Manager Customer Service
Resume:
Sharay Harris
***********@*****.***
IT Business Analyst and Support
Solid background in various industries including banking, manufacturing and
IT
Technical and functional knowledge
Database and Software/Hardware implementation including process, functional
and regression testing
Multitasking in a fast pace environment with strong management,
communication and organizational skills
Superior computer skills with several year's experience diagnosing,
resolving problems and technical issues
Experience with project methodology and application development life-cycle
Extensive analytical and research skills with knowledge of several
databases
Technical Proficiencies
Platforms: Windows 95/98/NT/2000/XP/Vista/7, UNIX (Solaris)
Networking: TCP/IP, Novell, Ethernet, Token Ring, and SecureID, VPN
Languages: Visual Basic, ABAP (Entry Level)
Tools/Applications/ERP: LAN Manager, Checkpoint Firewall, Norton Firewall &
Ghost, McAfee/Norton Virus Protection Utilities, Mortgage Flex, MS Project,
Visio, PeopleSoft, Glovia, ABAP Debugger (Classic) SAP (R/3, ECC 6), SAP
Enhancements, SAP CRM, SAP SRM, Agresso, GetPaid, MANMAN, JDE and Lotus
Notes, uPerform, LMS, Oracle 11i, HP Quality Center (Mercury Test
Director), HP Service Manager, HP SiteScope, HP uCMDB, Siebel CRM, Oracle
CRM (On Demand), Salesforce
Office Suite: Word, Excel, PowerPoint, Access, Visio, Outlook, GroupWise,
MS Project and FrontPage
IT Business Analyst Consulting 1998 - Present
Sedgwick CMS (CCS Global Tech) 8/2012-7/2013
Data Analyst
. Compiles data; prepares and distributes reports; and analyzes results
. Ensures data integrity; develops and produces reports utilized in
measuring data accuracy
. Creates reports daily to review data integrity; creates exception
reports to identify incorrect data
. Creates management reports to improve overall quality
. Creates summary reports for external clients
. Generates reports as requested by internal or external client
. Supports the Total Performance Management initiative
Fiserv (Randstad Technologies) 10/2012-1/2013
Network/Information Analyst (Overnights)
. Active monitoring of daily reports for success/fail, open and track
incidents as necessary
. Provide daily reports based on monitoring activities
. Provide ad hoc data requests in support of decision analysis
. Mine databases for data discovery, tracking, and measurement.
. Prepare monthly and quarterly reporting around customers and system
feature/functionality
. Support the IT department with trend recognition and actions
PriceWaterhouseCooper (Randstad) 1/2012-4/2012
Data Analyst
. Delivering K1 information to over 100,000 public partners
. Completed technical processes related to the collection of public
partner trading history Analyzed broker supplied data for accuracy and
trading trends
. Enhance technical skill set through database and report writer
utilities (SQL, Crystal Reports, etc.)
. Reconciliation of PARSPlus output reports to ensure accuracy, while
meeting client review and delivery deadlines
McAfee (Experis) 5/2011-7/2011
Data Analyst (Sales Operations)
. Assisting with Data Management projects include data entry, building
reports, running queries/audits and analyzing output
. Monitoring internal requests for data changes, analyzing and
processing requests under data guidelines within the department
. Assist with UAT for CRM upgrades and releases within a Siebel CRM and
Oracle On Demand
TXU Energy (AddisonGroup) 3/2011-6/2011
IT Operations Analyst (Data Center)
. Provide support for the Critical Incident Management process including
managing all Critical Incident management calls in the IT organization
. Work with the on-call IT Operations manager and level two support
resources to resolved critical incidents
. Engage outsourced vendors as necessary to resolve incidents related to
equipment or services support by those vendors
. Work closely with the business operations team to monitor and report
issues with the contact centers and to facilitate the quick resolution
of incidents degrading the overall customer experience
. Monitor the monitors for website delays or failures
. Monitor the ITCC electronic mailbox for critical notifications from
vendors, users and equipment
. Execute the weekly maintenance schedule for IT Operations
. Perform daily routine as assigned by the IT Operations Management Team
. Update the shift turnover log and the oncoming team regarding critical
incidents, monitoring or job executions
. Perform Batch Reporting duties for the daily batch report
. Reset or change SAP passwords as requested within security policies
Commercial Metals Company 9/2008-8/2009
SAP Deployment Analyst
. Plan To Produce processes for Production Planning
. Production Scheduling and Production Execution
. Quality Management in Materials Management
. Quality Management in Production
. Process Data Analysis and Requirements Gathering
. Liaised between business users and technical staff throughout project
lifecycle
. Review PLP Technical Specification to ensure accuracy of Business
Process Procedures
. Quality Management in Sales and Distribution and Test Equipment
Management
. Ensured consistent operation and analysis across the lines of business
using SAP functionality combined with existing CMC production systems
. Responsible for the SAP Quality Module, which includes information on
finished product quality, vendor certification, equipment and raw
material certification, customer complaints and employee certification
. MM Movement Types
. SD Stock Transfer/Transport
. Key point of production group which captures information for
production costing
. Job-Role Mapping
. Support for implemented solutions prior to and after GO-LIVE for SAP
ECC 60 for all custom modules
. SAP/ERP support Subject Matter Expert
National Oilwell Varco (Venturi Staffing) 1/2008-7/2008
Data Analyst IT Migration - Oracle Project
. Data Migration of CAD, Mechanic and Downhole Tools/Parts for Oil Rigs
and Offshore Drilling products to Oracle, ManMan (Kei) SAP ECC 60
Systems (SD-IS OIL/FI/CO)
. Assist PMO, Developers and Programmers for understanding of project's
strategic impacts to help mitigate risks
Landauer (Pyramid Consulting) 7/2007-1/2008
Technology Consultant Business Analyst - OE/CS/Sales Work stream Manager
. Full lifecycle ERP implementation on Agresso OMS
. Develop business process solutions through a project based
organization associated with the re-engineering of specific business
functions
. Assist in the design of Agresso as needed for the entire organization
and provided end user support
. Provide standard process and tools for performing process
transformation activities
. Interacting with business users to prepare and update Business Process
Requirements and Software System Requirements
. Work with end users to define reporting requirements, covert them into
functional specifications; assess them against standard business
content and determine the required of Agresso/ERP design
. Develop use cases, test cases and test scripts for accurate business
processes
. Facilitating delivery of project through disciplined process execution
rigor
. Provide Project Manager support to the program to ensure delivery
. Measurement of program benefits to support forecasted models
. Work with PMO, Analysts, Developer and Programmers for integrated
project plan
. Implementation of quality controls and audit checkpoints in all
program processes
. Provide consulting, business analysis and software ERP expertise
across all business application areas for the analysis, design, and
development of business applications using Agresso
. Liaised between business users and technical staff throughout project
lifecycle
National Oilwell Varco (Venturi Staffing) 2005-2007
Cash Applications Data Analyst
. Accurately allocate and apply payments to the appropriate customer
account utilizing and supporting SAP ECC 60 (SD-IS OIL/FI/CO), Glovia
and JDE
. Investigate and collect the proper backup documentation, when payments
are received without backup
. Accountable to balance daily deposits
. Perform account reconciliations
. Review Technical Specifications
. Developed test plans data integration, User Acceptance testing using
test cases for system confirmation to specifications of business and
quality requirements
. Conduct cash flow analysis
. Assist in the maintenance of credit files, client correspondence, and
invoices
. Assist the credit department in various collection tasks
Hewlett-Packard Contract (GCI Consultants) 2004-2005
Business Analyst/ Email Escalation Supervisor
. Solve a wide range of issues that enhance HP's ability to provide
customer satisfaction
. Establish and maintain strong cross-functional relationships among key
contacts in the various Business Units
. Electronic Invoice/Order processing via SAP & imPAQ Order Tracker
. Interact with the end users and suggest what can and can't be done in
SAP based on the functional knowledge
. Management of Factory Planning, Scheduling, and Procurement Systems
including FAST, MTS, Reflex, MORE Reports, EDB, SFDM, imPAQ Order
Tracker, WorkFlow/IDOC Reports and synchronization of FAST, SAP 40 and
above (Modules BW, CA, SD, QM, MM, PS, PM & PP)
. Providing operational support for the Tech Quality core process,
primarily within the SAP R/3 for application upgrade to ECC 60
. Plan, develop and initiate problem-solving strategies for escalated
issues
. Support post-production maintenance functions, documentation, and end-
user training
. Monitor and supervise the movement of orders from major corporations
. Research issues and works closely with the technicians, coordinators,
and the assembly staff to resolve issues
Williams Communications Solutions (Robert Half) 1997-2000
IS Inventory Support Technician
. Serve as initial point of contact for desktop/workgroup related issues
for the entire company
. Implemented a systematic method that improved trouble ticket
processing utilizing REMEDY
. Troubleshoot, research, diagnose and resolve technical issues using
Windows Suite, PeopleSoft & SAP R/3
. Set up workstations and laptops for employees ensuring appropriate
system configurations, software and network connectivity
. Quickly learn new applications and communicate to end users at all
levels
. Supervised all activities handled from technical deployment
. Create Technical Specification for hardware, software and peripherals
. Extensive research utilizing World Wide Web
. Provide 24X7 operational support when called upon
Administrative/Client Service Specialist 2000 - 2004
Technip USA (Venturi Staffing) 4/2008-5/2008
Document Control Analyst - Freeport LNG
. Support to the Project/Department Manager and Project staff
. Establish and maintain Notes e-mail file system for Project or
Department ensuring that filing codes are kept current
. Establish and maintain project files of non-technical documents in
accordance with client and internal procedures
. Prepare Project handbook for all E & P sectors
. Set up and maintain correspondence log for all faxes memos, letters
and meeting minutes
. File all non-technical correspondence according to the project or
department file index
. Format technical reports, specifications, documents and presentation
materials as required
. Prepare and route internal and external correspondence as required
. Coordinate arrangements for internal, vendor and in-house client
meetings
. Coordinate department or project travel arrangements
. Coordinate office availability and office assignments with
Administrative Manager
. Coordinate equipment needs with IT Services
. Coordinate supply needs with Office Services under the supply
purchasing procedure
. Coordinate Project/Department functions
Personix (Fiserv) 2/2006-11/2006
Customer Service Specialist I
. Perform very challenging professional and advanced client services
tasks to ensure client support
. Provide satisfaction through actions to avoid issues, prompt
resolution of problems
. Develop relationships with clients through visits and telephone calls
. Satisfactory performance requiring extensive motivation and dedication
to assigned clients and highly developed client service skills with
excellent knowledge of client service technology and methodology
. On-going performance of multi -tasks requires dedication and focused
concentration for extended time periods
. Analysis and evaluation to resolve technical issues
. Ability to define client and sales issues, collect data, establish
facts, and draw valid conclusions
. Work independently of supervisory and technical help with only limited
assistance ever necessary
. Works from oral or written instructions and a variety of complex job
specifications, customer service forms, literature, and business
documents
. Coach and cross-training on finished products
HEB (Todays Staffing) 2005
Quality Assurance Technical Manager
Litton Loan Servicing (Brown & Associates) 2005
Mortgage Payoff Specialists
. First point of contact for clients and authorized third parties for
information on residential and commercial property loans
. Assist large volume of clients regarding Loan information including
FHA, VA, Freddie Mac, and HUD accounts
. Prepared documentation, provide information such as payoff requests,
default loans, penalties and fees for Commercial and Residential
Mortgages
JP Morgan Chase 2000-2002
Select Service Representative
. Freelance Work/Maternity Leave 9/ 2009-2/ 2011
Education
Southern Methodist University (Houston Campus)
School of Advanced Computer Engineering & Applied Science
Certification of Completion
OSHA Certified
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