Manager Customer Service

Leland Sasnett

********@*******.*** • www.linkedin.com/in/sandysasnett

SUMMARY

Tactically focused IT professional with extensive expertise in SAP support, helpdesk mana gement, and

customer training Superior customer skills and the ability to successfully resolve complex technical

issues. Increased call resolution rates by developing a network of subject experts to resolve issues

across regional, national boundaries.

TECHNICAL SKILLS

SAP Security Management, BASIS, SAP 4.6c, ERP 5.0, MM, SD, FI, UNIX, Tidal Scheduler

Technical sales and sales training, internal and external technical training, project management

Superior customer communication skills

PC/W indows XP/Vista Reflection, Reflection X, Brio, NetMeeting, Virtual Classroom, MS Office

(Excel, PowerPoint, Word, Access, Outlook), IM tools

PROFESSIONAL EXPERIENCE

Hewlett-Packard, Atlanta, GA 1998 to 2009

IIT Ops/Support Analyst IV

SAP IT support of supply chain, production control, and security. Performed SAP Security development,

testing, and transporting of new roles. Maintained existing roles to bring in to compliance with SOX

regulations. Worked with the business security leads to gathering, assessing, and developing the

requirements. Handled BASIS job control support: included job aborts, new job creation,variant creation

and maintenance. Supported supply chain modules on second largest SAP instance in the world.

Modules include FI, SD, MM, MB, VA, ALE, BW, and Table maintenance.

Selected as technical lead for Philips support spinoff project. Awarded 2003 MVP for Hewlett

Packard Americas IT Delivery department for project.

W hile working on SAP helpdesk, received ‘Exceeded Expectations’ on 98% of customer surveys.

As a member of the SAP helpdesk, provided technical solutions to HP's multi-billion dollar supply

chain mission critical systems. Resolved 100% of all support issues. This exceeded service level

goals

Created and documented after-hours response procedures which resulted in calls meeting or

exceeding support agreement time-to-respond for 98% of incident.

Created process improvements that reduced month-end close from two days to one

Received numerous awards for superior performance from management

Three years as technical lead for SOX compliance for production environm ent.

Part of team that developed Change Management process for department. Reduced problem

installations by 30%.

McKesson (formally HBOC), Charlotte, NC 1993 to 1998

Senior System Software Programmer

Responsible for software release management support.

Process improvement: Automated monthly release process and reduced downtime from 12 hours to

3 hours.

Developed Visual Basic interfaces for Cognos PC products.

Applied Systems, University Park, IL

1992 to 1993

Assistant Vice President of Support

Managed 7 supervisors and 80 technical phone support employees

Trained new and existing help desk technicians.

Increased call productivity 25%

Resolved 5 - 10 critical customer problems per day

Cyrix Corporation, Hauppauge, NY 1990 to 1992

Sales Support Manager

Responsible for product training of major dealers and distributors, staffing trade and vendor shows, and

developing sales support demonstrations and presentations.

Developed and delivered product training to over 1200 distributors and dealers. At o ne distributor,

presentation received highest rating of any vendor training.

Travelers/EBS Inc, Maitland, FL 1984 to 1990

Technical Support Project Leader

Customer Service Project Coordination

Coordinated telecommunication interface of 186 agencies with 3 major carriers

Manager of Installations and Field Service

Managed 2 supervisors, and a staff of 12 field service representatives and installers

Department was responsible for $ 400,000 per year in revenue

Manager of Customer Training

Managed 1 supervisor and 7 trainers

Turned around department, reduced expenses due to retraining by 50%

Developed and marketed CAI courses, as well as classroom training seminars.

Education

Georgia State University, Atlanta, GA

Masters, Educational Administration

Oglethorpe College

Bachelor of Arts, Psychology, Minor: Political Science

Magna cum Laude

Dekalb College

Certificate, COBOL

GPA: COBOL Programming certificate

Professional Training

BASIS training, SAP, Atlanta, GA, 2006 to 2006. SAPTEC fundamentals and administration.

SAP Security, SAP, Atlanta, GA, and 2007 to 2007. SAP security training for NetWeaver.

Contact this candidate