing and Account Managers in each area office to ensure that all contracts are communicated in an efficient and timely manner; Ensured timely and accurate payment on direct commission and bonuses within the specified contract; Maintain filling of records for all issues, CCRS direct database for audit purpose.

09/1995 – 09/1996 GTE Wireless Communication Atlanta, GA 30345

Order Express Representative- Work with in coming Warehouse discrepancies with problems; Contact vendors for updates on problems and product arrival times into warehouse; Call Center Operations ACD Phone system; Take orders over the phone for agents and GTE stores; Checking daily receiving reports, release back orders, correct shipping errors, create vendor status report, confirm all orders have been released, and provide several customer services functions to help out customers retrieve information., used Impromptu, Order to Cash Cycle and Data Warehouse to create reports from various data.

07/1994 – 09/1995 GTE Wireless Communication Atlanta, GA 30345

Assistant Payroll Specialist- Responsibilities included preparing the weekly payroll; Serve as a primary liaison between Human Resources and field personnel; Handling all problems related to payroll issues; Process payroll data accurately and ensure reported hours are correctly paid and reported appropriately; Ensure payroll accurately interfaces to the general ledger by use of earrings codes; Worked on various systems to input data and retrieve information; Processed bi-weekly, multi-states payroll for various areas; Processed new hires, rehires, transfers in/out names and address changes, promotions, demotions, merit increases, direct deposits, W-4’s, state forms, garnishments, credit union and savings bonds deductions.

11/1996 - 5/2001 Club Fusion Atlanta, GA 30330

Staff/Accounting Manager- Responsibilities included staffing, scheduling, weekly payouts to staff and special guest, setup and breakdown for special events and creating monthly theme events. Manage the in and out flow of weekly cash flow and receipt for purchases and payouts.

Education: August – 1993 Southern Illinois University Carbondale, IL

Bachelor of Arts Degree: Business Administration/Computer Science

Skills and Awards Received:

SalesForce, ServiceNow, Change Management System, UT (User Testing), SharePoint, Microsoft Power BI, DAX, Orion, Agile Transformation, Python, SQL (Teradata data warehouse, Oracle, Microsoft) VLookup, Pivot Table, Power Query, Adhoc reporting, Order to Cash Cycle, Reddot CMS software, Various Verizon Wireless System, Bonded, Service Excellent Award Citibank, Employee of the month, Perfect attendance, Extra Mile GTE, Annual Award 1997, Pat On The Back, and Team Achievement Award GTE 05/97 and 05/98. Have knowledge of various MS products and Systems, Office, power play, Project, 10 keys, Fast Start In Project Management, Relationship Manager, All Self Serve Application, Witness, POS System, IVR system (IVRs), ADCs, Cisco Systems Vision, ACSS, I2K, Crystal, WFM, Net Ace, People Soft, STARS, CCRS, eROES, Info Manager, Omni, Creating Database, Training Employee’s, Worked with Sales Channels and Cognos Impromptu 6.0 & 7.0., Worked with and on various company systems within GTE, Verizon Wireless and Citi Bank.

TECHNICAL SKILLS

alesForce

ServiceNow

Orion

Tableau

Agile Transformation

SQL (Teradata data warehouse, Oracle, Microsoft)

Adhoc reporting

Reddot CMS software.

MS Products (Word, Excel, Power Point & etc.)

All Self-Serve Application I2K

Witness

Excel (VLOOKUP, Power Queries)

POS System

IVR system (IVRs)

ADCs, Cisco Systems Vision

Aggerated Data From Multi Source

Power BI

Crystal, WFM, Net Ace

PeopleSoft

STARS, CCRS

Creating Dashboard (Power BI & Tabeau)

Info Manager

References: Available upon request

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