Project Manager Customer Service
Resume:
Rebecca A. Voss
******@*********.***
http://www.linkedin.com/pub/rebecca-voss/6/b54/2ab
Willing to relocate
SUMMARY
Action driven professional who has managed numerous successful projects and
led cross functional teams in analysis of business requirements, change
management, system development and implementation. Successful and
experienced leader of cross-functional teams involving Product Business
Groups, Legal, Human Resources, Sales and Marketing, Field Service,
Manufacturing, Quality, Mergers/Acquisitions, Point of Sale, Pricing for
retail and Rent to Own, Corporate Leasing and Finance. Strong business
analysis and decision making skills to solve complex business problems by
using information technology, business intelligence software and creative
problem resolution. Excellent interpersonal skills with the ability to
communicate effectively with both technical and non-technical customers.
Strengths include:
Outstanding liaison between users Troubleshooting Expert
and onshore/offshore programmers
Software Development Lifecycle Systems Integration
(SDLC)
Software Requirements Specifications Change Management
Project Management - Waterfall and Data Analysis
Agile
SAP ERP R/3 4.7 and 6.0 Super user - Business Transformation Functional
CRM Analyst
SME - Point of Sale Application - SME - Pricing application - Retail
Retail and rent to own and rent to own
Quality acceptance test scripts and Corporate Leasing
testing
PROFESSIONAL EXPERIENCE
Flextronics, Austin, Texas
Business Systems Analyst (contractor) 2013- Present
. Provide level 1 and level 2 support for in house manufacturing flow
application.
. Ensure all manufacturing stations are configured and perform updates per
operation's approval.
. Setup user groups and access control
. Create EDI mapping documentation along with Inbound and Outbound process
flows
Rent-A-Center, Plano, Texas
Senior Business Systems Analyst 2012- 2013
. Senior business analyst for custom in house Point of Sale (POS)
application including CRM for retail and rent to own business.
. Lead business analyst for Oracle in house Pricing application for retail
and rent to own business.
. Senior business analyst for Corporate Leasing business.
. Senior and Lead business analyst roles included but not limited too,
gathering, discussing, documenting and communicating business
requirements. Documented system integration data flows for business and
IT purposes.
. Product Owner (PO) in Scrum environment
. Perform Functional Reviews meeting before and after initial development
with programmers/developers and quality testers for overview and
question/answer sessions.
. Work with programmer/developers and IT management to ensure projects stay
on schedule.
. Created and reviewed test scripts for POS and Pricing application.
. Assisted training and business with training documentation and change
management procedures.
. Responsible for documenting and presenting change request to the Change
Control board weekly meetings. After approval, following through with
development, testing, training and implementation of each
request/enhancement.
Rebecca A Voss - ******@*********.***, 512-***-**** Page 2 of 3
Dell, Austin, Texas
Business Systems Analyst Sr. Advisor 2011- 2012
. Gather, understand, document, communicate with negotiations the overall
approval of business requirements with data and process models in an SRS
- Software Requirement Specification format.
. Work with offshore programmers to provide accurate understanding of
business requirements, along with communicating software limitations and
possible alternative solutions to business team.
. Create User Acceptance Testing (UAT) scripts, work with business users to
perform UAT testing and documenting of defects.
. Create internal communications and training of software and business
process changes/enhancements for each release.
Hewlett-Packard, Austin, Texas
IT Business Consultant IV 2010- 2011
. IT Business Engagement Lead on SAP full country deployment in Brazil -
legal and tax
. Team mediator for project scope definition, feasibility analyst and
project strategy.
. Work with business and IT teams to create cost estimates, cost benefits
analyst and overall ROI.
. IT Business Engagement Lead on acquisition professional services
implementation
. Business and IT liaison for replacement of acquisition quote to cash
applications to HP standard applications and processes
APPLIED MATERIALS, Austin, Texas
Global Leader in Semiconductor and Solar Manufacturing
1995-2010
System Project Manager 2006-2010
. Business owner of SAP Global Installed Base - over 36,000 equipment/tools
- semiconductor, solar and non-Applied Material included. Equipment
configuration, location, chambers/major sub assemblies and
classification. The "go to" person for the set up, maintenance and user
support for the Global SAP Installed Base application. SAP Business
transformation functional analyst.
. Gathered and understood the business and global user's needs, documented
the business requirements/procedures and produced numerous work
flowcharts. Worked to improve processes/procedures to meet ISO
requirements. Worked with IT and business units to find the best win/win
compromise with the current application limitations.
. Developed change management plan and implemented continuous
communications to management and users before, during and after each
deployment.
. Developed and delivered SAP end user documentation, processes and
training. Conducted numerous face-to-face and netmeeting/emeeting
training to receive input from users and explain business and software
changes.
. Provided consultation to users regarding processes and procedures to
improve business utilization of SAP.
. Lead the test script design, test and resolve team for an estimated total
of 500 scripts for master data.
. Owner of over 70 SAP roles, which included involvement in access control
design, provided role approvals, user support and audits.
. SAP Installed Base business owner for Applied Materials Global Solar
Integration Project - adding approximately 5000 new equipment types and
training over 1,000 users.
. Successfully gathered data attributes and provided user training along
with change management to new and current users for several company
acquisitions for equipment and CRM data.
. Assisted in development of ongoing metrics (KPIs) and maintaining
dashboard. Responsible for weekly, monthly and quarterly data analyst and
reports.
. Active team member for all post mortem sessions after each major
implementation project.
. Worked with management and global users to manage ongoing list of
requested business and software enhancements by priority.
. Handled daily user and business process issues and found short and long-
term solutions. Provided excellent customer service and troubleshooting
skills.
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APPLIED MATERIALS, Austin, Texas
Integrated Knowledge Environment Project Manager 2002-2006
. Application business owner for several different customized internal
field service applications. Functionality included labor entry,
equipment installed base, Brio reports, human resource organizational
structure and employee contact information.
. Application business owner for Field Service Portal developed with Yahoo
Tibco - one central location for application access and links for global
users.
. Developed and managed the global conversion of a manual part return
process into an automated process for tracking, monitoring and
determining part return status.
. Project lead of the Intellectual Property Implementation project - access
control and IP labeling.
. Global manager for IT Program Executive Funding- held quarterly ROI
meetings with all global business owners and presented to the executive
council for approval/funding. Secured funding for approved projects and
managed project timelines to insure successful implementation.
. Developed and controlled loan labor access to control process.
. Created numerous training courses - online and classroom.
APPLIED MATERIALS, Austin, Texas
Regional Manager for Applied Strategic Knowledge Solutions 2000-2002
. IT support manager for field service users in Arizona, Colorado, New
Mexico and Texas.
. Led regional "Tech Refresh" implementation team which successfully
distributed over 300 standardized laptops and desktops.
. Managed three IT support contractors.
. Created user communication and documentation for standardized hardware
and software.
. Laptop and Desktop inventory control and monitoring.
APPLIED MATERIALS, Austin, Texas
Motorola Account Team IT Support 1995-2000
. Installed the first T1 line in the Motorola vendor area at the Austin,
Texas sites.
. Developed Lotus Notes Databases for document sharing and tracking.
. Provided hardware and software support for over 100 field customer
engineers.
. Opened a new Applied Material office which included leasing contract,
office equipment and furniture, phone and data lines, signage, etc.
. Supported over 100 customer engineers with all administrative duties,
including but not limited too, HR payroll, equipment labor entry and
equipment uptime tracking.
. Numerous Key Performance Indicators (KPI) tracking.
. Managed two Administrative Assistants.
EDUCATION
Austin Community College
Continuing Education
IT Project Management
University of Phoenix
School of Business Administration
Austin Community College
Associates of Applied Science in Computer Information Systems
Scholastic Leadership Roll
SOFTWARE SKILLS
Advanced skills in Microsoft Office -Word, Excel, PowerPoint, Access,
Microsoft Project, Visio, Lotus Notes email, Lotus Notes database
development, Outlook, Livelink, NetMeeting/WebMeeting, SnagIt, Interwise
and uPerform, Quality Center, SharePoint, Brio, Oracle 11, SAP 4.7 and SAP
6.0 CRM, MM and SD, Custom in-house Point of Sale application, Oracle based
custom Pricing Application, Microsoft Team Foundation Server (TFS)
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