Customer Service Sales

Objective

Obtain a SAP CRM Functional Consultants role in your company by allowing me

to demonstrate skills obtain in one of SAP training organizations, customer

service, communication, and project management skills proven by 7 plus

years of successful Information technology experience.

Profile

o Motivated, goal oriented business professional with Over 7 years of

Information technology experience as well as a successful 3-year track

record of profitable small business ownership. Talent for quickly

mastering technology - has completed SAP's CRM certificate course.

Diplomatic and tactful with professionals and non-professionals at all

levels. Can draw issues from people and tap into their true

views/perspectives. Can pro-actively created internal and external

networks, accustomed to handling sensitive and confidential records.

Demonstrated history of producing accurate, timely reports for DECA's

Department of Defense. Flexible and versatile - able to maintain a

sense of humor under pressure. Excellent written and oral

communication skills. Thrive in deadline-driven environments,

excellent team-building skills. Has active government clearance.

Skills Summary

Project Management SAP ECC 6.0, 5.0 MS SQL Server

MS Office certification Customer Service CISCO

RDBMS SAP R/3 4.6 ORACLE 8i

SAP CRM 5.0,4.0, 3.0 Marketing & Sales Web Technologies, XML

Adobe CS3 DNS CSS

Dreamweaver ASP.net

Professional Experience

Communication: Reports/Presentations/TECHNOLOGY

o Prepare complex reports for the Department of Defense organizations

and vendor companies, ensuring full compliance with agency

requirements and tight deadlines.

o Gather client requirements both technical and functional and manage

those requirements through clear and precise documentation.

o Design and deliver series of classes for local businesses and

associations, providing ergonomic counseling and educating employees

on proper customer service.

o Managed client relationships at Executive levels and securing new

business, gaining add-on work at existing engagements

o Develop, maintain and manage detailed project plans with tasks,

deliverables, and resource allocation necessary for successful

implementation.

o Rapidly learn and master varied computer programs; Oracle 8i, Cisco,

Networking, linux, server 2003 completed Microsoft Office Suite

certificate course.

Professional Achievements

SAP Customer Relationship Management (CRM)

Implemented ASAP Business Blueprint objectives as part of

SAP's proof-of-concept sales and service team. Deployed SAP

Best Practices configuration guides to improve sales and service

processes. Configured interactive scripts and assigned

business partners to CIC profile. As part of sales module

created product hierarchies, product categories, defined object

family, object family defined category for individual objects,

defined field selections, and setup partner functions.

Application and languages used: SAP 5.0 Best Practices

Configuration Guides for out of box process management as well

as cross reference for gap-fit development requests. Oracle 8i

as transactional data base platform and data query

creation. SAP solution composer for process mapping and ECC

6.0 & CRM 5.0

Organizational Model (CRM)

Created organizational data determination profiles for

different transaction types, maintained functions, and

attributes, intergraded business partners and organization

management. Assigned attributes to org units, maintained

positions for the organization units, assigned employees,

customers, competitors, and contact persons. Created new

business partner functions and used BP roles to maintain

business partner master data. Configured internal and external

number ranges, defined item categories for business partners.

Defined determination procedures for item categories.

Defined action profiles, actions, negotiable sales order

condition and access sequences, and changing action

details for the role of sales. Assigned the IC WinClient

profiles to the organizational objects in the interaction

center, defined the framework, created profiles for both hidden

and visible components, defined scripts, reminder scripts

and interactions.

Closed 3 year contract with Burris Refrigeration Inc.

Served as primary contact of client and focusing on

maintaining good client relationship. Develop, maintain, and

manage detailed project plans with tasks, deliverables, and

resource allocation necessary for successful implementation.

Duties included pre-sales and providing client demo's,

designing proposals, RFP responses, contracts, SLA, Statement of

Work documents. Cost proposal and process mapping, and made

sure all of the ROI's were met.

DALE CARNEGIE Leadership Award Recipient

Provided excellent service to clients from 2007-2008

which included maintaining a good standing with each

client. DECA's Department of Defense (DoD) awarded me with the

DALE CARNEGIE Award which is a highly ranked ward among

businesses.

Network Administrator

Held multifaceted responsibilities to configure install

and administer network infrastructure and telecommunications

systems that supported a staff of 100 personnel. Established new

IT policies, which defined acceptable use of IT assets

within the company. Fulfilled administrative

responsibilities including the addition and changes to user

desktop, email and PBX accounts. Installed and configured

servers including RAID1 & 5 arrays in addition to facilitating

backup & restoration using NT utility.

Enhanced Tribe Inc. TCP/IP Infrastructure

Saved company thousands of dollars in annual renewal fees

by implementing Public Key Infrastructure for internal use.

Aided in configuration and implementation of secure wireless

solution that utilizes digital certificates to assist Field

Service Automation Department to utilize mobility. Also

Configured and tested Cisco Intrusion Detection System Configure

and test ENES Department data and backup servers.

Employment History

B.I.T.SOLUTIONS, LLC

Owner/Operator, 2008 to Present

DECA Department of DEFENSE (DoD)

Accounts Activity Manager 2003-present

Education

B.S. IN INFORMATION TECHNOLOGY/bUSINESS SYSTEM ANALYSIS

University of Phoenix Online

August 2009 to present

SAP CRM BOOT CAMP

For Sales, Service, Marketing and Interaction Center

Marketing- Campaign and Market planning, Lead Management

Telesales- Account, Contact, Opportunity, Quotation, Territory, and Order

Management

Customer Service & Support- Install Base Management, Warranty, Service

Order and Request Management.

A.D. CIS NETWORK SPECIALIST

Valdosta Technical College, Valdosta, GA

May 2005 to 2007

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