Sap Customer Service
Resume:
Dennis E. Maxeiner
Brighton, Illinois 62012
*********@*****.***
summary
A hardworking, customer focused information technology professional
with extensive experience in information system analysis, technical
training, call center operations, help desk, technical/end user
support, and deployments of SAP. Functional expertise of SAP used to
meet business requirements, creation and/or conversion and development
of legacy business reports into the SAP system. The creation and
testing of SAP software using test cases and test sets. Provide
training of the end user in the use of SAP.
computer skills
Microsoft Office Suite, SAP, VISIO, Igrafix, Mercury testing tool
experience
Bayer Corporation, Pittsburgh, Pennsylvania, 1984-2009
IS System Analyst, 4/2008-9/2009
. Provided desktop help support for competency center.
. Used Peregrine ticket system to document various first level support
provided to internal customers.
. Worked closely with end users to resolve issues with Lotus Notes
databases used to support SAP documentation.
. Provide functional assistance for issue resolution with SAP reports
created during SAP implementations.
. Completed call ticket resolution in Peregrine system for documentation.
BCBS IS Analyst/Order Management and Sales and Marketing Team, 4/2002-
4/2008
. Worked on BMS, LANXESS and DIABETES CARE project deployments.
. Part of team responsible for SD business scenario flows, scripting,
configuration and design of SAP system for bid-to-cash team.
. Team lead for conversion of legacy reports to SAP. Worked with business
SME and ABAP developers to provide conversion of legacy reports to SAP
environment (SAP & BW).
. Created training documents and served on team responsible for training
end users on various order entry processes.
. Served in CMT process, created integration testing, & UAT testing
(Mercury testing tool), hyper-care, post go-live support and Peregrine
tickets for support after implementation.
America's 3.0B SAP/Order Management and Sales and Marketing Team, Animal
Health SAP Deployment, 6/1999-4/2002
. Team lead for conversion of legacy reports to SAP. Worked with business
SME and ABAP developers to provide conversion of legacy reports to SAP
environment (SAP & BW).
. Scripted various transactions for sales and marketing (SD) module in
SAP.
. Served in CMT process, create integration testing & UAT testing (Mercury
testing tool), hyper-care, post go-live support and Peregrine tickets
for support after implementation.
Bayer Prism/SAP Customer Team - Diagnostics SAP Deployment, 6/1999
. Acted as key business advisor responsible for gathering and validating
diagnostics business requirements.
. Developed SAP system to meet needs. Provided technical support/design
input for sales and marketing, order management and customer service sub-
processes.
. Oversaw service contract and service order creation.
. Worked closely with America's team in West Haven, Connecticut, to ensure
diagnostic business requirements met SAP.
Bayer/Technicon Corporation, Tarrytown, New York
Product Support Specialist, 1/1996-6/1999
. Provided second level support for automated chemistry and hematology
instrumentation.
. Troubleshoot and resolved problems on-site. Trained territory engineers
in retrofits and software updates.
. Tailored training to customer to improve day-to-day operation of system
and increase reliability of system.
. Worked closely with end users to resolve problems via phone. If
necessary, traveled to site to complete resolution to the issues.
. Entered all pertinent data into C/I system for permanent record.
ADDITIONAL EXPERIENCE
Field Service Engineer, 5/1984-1/1996. Installed and performed
routine maintenance and emergency repair on various automated
chemistry/hematology instrumentation. Managed customer territory.
Provided training of new procedures following merger. Served as group
leader for five engineers.
SmithKline Clinical Laboratories, Saint Louis, Missouri, Biomedical
Technician, 5/1981-5/1984. Maintained and repaired automated
chemistry instrumentation. Repaired and maintained various gamma
counters, centrifuges, other equipment. Maintained records for
documentation purposes.
Medical Technologist, 9/1978-5/1981. Acted as primary operator for
automated chemistry during second shift. Operated/maintained
chemistry systems. Prepared reagents and control material per
protocol. Reviewed and verified accurate patient results before
entering into laboratory information system.
NORMANDY HOSPITAL, Saint Louis, Missouri, Automated Chemistry
Supervisor, 1974-1978. Operated and maintained SMAC chemistry system.
Supervisor of three employees. Medical Technician, 1970-1974.
Served as general chemistry bench technician during this time frame.
education
Forest Park Community College, Saint Louis, Missouri
Associates Degree in Biomedical Technology, 1982
certification
HHS Certification as Medical Technologist, 1976
A+ certification
professional development
SAP LO650 SD Configuration, 2008
SAP WB100, 2000
SAP LO110, 2000
SAP LO810 Plant Maintenance, 2000
Train the Trainer, 1991
Leadership Training, 1991
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