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Customer Service Management

Location:
Denham Springs, Louisiana, 70726, United States
Posted:
March 02, 2011

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

**** ******* ******* ****.

Denham Springs, Louisiana 70726

Mobile Telephone: 225 ***-****

Email: **********@*****.***

Email: *@*************.***

Professional Certification

SAP Certified Application Professional - Supplier Relationship Management

7.0 (SRM 7.0)

Work History

15+ Years State of Louisiana (IT Business Analyst)

Division of Administration

Baton Rouge, Louisiana

Professional Experience:

Miss ******** is currently an SAP SRM Sub-Team Lead implementing and

supporting SRM 7.0 with Procurement for Public Sector 3.0. She has over two

years of configuration experience in SAP SRM and ECC, five years of

Business Warehouse and Informatica experience. She has in-depth knowledge

of Operational and Strategic Procurement within a wide variety of Software

systems/vendors (SAP SRM & BW, AGPS, AMS, CFMS, eCAT, LaPAC, INFORMS). She

has excellent analytical skills and the ability to clearly communicate

allows her to translate Management initiatives and end-user interaction

into practical business solutions. She has used her extensive consulting

skills, business knowledge, and system expertise to effectively implement

expected business results in following projects:

SAP SRM (Supply Relationship Management, SAP Catalog Management,

and

SAP SUS (Supply Self Service))

Business Objects (Mapped Legacy to Data Marts (Informatica),

Developed Reports)

AGPS/CFMS/Financial (Advanced Government Purchasing System & Contract

Financial Management System)

LaPAC (Louisiana Procurement and Contract Network)

LA ECAT (Louisiana Electronic Catalog Shopping and System)

SAP Travel (Authorization, Advances, and Expenses)

Project Experiences:

? 2008.07 - 2011.02 SRM Sub-Team Lead

Accomplishments:

> Hi-Five Award - Recognition by colleagues for Outstanding Performance

for help, service, dedication and commitment beyond normal duties.

> Resolved 29 SRM GAPS in three months.

Responsibilities:

> Gathered complex Business Processes and data requirements to support

States procurement processes.

> Developed and conducted working sessions to gather states

requirements.

> Created Business Process, Functional specifications documents.

> Worked on gaps and created functional specification documents.

> Tested alternative solutions for gaps to meet the requirements.

> Configured the SRM 7.0 application.

> Activated Public Sector related business functions in the system.

> Demonstrated public sector functionality such as Payment Retainage,

Payment Plan, Incremental Funding, Future Date Posting, Park and Hold,

Pricing Arrangements, Optional Lines items etc.

> Configure, Replicate ECC HR Organization Structure into SRM

> Performed Cut over Task list activities.

> Assist business users in preparing integration scripts.

> Implemented Self Service, Central Contract Management business

scenarios.

> Worked on BW/BI requirements with the users.

Served as a functional expert on the Enterprise Resource Planning (ERP)

Logistics team of the Integrated Statewide Information Systems (ISIS) ERP

project and provides ISIS/ERP lead consulting services to the various state

departments and agencies. Provides expert knowledge of the capabilities of

the multiple functions of ISIS/ERP as well as purchasing/contract

management business practices. This includes speaking during Blueprint

sessions, vendor conference calls, and meetings of the State's existing

business processes. Relates this knowledge to the information processing

system, as well as other team members. Provides assistance in resolving

highly complex issues and problems related to ERP.

This includes such activities as: translating business requirements into

detailed functional specifications, providing assistance, and making

recommendations to solve complex system related issues and problems;

directing system assurance tasks; referring users to other groups as needed

for training, system security issues, database assistance, communications

problems, etc.; and reviewing the agencies' utilization of AGPS/CFMS and

the new ERP system to ensure the maximum benefit to the agencies. Initiates

and analyzes complex requests for changes to ISIS/ERP to ensure compliance

with state policies and practices and to ascertain impact to ISIS/ERP

applications and users. Supervises the activities of ITSSA functional

analysts. This includes such activities as: assigning tasks and monitoring

progress to assure timely and successful completion, review and

recommending changes or approving work plans and schedules, meeting with

staff individually or as a team to discuss statuses, recommending

specialized training or assistance if needed and review/approving leave

requests based on work assignments.

? 1999.09 - 2008.07 Information Technologies Statewide Systems Program

Analyst

DUTIES:

Served as a team lead and systems consultant to state agencies on all ISIS

applications (SAP ERP/AGPS/AMS/CFMS/LAPAC/ECAT/SAP Travel/Business Objects-

Informatica). I was a part of a team that implemented the following

statewide applications LAPAC, ECAT, SAP Travel, and Business Objects.

Assisted in complex issues, problems, and system releases for all ISIS

applications. This included providing extensive technical assistance and

making recommendations in resolving complicated business processes and

system related issues. Upon system upgrades being released, I developed

implementation and testing strategies. Clients of ISIS, key stake holders,

vendors and end users, requested my expertise when contemplating

modifications to ISIS applications. I analyzed these requests to guarantee

compliance with state rules and regulations and to access the impact on all

applications in ISIS. Using my in-depth knowledge of procurement

processes, I developed and prioritized modifications to ensure a successful

implementation. This included such activities as: writing specifications,

developing test plans, conducting and documenting tests, and evaluating and

recording the results. I planned agency conversions to ISIS applications.

This included developing workshops with clients to identify how to

streamline and improve business processes and determine the tasks necessary

for a successful conversion. To provide clients with the statistical and

analytical tools necessary for evaluating their business processes, I

developed and implemented Business Objects Warehouses using Informatica.

Provided customer service by working with agencies to develop special

reports, preparing for system and performance audits, developing and

conducting training classes for new users of AGPS/CFMS, LAPAC, ECAT, SAP

Travel, and Business Objects Warehouse. This involved working with team

members in analyzing training goals and developing a progressive schedule

of classes. While employed with the Office of Information Services, a key

steak holder, the Office of Contractual Review, requested that I develop

all reports for their office. This request included evaluating their

office's statistical data in order to create their Annual Report which was

mandated by the legislature. I also recruited, hired, monitored and

trained junior analysts as needed. In 2008 I was selected to be on the SAP

ERP Project for the statewide implementation of SAP Supplier Relationship

Management 7.0.

? 1998.10 - 1999.09 SIS Analyst

DUTIES:

Acting as a business analyst I provided technical assistance to end-users

and vendor staff regarding ISIS applications (AGPS/CFMS/Infomaker). I was

part of a team that implemented the ISIS AGPS and CFMS logistics

applications statewide. Collaborated with other State Agencies technical

staff and Vendor staff concerning application designs, problems, and

issues. Developed and analyzed change requests for ISIS applications to

insure compliance with rules and regulations, and accessed the impact on

these applications to ensure system integrity. This included such

activities as: writing specifications, developing test plans, conducting

and documenting tests, and evaluating and recording the results. I

provided customer services in the form of answering advanced help desk

questions pertaining to system security, database, communication problems,

developed reports for statistical purposes and system performance audits.

I also developed and conducted training classes for clients of ISIS to

ensure and continuing education programs for experienced ISIS users. I

planned agency conversions to ISIS applications. This included developing

workshops with clients to identify how to streamline and improve business

processes and determine the tasks necessary for a successful conversion.

Conducted user group meetings related to ISIS to assist clients with the

transition from the legacy system to ISIS. Due to my leadership abilities

in designing and implementing effective strategies, new products, and the

management of resources I was promoted to an Information Technologies

Statewide Systems Program Analyst.

? 1989.01 - 1998.10 Contracts/Grants Analyst

DUTIES:

As lead analyst I analyzed approximately 3400 professional contracts and/or

grant agreements, requests for proposals, budgets, amendments and sub-grant

agreements worth $450 million yearly for approximately 138 individual state

agencies to ensure compliance with federal and state regulations. This

included working with the Attorney General's Office, Secretary of State,

Civil Service, Legislative Auditor, Higher Education, and other State

Departments in validating scope of services, funding sources, and payment

terms oin contracts. I participated in conferences and meetings to further

educate myself in the development of contracts. Provided technical

assistance and training to agency personnel, vendors, and other team

members in the negotiation of contracts. Obtained and reviewed performance

evaluations after completion of a contract to ensure compliance with state

law. It was my responsibility to develop the Office of Contractual

Review's Annual Report that was mandated by the legislature. This involved

analyzing and evaluating statistical data from reports I developed. Upon

request I created Ad-Hoc reports for the legislature, news media,

Commissioner of Administration, etc. Assisted in the maintenance of the

OCR's Internet website. Represented my office on the ISIS project which

implemented the AGPS and CFMS logistics applications statewide. During the

course of this project I was recruited and hired by the Office of Statewide

Information Systems as an SIS Analyst.



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