Project Manager Customer Service

HEIDI PFAFF

**** ******** ****** 847-***-****

Deerfield, Illinois 60015-2350 *******@*******.***

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EXECUTIVE PROFILE

A highly accomplished and goal-focused systems manager with expertise in

PROJECT MANAGEMENT and a demonstrated capacity to build new computer

systems. Diversified experience encompasses ability to supervise and advise

staff and to design a wide variety of systems on different platforms.

Manages full development life-cycle, including requirements definition,

detailed design, construction, testing, training and rollout. Proven track

record of success in leading large teams, managing through change, and

reviewing/re-engineering processes to drive positive results on time and on

budget.

PROFESSIONAL EXPERIENCE

Hewitt Associates, Inc., Lincolnshire, IL (1997- December, 2008)

World's largest provider ($2.8 billion in revenue) of multi-service HR

business process outsourcing.

Project Manager focusing on ITIL Change Management (2006-2008)

Primary architect for a Technology Change Management process encompassing

18,000 changes annually.

. Developed/maintained policies, procedures, process flows and

responsibility matrices to ensure that client Service Level Agreements

are met and that both planned and unplanned system outages are

minimized.

. Implemented an internal audit program for 25 platforms including

SARBOX, SAS70 and client audit requirements.

. Provided metrics that drove a reduction in late and emergency changes

and an increase in the change success rate.

. Responsible for tools enhancements and an analysis of current business

needs including cost estimates and implementation options for a new

Business System Management tool.

. Customer focused activities included conducting a customer survey,

providing process related training, maintaining a CBT and presenting

process overviews and initiatives to upper management.

PeopleSoft Applications Manager (1997-2006)

Managed a variety of application and infrastructure teams, and performed a

cross-team management

role to improve overall system quality. Participated on the IS Extended

Leadership Team and

facilitated solutions involving policy, procedures, staff, budget, offshore

development, project

prioritization, mergers and acquisitions, and IPO planning.

. Implemented two separate application development teams in India

resulting in reduced development and support costs. Responsible for

staffing, training and technical connectivity requirements.

. Defined Service Level Agreements with internal customers such as

Finance and Human Resources. These agreements included operational

level agreements with supporting infrastructure teams and led to fewer

system outages.

. Improved quality and efficiency by managing or facilitating a variety

of cross-team projects for the application development teams such as

the WIN XP Rollout, Application Development Life Cycle Methodology,

System Test Environment, QC Environment, and Consultant Hiring

Guideline process.

. Managed the PeopleSoft vendor relationship including licensing

agreements, negotiation of consulting and training rates, and case

management. Facilitated strategic direction for all application teams.

. Managed the PeopleSoft Procurement and Budget teams and was one of the

first implementers of the eProcurement module.

. Managed the PeopleSoft Architecture team during a period when Hewitt

implemented a new PeopleSoft module almost every month and responded

to 100 mailbox requests every day.

. Evaluated business needs for approximately 20 non-Y2K compliant

applications and recommended the decision to purchase PeopleSoft

Financials, EPM and Payroll.

Heidi Pfaff 847-***-****, *******@*******.***) - resume Page 2

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US Robotics, Inc., Schaumburg, IL (1996 - 1997)

Project Manager for 8 months until the firm merged with 3Com, Inc.

Kraft Foodservice, Inc. (now Alliant, Inc.), Glenview, IL (1986-1996)

Second largest restaurant food distributor in the US with $7.5 billion in

revenue.

Systems Manager (1988-1996)

. Received the President's Award for managing the PeopleSoft Financials

project through implementation within an 8 month period to meet a spin-

off imposed deadline. Evaluated and selected PeopleSoft consulting

partners to staff Financials project. Contributed to PeopleSoft

infrastructure projects such as WAN design, client configuration,

CITRIX dial-in design/testing, report distribution, job scheduling and

automated report robots. Supervised course development, on-line and

hard copy documentation and training for more than 100 end users.

PeopleSoft client/server system capabilities expanded considerably on

those present in the legacy system. Reporting requirements were cut in

half and drill down capability was provided.

. Completed the business design document and supervised 3 programmers

with the development of a new Sales/Use and Beverage Tax system for

300,000 customers and 60,000 products. Because this unique design

efficiently recorded tax information for thousands of nationwide tax

jurisdictions, products and customer types, it was copyrighted.

Resulted in the accurate calculation and collection of sales/use and

beverage taxes that led to savings of up to $3 million per year.

. As project manager for the Customer Maintenance system supervised

system redesign to improve performance and to automate district

implementation. Enabled the conversion of 26 districts to Accounts

Receivable in one year. Received a special achievement award for this.

. As manager for a Customer Transfers project, supervised 10 IS

professionals develop a system that transfers customers from one sales

route and/or district to another. This enabled Foodservice to combine

accounts into more profitable delivery routes and to consolidate

district locations into more profitable business units. Transfers

information in 500 SQL tables across Tandem/IBM platforms over an

eight week period without disrupting customer service.

. As project manager for Accounts Receivable system, supervised 3

analysts and 4 programmers develop cash application and credit

management functions. Kraft benchmarked very favorably against

industry competitors in A/R management.

Cory Food Services, Inc. - then, a division of Hershey Foods, Inc. and is

now ARAmark, (1973-1986)

System developer and analyst responsible for designing/coding or

implementing packaged software for multiple application areas including

Payroll, Accounts Receivable, General Ledger, Accounts Payable and Order

Entry.

EDUCATION

BA - Northwestern University - Honors

Computer Systems Certificate - Honeywell Institute

Accounting Certificate - Northwestern Evening Division - Honors

MBA - Lake Forest Graduate School of Management - Honors

Windows Software Development, Client/Server Technology, Web Development -

DePaul University

Six Sigma Yellowbelt Training, ITIL Release and Control Practitioner

Certification - 2007

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