EDUCATION

• MBA, Business Management

PROFESSIONAL PROFILE

• 10 years global ERP system development, administration, and support experience (SAP SD, APO, CRM) including working knowledge of system change management procedures
• 8 years functional experience in full cycle SAP implementation in APO & SD modules (including business requirements gathering, documenting functional specifications for RICE Objects, testing, & training)
• Experience with ITIL change, release, incident processes and validated testing protocols
• SAP SD basic configuration skills
• 8 years leadership experience in sales/service operations, supply chain planning, & customer service
• 10 years operations planning/inventory management experience
• 20+ years analytical experience, including: AOP planning/tracking metrics, operational scorecards, revenue/sales, market size/share, pricing/contracting, account performance, and operational controls.
• Experience developing goals, metrics, and service level agreements that drive operational excellence
• Process development and improvement experience
• Working knowledge of critical policies: HIPPA policies, Medicare reimbursement for medical devices, revenue recognition regulations & Sarbanes Oxley.
• Strong computer skills, including system support tools (i.e. Solution Manager, Test Director, HP Quality Center, Infra GRS,), Project Mgmt tools (i.e. Ascendant, Microsoft Project), Excel, Word, Power Point, report writing (SQL, Business Objects); ERP Planning Systems (JD Edwards, SAP ECC 6.0, SAP R/3, SAP APO, SAP CRM)
• Cost center planning / budgeting experience.

Confidential, Hopkins, MN
SAP Application Maintenance & Support Supervisor(Service Delivery)(Aug 2011 – current)

• Provide team leadership for day-to-day activities of Support BAs (Company & contractors) for procurement, order to cash, financial reporting, and trading processes
• Interface with technical groups including ABAP coding, Basis, Hosting, and Data Center to coordinate issue resolution and ensure systems perform at optional level and meets end user requirements
• Work with Global Process teams and customers to properly prioritize and resolve call tickets
• Communicate status of system issues, processes and activities to end-users and business units

Confidential, Minneapolis, MN 
SAP Application Production Support Lead(Enterprise Applications)(Dec 2005 – Aug 2011)

• Manage interaction, support, and implementation of global system changes & requirements for SAP processes in production
• Provide team leadership for day-to-day activities of Support BAs (Company & contractors)
• Act as working lead by participating in technical analysis of issues
• Interface with technical groups including ABAP coding, Basis, Hosting, and Data Center to coordinate issue resolution and ensure systems perform at optional level and meets end user requirements
• Work with Global Process teams and customers to properly prioritize and resolve call tickets
• Manage entire lifecycle for production enhancement process (analyze requests, design estimates, approvals, work prioritization, oversee delivery to production)
• Communicate status of system issues, processes and activities to end-users and business units

SAP APO Process Implementation Lead(Centerpiece Project)(Oct 2002 – Nov 2005)

• Project Management: Work with Process Owner to generate / manage detailed project plans for program deliverables for full cycle SAP implementations.
• Scope: Manage SAP Advanced Planning Optimizer (APO) sub-process team activity. Serve as a subject matter expert for business community and other IT groups.
• Communications: Generate any material required to present out program status, issues, decisions, or any other topic required by the Centerpiece Program Office or supporting functional councils.
• Translate high-level business requirements into detailed functional specification and manage request for change to the specifications
• Work independently with end-users and business partners to assess the business customer requirements, match these requirements to objectives and guide them to the applicable processes.
• Ensure processes/plans are understood by local business resources and resolve Business Issues conflicting with the Global Design

Business Process Manager(Field Shared Services–Customer Service) (Jan 2002-Sep 2002)

• Provide direction and leadership in the improvement and control of quality, cost, and effectiveness of service operations.
• Manage a team (Business Process Analyst & Project Coordinator) to carry out the service, efficiency, quality, and cost containment strategies of Customer Service.
• Manage department Service Level Agreement partnerships with business units and maintain effective communication that results in collaborative shared services and business unit objectives / strategies.
• Lead and/or facilitate Lean-Sigma cross-functional initiatives to drive meaningful business improvements.
• Interpret, implement and maintain operating polices, procedures, and documentation to insure compliance to all Regulatory / Quality standards (i.e. SAB 101, Sarbanes-Oxley, field actions)
• Contribute to the future of Medtronic’s ERP system design and process change management by acting as a key operations knowledge resource for the Centerpiece/SAP project.

Distribution Operations Lead(Field Shared Services–Customer Service) (1999-2002)

• Establish direction, objectives, and measurements related to sales operations delivery model and company asset management based on overall BU Supply Chain/Finance/Marketing goals.
• Provide leadership for analytical and tactical processes related to inventory management.
• Meet corporate objectives for inventory obsolescence reduction.
• Establish effective communication with customers and field sales regarding asset management.

Cardiac Rhythm Mgmt Inventory Planning Lead (USCV Distribution) (1997 - 1999)

• Managed the AOP process for finished goods demand, scrap and obsolescence plans.
• Managed strategies, analysis, and reporting for all asset management activities including phase in/phase out planning, product availability, expiration, and mfg. delivery performance.
• Lead a Planner team chartered with successful inventory management and resulting financial impact.