Mike Twigg

Mike Twigg


Accomplished Programmer and Data Analysis professional with 10 years experience in leading application design and development, data analytics, and process reengineering. Demonstrated ability to leveraging automation opportunities, increase efficiencies, and design innovative solutions to solve complex problems. Excellent communicator, resourceful, and action-oriented.


To obtain a challenging position with an exemplary company, where I can create value by maximizing my programming ability, interpersonal skills, and program management experience.

Work History

Work History
Jun 2008 - Nov 2008

Applications Developer

Koch Business Solutions
  • Functional and technical (SQR programming) experience supporting PeopleSoft HRMS.
  • Involved in design, planning, coding, testing, and delivery of required functional and technical specifications and designs in order to meet business requirements and departmental standards.
  • Led clients to identify requirements (e.g., data, information needs, processing, specific output, functional and development of test data), and determines their desired outcomes in order to formulate the design of the system and/or offer alternative solutions in a timely manner.
  • Developed test scripts and test cases related to custom code development. This includes all functional and technical design documentation related to the software modifications.
  • Used Visual Studio along with SSRS to create complex, clean, professional reports.
Feb 2006 - Jun 2008

Business & Reporting Analyst IV

  • Correlated system requirements to business needs and processes by developing user acceptance testing, system user documentation, and system release issue documentation.
  • Developed logic to help map millions of Sprint subscribers migrating from one billing platform to another, ensuring that customer discounts remained in tact and billing disputes were avoided.   
  • Provided reporting solutions and data metric analysis that identified business trends and results. Utilized data analysis to explain business issues and financial implications, recommended workflow improvements to enable the organization to improve workflow processes.
  • Produced monthly and quarterly geocoded Admin Fee reporting for large Group Purchasing Organizations with yearly spend levels exceeding $500,000,000.
  • Exercised independent, reasoned decision making and effective conflict resolution in effectively communicating with customers to resolve escalated, time-sensitive, and complex issues.
  • Applied core business processes and end user requirements to development and administration of several back office support system tools.
  • Ensured timelines and deliverables for projects and ad-hoc requests were met.
Nov 2004 - Feb 2006


  • Developed automated processes to import MS Outlook forms into submitted by requestors into applications for processing.
  • Engineered scripted daily backup of essential application components to minimize loss of data and downtime for business critical applications/tools.
  • Created a GUI interface/database solution that combined the functionality of multiple applications into one application.
  • Gathered detailed functionality requirements to develop a QA application designed to validate billing information for Government customers.  This data is submitted via EDI to the DOD WAWF (Wide Area Work Flow) system.
  • Participated in the development and implementation of operational tactics as well as assisted in the training of less experienced analysts.
  • Determined logical and efficient methodologies to resolve data integration/presentation issues.
  • Balanced multiple projects simultaneously, responding to quarterly project and requirement changes, as well as ad-hoc requests.
  • Ensured timelines and deliverables for projects and ad-hoc requests were met.
Feb 2004 - Nov 2004

Sr. Reporting Analyst

  • Created and maintained detailed Nextel Data Warehouse data extract queries utilizing Microsoft Access and TOAD.
  • Facilitated order correction processes by producing input files for automated and manual error correction.
  • Compiled and analyzed data from the Nextel Data Warehouse and other data marts to identify customer order errors, proactively identifying new opportunities for customer order analysis through communication with other internal Nextel groups.
  • Disseminated order analysis and correction results via the Sales Support Scorecard to all activation affecting areas, for the purpose of identifying root cause, providing agent level improvement, and ultimately changing behavior to reduce the occurrence of activation errors.
  • Produced value added reporting based on analysis, identifying and explaining meaningful trends.
  • Drove system, process, and Marketing launch changes, with a focus on improving the overall customer experience, reducing calls to Customer Care, as well as positively impacting Nextel's financials.
  • Balanced multiple projects simultaneously, responding to quarterly project and requirement changes, as well as ad-hoc requests.
  • Ensured timelines and deliverables for projects and ad-hoc requests were met.
Feb 2002 - Feb 2004


  • Developed the “Customer Support Tool”, an application designed to push work to support reps and facilitate root cause analysis for valid/invalid ticket volumes received from inbound care.  Developing this system included writing custom applications for insertion of data from disparate information sources and automating the data insertion process. The implementation of this database brought average ticket turnaround times from 60 days to 5 days, allowing us to meet and significantly exceed our SLA.
  • As the number of users for this application exceeded the capabilities of the JET db engine, I migrated from an MS Access back end to SQL Server.  During this conversion I had the opportunity to perform some database redesign and normalization, converted the VBA code from DAO to ADO and implemented stored procedures to maximize the efficiency of the application while preserving the existing GUI.
  • As the on site developer for the Customer Support group, I also developed a bidding system modeled after IEX for the WFM group to manage time off, vacation, PTO, etc.  This system provided a real time interface for supervisors to manage an employee’s time off as well as providing the WFM group with real time data for forecasting volumes, turnaround times, etc.
Aug 2001 - Feb 2002

Revenue Impacting Projects Analyst

  • Authored Visual Basic scripting to manage group workflow and productivity.
  • Administer the Employee Business Phone Program, including maintaining in house-inventory, auditing employee accounts, and repairing employee phones.
  • Developed and administered tracking databases including forms, queries, and reports to gather daily, weekly and monthly Revenue Impact reporting data.
  • Created new processes to increase productivity and drive down cost.
  • Provided desktop support for the Revenue Impacting Projects Group including installing, maintaining, and troubleshooting PC and/or telecommunications hardware and related systems.
Mar 1999 - Aug 2001

Purchasing Analyst

  • Performed expediting, quoting, sourcing, and invoice review.
  • Instrumental in establishing system contracts and blanket order systems.
  • Develop and administer tracking databases including forms, queries, and reports to gather weekly and monthly call center reporting data.
  • Implemented new purchasing procedures nationwide to increase efficiency and accuracy.
  • Initiated vendor sourcing and negotiation techniques that assure continuous quality improvement and reduce costs.
  • Emphasize vendor relationship building that strengthened operations.
  • Plan-monitor-control budgets over $1M to maximize bottom line growth in Denver Call Center.
May 1997 - Nov 1997

Operations Manager

David H. Brothers Co.
  • Maintained high operational readiness ensuring reliable delivery of product and service.
  • Responsible for conducting monthly off-site Nextel admin. /sales training seminars.
  • Generated and reviewed monthly reporting including reconciling commission statements.
  • Supervised monthly inventories as well as the programming/order fulfillment staff.
  • Developed and implemented training program for employees and supervisors on technical and professional topics.
  • Reorganized company purchasing to be cost efficient, resulting in reduced operating expenses.



New Horizons




MS Visual Studio


MapInfo Pro

Business Objects

Crystal Reports


MS Visio

MS Powerpoint

MS Access

MS Excel



Visual Basic

PeopleSoft SQR

Oracle SQL