Owner, brand manager, social media specialist and product designer.

Responsible for building and maintaining SQL reporting platform for Voice of the Customer survey servicing Collection and Fraud departments. Platform displays real-time executive level results for all markets (Domestic and International) covered by American Express.Commissioned to build this platform in effort to save 60 man hours per monthNew platform displays real-time results in lieu of monthly excel reportingETL data transfer from Representative metric platform to new reporting platformRecreated original excel report in SQL with enhancements including Filters, Views and GraphsSaved man hours then spent on reporting enhancements American Express business leaders attribute 2017 excellence in satisfaction survey to real-time highly actionable results from new reporting system.

Lead a team of Server and Desktop Support at two of IBM’s largest support contracts: American Express and Alcatel Lucent. Supporting Windows Server and Active Directory services. Operating System imaging and support. Maintained highest level of quality and service in all professional relationships with Alcatel-Lucent during IBM’s decommissioning of the Phoenix Support Service Center. Implemented two test environments for VoIP using Asterisk open source system. Lead a twenty plus team of technicians during a global technology refresh. Re-engineered the worldwide process allowing the team to shrink from twenty plus people to four total technicians while improving speed to refresh and customer satisfaction.

Built and documented Representative, Team Leader and Network-level metrics. Built automated reporting using SQL and SAS. Liaised between the Fraud Department and Management Information Team to ensure proper metrics were reported. Develop backend data storage solution for internal metrics involving year to date and month to date call inventory, International Quality Metrics, Suspected Fraud Scorecard, Rep statistics and adhoc data for temporary reporting. Create multiple manual scorecards for the high level management, working toward automation.Systems analyst in charge of performing Risk Analysis of business critical technology processes. Identification of issues and gaps in processes and work to successful remediation. Understand and assess technical processes to clarify risks and requirements for leadership. Implement manual and automated audits to monitor and evaluate risk. Use SAS/SQL programming for data analysis and automated report creation from multiple data points