Jody Baldwin

Solutions Developer working within the Professional Services team with a primary responsibility to develop business intelligence solutions to meet complex business objectives. • Developed and implemented fully functional and fully tested web applications. Systems consisted of: historical and real-time reporting utilizing Symon Vista. • Designed and developed ETL process to extract data from various contact center systems into a single database. • Created consolidated historical reporting from multiple contact center systems with drilldowns. Data was gathered into a centralized data warehouse with SQL Server DTS.

• Redesigned corporate intranet utilizing ASP and MySQL creating a dynamic data driven site replacing the static site. • Preformed data analyst of services database to identify inefficiencies in data entry and recommended solutions to correct issues. • Utilized Crystal Reports to develop needed MIS reports, incorporating them into the redesigned corporate intranet. • Designed and developed a data warehouse utilizing SQL Server DTS and MySQL to provide a central repository for all MIS related data.

Coordinated application design and analysis including specifications, development, training, implementation and reporting activities. • Designed and developed client server applications used to track physician and information necessary to make informed business decisions. • Developed database solution to track surveys completed for each provider in physician network replacing a manual intensive process. • Provided second tier hardware and software support for a company of 100 employees.

Contracted to provide consulting services to one of the nation’s largest issuers of credit cards based in Richmond, Virginia. • Provided application discovery services to determine project deliverables and establish target completion dates to gauge success. • Revised existing application, which increased performance by 53%. • Made recommendations for future enhancements to the application to increase performance and security.

• Designed and developed reporting solution that combined data from Kana, Webline, Enterprise Interaction Center, and Octane providing a consolidated view of agent and contact center performance. • Provided database and reporting application development to the nation’s second largest soft drink company in their direct sales contact center. The application combined Siebel and ACD data used f 728 or forecasting call volume. • Heavy participation in the discovery process, resulting in requirements necessary to successfully proceed with application development using tools such as Microsoft Access, SQL, VBA, and Crystal Reports. • Data warehouse development utilizing E.Piphany software and leveraging knowledge of dimensional and relational database design methods.

• Provided project management and application development services to the 3rd largest U.S. automotive manufacturer in their financial contact center. • Tools developed utilized a wide range of products including SQL Server, Oracle, VBA, Microsoft Access, Excel, Crystal Reports, Aspect ReportServer, ReportWriter, and Runner. • Developed a multi-site historical reporting application for a large financial services company that included individual site performance reports and consolidated multi-site reports. Reports were also available by individual, team, and site. • Member of the development team that produced a CTI application to query and combine in real-time operational statistics from multiple ACDs and display on a video network. • Performed all aspects of customer engagements, including requirements discovery, time estimates, creation of statement of work, application development, testing, and customer acceptance.