Create Power BI reports for branches, contact center, and other departments. Reporting includes performance based metrics, quality, risk management, survey metrics, automation of department scorecards, stack ranking, weighted rankings, etc. Majority of Data for reporting housed on prem SQL and Azure cloud environment. Majority of reporting built via SQL, M, DAX. Extensive use of Power Query due to high number of sources on different servers. Heavy use on DAX to provide custom department driven insights (Dynamic scorecard rankings, Period in time comparisons, Call survey vs. Calls Handled, Day of Week distributions). Use Power Automate to move data not housed on servers. Knowledge of various data connectors, building Dataflows on web service, Managing gateway sources, custom tooltips, RLS, layering dashboard, Azure DevOps, Formatting visuals based on DAX measures.

Create/Manage Power BI performance management scorecards for over 400+ employees. Create/Manage Power BI performance management ad hoc reporting. Power BI knowledge includes: DAX, SQL, Virtual Tables, Measures, Relationships, RLS, webservice automation, Power Query Editor, Conditional formatting. Create/Manage Verint Impact 360 performance management suite for over 400+ employees. Impact 360 knowledge includes: VCT adapters, Source Measure adapters, data source groups/mapping, KPI setup/administration, security permissions, time collector adherence , scheduling, forecasting, ad hoc reporting, DPA, organization administration, coaching module, organization rules.

Provide user access to roughly 200 employees within the Customer Care department. Manage access to 25 – 30 applications (web-based, mainframe, local database, email, etc.). Local admin for several apps, local submitter/ authorizer on others. Monitor system updates and outages. Develop enhancements and create use cases for CRM software. Use SharePoint to facilitate user access demands. Create process documentation and “troubleshooting” guides for the department. Purchase hardware/software for the floor. Portion of role entails acting as a direct liaison between IT/vendors and Customer Care department.