I designed and developed a database that integrated call, staffing, and work order generation data into a linked system capable of providing a variety of analytics, up to that point, had been impossible to collect. It resulted in improved agent usage during peak staffing demands, identification of potential equipment issues based on a sudden influx of similar problems, and ended up being used be other departments to generate executive reports. Over the last few years, my role shifted more towards working with other divisions within the company, reviewing various Excel reports they had that were time consuming or tedious to construct, and then using VBA included with Excel to automate the collection and analysis down to, generally, a single button press.

The primary role was in monitoring for sensor alarms and providing customers first level, remote assistance and dispatching field technicians when necessary. As a compliance management company, I additionally worked towards identifying underlying problems for recurring alarms. Due mostly to the length of time I was there, I handled invoicing and served as a trainer and supervisor on several occasions. My proclivity to figure out how systems worked initially led me to discover several potentially serious failings of the equipment we monitored as well as potential improvements for our own work order system. For my last few years with the company, I served as an unofficial system administrator and was almost always used to track down peculiar behaviors with the system prior to contacting IT or the software developer since I excelled at effectively communicating with all parties.