Business Intelligence Support

Matt Baker

940-***-**** ************@*****.***

Professional Summary

I am a Lead Support Manager with 15+ years of experience in IT, specializing in Healthcare, Financial Services, Energy, and Defense sectors. I have proven ability in management, governance, administration, architecting, and designing project solutions. Over my career, I have delivered multiple full lifecycle projects, including providing training and documentation. I excel at achieving cost-saving results for my clients. I am adept at building strong client relationships and ensuring the best project outcomes.

Areas of Expertise

Business Intelligence

Customer Support/Training

Team/Project/Product/Vendor Management

Rapid Response Triage/Hypercare

Data Architecture/Visualization

Cloud Computing/Disaster Recovery

Process Improvement

RDMS

CRM Systems

HRM Systems

Finance/General Ledger Analysis

Automation and Governance

Leadership and Coaching

Budgeting

Security/IAMA

Change Management

Regulatory Compliance

Technical Design & Requirements Gathering

Optimization/Tuning/Configuration

Strategic Planning

Road Mapping

Agile Development

Decision Making

Communications

Summary of Technical Skills

Business Intelligence:

●Mail and Deploy

●Qlik Sense

●QlikView

●NPrinting

●Power BI

●GeoQlik

●Tableau

●Nodegraph

●SSAS/SSRS

Scripting and Automation:

●SSIS

●VB Script

●PowerShell

●Automation Anywhere

●Alteryx

●TimeXtender

RDMS and ETL:

●SQL Server

●Oracle

●PostgreSQL

●Matillion

●Informatica

●Snowflake

Web:

●HTML5

●XML

●JSON

●IIS

●Google Analytics

Cloud Services:

●AWS S3, EC2, Lambda, QuickSite, Athena

●Qlik

●Azure Data Factory

Governance and Administration:

●HubSpot

●Platform Manager

●Platform Viewer

●Git

●Tortoise SVN

●Butler

Productivity and Operating Systems:

●Microsoft Office Office 365

●Access

●Windows

●Linux

Experience

●Management

oSuccessfully managed a team of more than five with low turnover and high satisfaction. -DI Squared, Axis Group.

oCreated KPIs and measures to manage customer expectations. -DI Squared.

oCreated automated workflows and pipelines to simplify tasks and increase productivity. -DI Squared.

oCreated custom automated client reports ensuring engagement and satisfaction. -DI Squared, Axis Group.

oWrote policy, best practices, coding guidelines, and engagement scripts to present a unified, consistent customer experience. -DI Squared, Axis Group, Accentcare, Bardess, Stream Energy.

oCentralized documentation, client technical data, and repeatable work checklists to organize information and make work more productive. -DI Squared, Axis Group, Accentcare, Bardess, Stream Energy.

oMentored and trained junior engineers, equipping them with the necessary skills to oversee customer inquiries effectively. -DI Squared, Axis Group, Accentcare, Bardess, Torchmark, Stream Energy.

oSuccessfully adhered to service level agreements, meeting stringent timelines and financial guarantees. -DI Squared, Axis Group, Bardess.

oEstablished and monitored SaaS costs to ensure no overruns on service costs. -DI Squared, Bardess.

●Customer Service

oEfficiently managed and prioritized a high volume of support tickets, requests, and alerts daily. -DI Squared, Axis Group.

oDemonstrated exceptional on-call support, ensuring prompt resolution of critical issues. -DI Squared, Axis Group.

oConducted root cause analysis research and documented findings, contributing to process improvements. -DI Squared, Axis Group, Accentcare, Bardess, Torchmark, Stream Energy.

oRegularly engaged with VIP customers, providing top-notch service and building strong relationships. -DI Squared, Axis Group, Accentcare, Bardess, Torchmark, Stream Energy.

oMaintained and safeguarded valuable customer root admin credentials, certificates, and sensitive data. No credential I have managed has ever been compromised. -DI Squared, Axis Group, Accentcare, Bardess, Torchmark, Stream Energy.

●Administration and Governance

oFunctioned as the go-to expert for BI administration, including license allocation, scheduling, and load balancing. -DI Squared, Axis Group, Accentcare, Bardess, Torchmark, Stream Energy.

oDesigned a standardized appearance template for QlikView reports, ensuring a consistent visual experience. -DI Squared, Axis Group, Accentcare, Bardess, Torchmark, Stream Energy.

oDeveloped policies and best practices for efficient BI reporting operations. -DI Squared, Axis Group, Accentcare, Bardess, Torchmark, Stream Energy.

oServed as the main point of contact and case writer for support requests, liaising with Qlik and other vendors. -DI Squared, Axis Group, Accentcare, Bardess, Torchmark, Stream Energy.

oManaged and resolved QlikView failures and issues, ensuring minimal disruption to operations. -DI Squared, Axis Group, Accentcare, Bardess, Torchmark, Stream Energy.

oConducted multiple successful source control installations and software upgrades. -DI Squared, Axis Group, Accentcare, Bardess, Torchmark, Stream Energy.

oRecognized as a leading installation and configuration expert of Platform Manager in North America. -Axis Group.

oAutomated report delivery through the creation of a comprehensive security schema. -DI Squared, Axis Group, Accentcare, Bardess, Torchmark, Stream Energy.

oProvided guidance on development best practices, enhancing the overall quality of Qlik assets. -DI Squared, Axis Group, Accentcare, Bardess, Torchmark, Stream Energy.

oConducted client health checks to perfect the performance and efficiency of their Qlik systems. -DI Squared, Axis Group, Accentcare, Bardess, Torchmark, Stream Energy

oForecasted and planned the transition to a multinode Qlik Sense upgrade, ensuring scalability and improved functionality. -DI Squared, Axis Group, Accentcare, Bardess, Torchmark, Stream Energy.

oOversaw user licensing and supported over 100 Qlik systems concurrently to ensure uninterrupted uptime. -Axis Group.

oRevamped the license, security rule, and permissions schema to integrate a new user Single Sign-On (SSO) solution. -DI Squared, Axis Group, Accentcare, Bardess, Torchmark, Stream Energy.

oDeveloped a secure SFTP solution for transferring records from third-party vendors to managed service solutions. -Axis Group.

oImplemented over 250 updates, upgrades, enhancements, performance tweaks, and improvements to BI servers. -DI Squared, Axis Group, Accentcare, Bardess, Torchmark, Stream Energy

●Business Intelligence

oCollaborated with a cross-functional teams to create proof-of-concept models, streamlining overall operations. -DI Squared, Axis Group, Accentcare, Bardess, Torchmark, Stream Energy.

oConducted reverse engineering of legacy SQL queries, perfecting them for the Qlik Sense Model. -DI Squared, Axis Group, Accentcare, Bardess, Torchmark, Stream Energy.

oDesigned and architected a scalable backbone for future Qlik Sense projects, accommodating growing data volumes. -DI Squared, Axis Group, Accentcare, Bardess, Torchmark, Stream Energy.

oEnsured data optimization and kept HIPAA compliance standards. -DI Squared, Axis Group, Accentcare, Bardess, Torchmark, Stream Energy.

oParticipated in daily scrum calls, providing regular updates to clients on project status. -DI Squared, Axis Group, Accentcare, Bardess, Torchmark, Stream Energy.

oDeveloped inventory control reports using Qlik Sense, enabling efficient tracking and management. -Axis Group, Accentcare, Torchmark, Stream Energy.

oDeployed dozens of applications to production environments, ensuring seamless implementation and functionality. -DI Squared, Axis Group, Accentcare, Bardess, Torchmark, Stream Energy.

oInstalled, supported, and deployed Qlik Sense systems, ensuring smooth operations. -DI Squared, Axis Group, Accentcare, Bardess, Torchmark, Stream Energy.

oImplemented Source Control software for Qlik Sense, enabling version control and collaboration. -DI Squared, Axis Group, Accentcare, Bardess, Torchmark, Stream Energy

oCreated critical operational dashboards, offering real-time insights for business decision-making. -DI Squared, Axis Group, Accentcare, Bardess, Torchmark, Stream Energy.

oPioneered the design and development of business intelligence reports for executive management. -DI Squared, Axis Group, Accentcare, Bardess, Torchmark, Stream Energy.

oAuthored customized training materials, equipping developers and users with in-depth knowledge of QlikView. -DI Squared, Axis Group, Accentcare, Bardess, Torchmark, Stream Energy.

oEstablished the first data architecture schema for the QlikView platform, ensuring data integrity and usability. -Torchmark, Stream Energy

oMentored fellow developers and users, sharing advanced features and capabilities of QlikView, Sense, and nPrinting. -DI Squared, Axis Group, Accentcare, Bardess, Torchmark, Stream Energy.

oConducted in-house training and demonstrations on QlikView and Qlik Sense products, empowering users to leverage its potential. -DI Squared, Axis Group, Accentcare, Bardess, Torchmark, Stream Energy

oCatered to ad-hoc report requests as the designated developer, delivering exact and prompt results. -DI Squared, Axis Group, Accentcare, Bardess, Torchmark, Stream Energy.

oImplemented and debugged Qlik products and upgrades, ensuring smooth transitions and enhanced functionality. -DI Squared, Axis Group, Accentcare, Bardess, Torchmark, Stream Energy

oIntroduced advanced statistical concepts into business intelligence reports, offering valuable insights for decision-making. -DI Squared, Axis Group, Accentcare, Bardess, Torchmark, Stream Energy.

oLed the implementation of Qlik projects, coordinating resources and ensuring project success. -DI Squared, Axis Group, Accentcare, Bardess, Torchmark, Stream Energy.

oDeveloped a suite of external auditing reports to support annual financial reporting audits. -Stream Energy.

oCo-developed a suite of financial reporting dashboards, meeting the data needs of the accounting department. -Stream Energy.

oConducted a comprehensive security audit of Qlik platforms, addressing vulnerabilities and ensuring compliance. -DI Squared, Axis Group, Accentcare, Bardess, Torchmark, Stream Energy.

oDeveloped reporting solutions for quality assurance, anti-fraud measures, and customer service initiatives. -Torchmark.

oCreated and maintained reporting solutions for tactical pricing, strategic planning, and customer profiling initiatives. -Stream Energy

oCollaborated on the development of critical company operations tracking reports.-Accentcare, Torchmark, Stream Energy.

oTranslated vague and incomplete business requirements into functional design documents, successfully delivering applications. -DI Squared, Axis Group, Accentcare, Bardess, Torchmark, Stream Energy.

oActively engaged with report testers and business owners, addressing inquiries and ensuring alignment. -DI Squared, Axis Group, Accentcare, Bardess, Torchmark, Stream Energy.

oEngineered environment solutions that met both business development requirements and security standards. -DI Squared, Axis Group, Accentcare, Bardess, Torchmark, Stream Energy.

Education

●University of North Texas College of Business, Denton, Tx

oB.B.A., General Business

●Collin College

oCertificate: Business Intelligence

oA.A., General

Certification

●Certified QlikView Developer

●Certified QlikView Designer

●Certified Qlik Sense Business Analyst

●Certified Qlik Sense Data Architect

●Certified Qlik Sense Architect

●Amazon Web Services Cloud Practitioner

●Amazon Web Services Associate Solutions Architect

Work Experience

May 2023 - Present -- DI Squared --Support Manager/Lead

April 2020 - May 2023 -- Bardess Group --Senior Solutions Consultant

Mar 2019 - April 2020 -- AccentCare --Senior BI Report Developer

June 2014 - Mar 2019 -- Axis Group -- Senior Solutions Engineer/Senior Solutions Consultant

May 2012 - June 2014 --Stream Energy -- Senior BI Report Developer

Jan 2012 - May 2012 -- Serviam BI -- QlikView Developer

Dec 2009 - Jan 2012 -- Torchmark -- Programmer Analyst/Business Analyst

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