Tom Shaffer
Contact Information
Email: KB2URI -at- ARRL _dot_ net
Postal: 469 St. Lawrence Avemue, Unit 6, Buffalo, NY 14216-1411, USA
Location: Buffalo, NY; Kingshill, VI
About
I’m an IT Analyst specializing in data visualization, process automation, and IT service management, with over two decades of experience in systems analysis, business intelligence, and SQL development. I thrive at the intersection of technology and efficiency, helping organizations streamline operations, enhance compliance, and make data-driven decisions.
Currently, at Erie Insurance through TEKSystems, I design and maintain custom reports and dashboards in ServiceNow, transforming complex data into clear, actionable insights for IT Infrastructure Administration. I also play a key role in workflow optimization, regulatory compliance, and process improvement, ensuring smooth and efficient IT operations.
Previously, as a Systems Analyst at PHH Mortgage, I focused on advanced data analytics and automation, developing solutions that continue to provide long-term value to clients.
With a strong background in SQL (PL/SQL, T-SQL), business intelligence tools (Oracle Hyperion, Qlik Sense, Excel), and various programming languages, I bring a data-driven mindset to solving complex business challenges.
Beyond work, I’m passionate about experimenting with electronics, participating in Amateur Radio, and unwinding with beach views and fishing.
I’m always looking to connect with professionals who share an interest in IT service management, data analytics, and innovation. Let’s connect!
Experience
- Information Technology Analyst - TEKsystems with Erie Insurance (Sep 2020 - Present) - Remote
- As an IT Analyst, I specialize in designing and maintaining reports and dashboards within ServiceNow, enabling clear data visualization and decision-making for stakeholders across IT Infrastructure Administration. My responsibilities include:
- Report & Dashboard Creation: Design and implement custom reports and dashboards in ServiceNow, providing insights and data visualization to support efficient IT operations and strategic decision-making.
- Data Coordination: Act as the primary point of contact for internal auditors, coordinating data requests between auditors and IT Subject Matter Experts (SMEs) across various departments within IT Infrastructure Administration. Ensure accurate and timely delivery of data to meet audit requirements.
- Standards & Procedures Support: Provide key support for annual reviews of IT standards and procedures, ensuring that they align with evolving business needs, regulatory compliance, and industry best practices.
- Process & Procedure Development: Lead the creation and improvement of new processes and procedures across various departments within the company, driving efficiency, consistency, and alignment with organizational goals.
- Regulatory Compliance: Manage the annual certification process for regulatory data compliance, ensuring that all necessary documentation and evidence are provided to meet compliance requirements.
- Workflow Recommendations & Creation: Recommend, design, and help implement workflows for ServiceNow catalog requests and change requests, ensuring streamlined operations, improved user experience, and increased efficiency.
- Systems Analyst, Reporting and Analytics - PHH Mortgage (Jun 2014 - Jul 2019) - Mt. Laurel, NY / Buffalo, NY / Telecommute
- Handled the full System Development Life Cycle (SDLC) of producing functional reporting using structured query languages and various Business Intelligence (BI) applications including Oracle Hyperion and Qlik Sense to support all areas of business from in-house reporting to investor, client, state, and federal regulatory needs.
- Executed all stages in the SDLC for building Federal Emergency Management Agency Disaster (FEMA), Credit Bureau (CBR), Flood Insurance, and Successor In Interest (SII) Reporting, establishing all aspects of analysis, design, development and testing, implementation, documentation, and evaluation while operating as a core leader for all projects from a dedicated home office with a high-speed Internet connection.
- Reduced reporting costs by over $350k annually by implementing SDLC fine-tuning, rewriting, or eliminating redundant reports, as well as by automating manual processes through scripting or creating VBA automation.
- Maintained regular communication in a professional and personable manner with management, team players, investors, vendors, and servicing business areas to further the SDLC by evaluating potential enhancements and ensuring maintenance in order to further the company, client, and investor objectives.
- Designed, developed, and supported software for business intelligence and data visualization such as Oracle Hyperion, Qlik Sense, and Qlik View to allow end-users to self-service reporting needs while being able to fully configure individual visualizations needs.
- Acted as a SME on company data with understanding of source, table structures, values, key calculations, and methods to ensure accuracy and consistency in reporting solutions.
- Provided training and support of over 20 Business Systems Analysts during year-long merger and reduction in force period concluding in June of 2019.
Skills
- Database Management: Microsoft SQL Server, SQL, PL/SQL
- Data Analytics: Hyperion Interactive Reporting, QlikView, Qlik Sense
- Software Development Life Cycle (SDLC)
- ServiceNow
- Information Technology Infrastructure
Education
- Bachelor of Science in Individualized Studies: Information Technology, History, and Political Science - Buffalo State College, Buffalo, NY
- Bachelor of Science in Electrical Engineering Technology - OSU, Columbus, OH
Certifications
- National Response Plan (NRP), an Introduction (IS-00800.A)
- Introduction to the Incident Command System (IS-00100)
- National Incident Management System (NIMS) an Introduction(IS-00700)
- NLean Six Sigma Yellow Belt Certification
- ServiceNow
- AWS Certified Solutions Architect
LinkedIn Profile
LinkedIn: View my LinkedIn Profile