Kelly Haithcock Email & Phone Number

Greater Orlando

Orlando, Florida Area

• Served as Product Manager and Product Owner for internally developed application, Global Support Center (GSC)
• Managed a team of 5+ people (contractors, too)
• Managed monthly deliveries of updates to owned application
• Worked on and delivered application from early concept through launch to production and 4+ years of enhancements and support
• Demonstrated and elicited feedback from company presentations (town halls, tech talks and demos to internal groups)
• Subject matter expert on our production environment, and lower environments for an application we custom built/designed for internal colleagues

Lake Mary, FL

• Lead BI Analyst responsible for designing and creating reports for Operations teams within multiple programs and working as the team lead.Responsibilities include, but are not limited to:
• Perform proactive data analysis, identifying operational improvement opportunities, and makes recommendations to business based on findings.
• Analyze program data and gather reporting requirements
• Build queries and stored procedures in SQL (both SQL and Oracle) for reporting data to use in MS SSRS or Tableau for display/presentations.
• Continually monitor and utilize SDLC for the creation of the reports starting with requirements through UAT
• Responsible for monitoring and addressing any issues with the reports or subscriptions and ensuring the reports deliver as needed and are accurate

Orlando, Florida Area

• Responsibilities included, but were not limited to:
• Directing/Coordinating activities of workers involved with analysis of service level and business reports for 14 clients.
• Planning and directing the compilation and updating of reports and utilizing knowledge of reports inventories, usage, distribution, frequency, and operating practices.
• Coordinates activities of personnel engaged in reports analysis, such as determining necessity of report, simplification of reports format, increasing content effectiveness, and reduction of processing costs.
• Plans and directs activities intended to develop new or revised reports format, utilizing knowledge of principles and techniques of information and documents management.
• Analyzes and evaluates staff recommendations and approves implementation of changes, utilizing knowledge of reports analysis and standardization, managerial processes and systems, budgetary limitations, and.

• Liason between the stakeholder community/user community and the development teams to achieve optimal client solutions.Served as the lead on the team, making sure that deliverables are completed, accurate and on time.
• Maintaining and managing reporting services within MS Sharepoint 2007, integrated; includes publishing reports and managing user permissions
• Develop and enhance the reporting environment and implementing any new requirements based on user requirements or enhancements to databases. Includes technical design, coding, testing, debugging, documentation and end.
• Gather reporting requirements from customer meetings, ad hoc requests, types of questions that are asked
• Develop reports using Microsoft Reporting Services platform (SSRS), MS Excel, Pivot tables and other intuitive graphical add-ons
• Design layout of reports and determine the best way to present data to end users

• Responsible for planning various areas of testing including: data migration, operational readiness, and performance testing.
• Includes coordinating the following activities with technical resources - Windows and Unix infrastructure testing, validating backups, monitoring, high availability/failover for standalone, clustered and virtual.
• Design, plan and coordinate problem and change management processes testing for new clients;
• Working directly with the project management, technical resources and client to plan testing activities.
• Completing status reporting to project managers and upper management utilizing MS Project and other office products to provide status reports and risk/issue management
• Responsible for coordinating testing resources for execution of testing.

• Conversion/Implementation Services –
• Research, analyze and resolve data conversion issues during full life cycle conversions from legacy billing systems to company owned client server billing & customer care system.
• Primary liaison between the client and programming team responsible for data mapping, online data appearance, assessing data impacts and analysis of enhancement packages, assessing client needs, data validation.
• Functional areas of responsibility include Billing & Rating, Roaming, and Customer Maintenance. Point-of-contact for Billing & Rating impact analyses.

Worked as a CSR for Alltel Wireless in the after hours call center. Started working in the technical support for cell phones after 6 months of working the standard calls. Technical support was responsible for working with users to validate/verify ESNs and correcting issues with service.