Jean Bonham Email & Phone Number

Wausau, Wisconsin Area

• Headed reporting team portion of a project which culminated in the successful insourcing of the entire IT Global Service Desk within a very aggressive timeline
• Implemented Excel-based reports for the IT Global Service Desk and Request Management organizations based on HP Service Manager, Avaya CMS, Avaya AIC and Qualtrics surveys
• Developed and administered a SharePoint site for publishing IT reports
• Collaborated with cross-functional organizations to comprehend reporting business needs
• Worked with data architects to identify key tables and fields from multiple IT tools to load into the Enterprise Data Warehouse
• Developed SQL data extracts

• Designed and delivered client-facing and internal reports for General Motors Service Request Management contract using Excel and PowerPoint
• Retooled reports to maintain data integrity during consolidation project of 15+ request management systems into 1 system
• Programmed VB macros (Excel) for report automation
• Reverse-engineered, documented and simplified legacy MS Access databases
• Reviewed key metrics with clients on a weekly basis
• Produced ad-hoc reports in SQL and Excel on frequent basis to quickly respond to operational inquiries

• Lead data mapping/collection project of ticketing systems used by the EDS Service Desks to support 500+clients and produced a common set of meaningful operational metrics
• Collaborated with team members and data SME’s globally to design the data mart with consideration for data residency and privacy
• Developed ETL jobs to populate data mart
• Worked with report developers to validate and optimize report output and design

• Developed and standardized daily, weekly and monthly report packages for 200+ North America-based Global Service Desk clients using Excel and PowerPoint
• Consistently delivered accurate client reports ahead of contractual timelines
• Acted as liaison between Service Desk operations and report developers to translate business requirements into technical requirements
• Produced ad-hoc reports frequently for both client and internal analytics
• Developed Crystal reports based on Vantive CRM tool for contractual and operational purposes for General Motors
• Migrated General Motors Service Desk reports from Vantive to Peregrine Digital Workflow Service Center successfully and on time despite aggressive contractual schedule

Lansing, MI

• Performed troubleshooting and resolution of software issues by phone
• Maintained detailed documentation of customer calls
• Earned Microsoft Office User Specialist (MOUS) certification
• Mentored new agents