Service Oracle

Location:

1810

Posted:

March 09, 2010

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Resume:

JOY FOGG-REYNOLDS

** ****** ****, *******, ** ***10 978-***-****

***.************@*****.***

SUMMARY OF WORK EXPIERENCE AND SKILLS

Joy Fogg-Reynolds is a detail-oriented senior consultant with experience in full life-cycle implementations of the 11i

Oracle eBusiness Suite with an emphasis in Customer Relationship Management (CRM). Her areas of expertise

are Oracle Service Contracts, Installed Base and Depot Repair with significant exposure to Oracle Order

Management, Inventory, Manufacturing, Receivables, Service Requests, TeleSales and Trading Community

Architecture (TCA). She has worked with clients in the print industry, human capital management, document

management solutions, a not-for-profit organization, the aerospace and defense industry, and the communications

industry.

Joy has worked with Oracle applications for more than ten years both as a client and as an Oracle consultant. She

has had complete business administration exposure having worked in a service department for eighteen years.

This broad experience is supplemented with an MBA to provide a thorough understanding of all aspects of

managing a profitable business as well as deep analytical skills. These skills include a close analysis of current

business processes and the client’s vision for the future requirements. Joy guides this process based on a

consensus style methodology where participation is encouraged.

Joy is skilled at facilitating meetings, defining user requirements, diagramming workflows, business process

analysis and re-engineering, data conversion, creating and executing test procedures, developing training materials

and providing training, complete application configuration, setup and documentation, report design and

specification, and post-implementation support. She has experience designing the specifications for custom

software programs and is known for her creative solutioning. Her focus is always customer satisfaction.

PROFESSIONAL EXPERIENCE AND SIGNIFICANT ACCOMPLISHMENTS

JFR Consulting Inc., Andover, MA 2009 – Present

Senior Principal Oracle Applications Consultant

Sonus Network, Inc, Westford, MA

A major provider of IP-voice infrastructure solutions

Applications Consultant for fit/gap analysis for moving their service contract business from Excel to Oracle

11.5.10 Service Contracts including recommendations for automating a complex maintenance pricing

model.

Assessed the effort and provided a list of recommendations to clean up and improve the integrity of the

existing installed base.

Ametek Aerospace & Defense, Wilmington, MA 2007 - 2009

Leading global manufacturer of a variety of systems for the military and aerospace industries

IT Program Manager, Service & Repair

Managed all phases of multi-site, multi-national 11.5.10 Oracle CRM implementation life-cycles from

requirements gathering, to production release and post-implementation support. Successfully managed

teams of consultants and internal personnel through the entire process ensuring that all tasks were clearly

defined, planned and executed to meet time, cost and quality requirements.

Complete hands-on configuration of Depot Repair and all associated modules including Service Requests,

Order Management, Inventory, Service Contracts and Installed Base. Fully documented configuration,

setup steps and procedures.

JOY FOGG-REYNOLDS PAGE TWO

Facilitated meetings to ensure smooth business processes and integration between inter-departmental

touch points for Oracle applications.

Diagrammed current and future workflows resulting in increased business process efficiency.

Developed test scenarios and procedures.

Developed training material and programs; delivered end-user training.

Researched and performed troubleshooting analysis to determine root cause of post-implementation

issues.

Developed and delivered continual configuration enhancements to extend the functionality of the

application and improve business user experience.

Developed an implementation process which was efficient, effective and repeatable to allow consistent

implementations of CRM modules.

Directed the creation of Discoverer 4i views; developed training materials and provided end-user training.

World's premier provider of copyright licensing and compliance solutions for the information content industry

Oracle Applications Specialist

Functional lead for 11.5.9 Oracle Subscription Contract implementation including the configuration, setup

and testing of contracts, inventory items, pricing, and form personalizations.

Created ad hoc reports and custom report specifications designed to deliver the business intelligence

needed to successfully track and manage business decisions and determine future business objectives and

targets.

Directed the creation of Discoverer 9i views; created training documentation and provided end-user

training.

Provided post-implementation support for TeleSales, Customers On-Line and customer setups in TCA.

Provided system administration support including account maintenance, security, regression testing and

developed a patching methodology and procedures. Documented all system procedures, guidelines and

technical documentation.

Performed production troubleshooting and analysis to determine root cause of application and data issues

for both functional and technical problems.

Provided expertise on new application version features and releases.

Oracle Consulting Service, Burlington, MA 2004 - 2006

World’s leading enterprise software company

Senior Principal Consultant

World's premier provider of copyright licensing and compliance solutions for the information content industry

Configured and fully documented all modules associated with implementing 11.5.9. Oracle Subscription

Contracts including Contracts Core, Inventory, Advanced Pricing, Universal Work Queue (UWQ), and CRM

Foundation.

Mapped and guided conversion efforts from legacy system and ensured thorough testing. Provided

business and functional requirements and specifications for development of interfaces and reports (RICE).

Provided direction for customizations and extensions and verified software fixes by designing and

executing test procedures.

Diagrammed current and future business processes.

Created training documentation and provided end-user training.

Developed and executed test and implementation plans and coordinated business testing.

Coordinated the effort to establish rules for deferred revenue and recognizing revenue for service items.

JOY FOGG-REYNOLDS PAGE THREE

Facilitated meetings to ensure integration between functional teams responsible for implementing

Subscription Contracts, Advance Pricing, Accounts Receivable, Inventory, Telesales and Trading

Community Architecture (TCA).

Imagistics, Sheffield, CT

Global leader in digital document management and delivery technology offering software solutions, digital printers,

copiers, plotters and scanners to the commercial, corporate, and public sector markets

Provided production support for 11.5.8. Service Contracts and Installed Base implementation.

Researched and determined root cause for installed base transaction errors.

Categorized error messages and documented the scope of the errors.

Re-engineered and documented business process to eliminate errors.

Kyocera Mita Corporation, Fairfield, NJ

Leader in end-to-end digital imaging product line of enterprise network workgroup printer copier multifunction (MFP)

and document management solutions

Managed requirements gathering for 11.5.8 Service Contracts implementation; provided fit/gap analysis.

Diagrammed future business processes.

Kronos Incorporated, Chelmsford, MA

World leader in human capital management

Participated in requirements gathering for 11.5.8 implementation.

Created training documentation.

Provided end-user navigation training.

Worked with BFA assets to solution workflows for Oracle Service Contracts.

1985 2004

Creo Americas, Inc. (formerly Scitex America Corp.), Bedford, MA

World leader in solutions for the graphic arts, printing, publishing and visual communication industries

Oracle Applications 10.7 and higher

Manager of Service Business Systems

Co-Team lead for a project that successfully implemented Oracle Service software which resulted in an

additional $1,000,000 in billed revenue the first quarter the software was operational.

Wrote functional specifications that ensured accuracy of Business Objects reporting tool for ad hoc

reporting. Trained service personnel to use Business Objects.

Performed troubleshooting procedures for software error messages and corrected post implementation

workflow concerns that increased system throughput and efficiency.

System Information Specialist

Participated in creation of a requirements list and documentation for RFP for CRM software.

Interviewed software vendors including site visits and telephone calls to reference accounts.

Evaluated vendor proposals to determine best overall fit in achieving both business needs and financial

restraints.

Diagrammed current and future workflows that identified and eliminated workflow bottlenecks.

Determined conversion data criteria that successfully loaded installed base records with a 3% margin of

error.

Ensured proper invoicing and tax codes for service items.

Created training documentation and trained over forty customer service personnel.

Served as primary focal point for the design, development and testing of custom Oracle forms and tables

for tracking installation and training activities.

JOY FOGG-REYNOLDS PAGE FOUR

Managed a six-member group that coordinated installation and training of specialized computer systems for

the print industry. Developed revenue tracking procedures and created reports.

Managed the project that designed and developed a database for complete tracking of training including

reservation process and instructor scheduling.

Determined specifications directed development of custom programs for invoicing of maintenance service

contracts as well as time and material billing.

EDUCATION / PROFESSIONAL DEVELOPMENT

University of Massachusetts, Lowell. MA: Masters in Business Administration

Eckerd College, St. Petersburg, FL: Bachelor of Arts in Modern Languages

Applications Experience:

• 11i Oracle Depot Repair • 11i Oracle Inventory

• 11i Oracle Service Contracts • 11i Oracle Accounts Receivable

• 11i Oracle Installed Base • 11i Advanced Pricing

• 11i Oracle Order Management • 4i and 9i Discoverer

• System Administration • XML Publisher

Training:

• 11i Oracle Service • Oracle Database 10g: Introduction to SQL

• 11i Advanced Pricing Fundamentals • Developer/2000 Foundation

• 11i Manufacturing Functional Foundation • Developer/2000 Forms I

• 11i Oracle Workflow Release 11 • Data Models and Design Databases

• Workshop - Data Quality Management Setup • Oracle Order Entry – Financial (SmartClient)

• Introduction to Oracle: SQL and PL/SQL Using Procedure Builder

Software:

• Business Objects • Toad

• MS Access

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