o Create, automate, and maintain SQL server database sources including QA and Production environmentso Designed and continue to enhance Node.js web server and corresponding web pageso Develop customized on-demand reports utilizing Excel and SQL Server Reporting Services for Management Teamo Directly support Workforce Management team data needs, including Forecast Management, Schedule Generation, and Real-Time taskso Administrate, design, and enhance department SharePoint site including InfoPath forms and Workflowso Build personalized stand-alone applications for optimizing department processes and procedureso Coordinate with local and remote technical teams to lead application deployments and resolve technical issueso Systems administrator for Microsoft SQL Server, Windows Servers, Microsoft SharePoint, NICE IEX Workforce Management Software, Virtual Machines, and Web-Based Applications.

o Effectively work with two associates to efficiently generate and maintain 300 analyst schedules on a weekly basiso Manage real-time skill reassignment and offline activities to ensure service levels within the call centero Generate weekly and monthly reports for executive management review using SQL, Access, Excel, and PowerPointo Created and automated real-time statistics for operations leadership usageo Promptly address SharePoint request forms and process within service levels for department leadershipo Respond to real-time instant message requests from management and analysts

o Efficiently resolve inbound calls using technical expertise and universal knowledge databaseo Quickly mastered support procedures for over 4,000 internal programs and web-based applicationso Led web-based live chat support user acceptance testing and troubleshootingo Accurately and professionally document each call within HP Service Manager ticketing systemo Effectively manage time while identifying solutions for web portal incidents and requestso Simultaneously assist multiple customers via live chat support systemo Manage and respond to abandoned live chat and web submitted tickets

Contractor working for UnitedHealth Group as a Technical Support Analyst

o Handle incoming support calls and document each thoroughlyo Enhance and maintain an internal Knowledge Base help systemo Provide support primarily for PC software using Windows 2000, NT, XP, and Vistao Mastered four proprietary systems and six internal systems to properly assist consumers and retailerso Programmed and supported automated authorization system

Worked one-on-one with customers regarding problems, questions, and special orderingMonitored and maintained the store's online communication systemOrganized and followed up with issues and orders for all customers