Aleksandr Fisher Email & Phone Number

New York, United States

Bethpage, Ny

Projected and analyzed the performance and productivity in all Call CentersCreated, managed and supported databases that tracked customer service Call Centers' statistics, using VBA, SQL and MS Access ReportsAnalyzed Call Center Metrics and created reports that were populated into DashboardDesigned and prepared a financial capitalization database, along with process description manual, which were presented for auditing by a top tier financial firmWorked closely with the Manager and Director of Business Planning in evaluating and presenting opportunities for improvement in Call Center performance and efficiencyRedesigned and edited reports and databases in order to increase efficiencyGenerated Remedy Statistics using raw data from risk tracking softwareCreated Excel macros which connected Excel reports directly to BMC CMDB and RemedyDesigned reports with various checkpoints which cross-checked data across different reports

165 Broadway, Ny Ny

Responsible for identifying, improving and streamlining processes/technology, including the updating and development of new processes in order to increase accuracy, efficiency and reduce service costsManaged reporting databases, including preparation of senior level technical reports and dashboards (Incidents, Changes, Cis, Service Requests, Survey trending Reports and Dashboards) Monitored, investigated and resolved urgent, high and medium priority incidentsParticipated(Conducted) in weekly CAB meetingsProvided SQL queries for automation in JAMSSpearheaded and oversaw company transition from BMC Remedy to IVANTI ITSM Designed interface and workflows for Incident, Change and Service Request in IVANTI ITSMManaged and maintained employee information in IVANTI ITSMCreated Help Desk (Service Desk) trending reports and dashboardsDesigned application availability reports and dashboard to monitor and report applications SLAs and SOX auditDesigned various teams Wiki pages using Confluence (team collaboration software)Developed, implemented and managed asset CMDB reconciliation processes

Responsible for identifying, improving and providing management support for workflow processes/technology in ITIL areas Initiated new processes and procedures in order to increase efficiency and reduce costs Designed automated process for creating an upload file for different type of relationshipsPrepared senior level technical reports, including various Excel, Access and "Daily Change Advisory Board (CAB)” reportsImplemented processed for CMDB cleanupDeveloped process for identifying duplicates in CMDBMonitored, investigated and resolved urgent, high and medium priority incidentsMonitored BMC ProactiveNet (BPPM) to identify, analyze and resolve service problems

2 Metro Teck Center Brooklyn, Ny 11201

Developed, implemented and managed asset CMDB reconciliation process using ADDM, PrecisionResponsible for providing updates and conducting presentations on progress and metrics to technology senior management on quarterly basisResponsible for identifying, improving and providing management support for workflow processes/technology in ITIL areas Initiated new processes and procedures in order to increase efficiency and reduce costs Prepared senior level technical reports and dashboardsDeveloped multiple automated processes to increase workflow efficiency (i.e. creating an upload file for different type of relationships, uploading asset data comprised of twenty templates based on asset classification groups, etc.) Initiated and managed special Remedy projects as needed Assured each RFC is approved by the required reviewers before implementationAudited Incident tickets in order to ultimately close tickets via root cause analysis in addition to monitoring, investigating and resolving urgent, high and medium priority incidentsProvided management assistance for clients in assessing IT operational maturityDeveloped and implemented several novel databases - to store and manage wireless device information (Enterprise Mobile Technologies Inventory), Critical Applications Availability Database, Tracking Database for 311 Call Center, etc.Developed process to identify duplicates in CMDB and helped asset owners to validate duplicates and select correct dataCreated executive "Outage dashboard" with MTTR (Mean Time to Repair) Created reports and dashboards using Jaspersoft IReportsCreated relationships for Exchange 2010, Exchange 2007 for TBSM (Tivoli Business Service Manager) DashboardDeveloped, maintained and provided support for ETL jobs using the latest version of Talend ETL Tool

100 Orchard St East Rutherford, Nj

Provided support of the Configuration Management System by performing data accuracy auditsProvided reports and updated CI data, ensuring that data is available to all IT processes across the Federal Reserve SystemConsolidated, aligned IT and businesses by tracking all IT assets (hardware, software, people, documentation, etc.)Produced weekly server inventory reconciliation reportsRedesigned, edited and documented Reconciliation ProcessesCreated new and updated existing Configuration Items (CI), CI attributes and relationships to other IT components in the BMC CMDB, BMC Remedy ITSMCreated automated Universal Template for requesting new and updating existing CIs MonitoringCreated and implemented Remedy Tickets (change requests) and incidentsRedesigned and edited new version of CMDB Remedy Turnover Report (VBA, Excel, Access)Upgraded and automated existing Products Report Type (VBA, Excel, Access)Created various Excel and Access reports (Excel, Access)

o Supervised and coached a team of 15-20 CRCso Designed and managed new databases to replace manual processing in department (Coaching Database, Support Database, TC Database, Complaints Database)o Conducted interviews for new hireso Conducted iO training for new hires and established employees

Certification, Access/Excel, Sql, Vb Programming And Vba

Masters, Electrochemical Engineering And Mathematics; Minor In Business Administration