- Tulsa, OK, US
- £7 /hr
- Available now
I am a professional with over 15 years experience supporting Excel Information Systems solutions. My services include but are not necessarily limited to:
Developing Performancemore...I am a professional with over 15 years experience supporting Excel Information Systems solutions. My services include but are not necessarily limited to:
Developing Performance and Management Metric Analysis Reports
Automated Task Reduction
Automated Data Consolidation
Disparate Data Consolidation and Analysis
Automated Information Delivery Systems
Excel Spreadsheets, Graphs, Data Imports, Custom Formulas, Macros....
Area Covered: United States
Work Experience Summary: Hewlett Packard – October, 2009 to Present
Senior Asset Analyst
Currently I am responsible for the receiving, processing and managing pre-implementation assets. Since joining the team I have focused on areas and opportunities to improve performance and efficiencies within the scope of my influence. Below I have highlighted some key accomplishments. I have been successful in maintaining my performance as it relates to my direct responsibilities while achieving these goals.
I have analyzed opportunities and developed solutions in the areas of workforce performance and workload metrics, inventory aging and management, and receiving practices. These new tools and metrics allow our organization to quantifiably measure our workload and objectively illustrate our activities. This objective understanding allows us to define key areas for improvement in efficiencies and performance, and to demonstrate our organization’s value to our partners and clients.
I successfully reached out to support partners to involve and help transition them and gain their trust and support for a new receiving tool, ITARS.
I also involved the same support partners and have engaged other resources in an ongoing effort to reduce aged inventory utilizing new tools developed by me. I hope to reduce inventory over 90 days by as much as 75% by the end of calendar year 2011.
Hewlett Packard – June, 2008 to October, 2009
Technical Service Desk Supervisor
Responsible for frontline management of agents comprising multiple service desks and clients in the transportation industry. Duties include performance and productivity reporting and management, workforce capacity planning and process review and design. Successfully led teams through workforce reduction (20%) while still maintaining contractual performance agreements.
Successfully developed a relevant, equitable and actionable scorecard system applied to a highly technical environment. This included the development of supporting data gathering processes and subsequent metrics.
Echostar Dish Network — June, 2004 to Present
Resource Center Operations and Reporting Manager
Responsible for the workforce and traffic data operations and analysis of a 600 seat call center. These duties include workforce management, traffic analysis, reporting ACD and workforce performance data and trends to executive management and analyzing and improving processes, application and systems performance. Also responsible for developing and managing integrated reports using data from workforce applications, ACD, Oracle and other disparate systems for long term workforce analysis and forecasting and resource optimization.
Tulmel Systems, Inc.— November, 1999 to May 2004
Manager Support Services
Responsible for Helpdesk, Desktop, Change Management and associated application design and support and consulting. Responsibilities included ACD design and data management, call forecasting and staffing plans, process analysis and design, interacting with executive management to review performance and recommend technology, system and process redesign and enhancements. Reported performance and data trends to executive management. Interacted with business unit leaders to determine technology and support needs. Managed key vendor relations. Also performed support audits, analysis, and consulting to Tulmel clients.
Education Summary: Education Southern Illinois University—Economics Major / Computer Science Minor
Professional Past officer of Think HDI (formerly known as The Help Desk Institute)
Invited speaker including the HDI Annual Conference, SSPA annual awards convention, local HDI chapter meetings and luncheon events for N.E.T. Participated and presented Helpdesk analysis and strategies for Fortune 500 company’s annual Information Technology and Support Strategy Conference.
Report Developer and Analyst