SUMMARY:

• Utilize Technical ability, problem solving skills, and quality customer service experience permitting me to be an effective team member with opportunity for advancement.

TECHNICAL SKILLS:

Quick Test Pro Automation Tool: SAP 5.0 & 6.0 - MM, PP, SPP, APO, Change Request, OSS Notes, SAP Messages Exposure to FI/CO, GL, FM SD, WM Windows 95/98/NT/2000/XP, MS Office 98/2000/2003

PROFESSIONAL EXPERIENCE:

SAP HCM Analyst

Confidential

Responsibilities:

• Configuration of the SAP HCM system.
• Monitor and Resolve Incidents within the production system.
• Work with Human Resources to prioritize changes.
• Manage Requests for Change life cycle.
• Work with the technical team within the Synergy Center Department to translate HR business requirements into working functionality.
• Review and Test vendor provided changes.
• Generate/develop reports using all available reporting tools and techniques.
• Work internally with other teams to coordinate HR system enhancements through final deployment.
• Maintain business documentation in Solution manager and HPQC application.
• Perform ongoing maintenance for HR support package and basis support Package implementation.

SAP Functional Tester

Confidential

Responsibilities:

• Support all testing of the SAP functional design, configuration and development efforts for an SAP implementation and the future SAP upgrade.
• Refines and maintains testing scripts and instructions in HP Quality Center and supports any testing, creation and/or selection of test data in SAP as necessary.
• Focuses on the testing of the functional solution based on business community priorities, federal regulations, program schedule, and funding constraints.
• Maintains strong working relationships with consulting resources on the project and the industry partners involved in the implementation project.
• Supports quality reviews with IV&V and other external testing agencies.
• Executes to an integrated master project plan/schedule and reports completion of tasks against the master project plan.
• Engages with the functional subject matter experts and program Tier 3 resources to identify and understand business requirements and promote successful functional regression testing.
• Identifies and works to resolve and/or mitigate functional testing issues and defects.
• Maintain Active Secret clearance.
• Regression testing each month to ensure system changes has not interrupted the critical business functionality.
• Software performance testing of critical business processes.
• SAP Security Role Testing -SAP 6.0 upgrade.

SAP Configuration Analyst

Confidential

Responsibilities:

• Work with business analysts in identification and clarification of programming and configuration objectives.
• Confer with representatives of user companies & departments and business partners to identify desired functionality, propose modifications or other externally available solutions.
• Perform unit testing of all configuration changes.
• Assist in quality assurance, user and system load testing.
• System integration testing of the EDI mapping in regard to configuring the application output from Legacy system to ERP.
• Participate in departmental reviews of all system design and code.
• Assist in trouble-shooting, debugging and inquiries related to system functionality and performance.

SAP (Purchasing) Software Analyst

Confidential

Responsibilities:

• Continue to consistently troubleshoot any reported issue.
• Develop and maintain understanding of policies and procedures for both Technical Customers Service and Information Systems.
• Demonstrate a high level of “creative thinking” in troubleshooting technique by researching issues with 3rd tier level SAP Support.
• Develop leadership skills by junior level associates in the SAP Purchasing module.
• Develop project management skills by participating in IT Operations and Services
• Projects with involvement in Purchasing/ SPP testing core and customized software prior to software releases.
• Verify accuracy in TCS documentation for new associates and work with TCS trainer to distribute information to all TCS associates.
• Supported initial R0 unit acceptance testing in Germany 2008. (SAP Headquarters)
• Supported R0 roll-out implementation to Frischkorn locations by participating in war room activity.
• Subject Matter Expert (SME) for Frontline SAP Support Knowledge creation load into service desk.

Frontline Support Analyst

Confidential

Responsibilities:

• Continued to consistently troubleshoot any reported issue.
• Troubleshooting Dec Servers, Cisco Routers and Switches.
• Developed project management skills by participating in IT services and Operational Projects.
• Mentored new support associates.
• Coordinated and distributed roughly 20 new branch location setups on a monthly basis to hardware group.
• Managed Trilogie (legacy software) system updates on a biweekly basis.
• Teamsite Contributor, managed IS Support page on the company’s intranet.
• Conducted face to face and phone interviews for potential hardware associates.

Frontline Support Specialist

Confidential

Responsibilities:

• Answered incoming calls dispatched to appropriate queue.
• Gathered issue details, create issue ticket and assign to appropriate group.
• Basic troubleshooting for hardware and software groups.
• Provided customer follow-up on incident status.
• Distributed mail to appropriate mail boxes.
• Setup new HQ associates via triloge forms.
• Managed fast online ordering database by maintaining new updates and creating new customer accounts

HR Corporate Receptionist

Confidential

Responsibilities:

• Greeted visitors in lobby and notify associates of visitors.
• Answered calls professionally and transfer to appropriate department.
• Assisted human resources with various projects.
• Routed faxes using the company fax utility software.
• Worked independently in lobby as well as in a team environment.

Customer Care Representative

Confidential

Responsibilities:

• Described handset features, explain rate plans, activate new accounts, and administer account change requests while navigating complex computer system.
• Responded to customer inquires related to billing, new products and customer accounts.
• To document and record all data exchanged for each customer.

Technical Support Representative

Confidential

Responsibilities:

• Triaged failed Nextel hand sets, provide customer support ranging from moderate to complex questions/problems or repair issues.
• Created trouble ticket by entering incident into call tracking software.
• Effectively maintained contact with other service related departments to resolve customer account and device issues on a first call resolution basis.