Customer Service Administrative Assistant
Resume:
Karla J. Richardson
Liberty, MO 64068
816-***-**** (Home) / 816-***-**** (Cell)
Email: abjri3@r.postjobfree.com
Summary of Qualifications
> 20+ years in the IT Industry
> 6+ years Administrative Assistant experience
> 10+ years SAP logistics experience (primarily SD, but also WM,
MM, FI/CO)
> Certified SAP SD System Configurator, 4.7 and ECC
> Completed 1 Full Life-Cycle SAP Implementation in Foods
Manufacturing Environment
> Production Support; Design Planning; Testing; Configuration;
Training
> ITSM Incident and Change Management - Advanced Knowledge
> Certified ITIL v3
> Outstanding Customer Service Skills
> SLA Report Development
> Honest; Dedicated; Detail Oriented
Professional Experience
Capgemini (formerly Capgemini/Ernst & Young, and formerly Heartland Data
Services)
1998 - 2010
Systems Analyst Project Details:
. Report Developer - Developer and tester on Digital Fuel which utilizes
ServiceFlow 6.1. ServiceFlow is a custom 3rd Party software which
utilizes SQL and Oracle, and interfaces with various types of databases
and other file types. Assisted large accounts with developing service
level agreement (SLA) reports which tracked compliance. These reports
were designed in accordance with measurements defined in contracts.
Transitioned clients into a stable working environment after go-live,
and provided on-going support. 10/2008 -
4/2010
. SAP Implementation (Foods Manufacturing client) - Testing, analysis,
planning, design, and configuration (with heavy emphasis on pricing
modifications and foreign currency). This resulted in a successful and
timely SAP 4.7 full-cycle implementation at 2 pork processing plants.
Provided on-site support at one of the Shipping/Receiving docks and
offices. Provided SAP Warehouse and Shipping training to the Shipping
Supervisor, along with other Shipping and Inventory personnel.
Supervised the personnel to ensure the SAP warehouse processes were
performed correctly. Ensured the required documents, including Bill of
Lading, were printed and provided to the truck drivers.
1/2008 - 7/2008
. SmartTrack Utilities - This offering partnered with SAP to provide a 70%
ready-made template to utility companies within the U.S. and Canada.
The remainder of the configuration would be customized to suit customer
requirements. Gathered business requirements; Use Case Analysis; Design
Build; CRM (Customer Relationship Management) and SD configuration;
Testing; Training.
2/2007- 1/2008
. SAP Production Support (Automotive client) - SAP 4.7 - Developed and
carried out Unit and System test cycles and scenarios; Setup master
data; Performed SAP Sales and Distribution (SD) and Materials Management
(MM) configuration; Transport Management; Production Support provided to
end users in the SD and MM modules; interfaced with the EDI (Electronic
Data Exchange) application; Developed reference and training
documentation. 10/2006 - 2/2007
. SAP Production Support (Manufacturing client) - Provided ongoing SAP
Production Support to end users across the globe. Held the role of the
lead and Subject Matter Expert (SME) on pricing, output determination,
Order to Cash processes, Inter/Intracompany invoicing, credit
management, and commissions. Performed analysis, testing, system
configuration, transport management, documentation, and training.
Maintained daily communications with end users, super users, and
management to ensure incident and change requests were handled in a
timely and professional manner.
2002 - 2006
. 1st Level SAP Support (Agricultural client) - Responded to incoming
production related calls from end users. Provided either immediate
resolution to the end user, or worked directly with the 2nd and 3rd
level resolver groups to correct the issue. Communication handled in an
effective and timely manner. Toured two Pork Processing plants and
acquired knowledge of the Automated Data Collection, and plant workflow.
Gained practical knowledge of SAP, and was self-motivated to ensure
that my knowledge base continued to increase. Tested with resolvers in
the SAP Quality Assurance client and provided final approval to move
transports to the SAP Production client. Excellent communication skills
put into practice. 1998 - 2002
Heartland Data Services - (Agricultural sector client)
1991 - 1998
. Administrative Assistant and Customer Service - Phone management; word
processing functionality performed. Typing speed = 75+ WPM.
Professional attitude and hardworking. Provided hardware and software
support to end users.
Training Classes plus Software Knowledge:
. SAP R/3 - Sales/Dist Processes (Rel 4.6)
. SAP R/3 - Sales Pricing (Rel 4.6)
. SAP/CRM - CRM Solution Overview
. SAP R/3 - Human Resources (Rel 4.6)
. Service Flow Configuration 6.1
. Microsoft Outlook
. Microsoft Office Suite
. EARS and ITSM ticket management
. SQL - basic knowledge
. ITIL Fundamentals Training
. Internet, Advanced Searching
. Seven Habits of Highly Effective People
. Fundamentals of 4th Generation Mgmt
. MAGIC - Customer Service Skills
Certifications:
SAP: Supply Chain Management - Order Fulfillment ECC - September 2007
SAP: Supply Chain Management - Order Fulfillment 4.7 - November 2006
ITIL Foundations v.3 - July 2008
Higher Education:
York College, York, NE
Associate of Arts
Graduated Magna Cum Laude / Phi Delta Kappa
Lubbock Christian Univ, Lubbock, TX
Bachelors of Science in Education
Graduated Magna Cum Laude
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