Dennis Board Email & Phone Number

In this role I am responsible for building, implementing and supporting business reporting and intelligence solutions. My primary function of this role is to define and implement reporting and analytic capabilities that meet both internal and external customer needs.* Provide business/data analysis and reporting expertise for the BI processes and system solutions. * Maintain effective communication with internal business partners and external constituents to ensure business needs are… Show more In this role I am responsible for building, implementing and supporting business reporting and intelligence solutions. My primary function of this role is to define and implement reporting and analytic capabilities that meet both internal and external customer needs.* Provide business/data analysis and reporting expertise for the BI processes and system solutions. * Maintain effective communication with internal business partners and external constituents to ensure business needs are met* Monitor industry trends and best practices to continuously improve BI capabilities. * Quickly acquire and maintain a high level of knowledge regarding Business Practices and policies, processes, procedures and systems.* Work with and Lead cross-functional business teams in order to understand how to deliver the best reporting and analytics solutions.* Support efforts to define and implement enterprise data definitions, data governance and data stewardship.* Work with and support Oracle and SQL Server databases.* Develop and maintain ETL processes which extract data from our transactional data warehouse and place them in star schemas, built for reporting and measuring.* Work with the business stakeholders to understand, define and support data requirements.* Create report and data interface design specifications.* Develop front-end reports, interfaces and queries to provide data access to business users.* Assist in the development and delivery of organization change management materials including communications and training* Adhere to established project management and SDLC methodologies and standards.* Provide ongoing business operations and systems support post implementation. Perform complex analysis of data, identify trends and create benchmarks. Show less

Responsible for working with multiple projects in relation to business applications and liaising with Manheim Technology to ensure that business specifications are adhered to and implemented properly.* Provide User Acceptance testing for the development staff using standard methodologies.* Responsible for the training of up to 150 end Users in the use, work-flow and business logic of systems.* Responsible for researching the impact of changing business requirements, new products or… Show more Responsible for working with multiple projects in relation to business applications and liaising with Manheim Technology to ensure that business specifications are adhered to and implemented properly.* Provide User Acceptance testing for the development staff using standard methodologies.* Responsible for the training of up to 150 end Users in the use, work-flow and business logic of systems.* Responsible for researching the impact of changing business requirements, new products or internal requests on systems.* Responsible for the documentation and maintenance of service level parameters, business logic and workflow within the system.* Research and translate functional specifications to validate and ensure they meet business requirements.* Assist in defining project direction in partnership with Project Managers.* Responsible for maintaining and scheduling 24x7 on call support for systems issues. Show less

Responsible for Query development and report writing using tools such as Microsoft Access, SQL (DB2, MS SQL, Sybase and MySQL), Web driven reporting using JSP's, Server Scripted and emailed reports and Crystal Reports. During my time in this position, I enabled to company to obtain better metrics and snapshots of the business by designing, creating and implementing a thorough reporting system using Crystal Reports and Quick on the fly Web reports.* Provide User Acceptance testing for… Show more Responsible for Query development and report writing using tools such as Microsoft Access, SQL (DB2, MS SQL, Sybase and MySQL), Web driven reporting using JSP's, Server Scripted and emailed reports and Crystal Reports. During my time in this position, I enabled to company to obtain better metrics and snapshots of the business by designing, creating and implementing a thorough reporting system using Crystal Reports and Quick on the fly Web reports.* Provide User Acceptance testing for the development staff using standard methodologies.* Responsible for the training of up to 150 end Users in the use, work-flow and business logic of systems.* Responsible for researching the impact of changing business requirements, new products or internal requests on systems.* Primary provider of system support, which involves monitoring systems using reports and monitoring tools and resolution of errors and inefficiencies according to the scope of authority and expertise. This task required closely working with Corporate Systems Analysts and providing them with detailed and specific data.* Responsible for the documentation and maintenance of service level parameters, business logic and workflow within the system.* Research and translate functional specifications to validate and ensure they meet business requirements.* Assist in defining project direction in partnership with Project Managers.* Responsible for maintaining and scheduling 24x7 on call support for systems issues. Show less

Managed a team of up to 5 Help Desk analysts.* Responsible for interviewing and hiring of technical staff to man a 7x24 Service Desk as well as Desk Side Computing teams and Phone support.* Responsible for the creation, design and implementation of corporate technology strategy in regards to end user equipment, software and peripherals.* Instituted Corporate recognized Service Level Agreements and Standard Operating Procedures for the Helpdesk.* Implemented a trouble ticket… Show more Managed a team of up to 5 Help Desk analysts.* Responsible for interviewing and hiring of technical staff to man a 7x24 Service Desk as well as Desk Side Computing teams and Phone support.* Responsible for the creation, design and implementation of corporate technology strategy in regards to end user equipment, software and peripherals.* Instituted Corporate recognized Service Level Agreements and Standard Operating Procedures for the Helpdesk.* Implemented a trouble ticket system in order to properly track, monitor and identify issues passing through the helpdesk.* Manage ongoing projects focused on increasing help desk areas of support.* Designed a call queuing system to ensure calls were taken in a timely fashion and routed to the most effective and efficient resource.* During this time I was responsible for advanced support roles, such as basic scripting on our red hat and Solaris servers and the monitoring of chron jobs on the same servers.*I also gained an in-depth knowledge of SQL and it application in reporting and data analysis during this time. Shell scripts sent via email and adhoc sql queries provided a large amount of the daily reporting we required out of our system. Show less

Responsible for the support of not only PC's and laptops/pen tablets but digital cameras, approximately 10 different printer models (mobile, home and multi-function), mobile and home/office units and anything else our inspectors might have a need for, such as docking stations, mice, writing tablets, etc* Lead technician and technical liaison with our software developers. Was called upon frequently to make decisions of import regarding current client's needs and how we might properly work… Show more Responsible for the support of not only PC's and laptops/pen tablets but digital cameras, approximately 10 different printer models (mobile, home and multi-function), mobile and home/office units and anything else our inspectors might have a need for, such as docking stations, mice, writing tablets, etc* Lead technician and technical liaison with our software developers. Was called upon frequently to make decisions of import regarding current client's needs and how we might properly work towards fulfilling those needs.* Responsible for the management of a large inventory of computing equipment and peripherals* Responsible for all corporate images and management of inventory, using Drive Image Pro, Ghost Enterprise, and a Logicube Solitaire Turbo duplication device.* Obtained Oracle9I Certified Associate certification during several projects assisting a DBA in our home office in Atlanta* Familiar with Exchange 2000 and Windows 2000 Server and their configuration as they fit into a corporate environment and am able to implement them as well.* I implemented a disk imaging system, which allowed us to create/replace laptops and/or desktops in a fraction of the time it took previously. Show less

Responsibilities in this position varied on a daily basis, however primary responsibilities focused around providing an exceptional level of customer service and supporting our product to the highest degree. * The main technical aspects of this position centered upon supporting network connections, which were installed in physicians offices and the equipment used to obtain data over those network connections.* The equipment could be composed of several different configurations but… Show more Responsibilities in this position varied on a daily basis, however primary responsibilities focused around providing an exceptional level of customer service and supporting our product to the highest degree. * The main technical aspects of this position centered upon supporting network connections, which were installed in physicians offices and the equipment used to obtain data over those network connections.* The equipment could be composed of several different configurations but mostly was comprised of CRTs, dot matrix and laser printers or a combination of the two. * Troubleshooting involved dealing with telephony and LAN issues and hardware troubleshooting could range from dealing with simply reloading paper on a printer to reprogramming a CRT so that it might receive or send information.* Other duties involve being the chosen representative in the office to handle all of the National Drug testing Associations accounts, which required a high level of professionalism, technical and analytical ability as well and the ability to meet service levels on a consistent basis. * Being awarded the handling of the National Drug testing accounts was a high achievement within the company as this was a highly sought after appointment. Show less

As a floor supervisor it was my responsibility to assist CST's who needed help and to attend to customers who needed a little extra help.* Call volume management, staffing and the balancing of the 2 was a major part of this position Managing wait times of our customers was a primary metric and was often measured in regards to our performance.* During the transition from @HOME to ATT @HOME, out call center took over 40,000 calls in one week. Because of the team work fostered in our… Show more As a floor supervisor it was my responsibility to assist CST's who needed help and to attend to customers who needed a little extra help.* Call volume management, staffing and the balancing of the 2 was a major part of this position Managing wait times of our customers was a primary metric and was often measured in regards to our performance.* During the transition from @HOME to ATT @HOME, out call center took over 40,000 calls in one week. Because of the team work fostered in our call center and the training implemented, we experienced an extremely low drop rate of .001% and our average call time was just over 1 minute. Successful first call resolution during this time bordered on the 98% mark. Show less

Duties while acting as a lead technician involved advanced troubleshooting of computing devices as well as their connectivity using the service as provided by Comcast.* Excellent customer service skills and troubleshooting skills were required for this position as it was 100% over the phone.

Provided over the phone technical support to customers.* Acted as a cable representative for our internet call center in times of low call volume. * During my time as a CST, I worked towards implementing not only internet support but cable support in times of low call volume. This was an effort to increase our customer service role and to gain a higher level of customer satisfaction

Bs/Mc, Information Systems - Database Management

Ba, Exercise Science/Psychology