Phil Norris Email and Phone Number

• Use MSSQL and Oracle to create ad hoc reports regarding medical claims, providers, and enrollees • Create and modify self service reports for department use. Reports in Excel, SSRS, hosted on sharepoint, and in various in-house systems• Control and monitor client access to levels of data details to comply with HIPAA and contract privacy requirements• Participate in code review and user acceptance testing of reporting to provide controlled deployment of protected health information• Provide training for business units/partners on software and reporting tools such as Excel, Tableau, SSRS, and manual SQL querying

• Write advanced queries in MSSQL to answer daily ad hoc requests and questions from marketing/merchandising teams and executive group. Optimize existing queries and reports to better serve the teams who use them• Create self-service data driven reports from SQL queries using SSRS and Power BI to match internal customer expectations• Work with the Data Warehouse team to identify queries that may be affected by table/data alterations and preemptively update queries to prevent broken reports• Identify trends, behaviors, and accurately report financial totals with site activity data, sales information, and internally calculated aggregates for user base• Plan/Execute/Monitor A/B testing on the site through internal tools or Optimizely experimentation application. Perform significance testing on results to verify impact• Use Excel, Power BI, Tableau, SSMS, SSRS, and other tools to effectively display data into intuitive dashboards and reports• Provide training and evaluation of new analysts. Manage workflow, assess progress, and provide milestones for success to improve skillset and build good working concepts to communicate with managers and other teams who have requests

• Familiarity with the Agile work environment and related suite of applications• Assisted in creating and maintaining documentation using Confluence• Documenting troubleshooting process and tickets in a clear manner• Handling emergency and high priority issues in a live environment while collaborating with an escalated support team• Completed two Microsoft exams to obtain MCIT: Desktop Support Technician certification. See credentials

• Assist in datacenter operations in regards to alert monitoring, building walkthroughs, physical security, and air flow• Created and maintained documentation regarding process and customer applications• On site and remote support of servers, desktops, laptops, and voip devices for residential and business customers• Management and provisioning of virtual machines through VMware.• Worked with engineering team in identifying zero day bugs and issues that affect both production and proof of concept environments

• On-site and in-store troubleshooting of hardware and software issues of client computers both working alone and under supervision.• Detailed logging of all troubleshooting performed and work completed.• Answered phones, performed QuickBooks data entry, customer callbacks, and completing invoices.• Worked in several networking groups, attended networking events, and participated in many organizations designed to promote local business.

• Inbound and outbound calling to troubleshoot any technical issues for end users from peripheral installs to software malfunctions to roaming profile errors• Extensive troubleshooting and documentation within a ticketing database• Part of several special teams including data entry/processing, remote desktop management, training, and multiple specific outbound calling groups to repair enterprise wide issues

• Creating, organizing, and tracking all invoices filled out and received• Onsite, over the phone, and remote support of personal and office computers including backup systems and servers• Peripheral support of drives, network/local printers, as well as other equipment

Worked on site at Hewlett Packard in life-testing printing engines not yet released including print quality testing and hardware errorsUsed basic troubleshooting to define errors and isolate issues