Systems Analyst

Database Administration Telecommunication Systems Marketing Information Technology Financial Services Workforce Management
Client Support

Solution focused IT professional with qualified success in database development, technical support, strategic planning, personnel management, reporting and analysis, e-workforce, along with business oriented goals. Outstanding communication, presentation, and negotiation skills. Ability to make significant contributions to improving growth and efficiency.

Areas of Expertise:

Insurance Industry••••• Oracle Developer/DBA••••• Workforce Mgmt
Banking Industry••••• Project Management••••• Aspect/LucentSwitch
Call Center Operations System Analysis••••• Mosaix Auto Dialer
Marketing Support••••• Product Development••••• ATT/ MCI Routing
Military Experience••••• Crystal Reports••••• Cisco ICM (Geotel)

Professional Experience



AIG INSURANCE COMPANY- Chadds Ford, PA•••••••••• Present
Traffic Analyst- National Call Management Center
Currently managing seven call centers throughout the Continental US to service the needs of the business.
Providing direct and indirect operational support on all technical aspects of the Call Centers.
Strategic staffing and tactical forecast planning using IEX workforce management system.
Daily interaction with senior management developing strategies on organizational alternatives to enhance productivity.
Designing databases and queries and deploying them into operations world using MS Access, MS Excel, MS SQL, MS Visual Basic, and HTML.
Managing AT&T Call Routing program by allocating call volume, building trees for sponsored accounts, creating reports via the web.
Supporting/ Reporting on telecommunication systems utilized by the business. Aspect switch, Cisco ICM, IVR, Mosaix automated Dialer.


JUNIPER FINANCIAL INTERNET BANK- Wilmington, DE•••••••••• •••••
Operations Analyst- Online Service Center
Liaison between technology and business production.
Providing direct and indirect operational support on all technical aspects of online service center.
Generating, tracking, closing heat tickets regarding system outages, production pushes, etc.
Workforce management tool TCS to configure call capacity, staffing levels, real-time call data.
Managing MCI Worldcomm Call Routing by allocating call volume between bank and vendor sites using online toll-free network manager.
Managing ICM Geotel by scripting, monitoring, and reporting.
Reporting on call center performance, statistics and agent level reporting.


FIRST USA BANK- Wilmington, DE ••••••••••
Graphics Center Coordinator- Marketing Operations
Liaison between graphic center technicians and management in regards to product development.
Tracked all work requests from the time it entered the GC until the finished product was ready to be mailed to the vendor for printing.
Managed a database, which held data on every item ever worked on in the GC. From the Marketing campaign, project manager, graphic technician, proofreading, procurement, and then the vendor.


UNITED STATES AIR FORCE RESERVE- Dover AFB, DE••••••••••
Personnel Specialist- •••••th Airlift Squadron
Attended boot camp in San Antonio, TX (Lackland AFB)
Excelled through technical training school in Biloxi, MS (Keesler AFB)
Maintained and prepared status changes on personnel to prepare for any contingency.
Exercised rapid deployment on the C••••• Aircraft.


Education

Major- Information Science and Technology, Drexel University, Current student
Business Management, Wilmington College, •••••
Eastern Regional H.S., Voorhees NJ, •••••
Personnel certification, United States Air Force AETC, •••••
Oracle developer/ DBA, Infotech Training Center, Current student
Crystal Reports( beginner, intermediate, advanced), •••••
Mosaix Automated Dialer, Lucent Technologies, •••••
Cisco ICM( Geotel), •••••