Experience

Fairmount Memorial Association

• United States
• Individual and Family Services
• 1 - 100 Employee

• Administrative

  • Jul 2013 - Present



Boeing Commercial Airplanes

• 1 - 100 Employee

• metrics analyst

  • Sep 2005 - Apr 2011

  For the last 5 years I have worked in the Enterprise Help Desk for the Computing Install Move Add Change Delete group. The C-IMACD went through several changes in scope, improvements in service and end user tools each time requiring new metrics. I developed and maintained all the databases that were used to acquire, calculate and present Metrics on a monthly, weekly, and ad hoc basis. Verifying and understanding data from enterprise asset management systems and help desk ticketing systems like Remedy and Boeing Action Request System (BARS) was critical to producing accurate metrics The unique nature of C-IMACD and the tools used required unique solutions and arduous calculations to produce the metrics. They included cycle time, Commitment met, Average Speed of Answer, Negative abandon Rate, performance metrics for both team and individual. The Performance metrics were normalized for length of month and for number of days worked by the individual so they could be compared month to month and equivalently scale to performance levels. I am proficient in MS Excel in the use of macros, pivot tables, external data links, and formulas. In MS Access I am proficient in construction of relational elements tables, queries, forms and reports, use of ODBC sources, Macros, and Visual Basic. In MS Power Point I have created for distribution Enterprise wide presentations including chart, graphics and animation. MS Outlook has been used for scheduling of tasks, appointments, meetings

• metrics analyst

  • 2005 - 2011