ANDREW KAMAU NDIRITU

Email: acfrko@r.postjobfree.com

OBJECTIVE

A skilled business process analyst with experience in successfully

integrating data-driven business strategy with technology, to improve

business process performance and efficiency, is seeking an SAP Consultant

position where I can help clients optimize business process effectiveness

and efficiency while building on my foundational SAP knowledge.

EDUCATION

Bachelor of Business Administration

Western Michigan University, Haworth College of Business.

Kalamazoo, MI

Major: Computer Information Systems Major GPA: 3.50

Minor: General Business

Graduate Certificate

Central Michigan University. Mount

Pleasant, MI

Major: Enterprise Resource Planning using SAP June

2014

Master of Business Administration (MBA)

Central Michigan University. Mount Pleasant, MI

Major: Management Information Systems Expected: Dec 2014

CERTIFICATIONS

. SAP Certified Associate - Business Process Integration with SAP ERP

6.0

. Six Sigma Green Belt - Villanova University.

SAP ERP 6.0 EDUCATION AND FUNCTIONAL KNOWLEDGE

Practical experience configuring, implementing and working with:

. Organizational Structures / Levels

. Master Data

. Transactional Data

. Key Business Process Cycles and Integration Points

In the following business processes / modules:

. Financial Accounting (FI).

. Management Accounting (CO).

. Procure to Pay.

. Order to Cash (SD).

. Material Planning (MM).

. Manufacturing Execution.

. Inventory and Warehouse Management (WM).

. Enterprise Asset Management and Customer Service.

. Program and Project Management (PS).

. Human Capital Management (HCM).

. Business Intelligence using SAP NetWeaver BW 7.3.

. Internal Controls using SAP GRC.

OTHER TECHNO-FUNCTIONAL SKILLS

. Business Requirements Gathering.

. Stakeholder relationship(s) management

. Process Improvement.

. Business Analysis.

. Process Mapping.

. Key Performance Indicators.

. Predictive Analytics

. MS Access.

. MS SQL Server.

. MS Project.

. MS Visio.

. Strong MS Excel / VBA skills.

. MS SharePoint.

. Tableau.

. Minitab.

. Call Center Technology Management.

. Six Sigma methodology

WORK EXPERIENCE

PNC Bank

Performance Analysis and Reporting - Business Analyst II Mar

2012 - Present

As part of the PNC Bank Operations Performance Analysis and Reporting Team,

my responsibilities entail:

. Leading strategy and planning meetings with internal business partners

in developing Key Performance Indicator metrics for their specific

functional teams.

. Designing process maps for back-end bank processes in an effort to

determine measurable metrics and ways to improve them.

. Designing and implementing deliverables from strategy meetings into

tangible Key Performance Indicator reports using MS Access, MS Excel

and Tableau.

. Maintaining and performing database administration activities on the

reporting data warehouse.

. Managing master data and key figures in the reporting data warehouse.

. Designing and implementing ETL solutions from multiple data sources

and host systems.

. Designing scorecards and meeting decks for presentation to bank

executives.

. Designing executive reporting dashboards using Tableau and MS Excel.

. Designing and maintaining a reporting SharePoint site for the

Performance Analysis and Reporting team.

PNC Bank

PNC Lending Services - Business Systems Analyst II Jan 2010 -

Mar 2012

Earning a promotion within the Strategic Centralized Dialer Unit, my

responsibilities entailed:

. Interacting with business unit(s) management to coordinate the

development of call center campaign strategies and plans that would

best meet their business goals/ targets.

. Using Avaya PC 4 system admin tools to physically design automated

dialer strategies from customer data provided by the various business

unit host systems.

. Collecting campaign statistics and data as relates to the business

units supported in a MS SQL Database data warehouse.

. Maintaining data integrity in the database and performing all

administration and maintenance activities on the database.

. Designing and implementing ETL solutions from multiple data sources

and host systems.

. Managing call center customer master data.

. Providing daily, monthly quarterly performance reports to all

supported business units as pertains to their dialing campaigns.

. Building custom and ad-hoc reports when requested by business unit

managers using MS Access, MS Excel and SQL server.

. Continuously analyzing performance reports/data and making

recommendations to business units on better strategies and call

center process improvements.

. Once a month, summarizing Key Performance Indicators data for

presentation to upper management.

. During my tenure in this role, I was responsible for leading a Six

Sigma Green Belt project that helped improve call center customer

connection rate by 35%.

PNC Bank

PNC Lending Services - Business Systems Analyst I Feb

2008 - Dec 2009

Working in a 12 member team within the Strategic Centralized Dialer Unit

(SCDU) of PNC's Lending Services, my responsibilities entailed

administrating 3 Avaya predictive dialers that supported over 600-700

agents across 6 call centers.

Within the SCDU, my responsibilities included:

. Providing onsite/offsite call center agent level support via email,

telephone and physically troubleshooting agent workstations when

needed.

. Ensuring dialer campaigns are run efficiently and call standards are

adhered to by monitoring agent activity, agent performance, agent work

times and record turn-around times.

. Providing basic performance reporting to supported business units.

. During my tenure as a BSA I, the team underwent a successful complete

Avaya Dialer upgrade project, with a project scope affecting over 600

end users, upwards of $2MM in project costs, spanning over 6 weeks in

3 different sites I contributed to the project by providing useful

input in early stage planning meetings, doing data backups, rebuilding

data, end user training and post-rollout support.

National City Bank

National City Lending Services - Collector I

Dec 2005 - Jan 2008

. Responsibilities included: Contacting customers in a blended call

center environment through manual and automated dialer outbound calls

and receiving inbound customer calls via an ACD.

. Lines of business contacted included, Credit cards, Signature Lines of

Credit, Commercial Cards and Small Business Lines of Credit.

. Worked with delinquent customers to resolve past due accounts.

. Mitigated bank losses by engaging in tough negotiations with

delinquent customers holding unsecured accounts by offering various

payment options and plans.

. Maintained high individual performance index as well repeated team

success.

. Maintained repeated high quality assurance standards/scores when

evaluated.

. Nominated for National City Excel Award

. Awarded National City MVP Award.

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