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Customer Service Manager

Location:
Tijuana, BC, 22635, Mexico
Posted:
March 14, 2014

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Resume:

Marshall E. Davis

**** ******** ****** ***

Rocklin, CA 95765

acc4w3@r.postjobfree.com - Hm

acc4w3@r.postjobfree.com - Wk

916-***-**** - Mobile

916-***-**** - Office

EMPLOYMENT & EXPERIENCE

Sr. SAP Security Systems Analyst

Intel Corporation, Folsom, California August 1999 - present

. Senior SAP Security Analyst with extensive knowledge of the current

SAP NetWeaver Suite of products including Java User Management Engine

(UME), Enterprise SAP Portal 7.0, SAP BI (Business Intelligence) 7.0,

Solution Manager 7.1, CRM, SCM, SRM, Business Objects (BO Enterprise /

Data Quality Information Steward) and SAP XI (Exchange Infrastructure)

7.0. Continually and successfully mentored junior members of the SAP

Security Team along with creating and executing training and knowledge

share materials for new processes and procedures as they were

introduced.

. 14+ years of experience in the program lifecycle with the latest

project being the complete overhaul of the Solution Manager upgrade to

version 7.1. I was the main SAP Security resource on this project and

was instrumental in the project's successful implementation as we as

receiving and Intel DRA (Divisional Recognition Award). This upgrade

reduced the amount of resource time it took to move a change to

production by 75%.

. Accurately process/translate business requirement requests into

technical specifications which require the configuration and addition

of transactions and authorization objects to profiles/activity

groups/roles. Effectively perform analyses on security roles and the

authorization objects contained therein in order to maintain

segregation of duties between various job roles and functions while

maintaining Sarbanes Oxley (SOx) compliancy. Assist internal audit in

researching and resolving segregation of duty breaches in existing

profiles/activity groups.

. Successfully managed the incoming workload and resourcing for the

entire SAP Security team as the Business Capacity Resource Scheduler

assisting in staffing projects as they required SAP Security

Resources. Duties included assigning, overseeing, and tracking project

work received from the business. Created, maintained and transitioned

a resource monitoring spreadsheet that accurately assisted in managing

this workload that is still in use today.

SAP Technical Assistance Center

Intel Corporation, Folsom, California January 1998 - August 1999

Effectively resolved first level support calls for the entire SAP landscape

at Intel Corporation. Issue resolution included business process and

technical issues. The supported applications assisted the corporation in

the manufacture, forecasting, sales and planning of its products. Provided

lead support for the HUEY/DISCO rebate module of SAP.

Intel Customer Hotline Support

Intel Corporation, Folsom, California March 1996 - January 1998

Effectively provided first level customer service while routing support

issues to the appropriate support group. Accurately maintained and posted

call routing information for internal team use onto the web utilizing HTML

format. Provided sabbatical coverage for a Customer Business Analysts for

the Latin America Region. Performed quarterly bookings and assisted our

direct customers with their microprocessor orders via entry into the SAP SD

module.

COMPUTER SKILLS

SAP R/3 (3.x & 4.x) Microsoft Office Suite SAP Solution Manager 7.1

Adobe Photoshop 7.0 Microsoft Front Page LiveCompare by IntelliCorp

Macromedia Dreamweaver MS Project & Visio 2000 SAP NetWeaver Suite of

Tools

STRENGTHS

Fluent in Spanish Strong leadership skills Quick learning abilities

Motivated team player Focused self-starter Excellent customer services

skills

Strong analytical skills Positive attitude Outstanding written and

verbal communication skills



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