Service Manager
Resume:
Confidential Resume of
Adela Ball *** Reservoir Road
West Chester, Pennsylvania 19380
( *****.****@*******.***
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Information Technology ~ Enterprise Resource Planning ~ Customer
Relationship Management ~
Strategic Planning ~ Process Re-engineering
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Technology and business visionary with managerial and hands-on experience
in developing, implementing, and supporting mission-critical IT
architectures and infrastructures. Proven ability to bring the benefits
of technology to solve business issues while collaborating effectively with
executives, users, peers, and clients. Led development and deployment of e-
Business, and IT solutions.
CAREER TRACK
Tecnico Solutions Ltd. 2002 - Present
West Chester, Pennsylvania
Technology Leader specializing in the implementation of e-Business global
implementations, Infrastructure and Enterprise Software; adeptly develop,
manage and implement effective technical solutions for corporate clients
critical to improved operating efficiencies. Specialize in developing
cost-effective enterprise resource planning and network solutions and to
increase client business operations dramatically. Work closely with
clients to identify scope of engagement, define testing strategies,
define relevant processes, create deadlines, gather required resources,
and directly manage projects from inception through delivery and through
post-implementation training and troubleshooting phases. Effectively
manage and implemented production functions as required. Performed
business analysis to determine areas for improvement and applied process
improvement.
Senior Oracle Consultant - TEVA Pharmaceuticals(March 2010 to Present)
Modules: iSupport, Framework, Java and HTML.
< Worked with management to define the iSupport project by creating the
Project Plan which included Phases.
< Worked with the IT infrastructure team to extend the infrastructure to
include the ability to allow customers to access the iSupport
framework. The design includes firewall and reverse proxy
technologies.
< Implementing the iSupport application to include the setup of standard
and customized functionality utilizing the AK Developer application
that allows for the customization of the user-interface.
< Design and implemented a custom Menu system utilizing Java to create
the java class file
< Design and implemented a custom look-and-feel by creating various
custom style sheets to support the branding of the application.
< Created a custom login program and integrated it into the iSupport
homepage, allowing the client to bypass the use of the
AppsLocalLogin.jsp
< Created several custom jsp programs to support the requirements.
< Work alongside the DBA to define the configuration as it relates to
the firewall and the setup of the external instances.
Senior Oracle Consultant - BAE Systems(Sept. 2005 to Dec. 2009) - Global
Defense and Aerospace Organization
Modules: Field Service, Customer Service Management, Contracts Management,
Order Management, TeleService, Knowledge Management, Service Contracts,
iSupport,, Install Base, Content Management, Field Service, Territory
Management, Assignment Management, Spares Management, Mobile Field Service,
Depot Repair, Business Intelligence, OF Framework and JTF Framework.
Design, manage and implement solutions to meet business requirements for
the Platform Solutions Division's organizations: Commercial Avionics,
Defense Avionics and Vehicle Systems. Designed e-Business solutions that
included functional, technical and operational aspects and worked with the
client to implement the solutions and monitor all project-related
activities. Interacted with the client to perform business analysis while
determining process improvement.
< Performed System Administration and CRM Administration functions by
creating Responsibilities, customized menus and assignment of
functions related to the implementation and provided continued support
on issue resolution. Performed CRM Administration functions related
to the implemented
< Implemented Teleservice Module for several organizations. Performed
all of the required setups relating to the implementation of Service
Requests to manage recording of Service calls, Territory Management
and Assignment Manager to handle the automation of resource based on
predefined criteria, enabled security, customized the forms, implement
the notification rules and Service workflow to manage the process of
sending out email messages to customers. Along with this, performed
the required setups for interfacing Service with Knowledgebase,
Install Base, Service Contracts, Field Service and other applications.
< Implemented iSupport for external customers. Performed all of the
required setups related to implementing the iSupport framework for
external customers, performed customizations and changes to page
regions and JSP programs, implemented the self-service registration
process with the use of customer profiles and enrollments. Additional
requirements included configuring the framework by providing access to
internal publications, knowledgebase, and access to spares, repair and
Install base.
< Implemented Content Manager for customer and employee access. The
scope of this project included implementing a document management
system that will house the maintenance procedures and service manuals
for the aircraft operators, vehicle mechanical personal and military
operators by performing all of the necessary setups in Oracle Content
Management, implemented the use of Resource Groups and Content
Management features to manage the implementation of content and folder
security. Performed minor modifications to standard page level
objects utilizing the JDeveloper tool. To meet proprietary and
export controlled regulations, security restrictions were enforced at
different levels.
< Redesigned the Customer Data Hub by implementing Customers Online and
Data Quality Management. The scope of this project included providing
the business the ability to manage the customer data. This
implementation included performing all necessary setups related to
Customers Online and Data Quality. Implemented the use of Categories,
party relationships, and data cleansing functionality and custom
Address styles for international customers. Categories were created
and assigned to customers; relationships were established at the party
and account levels. Implementation of de-duplication was setup and
the merging of party and accounts was established.
< Implementation of Product Management and the use of Item Catalogs.
< Implemented Field Service for several organizations. The scope of
these projects included implementing a service reporting system that
provided the ability to capture service information and auto-assign
technician based on predefined criteria. Performed all of the
required setups for Field Service, Debrief, Spares Management, along
with other integrated functionality. In addition, performed various
setups in Inventory, Order Management and other modules to manage the
ordering and returning of products, created an inventory organization
along with sub-inventories to support the Field Service organizations
on ordering and returning items.
< Extended Order Management functionality to support the internal order
process and returns from the Field Service module and implemented the
min-max planning method for restocking of items. This project
included the creation of new order transaction types to support the
order and return processes, creation of price list, creation of item
categories and category sets, creation of ship confirm rules,
modification of various rules and integration the returns process into
the existing custom process.
< Extended the Inventory functionality to include inventory organization
to support the Field Service organization. This project included the
creation of inventory organization and sub-inventories, implementation
of various organizations, shipping and other parameters. In addition,
the modification of item attributes to support internal and customer
ordering, etc... processes. Introduced warranty and service items to
support the Service Contracts project and the ability to order the
service items from Order Management. Modified the Bill of Materials to
include the warranty items. Introduced the creation of Item
configurations in Install Based and assuring that the setups support
the removal and addition of items to and from the bus configurations.
< Inventory maintenance included the assignment of items to the sub-
inventories, defining on-hand quantities, creation of item templates
and assignment of categories, creation of transaction types to manage
the miscellaneous receipt transactions.
< Implemented Service Contracts for several organizations. The scope of
these project included implementing the creation and management of
warranties base on product configurations. Implemented Service
Agreements and Extended Warranties to manage various types of
entitlements. Performed all of the required Service Contracts setups,
created the Service items in Inventory, performed modifications to
price lists along with other specific setups required. In addition,
integrations with Service Request and Field Service were performed.
< Implemented Service Contracts. The scope of this project included the
migration of warranty creation to a more flexible model. Performed
the Service Contracts setups required along with setups in Order
Management to allow for the ordering of Extended Warranties via Order
Management.
< Implemented Business Intelligence for the Product Support Group. The
scope of this project was to implement the Business Intelligence
framework along with Business Intelligence for Service so that they
are able to view various metrics on Service related transactions.
< Provided on-going support. Provided issue resolution utilizing
Metalink and other knowledgebase systems. Performed table and package
level analysis and executed PL/SQL scripts.
< Based on required, instrumental in creating JSP, HTML and other
programs that were integrated into iSupport, EAM modules. These
programs provided custom functionality.
< Performed form changes utilizing the Forms Builder and by performing
form personalization via CUSTOM.pll.
< Based on requirement, utilizing JDeveloper implemented changes to
Content Manager by modifying the underlying queries.
< Based on requirement, modified several forms and HTML pages utilizing
Personalization tools.
< Assisted with reengineering of their existing processes, implemented
new processes and procedures and provided support with training.
< Implemented Territory Manager and Assignment Manager - Participated on
several implementations that required the use of the functionality
related to Territory and Assignment Manager. Automated the
assignment of Service Requests at the time of creation and assignment
of Tasks for the Product Support organization. Territory Qualifiers
were configured to use Item Inventory categories and Request Types.
The Resource Qualifiers included group and individual configurations.
Designed the Territory hierarchy to include a group territory based on
inventory categories and individual territories based on problem codes
along with other qualifiers. In addition configured Territory manager
for the Field Service organization - created a Territory hierarchy for
the field service organization for Service and Task auto-assignments
along with configuring the territories and creating Planner Groups for
Dispatch assignments. The configuration of Resources skills was also
configured as part of Service request configuration.
Oracle Solutions Consultant - Canon Corporation (Apr. 2005 - September
2005) Global Multimedia Corporation
< Based on business requirements, designed a custom Customer WebSite
Portal for the B2B customers - providing functionality to perform
online product ordering, submit service request, perform user
registration, review and submit meter readings for copiers, etc...
< Integrating with Oracle applications and database, this solution
contained approximately 15 customized JSP pages, workflow mailers to
manage the email notifications, PL/SQL queries, etc...
< Re-designed the framework (iStore and iSupport's JSP pages, User
Management) and workflow processes to manage the custom registration
and approval processes that were implemented as part of this system.
< Designed the registration and approval process to take advantage of
the Trading Community Architecture's relationship management, and
assignment of accounts.
< Developed system prototypes and presentation documents to assist with
conducting design review meetings.
< Created functional and technical specification documents to assist
with communicating the required system navigation, user interface and
functionality to the technical staff.
< Integrated the custom JSP pages by utilizing iStore and iSupport
configuration aspects and implementing seeded functionality.
Oracle Consultant - Sungard Recovery Availability Services (Dec. 2004 to
Apr. 2005) Business Continuality/Disaster Recovery Organization
< Redesigned the Customer Data utilizing: Customers Online, CRM
Foundations, Data Quality management modules and the integration of
these modules with Sales Online, Accounts Receivables and HRMS.
< Developed system test plan and executed these strategies directly with
testing team.
< Developed an enterprise business process model, and subsequent mid-
level process flows for customer data and data quality management.
< Resolved open cross-functional design issues that covered multiple
application areas and crossed multiple business units.
< Evaluated the availability and consistency of key Custom Structures
requirements to support the "To-Be" global processes.
< Provided Oracle SME guidance across functional boundaries.
. Developed project definition, approach, work plan, schedule and
resource requirements.
Oracle Project Lead - ASTM Corporation (Aug 2004 to Dec 2004) Standards
Development Organization
< Developed the project definition, approach, work plan, schedule, and
resource requirements for the Order to Entitlement implementation
project.
< Provided extensive assistance with Customer data modeling of their
current structures to maximize the benefits of utilizing the Trading
Community Architecture.
< Participated in the hands-on implementation: TeleSales, Advanced
Pricing, Quoting, Subscription and Service Contracts. Customers
Online, CRM Foundations, Install Base and Inventory.
< Assisted the Technical team with developing a custom solution to
customize the iStore Interface and programmatically integrate the
ordering of products with the Install Base Counter functionality.
< Worked with restructuring the Inventory to meet iStore requirements.
< Implemented the Oracle CRM User Management framework for the iSupport
module to manage the B2B and B2C Registration/enrollments, user
approval process and user management functionality.
< Developed system test plan and executed testing strategies.
< Developed an enterprise business process model, and subsequent mid-
level process flows for customer data and data quality management and
business process re-engineering.
< Resolved open cross-functional design issues that covered multiple
application areas and crossed multiple business units.
< Evaluated the availability and consistency of key Service Contracts
requirements to support the "To-Be" global processes.
< Provided Oracle SME guidance across functional boundaries.
Senior Oracle Technical/Functional Consultant - Vertex Corporation(March
2004 - July 2004)
Tax Software Solutions Provider.
< Insured that TCA is implemented correctly, and new customers are
structured properly, so that: existing functionality and business
processes (relating to the usage of Oracle Customers Online, Installed
Base, TeleService, Trading Community Manager) are improved, and future
implementations can take advantage of this new TCA framework.
Performed functional and technicall implementations of the following
Oracle applications: iSupport (IBU), Service Requests (CS), Customer
Care (CSC), Customers Online (OCO/IMC), CRM and CRM HTML
Administration, CRM Foundation (JTF), Installed Base (CSI), Knowledge
Management (CSK), etc...
< Worked with the client's Business Functional and Technical personnel
to determine business requirements and modeling the requirements
within Oracle's framework. This implementation also included the
integration of Order Management and Sales Online, Configurator,
Inventory, Bill of Materials.
< Performed extension business requirements, process identification,
process re-engineering, application setups, and system profile
configurations.
< Worked directly Oracle Engineering and Development when providing
solutions to various issues with relating to the Oracle technology and
functional behaviors.
< Analyzed system and process improvement that streamline business
processes. This provided allowed for better management of the
customer data in less time, with better quality. This implementation
included providing direction on the design of the customer
architecture to meet the client's requirements. Implemented Trading
Community manager to facilitate Party and Customer Merging, Customers
Online to perform various data cleansing and management of customer
data.
Senior Oracle Technical/Functional Consultant - City of Philadelphia(Sept.
2003 to Jan. 2004) Government Agency.
< Configuring the integration of the modules, worked with the clients to
identify the business requirements, performed requirements modeling,
system design and create test plans to prepare the environments for
CRP.
o Implemented TCA model of which included defining the key
entities along with the attributes: parties, customers, and
contacts. Along with functionality that relates to the
relationship among the parties
o Defined resources by applying various security attributes that
included creating responsibilities, resource groups, role and
role types.
o Implemented TeleService and configured the Service Request
functionality to include: urgency, severity, problem and
resolutions codes, service request types, request attributes,
etc...
o Configured CRM Foundations by defining task types, mapping the
task types to the Customer Support application and the Service
Request source object. Resource manager: defining the field
service calendars, assigning the resources to the calendars,
created territories and additional setups as required.
o Configured the application object library to include various
lookup codes for use in the Citizen Interaction Center.
o Configured the Field Service functionality that is included in:
defined the territories, territories assignments, etc...
Systems Engineer - HealthCare Insurance
< Build Dell, Compaq, and HP servers, and install and configure Windows
OS, software, and hardware to customized client requirements, as well
as troubleshoot and resolve network, server, and hardware issues at
technical and operational levels.
< Performed systems integration of new technologies into client's
environment, conceptualize and manage all testing strategies, work
with Product Architect to design and document SOPs and TOPs, and
ensure project completed on time and to client specifications and QA
requirements. Technologies include Internetworking, Terminal Services,
HIPPA Transactions, BlackIce VPN, TotalView, Symantec ESM & ITA,
Connect Direct, and Server Migration, Microsoft Windows NT/2000
Server, Microsoft Windows XP implementation, Microsoft SMS, and Active
Directory.
Senior Principal Consultant 2000 - 2002
Oracle Corporation Berwyn, Pennsylvania
Utilized standard Project Management and Rapid Implementation
methodologies to lead or assist with range of challenging E-Business
projects, with strong emphasis on CRM solutions delivery and
implementation. Authored client proposals and project definitions, test
plans, training documents, managed resource planning throughout project
lifecycle, and oversaw or provided hands-on Oracle development expertise.
Performed extensive requirements/gap/fit analysis along with business
process modeling and design for various clients. Used Visio Professional
to document the business processes by enterprise, divisional, operational
and procedural levels. Worked extensive with clients to map requirements
to the recommendations to create future business state diagrams.
< Performed various setups and configuration for Oracle modules (BOM,
PO, INV, MRP, OE, OM, COST, AR, WIP) as part of a Service/ Service
Contracts/ Depot Repair/ Order Management/ Supply Chain / Financials /
Projects implementation (release 11i). This implementation included
performing the required setups and configuration of: Bill of
Materials, WIP, Order Entry, Order Management, Accounts Receivables,
Service, Inventory, InstallBase, Cost, Purchasing, Master
Scheduling/MRP and Oracle Quality. The integration was implemented to
manage the Sales orders, Service billing, Customer returns and Repair
process of items that were either new orders or under warranty.
Utilizing the AIM methodology the following tasks were executed:
requirements gathering, process mapping, gap analysis, and configuring
the environment for CRP testing, and user training. With the goal to
integrate the CRM and ERP modules, various key process flows were
implemented within the scope of this project.
< Provided hands-on technical assistance with the implementation of the
Oracle E-Business Suite of products that included Oracle Service
modules. Analyzed client business processes, technologies, and
assisted client team in all aspects of project life cycle process, as
well as executing SDLC methodologies, and the implementation of
various business process models.
< Worked closely with Oracle's Development organization and client's
sites to determine product enhancements requirements to existing
Oracle Service modules. These enhancements were to be incorporated
into future releases of the product to ultimately meet client
requirements.
< Other accomplishments included proving training support for various
CRM technologies, developed testing scripts, integrating the
applications, establishing various client workshops.
< Developed strategies and plan for integrating business functions into
Oracle.
< Lead an aggressive implementation of Oracle 11i Service, Contracts,
Order Management, Purchasing, Inventory, Advanced Pricing, Telesales
and Manufacturing. Designed an effective project plan with the client
and consulting team with the goal of accelerating the implementation
process to fit a Rapid Implementation Methodology.
o Assisted several clients with the designing of the TCA Model and
its functional components along with implementing the Customer
Online module. This provided the functionality of being able to
perform various tasks from a web-based front-end.
o Implemented Service and Support. These implementations included
the configuration of Service, Support, Customer Care, ISupport
to accomplish the creation and management of Service Request,
etc...
o Implemented CRM Foundations to be used by the various CRM
modules; specifically Contracts, Field Service, Service,
Support, etc...
o Implemented Install Base, Order Management, and Inventory to
manage the creation of items, sales order processing,
application of entitlements, price list, product replacement and
the integration with billing.
o Implemented Depot Repair to manage product returns and. Depot
Repair was integrated with Field Service, Inventory, Install
Base, etc...
o Integrated Order Management with Service to manage the returns
and sales order as they relate to serviceable products.
o Implemented Service Contracts for a client and assisted the
client with defining and authoring service programs, configuring
the inventory items as serviceable products, billing attributes
to meet various billing needs and integrated with Bill of
Materials to handle product warranties.
o Implemented Marketing and Marketing Online to manage marketing
program. The scope of this implementation was to facilitate the
process from campaign to order to cash. Integrated with CRM and
ERP modules, the setups of campaigns and programs, budget
requirements, integrated Discoverer to manage the generation of
lists, price list, claims, etc... were performed.
LEARNING CREDENTIALS
Peirce College - B. S. in Computer Science
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