Steffan Ziegler Email & Phone Number

• Establish and maintain SOPs, polices and working guidelines accurately as they relate to internal quality issues, and recommend process improvements and best practices.• Gather and analyze quality statistics to determine trends and document findings for management.Participate in team meetings and other consultative meetings if necessary, to keep track of issues, activities and implementation of decisions, as well as provide procedural information and updates as needed.• Conduct document control and review activities for statistical reports, individual and team monitoring, and various other project or initiative specific documents, etc. for consistency and acceptable standards and practices to ensure PAH Pathways is in compliance with internal standards.• Assist in the activities for internal audits to implement and participate in internal training on SOPs and Guidelines to insure staff has the appropriate understanding of QA systems.

• Construct refreshable reports and calculators that tie into databases to collect data on various workload and performance metrics. Charted and presented results to management in an easy-to-digest format.• Review system requirements and construct validation tools in MS Excel using formula and Visual Basic for Applications (VBA) that utilize active connections to SQL databases to determine if client databases are functioning as designed.• Troubleshoot any discrepancies found to determine if the errors are the result of incorrectly processed database changes or are system design issues.• Work with project managers, software developers, system testing and data managers to determine solutions to discrepancies. Consulted with internal/external customers to assist with building queries and reports to help to identify patterns and trends in data.• Develop and implement methodologies for mining historical data with mathematical methods under the direction of UBC Biostatisticians.• Provide internal UBC teams with metrics, reports and trending information. Serve as primary contact for data mining, SQL reports building, Excel functionality.• Ensure timely communication of scheduling/capacity issues, including data reporting/analysis delays, workload, scheduling, execution, and trouble-shooting escalating issues to appropriate resources for resolution.

• Evaluate Data Management requests on a system level to proactively identify opportunities and methods to improve product/support• Continually maintain and upgrade all Data Management Procedures and related documentation• Evaluate and review Data Quality Analysts in the Data Management team• Gather, evaluate and report Data Management metrics to UBC management• Train and remain current on all present and future client databases• Train and update other Data Management personnel on new systems or newly emerging issues• Coordinate Data Management department plans • Act as a Data Management point of contact for interdepartmental communication and cooperation• Assist Data Management with ad-hoc data-related projects as needed, such as tools development and process improvement

• Verified SQL database contents and changes using source documentation and the database audit trail.• Verifed structure and content of client-requested database transfer datasets.• Verified data integrity across multiple databases using manual and automated techniques.• Coordinated with the client via the phone or email to obtain clarification on data change requests on an as-needed basis.• Performed routine data quality checks and report on the results on a regular basis.• Maintained and recommended improvements to departmental processes.• Demonstrated extreme attention to detail and organization in all aspects of work.

• Created monthly call center metrics reports that integrated data from multiple data sources including Nortel’s Symposium Call Center Software, Access, and Lotus Notes Databases, transact SQL, and Excel.• Using knowledge of VBA, ADO, ODBC, and SQL, created a wide variety of reports as business needs dictated. Collected individual call time metrics and rolled these into team and call center wide metrics. All aspects of call center calls were collected and reported (Call times, Quality Assurance scores, and time away from calls, time off, and overtime.) • Wrote a tool in VBA that sorted huge datasets containing millions of transactions from several hundred ATM machines, and determined the amount of monthly system “down time” for each machine, the reasons for the outages, and the average repair time involved with each outage.

• Provided support for “Commerce Online” website, helped customers configure and synchronize their banking software (e.g. Quicken and Microsoft Money) with the bank’s servers, and primary point of contact for Macintosh OS customer support• Wrote Visual Basic (VBA) applications to collect team workflow metrics

• Operated, troubleshot, and repaired a variety of audio visual and computer related equipment in support of classes, assemblies, and events staged by the University

• One of seven specialized customer service representatives trained to offer advanced technical support for Amazon.com customers struggling with computing problems, and unable to complete orders. This often involved in-depth research into web browsers, operating systems, and the operation and structure of Amazon.com's order processes, website and server logs. • Developed an intimate knowledge of HTTP, TCP/IP, and other computer networking concepts. • Created and maintained internal webpages, using HTML, DHTML, Javascript and PERL. • Ran and wrote customer service tools on a UNIX based system. • Wrote VBA applications in Excel that compiled timesheets and submitted them to the payroll-processing center as a formatted report• Maintained the Techhelp group’s internal webpage using HTML, CGI and JAVA script and received specialized training in HTTP, TCP/IP, and UNIX