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 information through tables, graphs, and other visual representations. Tools used are Salesforce, R Scripting, IPEDS, Power BI and the Internet (Google Chrome for research purposes).* Perform statistical metrics to produce annual reports, for example, Institutional Metrics, Internal Fact Sheets, Impact Statistical dashboard , and Impact Statistical Fact Sheets for all major/metro cities* Take lead on independent initiatives, plan and drive multiple projects to completion ( Pushing Above Their Weight)

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. • Set up report templates on the PRODUCTION and SUPPORT server for end users to create their own reports.

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 comprehensive reports to keep managers and executives advised of project plans and progress while communicating findings and recommendations* Focus on process improvement to increase workflow efficiency and effectiveness by identifying root-causes* Create reporting tools and dashboards using Tableau to assist management* Extract, modify, and create databases in SQL Server* Assist with the implementation of data integration of multiple databases* Document and evaluated processes using process mapping and lean six sigma tools to identify and eliminate waste.* Work cross-functionally with Human Resources, Maintenance, Facilities, Information Technology, and outside vendors to complete small to medium sized projects*Act as the project lead in implementation of projects related to operations*Gather business requirements, surveys, voice of the customer, conducted interviews, determined project scope, fostered change management, and conducted briefings to strategize plans to mitigate projects’ risks*Develop mitigation responses and strategies to address project risks to ensure project falls within scope and budget.

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 when assets were due to for upgrades or refreshes. • Used Excel VBA to create and run macros to cross reference assets across the school district verifying asset location utilizing NIMBUS asset database. • Updated and maintained contract renewal database with pertinent information: financials, expiration dates, and documents.• Used Tableau to track and report on all outdated assets (DELL and HP) for depreciation value before making obsolete.• Respond to requests from asset owners, managers, developers, and team members for specific IT information as it pertained to assets.• Developed and documented a technology refresh cycle/policy and the returning of assets at the end of the school year.• Performed periodic analysis and management reporting of key metrics such as software compliance risks, software optimization or cost reduction opportunities and application rationalization opportunities etc.• Performed administrative tasks as required to maintain accurate records, including entering and updating support requests, checking and responding to voicemails/emails and relevant paperwork. Produced and responded to compliance report requests.• Achieved my certification for CSAM (Certified Software Asset Management).

• 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 show the amount of revenue that was collected daily and was able to generate reconciliation reports of the bank deposits made daily.• 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.• I kept track of all assets (PC’s, laptop, Cellphones) in the BOSS helpdesk ticketing system. • I was the lead project manager in tagging every piece of equipment throughout the city. Once tagged I was able to generate reports to show where all assets where located per department. Any equipment that was no longer in use was recycled.• Implemented online eSuite HR portal that allowed employees to access personal and payroll information. • Perform daily and monthly maintenance of the systems NorthStar and LOGOS.NET to make sure both systems are functioning and operational.• Responsible for database upgrades, backups and support. I also performed analysis and made recommendations regarding database and server upgrades and recommended network related equipment & software.

• 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 policies to insure that they are being rated accurately.

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. • Also within the dashboard and scorecard I was able to produce a report to the NOC Manager how well the NOC Techs were performing; if they were meeting the SLA targets (Response and Restoral Times) and the Key Performance Indicator (KPI) to determine if a ticket was “Met” or “Missed”. The dashboard and scorecard also help to determine staffing by shifts for peak hours.• Created a NOC Tech Status report using Crystal Reports to show how the NOC tech are progressing daily, weekly and monthly.• Create an overall automated application using MS Access as the front end and VBA as the backend. This application was created to keep a track of all incoming tickets which allowed the NOC manager and other Managed Services managers to provide analysis and notes of each trouble ticket. Also several reports were created from the application as needed in reference to the trouble tickets from Remedy.

• 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 Volume5. Daily Status Report6. Open Tickets7. Closed Tickets8. Aging Tickets9. MTTR (Mean Time to Repair)10. SLA % Report (Weekly-MTD-YTD)11. KPI /KBI12. Targets vs. Actuals forecasting• Created an automated report of the new tickets that was submitted daily. A macro was created to have that report sent to senior management daily.• Each dashboard was put on the DELL website for review by Senior Management. A hyperlink was created for easy access to view the report and placed on SharePoint.• Created a map in MAPPOINT of all of the states agencies with the highest volume of tickets.• Kept a database in MS Access of the activities of the WFC (Work Flow Coordinators), whose job is to dispatch the tickets submitted in REMEDY to the technicians. I reported on how many tickets each WFC dispatched weekly as requested by the WFC manager.

• 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 dashboard using Xcelsius. Use SQL to change the statements in Access as needed.• 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.•Gave weekly updates when completing a reporting initiative of the dashboard.•Gave a weekly status report of other metrics that are reported by other departments and how it relates to the development of the dashboard.•Created an automated process for the dashboard to run in Crystal Reports XI.•Exported the overall dashboard in PowerPoint and created links of the dashboard to be viewed by the entire Delivery Solution teams’ web-based intranet by creating a hyperlink of the dashboard using Front Page by creating HMTL links.Tracking and trending of metrics for calls and transactions and collection of SLA (Tickets that were met or missed) and OLA 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 activity, merits, bonuses and compensation within the company.• 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.• Create an employee profile in MS ACCESS that keeps track of all employees that has ever worked for Kaiser Permanente.

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.• Created a weekly, monthly and year end report of all assigned Remedy tickets completed by the On-shore and Offshore employees.• Developed group website using Front Page and Dreamweaver and published all of ITSM reporting information making use of Operational internal portal and other venues.• Compiled weekly and monthly DSL and Keynote-Compuware for reporting analysis.• Developed and implemented QA processes using ACCESS and Siebel v. 7 to control the flow of entry of data in REMEDY.• Created a process that allowed full self-service to generate various reports (DSL, Keynote and Voice. Created application in ACCESS for the end users to create various report: daily, monthly, quarterly and yearly (DSL, Keynote and Voice).• Created documentation to guide the self-servers how to create various reports based on the internal application I created.

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 – AS/400 and DOS). • 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 report requests. • 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 maintenance and queries. I used MS Access and SQL Server7.0 command to query databases for ad hoc reports. • 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 report analysis and distributed to customers via e-mail. Created weekly, monthly and year -end reports of all HR related activities (employee information, payroll, hires, terminations, retire, LOA, sabbaticals, headcounts, etc.)• Developed monthly financial reports (GL, AR and AP) programming in Visual Basic (MACROS) and MS ACCESS for the Finance and Accounting Departments of BellSouth. • Provided Help Desk and technical support for all end users who created their own reports using various programming tools, applications and other software packages.