Sap Customer Service
Resume:
JANICE RAPP
Jackson, New Jersey, 08527
Phone: 732-***-**** **********@*********.***
SUMMARY
SAP Help Desk Coordinator with extensive experience working in high-
pressured, fast paced Information Technology Department. Areas of expertise
include managing all change requests to maintain validation of the system
and writing Standard Operating Procedures (SOPs) for SAP Help Desk
Operations. Contributing member of SAP Upgrade Team with developmental and
testing responsibilities. Supported all in-house and field sales colleagues
regarding travel management, passwords, system access and
telecommunications requirements. Proven ability to maintain positive and
collaborative working relationships with colleagues and third parties.
TECHNICAL SKILLS
SAP: SAP ECC 6.0
SAP Courses: SAP ERP (Enterprise Resource Planning) Introduction E-
Learning course
SAP Web Application Server User Authorization Administration E-Learning
course
Software: Microsoft Office 2007 Excel, Word, Power Point, MS Outlook,
Visio, Live Meeting, Sharepoint, Track-It 9 Technician Client, Request,
Snag-it 9, Net IQ Administration, LogMeIn, UPS Campus Ship.
Operating System: Windows XP
Communications Software: AVAYA Site Administrator, AVAYA Voice Mail Setup,
Verizon Enterprise Center, and BlackBerry Administration Service 5.0.2.28
PROFESSIONAL EXPERIENCE
Meda Pharmaceuticals, Somerset, NJ 2000 - 2010
Help Desk Coordinator (2009 - 2010)
Supported telecommunication needs for field force and office colleagues,
assigned and maintained audix extensions, setup voice mail and cell phone
numbers. Updated communications data in the active directory, and SAP.
Utilized Blackberry Administration Service. Account liaison to Verizon.
Maintained user information on Verizon Enterprise Site. Utilized Track-It
to assess issues, and assign work tickets to appropriate technicians.
Controlled all technology returned by former employees for computers and
phones and deleted them from all major systems. Provided back up for lobby
receptionist when needed. Continued with all previous SAP responsibilities.
. Rolled out the BlackBerry Curve cell phone to the entire sales force of
400 located throughout the U.S. which provided functionality and the
benefit of sending and receiving company emails without having to connect
to the network server with a laptop. Rollout was completed on time with
no major issues.
. Member of team, which created the new procedures for SAP Authorization
and Change Control. Handled multiple incident management systems and
helped streamline incident tracking.
. Partnered with validation expert to revise Standard Operating Procedure
for SAP Change Control Validation. All procedures were reviewed and
approved by upper Management within the projected timelines.
. Member of the Facilities Team who addressed immediate repairs needed
throughout the building.
JANICE RAPP
MEDA PHARMACEUTICALS, continued
SAP Help Desk Coordinator/Administrative Assistant (2006 - 2009)
Formally MedPointe Pharmaceuticals
Provided Level 1 and Level 2 support to users including responding to calls
and emails, working with multiple ticketing systems, and monitoring issues
and requests to ensure timely resolution. Created and assigned ECC 6.0, BI,
Portals and CRM Change Control Request Forms, ensured adherence to IS
Standard Operating Procedures and interacted with SAP Functional and
technical matter experts to resolve issues. Tested processes and systems
during implementation and upgrades and assisted the IS team on multiple
occasions to improve testing timelines. Worked extensively with validation
experts to design and enhance change control forms and procedures, made
numerous proactive suggestions to improve the IS change control systems.
. Member of team for SAP R/3 Upgrade Project from 4.6C to ECC 6.0. Ran
test transactions and reports for team in order to identify issues to be
fixed during implementation, reported errors to experts. Wrote Help
document and User Guide on upgraded travel management application; became
the helpdesk expert for this application. Upgrade went smoothly and was
implemented on time.
. Asked by senior management to take on additional responsibilities when
Request system was implemented in both headquarters and offshore IS
departments to track SAP Change Control Forms. Required to set up two
systems, with IS off-shore having access only to SAP change information.
Partnered with Request consultant to learn the new system. Recommended
changes to work in sync with Track-It system. Controlled and maintained
SAP change form system, which verified all validation procedure were
completed throughout the process. This change resulted in better
tracking and communication with off-shore team increasing accuracy and
accountability for validation process throughout the change
implementation.
Credit Service Representative (2000 - 2006)
Formally MedPointe Pharmaceuticals, Formally Carter Wallace
Reviewed cycle reports provided by the returns service provider. Reviewed,
edited and released EDI return orders, which generated Credit Memos.
Account liaison to Stericycle Direct Return.
. Provided job process information to SAP implementation team for migration
from Legacy system to SAP R3 4.6C, tested processed in quality system
during implementation. SAP implementation streamlined the returns
process.
. Responsible for Account Assignments, established customer relationships,
and reported account issues to management.
. Completed SAP training for A/R Cash Application. Audited expense reports
for A/P department.
. Assisted Medicaid Rebate Department in processing Medicaid Drug Rebate
Invoices.
Equi-Dent Laboratories, Inc., Lakewood, NJ 1988 - 2000
Purchasing Agent/Inventory/Secretary
Purchased materials for production of dental prosthetics, filled stock
requisition sheets, posted invoices, data entry, customer service, domestic
and international shipping and receiving. Preformed year-end physical
inventory.
EDUCATION
Associate Degree, Liberal Arts, Ocean County College, Toms River, NJ
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