Dwayne Harris Email & Phone Number

Lithonia, GA, US

DC, Washington, US

* Generate reports both qualitatively and quantitatively, per request of the UNCF staff. Conductqualitative and quantitative research on issues related to Patterson in reference to the students attending an HBCU institute and all institutions. Synthesize data and information from various sources and develop insight and recommendations and convey the.

Atlanta, Georgia, US

• Set up users on the Accela System, giving end user rights to modules (Building, Fire, Planning and Enforcement) per their job description.
• Completed assigned trouble tickets that the end users of Accela would submit. Trouble tickets were measured per the allotted SLA’s time to complete.
• Created the application on the citizen’s Page that allowed customers to apply for a Short-Term Rental License.
• Provide customer assistance to applicants who have problems applying for the Sort-Term Lease Rental application.
• Created workflows in conjunction with applications on the Citizen module of Accela.
• Created various reports from the Accela database using Crystal Reports, SQL Server MS and Accela AdHoc Reporting.

Atlanta, GA, US

* Gather organized, analyzed, and reported data related to pupil transportation services.* Provide quality analytics to management * Compile data from multiple sources such as raw data, web, route data, GPS data, etc. * Determine and help establish KPI's, metrics, and targets to increase operational & financial performance* Conduct briefings and prepared.

Atlanta, GA, US

• Participated as a member of the IT Service Delivery Team track 100K devices: Laptops, Desktops, Phones, iPad’s, tablets and access points.
• Provided a central POC for tracking assets, tickets and issues.
• Used NIMBUS ticketing systems to house assets. Entered, updated and generated data of all assets for data analysis.
• Managed and maintained the tool tracking software GigaTrak for assets across APS district. Used to keep an accurate count of any assets checked in and out as well as maintenance needs.
• Used MS Access and Tableau to generate data of asset information as a means to report on and track assets that were nearing the end of life warranty end date. Generated monthly reports for upper management detailing.
• Used Excel VBA to create and run macros to cross reference assets across the school district verifying asset location utilizing NIMBUS asset database.

• Maintained and managed 2 database systems: Northstar and New World (LOGOS/.NET)
• I performed various helpdesk tasks when needed (i.e. printer, PC’s, fax machines). Tickets were submitted in the BOSS ticketing systems.
• Generated ad hoc reports for various departments upon request. I used Cognos, MS Access, Crystal Reports, Microsoft ODBC Query and Report Builders to generate the reports by creating SQL queries.
• Created an automated database that kept a track of all the daily transactions of the utilities, business licenses, permits and taxes. With the automated database I created I was able to create a series of reports to.
• Keep maintenance schedule log of the database systems that is currently used by the College Park staff: NorthStar and New World (Logos/.NET), and Accela. I routinely refresh databases quarterly.
• I administered all ID’s and create profiles of new employees for both of the systems as well as maintained the profiles of the city staff and grant access to various functionalities to the systems per requirement.

• Weekly and monthly data collection, data analysis, and SLA reporting for Service Delivery team using Business Objects Infoview and Microsoft Excel.
• Create BO Infoview reports.
• Weekly data collection and data analysis of Service Activations reports from Infoview and Excel. Reports completed 100% on time and sent to Billing team.
• Weekly collection of Remedy Helpdesk tickets for monthly SLA outages processing. Calculate SLA credits for customers in Excel and send reports to Billing team by deadline.
• Created NOC Dashboard which tracked monthly all of the activities of the NOC team as well as CSA’s.

Atlanta, GA, US

* Kept track of all of the Renewal Offer Letter sent to the insurers whose policy is set to expire. * Created and maintained a report to show the % of the Renewal Offer Letter being sent out daily, weekly monthly and year-to-date. * Validated and reconciled that all companies documents were being sent out to the insures in a timely manner.*Manually rated.

Shenzhen, Guangdong, CN

• Collect and analyze data retrieved trouble tickets from Remedy database and supporting systems on a daily basis.
• Produces adhoc reports (via SQL, Microstrategy, OBIEE, Access, and Excel), analyzes data and develops business cases. Identify the repetitive pattern and eliminated the issues at the root level preventive re-occurrences.
• Create a monthly report (Excel) which entails keeping metrics of all trouble tickets; which included calculating the SLA and KPI’s of the trouble tickets.
• Create a database which housed the trouble tickets which enabled me to report on the daily, weekly and monthly ticket activities.
• Develop daily, weekly and monthly metrics of the trouble tickets (Open and Closed).
• Create an interactive dashboard and scorecard, using Xcelsius, of all of the trouble tickets which was shared with senior Huawei and upper Cox executives.

• Created a TEM Report (Time, Expenses and Mileage) template in an Excel spreadsheet for the DELL technicians to use to report their weekly activities out in the field.
• Created a weekly and monthly financial expense report of all expenses occurred by the technicians by Metro area.
• Gathered each TEM report at the end of the week from the technicians and Metro Managers and compiled a summary of the total weekly and MTD metrics for reporting.
• Created a database in MS Access and compiled the TEM reports for reporting and data analysis per request by the Program Manager.
• Programmed data from the REMEDY data and generated reports of all tickets submitted (OPEN-CLOSED-PENDING).
• Created a dashboard in Xcelsius to trend all metrics and activities of tickets submitted. The following are the items I created for the dashboard:1. IMACD Summary2. Break/Fix Summary3. Overall Scorecard4. Ticket.

• Compiled data from the REMEDY v.7 database using Crystal Reports 2008 and ACCESS to track all ticket activities companywide for any Help Desk related tickets that were submitted.
• Designed and created an interactive scorecard and dashboard using Xcelsius 2008 that highlighted daily, weekly, monthly and YTD trends across all market sites and regions that handles HELP Desk tickets.
• Created a data source in Excel that was generated from ACCESS and Crystal Reports 2008 to generate and feed automatically into Excel spreadsheets. The spreadsheet was the main data source for updating the scorecard and.
• Extract and collate all data to be used to report on service performance. Data was collated daily, weekly, monthly, quarterly, and annually.
• Met with the Solution Delivery and iNav teams at the headquarters building as well as the field offices to gauge the metrics that were needed for the dashboard..
• Run monthly volume reports using value system in order to track andmonitor volume performance.

Oakland, California, US

• Worked closely with the Compensation Manager and her team to develop HR and Financial (Oracle) reports.
• Created and compiled reports using PeopleSoft, SAP (HR module), Kronos and Business Objects XI to track all employee activity to gauge how the database was built.
• Created reports using PeopleSoft for forecasting the salary and compensation budgets.
• Developed an automated database application in ACCESS for Compensation Team in HR where the front end is Access and the back end is VBA (VB Scripts) so that the Compensation team can extract reports: attrition.
• Created complex spreadsheets with formulas to accurately calculate merits and bonus payouts. Also worked with claims to calculate benefits.
• Created a database in MS Access that housed all financial information for all employees.

Atlanta, Georgia, US

• Produced and published operations activity and performance reports using Crystal Reports XI.
• Support all created reports on Windows 2003 server environment and Oracle database that was the back end for the REMEDY database.
• Support Operations process engineering in defining, tracking and reporting on key Operations process metrics.
• Produced and published standard weekly and monthly Operations scorecard using Business Objects XI and Xcelsius.
• Created reports from REMEDY to track daily, weekly and monthly completion of Service Event tickets for various departments. Also tracked the MTTR/MTTA time it took for tickets to be completed.
• Created front end OLAP applications in Excel (data source) for the use of the data warehouse that housed the data and metrics for Core Services of EarthLink.

Dallas, TX, US

• Learned the database structure (Oracle, SQL and People Soft) and environment (UNIX) and alter database structure or environment to accommodate reports generation using various Operating Systems (Windows NT/ 2000 – MVS.
• Compiled daily and monthly ad hoc reports from in-house employee database and developed applications by using all aspects of MS ACCESS, Crystal Reports programming (v8), via Seagate Info v7 and People Soft.
• Supported existing HR reports by extracting data using MS ACCESS, People Soft (v8) databases on an LAN/WAN and client server environment which included creating new reports and assisting end users with ad hoc query.
• Developed the department’s DATA MART for data warehousing so that all end users could create their own reports from in-house employee database in People Soft.
• Developed databases from various applications: MS ACCESS via MVS, ODBC connections and SQL Server 7.0 and other relational databases (AS/400 and COBOL), which included table structures, data mapping and database.
• Developed databases, queries and tables using MS ACCESS and imported/exported results to/from EXCEL (spreadsheets, templates, pivot tables and formulas) WORD (documents, macros and graphics), and ACCESS files for.