Charles Price, SQL Data Reporting

Experience

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  IBM

  Feb 1994 - Nov 1999

  Technical Support Manager

  Managed team responsible for all call center support operations, projects, assets, budgets, and Internet support content for IBM Printer products. • Project managed the development of Customer entitlement application for Call Center operation, reducing non-entitled support 25% to 40%, and providing $500,000 in new maintenance contracts• Managed financial planning and controls, cost recovery and allocations for budgets of 8 departments that came in under their budget plan totaling over $15 Million• Established strategy, forecast, and schedule for 350 seat call center to maintain call abandon rate below 5% per month, call hold time to less than 90 seconds, and reported these metrics for 350 seat call center handling over 18,000 calls per month to IBM division executives• Hired, trained, mentored, and managed Remote Support team for 350 seat Call Center that increased efficiency and response time by 20% to 35%• Managed implementation of workflow application for Internet Knowledge Document creation and approval cycle, new IBM Printing Systems Company Technical Support Intranet site, Electronic Question submission Web application, and Web Network Printer online troubleshooting application built on Lotus Notes/Domino platform. These applications doubled support web traffic in 4 months Show less

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  Sun Microsystems

  Jan 1999 - Jan 2001

  Knowledge Engineer

  Responsible for researching, creating and publishing customer support knowledge documents for Americas Escalation Center and 2 customer support teams.• Successfully project managed the planning, scheduling, and implementation of 9 member SAP software support team in 6 months that contributed 15% to 20% to sales effectiveness• Created and published over 200 knowledge base, Hints and Tips, and FAQ documents for use by Customers and Sun support engineers to decrease system downtime

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  Highland Management

  Aug 2002 - Aug 2003

  Technical Trainer

  Responsible for training TSA and field service employees of Siemens Inc, on protocol for troubleshooting, maintenance and repair of EDS (Explosive Detection Systems) and ETD (Explosive Trace Detection) equipment.• Developed and reviewed course material, delivered Classroom and hands on training on EDS and ETD screening equipment used by TSA (Transportation Security Administration) for airport baggage security screening• Provided on the job training, equipment problem resolution, and supervision for TSA airport baggage screeners on EDS and ETD baggage screening equipment Show less

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  Front Range Community College

  Oct 2003 - Feb 2004

  IT Manager

  Responsible for IT Help Desk employees, procedures, expenses, and workforce scheduling at Boulder County Campus that includes over 700 Desktop PCs for Classroom and Administrative Information Technology and Audio/Visual equipment.• Developed and implemented procedures for IT Help Desk problem tracking and handling that increased efficiency 60 percent• Project managed the implementation of Multi Media into 51 classrooms that included LCD projectors, PCs with DVD players, VCRs, and electronic Smart Boards Show less

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  Brocade

  Feb 2004 - Aug 2007

  IT Operations Manager

  Directed and IT Operations Support team employees, operations, procedures, expenses, and IT Infrastructure Support for all company locations and remote users that included 6 Building Locations in 4 Major US Cities.• Established and implemented ITIL Service Desk Architecture, standard procedures, metrics, and remote support for call tracking and handling that improved call resolution time by 40 percent for service request volume of 400 to 600 per day• Managed the rollout and support of Numara TrackIt Call Management application that reduced voice calls by 15 percent by providing web-based interface for user call submission • Directed the Change Management Review Board for all IT Infrastructure and Corporate Application changes to Production environment • Led transition of ITIL framework for Service Desk, Incident Mgmt, Problem Mgmt, and Change Mgmt • Created and distributed all Company-Wide IT End User and Outage Communications • Developed and Project Managed PC Hardware Refresh program that included establishing standard hardware and software platforms,ordering, imaging, exchanging, and returning 800-1200 laptop/desktop machines per year Show less

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  AIG

  Dec 2007 - Apr 2008

  Help Desk Manager

  Directed and Mentored IT Service Desk team employees, operations, procedures, expenses, and IT Infrastructure Support for TX and CA company locations and remote users that included 4 Building Locations in 2 Major US Cities.• Established and implemented ITIL Service Desk Architecture, standard procedures, metrics, and remote support for call tracking and handling that improved responsiveness by 35% to End User Support for voice and email requests • Led consolidation of 2 separate Help Desk teams into combined Virtual Coverage model for entire division• Created and distributed IT End User and Outage Communications Show less

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  Sun Microsystems

  Apr 2008 - Aug 2009

  IT Operations Duty Manager

  Managed critical IT outage situations and incident escalations by providing timely Management Notifications, Outage Board updates, and driving Executive Management calls for critical situation action plans and status within ITIL Framework. Developed and implemented major incident and crisis management business process and communication planning for global operations. Focal point within Network Operations Center for Americas GEO for communications and Major Incidents. Responsible for driving major incidents, communications and meetings with executive leadership on all major incidentsduring global release and implementation of Oracle 11i applications.• Led technical calls for incident resolutions, held senior management calls for major incidents, and coordinated and communicated resolution of network issues with vendors • Led Global Project Team for defining and establishing Metrics for Notification Timeliness and Quality auditing• Created reference document for IT Duty management use that included Notification guidelines, Shift Handover actions, Global Contact information, Escalation Contact Aliases, and additional tips Show less

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  Boulder County

  Feb 2010 - Aug 2012

  IT Service Desk Manager

  Directed and Mentored IT Service Desk and Desktop Support teams on operations, procedures, expenses, and IT Infrastructure Support for all Boulder County, Colorado departments and locations. • Managed teams responsible for County Service Desk support, PC Tier 2 deskside support, Cisco VOIP Phone Support, and Level 1 application support. • Established Service Desk metrics and support procedures for call tracking and handling that reduced aged tickets.• Changed voice coverage for Service Desk to reduce abandoned calls and increase first call resolution by 30%. • Changed PC Imaging procedures that reduced imaging time by 2-3 hours• Managed PC Refresh program that replaced 1000 PCs in 18 months • Implemented SCCM Operating System Deployment for Windows XP to Windows 7 migration project Show less

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  General Dynamics Information Technology

  Aug 2012 - Mar 2015

  Enterprise Service Desk Manager

  Directed large 24x7 Service Desk team providing Single Point of Contact support for over 24,000 employees on a government contract with over 600,000 annual contacts. Provided implementation and management of 2nd Service Desk for government web portal supporting 40,000 annual contacts. Participated in review, input, and writing for 6 Service Desk proposals. • Managed teams responsible for USCIS Service Desk voice and email support, remote field support, knowledge management, and metrics reporting. • Increased accuracy of metrics being reported by establishing a review cycle of reported data• Developed model for time of day staffing levels for Service Desk coverages using Erlang C formulas Show less

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  Seagate Technology

  Mar 2015 - Aug 2015

  IT Project Manager

  Managed and led IT Projects for Seagate IT Employee Services Organization. Assessed, identified, and implemented areas for project management consistency and improvements. • Led project for implementation of worldwide multi-language single contact number for internal IT & HR support • Led project efforts for a companywide BYOD (Bring Your Own Device) initiative for mobile devices • Consolidated multiple department Project information and developed Project Portfolio views within Clarity PPM Show less

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  Crystal Reports Consulting

  Sept 2015 - now

  Crystal Reports Consulting

  Independent Crystal Reports development for companies in need of data analysis, information presentation, and a deeper view of internal operations.

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  Contract w/State of Colorado

  May 2018 - Mar 2019

  Data Analyst III

  Support of the Trails Modernization project with the conversion of Crystal 10 reports to Crystal 2013 reports. Responsible for the technical reporting design, new report development and modification of existing reports. Provide technical documentation and participate in report troubleshooting with the CDHS Trails OIT team and the Trails Modernization development vendor. Work with team members to ensure alignment across each service application, system and service, including implementation of coding standards, version control, security standards, and application optimization. Responsible for ensuring each solution is managed following the System Development Life Cycle.Responsible for: · Conversion of existing reports from Crystal 10 to Crystal 13· Creation of new reports on Oracle 10 or above with Crystal 13· Participate in the report requirements gathering process· Develop and execute SQL queries, packages, etc. Show less

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  Denney Transport Ltd

  Apr 2019 - now

  Data Reporting Specialist
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  State of Colorado

  Nov 2019 - now

  Senior Developer