Michael Nickey
Phone (408) 309-6324
Email mnickey@mnickey.com

OBJECTIVE: To work in an exciting and challenging career as a Business Analyst or Data Analyst.

SKILLS:

• Computer expertise in Microsoft Office 2007 including , Excel 2007, Access 2007, Basic, Q-Basic, DOS, PC, Windows XP & Vista
• Familiar with: Visual Basic, mySQL, Database structures and analysis procedures
• Data analysis
• Leading and training team members

EXPERIENCE:
Electronic Arts, Redwood City, California              2004 to 2007
Quality Assurance & Analytics Assistant Lead

• Developed reporting structure to be 75% automated reducing time, costs and increasing efficiency
• Developed reporting structures based on managerial needs
• Gathered and Analyzed data and reported on a daily basis to multiple managers from multiple data sources
• Responsible for all aspects of upgrading, installing and maintaining the Witness server and multiple (40+) clients
• Provide training for agents on areas of improvement, isolated through weekly monitoring processes
• Developed, designed and implemented monitoring process for optimal ease of use.
• Researched and developed new areas of training for multiple agents
• Researched and developed new reporting methods using Right Now Web.
• Developed and designed multiple reports on ad hoc requesting to meet the needs of multiple managers and departments.

Electronic Arts, Redwood City, California               1999 to 2004
Technical Support Representative / Lead Support Technician – Console, Classics, Maxis & EA Games Teams

• Responsible for all aspects of technical support including email, fax and phone
• Write FAQs, drafts and proofread user documentations to publish on EA’s self-help website as well as other internal documentation.
• Participate in product testing and QA
• Work with customers directly to solve problems
• Provide feedback to product development team and document product issues
• Ensured high service levels with my team during the launch of various titles including Madden and NCAA both being the inaugural online year for the PS2
• Facilitated growth of key members in my team
• Cross trained multiple reps to do the various duties between multiple Q’s
• Ensured both of my teams have the tools and training needed to obtain a 90% satisfied customer service level everyday.

PowerMatch, 1997 - 1999 http://www.powermatch.com
Data Entry Clerk

• Maintained database on daily basis
• Scanned resumes into database
• Verified all information to ensure quality
• Processed email on various systems
• Trained new employees on various computer formats, such as Windows 95 and Windows 3.x to verify and scan resumes

De Anza Community College 1998 (Contract)
Technical Support Representative

• Processed user requests daily
• Forwarded user problems to the proper division
• Distributed reports to De Anza and Foothill campuses

EDUCATION

• AA in Liberal Arts from De Anza College
• BS expected from San Francisco University expected in 2010 focus in Information Systems - Security.

• Received multiple awards from California State Education Department of Mathematics
• Volunteered at De Anza Computer Lab troubleshooting student programs in multiple languages as well as creating new accounts for students on the Novell
• Currently studying Management of Information Systems & Mandarin