James Morrison Email & Phone Number

Bath, England, United Kingdom

Somerset, England, United Kingdom

Management Information & Database Developer• Requirement collection design and delivery of various management reports across various reporting tools including Power BI, Microsoft SQL Server Reporting Services, and various versions of Business Objects.• Summarisation of key performance indicators from key management reports to be viewed in PowerBi on screen and through mobile devices to facilitate remote access to data. • Migration of reports between Business Objects Versions• Reverse engineering of reports in Access and business specific systems to recreate queries and reports in SQL Server Reporting Services or Business Objects. • Design, Setup, and Implementation of business specific Business Objects universe using Universe Designer and migration to Information Design Tool.• Creation and implementation of reports from various database solutions including Prima (order management and product development tools), Open Accounts (accounting tool), Manhattan (warehouse management tool), Hybris (till system), Sales Force (customer relationship management tool).• Scrutinising data to determine key metric definition to allow recreation in alternative/replacement reports.• Creation and scheduling of processes to manipulate and deliver complex data metrics to facilitate report requirement delivery to senior management stakeholders. • Advising users of report tools to ensure a consistency of understanding across all business areas. • Writing and Delivering training on new versions of Business Objects to enabling users to “self-serve”.

• Migration of report suite from MS Excel into a SQL Server Databases and reproducing reports in SSRS.• Imported VXML Files from FTP servers into SQL Staging tables and manipulated the data to arrive at meaningful information for reporting.• Interrogated databases to gather performance information to be distributed to Outsourcers via FTP using SSIS.

• Migration of report suite from MS Excel into a SQL Server Database.• Produced and updated reports in various applications working to short deadlines in a very fast moving industry.• Developed user friendly reports in SSRS concentrating on data integrity but also with a good grip on formatting and aesthetics.

• Chaired team updates and assigned and tracked the progress of the team workload.• Appraised individual Team members and discussed team and individual objectives and development areas.• Single point of contact for key business stakeholders.

• Involved in routing changes to optimise centre performance. Advised key managers of possible improvements, giving suggestions and accurate hypotheses as to the impact of the changes and took ownership of the change until completion.• Produced and updated incident call identification and recording processes.• Involved in the introduction of a new database solution to record centre workloads. Including the definition of requirements and gave advice as to how these requirements could be achieved effectively within the database design.• Gathered requirements for intra-day performance data and automated a complex process so the stand alone reports could be produced accurately and consistently.• Worked as part of a team to achieve an in-house ‘Real-time’ viewer of the centre’s performance to automatically update and display in a web page. This was so successful it was rolled out to key managers across the business.• Used predefined requirements to design and produce performance report suite. From the requirements: defined and documented key measures to aid the formulae design within the report and improve understanding for report users.• Designed and rolled out a training session of the performance suite to team managers covering the use of the tool, defining key stats and optimisation metods.• Used SQL Server (union queries, table joins and case statements) to produce reports outlining customers who were repeatedly calling the centre for publishing to Service Experience Team and Director level.• Designed a complex solution to calculate a realistic number of calls offered to the centre. Using complex Crystal reporting, logic statements and formulae to identify calls which were offered to the ACD but didn’t subsequently queue to agents, so they could be excluded from Service Level calculations.• Automated production and distribution of Daily Performance reports suite.• Automation of further reports, including training and roll out to colleagues.