TRIALCARD - Morrisville, NC.

Business Intelligence Developer

June 30, 2017 - Nov 3, 2014

- Requirements Analysis for modifications or enhancements to Trialcard’s Pulse Analytics

application developed using the Microstrategy Web and Mobile 9.4 & 10.4 platform.

- Solutions design and coordination with Back End team to define and implement ETL

development to provide data to fulfill reporting requirements from DataWarehouse.

- Design logical Microstrategy attributes, facts and metrics and collaborate with the Architect

to build the required objects to satisfy end user reporting requirements.

- Develop datasets, dashboards and reports to fulfill business reporting requirements by

implementing grids, graphs, widgets and all objects available in the platform.

- Perform unit testing verification before submitting for official QA process.

- Coordinate migrations between QA and PROD environments and perform verification tests.

CS Representative/Workforce Analyst October – March 2014

- Customer Service call center agent, responsible for answering calls from patients in regards

to the copay assistant programs for medications manufactured by Trialcard’s

pharmaceutical clients.

- As a Workforce Analyst, Generation and analysis of reports using software tools like

Teleopti and CISCO Unified Intelligence Center.

- Creation of automatic Excel templates using functions, macros and modules in Visual Basic

for Applications to analyze and report on data from those other tools.

XEROX SERVICES – Cary NC

Team Lead Jan. 2014 - Jul. 2013

- Customer Service first level supervision in call center environment, in charge of team of 15 CSRs.

- Use of online resources to support my team with difficult questions from callers, and get support

from a second level help desk. Service escalated calls from customers.

- Administrative supervision tasks like adherence to schedule, dressing code compliance and other

behavioral guidelines. Coaching and training in different areas. Motivational activities and coaching

to increase performance and motivation in the team. Corporate culture and sense of belonging

development.

HEWLETT PACKARD – Bogota, Colombia

Inside Sales Representative

Nov. 2012 - Sep. 2008

- Competence Analysis in specific businesses.

- Technical support developing custom configurations of equipment and part number selection.

- Handling special pricing requests and preparing quotes and tracking orders up to its billing and

delivery, through reporting and troubleshooting in the supply chain.

- Responsible to keep accurate sales forecast and pipeline, providing analytical reports to show sales

growth, per product line, family, country, etc.

- Research on different technologies such as Citrix Virtualization software, team-working with other

manufacturers, providers and developers such as Intel, Microsoft, Oracle, etc. on how to implement

solutions to meet customer requirements.

UTELL INTERNATIONAL (Pegasus Solutions Inc.)

Regional Customer Service Coordinator 2002 - 1998

Help Desk and Training Agent:

- Local Help Desk support for the PCs and LAN network and Microsoft office software like MS

Office suite (outlook, excel, Access, etc.) in the Call Center.

- Regional IT department to coordinate and execute updates in software and hardware.

- Assist travel agents to reserve our hotels through Amadeus and Sabre systems as well as Internet by

troubleshooting MS Windows based PCs to successfully run Amadeus and Sabre virtual

applications as well as resolving Internet access issues.

Customer Service Coordinator for the Andean region (Ecuador, Venezuela, Peru, Colombia)

and Panama:

- Maintain quality standards in service and coordinating solution to the claims from travelers and

travel agencies in member hotels.

- Responsible for the commissions claims process to hotels on behalf of travel agencies through

constant innovation in processes and adapting technological tools. Design, creation and

implementation of software and front office based tools (MS Excel, Access) to achieve accurate and

timely processing.

COINPA LTDA. – Bogotá Colombia

AST Representative 1996-1997

Technical Field Support:

- Repair and maintenance of computers and LAN networks for different corporate clients

troubleshooting operative systems and front office software and costumed design software. Tuning

and configuration of consumer computers prior to delivery.

AST representative:

- Liaison with the manufacturer's headquarters in The U.S.A. for warranty arrangements, commission

charges and direct import of parts and equipment. Responsible for the administration and disclosure

of all the new technical and support information for AST computers, such as driver updates, patches

and hardware issues to all the IT Helpdesk staff. Provide 2nd level support over the phone for IT

field staff on AST systems.