John Wessel

Overseeing technical projects in alignment with organizational goals Directing the effective delivery of networks, development, and disaster recovery systems and processes Oversee all technology operations (e.g. network security) and evaluate them according to established goals Prepare IT financial budgets and presenting proposals for projects to senior management Control budget and report on expenditure Research and recommend new products Lead efforts to improve IT processes Devise, establish and enforce IT policies, procedures and systems to support the implementation of strategies set by senior management Analyze the business requirements of all departments to determine their technology needs Purchase efficient and cost effective technological equipment and software Manage IT software subscriptions (SaaS) licenses Develop and maintain system standards Assist in building relationships with vendors and creating cost-efficient contracts

Conducts user requirement sessions to understand user requests and concerns. Constructs compelling stories with strong analytical backing for sales team, as part of new business acquisition process. Presentations include geographic information (spatial data) as well as savings and optimization opportunities. Participates in and drives analytics strategy; develops and maintains processes to analyze data from disparate data sources. Participates in the design, development, and implementation of strategic data initiatives; such as developing standardized reports, implementing new processes and software, as well as managing special projects or initiatives. Provides technical or business assistance as well as advice concerning data management to the enterprise application development team as well as other functional business groups (finance, operations, accounting). Drives team operations by collecting data and translating it into meaningful, visual, actionable intelligence for making tactical and strategic business decisions.

Monitored, managed and maintained all internal and external (customer-facing) databases. Diagnosed and resolved database issues in a timely manor. Worked with the enterprise development team to optimize schema and tweak slow running queries, to achieve optimum application performance. Participated in on-call rotation. Responded to alerts, performed application and Linux system level diagnostics and took appropriate steps to notify appropriate personnel in the event of a major issue. Developed and tested PL/SQL procedures; performed tuning and configuration changes as necessary. Owned process to automatically apply database migration scripts to databases through all environments into production. Developed rules for zero-downtime migrations.

Managed the development of ETL logic to meet business requirements for reporting and analytic needs. Communicated frequently and effectively with all internal teams, including operations, upper management, development, and other personnel. Advised on detailed design for ETL and data aggregation functions. Designed, developed, implemented, tested, and maintained complex ETL processes. Designed and developed solutions that identified data issues and report errors for further analysis. Designed, built and supported both real-time data flows, and historical data flows. Created and maintained SQL stored procedures, complex queries, functions and other scripts. Developed SQL queries that included WITH statements, complex joins, crosstab/pivot, rank over partition, subqueries, etc.

Worked closely with call center management, service logistics management, and service management software to lead projects and resolve any business issues that arose during the design or development process. Implemented activities for leading business initiatives using a disciplined approach to program management based on clear objectives and methodologies. Responsible for analysis and development of improvement programs for all KPIs (Key Performance Indicators): o Service Level o Average Handling Time o Quality of Service (Customer Satisfaction) o First Call Resolution Interfaced with customer for various activities as a client service management role Worked with contact center operation team to facilitate required actions for KPI achievement.

Trained other analysts to run and distribute daily reports. Lead interactions with client on any data discrepancies or change requests. Implemented new reporting methods to increase efficiency, ensure repeatability, and improve accuracy. Streamlined and automated processes around data collection and presentation, including coordinating cross-departmental updates for business reviews and executive-level presentations.

Provided data and supporting statistics to track and continually improve, troubleshoot and coach call center staff. Performed daily and weekly performance calculations and distributed reports on key metrics such as handling time, hold time, calls per hour and transfer rate. Identified and developed new reporting methods and tools that lead to improvement in key metrics. Streamlined and automated processes and reports. Produced business reports and executive-level presentations.