• Security Officer, Data Analyst, and Business Intelligence Developer for the lead homeless services agency in Pinellas County. Uses SAP BusinessObjects with WellSky’s Community Services database (ServicePoint), also known as the Homeless Management Information System.• Plans for mitigation, response, and recovery for data breaches as the agency handles a large amount of personally identifiable information (PII).• Provides desktop support for the agency through Zendesk software. This software is also used for monthly reporting on helpdesk proficiency and agent performance. Support includes custom reporting, template creation, hardware support, OS support, and database systems support.• Liaison for the Data and System Performance Committee. This committee provides data governance for the entire Pinellas Continuum of Care, which includes but is not limited to data quality, accuracy, visualization, and consistency.• Handles report training for internal and partner database end-users.

• Managed the AEFAP program and Homeless Helpline which included training staff on program-specific procedures, supervising four AEFAP Specialists, as well as fostering relationships with service partners.• Created documentation to assist call center staff with the VOIP phone system and audio troubleshooting.• Developed training courses for four Supervisors and the Call Center Manager to train their staff in new quality assurance processes. These processes ensured a unified message for 20+ call center agents.• Provided monthly reporting using ServicePoint (Community Services) and NICE inContact as well as chaired monthly status meetings with the primary program funder.• Provided helpdesk support for remote call center staff including both hardware and software support.

• Retained by The Harris Poll after the custom research division was purchased from Nielsen while continuing all responsibilities of a Nielsen Project Manager/Senior Research Analyst.• Worked on resource services, managing sample vendors for online research learning. Decipher used for survey programming and minor reporting as well as an introduction to Salesforce and TaskRay.

• Retained by Nielsen after the purchase of Harris Interactive while continuing all the responsibilities of a Senior Database Administrator as well as becoming the single point of contact for the global IBM project. This was the longest running, single-vendor, market research project in IBM’s history, lasting 23 years.• Invoice tracking, vendor, and integration management.

• • Retained by Harris after the purchase of Total Research.• Developed and maintained the primary relational database for a large, international IBM project.• Assisted in managing a worldwide vendor network consisting of Executive Interviewers and Independent Research Companies. • Managed the North American Executive Interviewer team directly, a four-person team remotely located across the continent.• Generated, implemented, and maintained reporting as well as process guidelines for the worldwide network, creating all Excel, Word, and PowerPoint templates required for the project.• Provided in-office Help Desk support including hardware support, software support, and managed data feeds as well as reporting directly to clients.

• Provided Help Desk support for a facility of 100+ employees. This included support for Microsoft Office Suite (Word, Excel, Access, PowerPoint), Windows Operating Systems as well as the CATI/CASI Operating System. Managed a cati/casi server on an IBM AS400 and developed manuals published for in house use. Trained facility on cati/casi usage using personally created curriculum and documentation.• Worked as a data hub for a Microsoft research project which involved regular data integrity checks and vendor raw data feed management.

• Conducted several different types of research for Fortune 500 companies. • Managed a phone room of as many as 50 interviewers.