Information Consultant

Confidential

• Maintained and enhanced Excel based dashboards, created with complex Excel formulas/arrays, VBA, and ActiveX/Form controls
• Created and distributed ad-hoc reporting tools built with MS Access, Excel, and SharePoint
• Extensive VBA integrating and automating tasks between Access, Excel, PowerPoint, SharePoint, Windows API, and SQL Server
• Proactively built numerous tools in Access/Excel/InfoPath to eliminate future reporting or maintenance requests
• Migrated Excel dashboards to a SQL Server/C .NET environment
• Designed, created, and managed the SQL Server Database for the Customer Experience Dashboards schema/structure, stored procedures, triggers, scripts, views, ETL/SSIS Packages
• Automated the ETL of files across a dozen sources and multiple file types using SSIS/MS Access/JAMS Scheduler
• Regularly monitored performance and optimized queries/stored procedures/indexes
• Created numerous stored procedures to manage performance for reusability index fragmentation, usage, etc.
• Continued enhancements to SQL Server for new builds/technology for the front-end additional tables/stored procedures/JAMS Scripts/Triggers
• Built numerous InfoPath/SharePoint forms ranging from very basic to extremely complex utilizing numerous data sources XML files, SQL, SharePoint Lists, other InfoPath forms, etc.
• Mentored and taught numerous individuals on basic InfoPath/SharePoint functionalities to enable users to build their own solutions

• Migrated the InfoPath/SharePoint process to a full scale SQL Server/C .NET portal environment
• Created/maintained process in SharePoint/InfoPath for feedback submissions from associates Associate Feedback Portal
• Split into Front-end UI, back-end data, and back-end code to enable code changes without having to redistribute the front-end UI file
• Created a three-way split Access tool utilizing VBA and Windows API to further automate the categorization, tracking, and reporting
• Setup and managed business partner access to feedback submitted through their pages
• Supported all business partners and page owners with questions concerning the application code, integration to their page, and any enhancement or issue requests
• Managed vendor relationship with OpinionLab on their Page Level Feedback application
• Successfully split and normalized the existing InfoPath data into the new SQL schema
• Built and maintained all aspects of the SQL Server processes database, scripts, performance
• Reviewed technical/Online Banking related feedback and collaborated with eCommerce partners or vendors on suggestions or potential issues
• Built numerous InfoPath and SharePoint processes for teams across the Bank

• Managed policy/procedural changes for Online Banking processes that affected Customer Service associates
• Collaborated, reviewed, and assessed impact of change requests targeting any aspect of Online Banking and associates who might assist with Online Banking or technical support related inquiries
• Identified impacted lines of business based on change requests
• Regularly handled multiple initiatives per week, drafting policy/procedural documentation changes for each initiative
• Maintained numerous complex TAR lists in Excel to ensure quality and timeliness of projects
• Created new policies/procedures based on associated approved change requests from eCommerce and cooperated with copy editors to ensure necessary communications were distributed through the proper channels to reach impacted associates
• Frequently interacted with Compliance, Risk, project management, and eCommerce to review changes and their impacts
• Provided insight and advice regarding potential issues to existing policies/procedures to all involved business partners

• Identified uncommon or unknown technical issues within online banking based on incoming customer calls
• Worked closely with the vendor, CheckFree now FiServ , on potential issues to come to a resolution
• Created and maintained a recurring meeting with the vendor to discuss ongoing or new issues
• Identified and created workarounds for the customer service escalation team to use to remediate as many of these issues as possible
• Networked and collaborated with numerous eCommerce product owners to resolve technical issues more quickly

• Delivered mentoring and coaching to front-line associates on how to handle uncommon technical issues that their customers were reporting in regards to online banking
• Educated and trained front-line associates on proper procedures, policies, and technical knowledge/support
• Built curriculum and held training classes for front-line associates and management on complex technical scenarios and potential issues that they could face
• Participated weekly in numerous different teams' meetings for Q A sessions regarding current issues or changes regarding any technical aspect of online banking
• Created multiple documents and guides for associates to use to assist in their day to day functions

• Provided technical support and customer service through incoming phone calls and e-mail inquiries related to online banking, credit cards, and payments made through online banking
• Led a team of 60 employees in an interim role for the rollout of a large-scale enhancement to online banking.
• Created tools, curriculum, and held training classes to educate these associates on the new technology
• Inherited and enhanced associate stat tracking tool built in Excel, further automating the reports using complex formulas
• Managed day-to-day functions of employees, including shifts, exceptions, seating, etc.
• Joined interim supervisor program where I stayed for a year, handling shifts, coaching associates, monitoring and toggling resources/employees, and following up on escalations