Service Desk / Cloud Applications Professional

Successfully managed global manufacturing Cloud Applications and Service Desk following ITIL best practice. Led implementation teams for projects in SalesForce.Com and FirePond CPQ On Demand cloud applications increasing organization productivity and competitive performance. Managed global Service Desk providing 24/7 online self-service for over 1300 users across the United States, Canada, Mexico and China.

PROFESSIONAL EXPERIENCE

Confidential

Manager of Service Desk / Cloud Applications

• Reporting to the Manager of Applications.
• Managed Alcan Cable acquired Global Service Desk: Utilizing HelpSTAR Enterprise package request system later transitioned to SysAid package following ITIL best practice in Incident, Change Management and User Access. Interfaced with 23 internal and 5 external Alcan Cable resources: Programmers/developers, and in-house network consultants in the United States and India supporting 1300 users across the United States, Canada, Mexico and China. Developed user instructional 'How-to' guide used to train Alcan Cable employees to enter service tickets in SysAid Application and Decommissioned HelpStar.

Manager for Confidential

• : Successfully managed the team to integrate 3 internal users and 6 external Representatives in Canada and 5 users in Mexico to use FirePond CPQ On Demand quotation process, while maintaining application integrity for 150 users in the United States. Developed business plan documentation, User and Functional Test Case scenarios and managed Cloud Partner Support Team. Performed End-to-End Testing program interface between PRMS, SalesForce.com and FirePond CPQ. Ensured integration capability between all three applications. Manager Decommissioning SalesForce.Com Sandbox environments, FirePond CPQ On Demand Production environment.
• Information Builders Webfocus Reporting dashboard: Administrator for reporting tool used by division management for inventory and sales reporting. Performed SIT between legacy PRMS system and Webfocus.
• Administrator Metafile Enterprise: Migrated over 200,000 historical invoices from PRMS to Metafile Enterprise. Once in Metafile the invoices were distributed to customers via Print, EDI, and Email in US, Canada, Mexico and China. Authored test case scenarios for PRMS to Metafile, performed SIT, End-to-End testing as well as UAT. Managed decommission of Alcan Cable instance of Metafile and Document Distribution Server.

Confidential

Manager Cloud Applications/Service Desk, Alcan Cable Division

Manager Service Desk / Cloud Applications and Information Builders WebFocuse Administrator Multiple Roles

• Member of IT team awarded 500 Masters in Technology by Information Week in September 2012. Awarded to 'The Most Innovative U.S. Users Of Business Technology'.
• Reporting to the Manager of Applications.
• Managed weekly/Monthly SOX auditing reports maintaining positive SOX audits each year.
• Managed Document Control Database in Lotus Notes ETQ system.
• Managed Global Service Desk utilizing HelpSTAR request system package following ITIL best practice for 2.5 years in Incident, Change Management, User Access, and Master Data Management. Manager/Liaison between internal programmer/developers and division users. Managed 3 network consultants and 10 outsourced programmer/developers in the United States and India processing request for 1300 users across the United States, Canada, Mexico and China. During 2012 the Service Desk averaged a 97 completion rate of over 7,000 User Request. Over 15,000 user service requests, Incidents, Change Management, User Access, and Master Data Management were completed between 2009 and 2012. Managed vendor representatives and contracts for Metafile, FirePond CPQ, SalesForce.com.
• Project Manager to Integrate Master Data Management Request and workflows transitioning Customer Master Request system off Lotus Notes into HelpSTAR 2012 Service Desk Application. Managed team comprised of 3 Sales department and 3 Finance department members to complete Master Data Management Request implementation to meet established deadlines.
• Managed Project to Upgrade HelpSTAR v2009 to v2012. Upgrade successfully completed within three month required timeframe and streamlined user category selection from over 200 categories down to 25 categories. Revised and published HelpStar user training documentation in both English and French.
• Managed training for 15 Support Representatives in proper procedures to enter, update and complete user request for HelpSTAR 2012 developed and published user 'How To' documentation to enter service request used by division employees.

Manager Cloud Applications:

• Successfully managed multiple projects and implemented in SalesForce.Com and FirePond CPQ On Demand Quotation Cloud applications including:
• Managed Portal User Migration Project: Project transfer 89 full licensed users in SFDC to Portal User licenses. Reducing the need for full licenses down to 70 resulting in a yearly cost reduction of 100,000 per year. Managed the team comprised of IT programmer, Marketing SME, external SalesForce.com Partner from Astedia, as well as SalesForce.com Technical Support in the successful implementation of Portal User upgrade within required 4-month timeframe. Performed End-to-End testing as well as migrated user access to portal licenses.
• Managed FirePond CPQ Guidelines Project: Developed Business Plan, UAT, and Functionality test scenarios to implement new quotation Business Guidelines process for FirePond CPQ On Demand quotation project. Utilized established 3 Product Groups with 60 classifications to set maximum discount level used by inside sales staff and outside Manufacturer's Representatives to discount material for sale in SFDC. Once quote passed into CPQ the customers profile was used to call pricing guideline levels from SFDC into CPQ. Project enable pricing to move from regional salesman levels down to Salesman or individual customer level. Authored UAT and System Test scenarios as well as performed testing.
• Managed Quotation Workflow upgrade Project: Project improved efficiency of FirePond workflows reducing 400 emails on a daily bases to inside Sales and Pricing Teams down to 1 email per quote to the assigned user. Performed Functionality Testing, UAT and full End-to-End test case scenarios.
• Implementation of Rep Project: Managed implementation of 33 Manufacture's Representative Agencies with a total of 89 users to SalesForce.Com. Setup and managed user profiles, roles, hierarchies, and security for access to custom page layout design as well as object sharing rule for accounts, contacts, and quotations. Managed Data file Sanitation Project to sanitize contacts and accounts using DataTrim Dup Alert Package.
• Marketing redesign project: Managed Project to redesign SalesForce Marketing Campaigns. This project entailed design and implementation of: 6 different Page Layouts creating 15 Web-to-Lead HTMLs, managing 92 assignment rules use of Workflow Assignment Rules to assign record types routing for Web-to-Lead Advertisement Campaigns to designated Marketing points of contact. Performed UAT and Functionality Test, approved and implemented new Campaign Model.
• Manage and administered Lead Assignment Rules, Workflow assignments, Workflow Approvals and page layouts, Record Types, Custom Objects and Record Types. Performed UAT and Functionality Testing.
• Managed SalesForce.com Reel Return modernization Project- providing 5000 customers and users 24/7 access to Steel Reel return requests online. Added automated email notification to 4 manufacturing plants of expected shipment arrival of reclaimed steel reels.
• Negotiated Statement of Work for development and deployment of custom objects in SalesForce.Com and FirePond CPQ On Demand with vendor and off shore consultants. Key point of contact for SalesForce.Com, FirePond CPQ On Demand, and Astadia Consulting.

System Administrator Information Builders WebFocus:

• Metrics Modernization Project Team Successfully modernized Information Builders WebFocus reporting tool used by division management for Sales and Inventory planning.
• Systems Administrator / Trainer for WebFocus BI tool: Used by the division, perform Functionality and UAT new report design liaise between business users, developers, and WebFocus development staff. Developed training materials, On-line Help Documents as well as train business users in the proper use of Alcan's Business Intelligence Tool.
• Member of project team to train and migrate to WebFocus package from Stratum unifying the division to one reporting tool.

Master Data File Manager

• Managed Master Data for corporate master files in PRMS ERP system including:
• Customer Master File for 10,000 Customers
• Product Master File for 20,000 products including Specification file,
• Terms Code Master File for 30 billing terms codes,
• World Control Master controlling back end legacy system,
• Salesman Master File for 26 distributor representatives and 8 internal salesmen,
• Warehouse Master File for 23 distributor warehouses and 15 partner warehouses,
• Code ID Master File for 200 codes used for program control,
• Information Builders WebFocus interface Master File,
• Oracle Vendor Master File

Electronic Commerce Specialist Sales Systems Training Associate

• Manage 33 Manufacturer's Representatives on NEMRA Order Process package used to processing all sales, shipping, and inventory transactions from Manufacturer's Representatives.
• Develop and packaged training documentation used by Manufacturer's Representatives and traveled and trained Manufacturer's Reps onsite as well as Managed Project to bring 2 associates from each rep location into Atlanta for training.
• Managed Product Master Files and Customer Product Specification Master Files used in manufacturing products to customer specs.
• Functioned as backup to EDI Manager.
• Managed ERP Master Files in HFA and PRMS
• Participated in team to Migrate ERP packages from HFA to PRMS, and training documentation.
• Assist Sales Department Account Managers by creating quotations, and customer price letters.