Rita Michail, Bsc Email & Phone Number

Greater Toronto Area, Canada

Toronto, Ontario, Canada

Toronto, Ontario, Canada

I am seeking my next career challenge as a Database Administrator or Database Analyst where I can assist my new employer to manage large volumes of data and leverage my analytical and data management skills.

Toronto, Canada Area

Worked with TELUS division that supports telecommunications systems for major clients including CIBC. As part of the Database Administration team, I reported on CIBC call data, collected business-critical information, and created customized reports for CIBC stakeholders. Identified telecommunications traffic volumes and challenges, and made recommendations to ensure adequate coverage. Recognized, analyzed and shared trends with CIBC management.• Designed, developed, and maintained many C++ and C# applications and SQL server databases to collect and analyze all incoming and outgoing calls for 1100 CIBC branches. • Maintained/modified web-based and VBA applications to track Call Centre Agent performance, meeting all SLA’s.• Worked closely with vendor during customer phone system migration; ensured new phone system reports aligned with customer requirements. Project included completing an extensive analysis on previous system applications.• Built, implemented, and analyzed test cases, confirming integrity of the data collected and call analysis report.• Created and scheduled 2200 monthly branch call management reports using custom-made applications, helping each branch monitor and make decisions about call centre performance.• Wrote numerous SQL queries to analyze line traffic. Generated ad hoc customer reports (SQL SSMS).• Produced a 4-year call analysis report for all CIBC branches that covered 2 different phone systems; used various C++ and SQL applications. Client used this information to change their call-handling system. • Managed multiple server applications, ensuring proper communication with phone system for call data retrieval.

Toronto, Ontario, Canada

Generated custom monthly and quarterly reports (using Access DB, SQL Server, and Excel) for TD Canada Trust (1100 branches), CIBC (1100 branches), and Revera Retirement Homes.• Designed numerous custom reports such as historical call data and call-handling system analysis using C++ and VB.Net.• Ensured all call data was collected from branches and was valid by performing daily checks.• Automated customer-mandated reports of Telus performance (addressing telecom issues) using Excel, C++, and VBA.• Provided client with reports for evaluating and analyzing Telus Call Centre performance on answering client calls.• Developed report to evaluate employee performance, utilized for yearly performance reviews. Data was extracted from Avaya CMS Supervisor and Telus DOS-based ticketing system.• Developed VBA Macro that helped Contact Centre employees be more efficient when entering tickets into ticketing system.• Collected seven years of historical data for a client migration to a different platform. • Modified current C++ application to perform the task, meeting client requirements.

Toronto, Ontario, Canada

• Built various tools, such as Macros, to automate several MS Access and Excel reports; used Visual Basic and SQL. Examples of reports: Price Check Report (run daily) and Pricing List Update for certain vendors (run monthly).• Made changes to web-based applications (e.g. company intranet) using ASP.Net.

Toronto, Ontario, Canada

Originally hired by Wardrop, now known as Tetra Tech.Created and maintained databases (MS Access), used by 30 Engineers for a $2M project. Built tools within a database, helping engineers track their own progress on the project. Developed tool to extract summary reports to monitor project progress.• Designed stored procedures (SQL) for a project estimating tool.