Customer Service Project Manager

KAREN JONES

Raleigh, North Carolina

917-***-**** • k ***********@*****.*** • L inkedIn

SEN IOR SAP FUNCT IONAL ANALYST

Functional and Technical M anager w ith in-depth knowledge of SAP commercial applications

t hat includes configuration, programming, and implementation.

H istory of successfully driving SAP projects involving Sales and Distribution (SD), Order-to-Cash, Material Management, Production

P lanning and Warehouse Management.

Able to l iaise and communicate between end users and programmer teams to convey user requirements in technical terms.

PROFESSIONAL EXPERIENCE

SOTHEBY’S I NC. 2012-Present

Senior SAP SD Functional Analyst, New York, New York

• Implemented extensive project for auction business that covered all aspects of consignor and buyer sales using SAP SD, M M,

PP and Warehouse Management in the Retail Industry.

• Covered entire order-to-cash journey, including bids, orders, advertising against sale, invoice, delivery, correspondence,

f inancial posting, and vendor service. Provided one-stop shop for use in auction business.

• Communicated with end users to gather requirements. Designed and implemented environments to handle SD, accounts

receivable, materials management, and inventory management.

• Replaced system in older version of SAP; included new screens and enabled functions such as output of correspondence and

account posting categorization.

• Init iated work on new wine auction system in SAP, working with users to evaluate their existing system used in wine

p rocurement and needs for upgraded system. Handled prototyping and configuration in SAP.

• Implemented the SAP sytem using the Agile methodology

BARNESANDNOBLE.COM 2010-2012

SAP SD OTC Lead, New York, New York

• Designed and configured SAP solutions for use in order-to-cash, SD, accounts receivable, material management, and inventory

environments, incorporating user requirements in the Retail Industry.

• Oversaw technical and user teams involved with specific projects in fast-paced environment.

• Led project to manage system for renting books on Nook for specified length of time. Gathered requirements, designed

a nd configured screens, and oversaw programmers.

• Implemented project that connected digital magazine subscriptions to physical magazine subscriptions.

• Configured billing and AR requirements, including account determination, billing plans, milestone/periodic billing, payment

t erms, r isk category/credit horizon, and credit limi t.

• Managed configuration of all SD requirements (pricing, output determination, text, i tem categories, and document types).

• Coded requirements and formulas for pricing and output determination. Designed idoc processing and segments for inbound

a nd outbound idoc interfaces.

• Distributed project resources; managed schedules and user expectations.

• Developed currency conversion configuration and routines.

• Maintained configuration of materials management: plants, shipping points, route determination, purchase organization,

messages, and purchase orders.

• Designed project structure and maintained master data; ensured customers could be accommodated in mul tiple countries and

w ithin multiple pricing scenarios.

• Created functional and technical specification documents.

• Provided day-to-day production support for SAP, including t roubleshooting and maintenance.

• Contr ibuted to development of new customer service screens, enhancing experience for clients and customer service team.

R ANDOM HOUSE 2006-2010

Corporate Applicat ion M an ager – D i rect Brands, New York, New York 2009-2010

Corporate Applicat ion M an ager, New York, New York 2006-2009

Began at Random House in music division, which was discontinued in 2009. Retained as consultant for Direct Brands, 2009-2010.

• Managed team of eight developers supporting new requirements for reporting and interfaces. Configured and implemented

user requirements for M M and SD (order-to-cash) environment.

• Collaborated with team and end users to identify business specifications and communicate them to programmers in technical

l anguage.

• Documented new configurations. Trained end users.

• Spearheaded upgrade of SAP from version 4.7 to version 6.0, involving more than 25 team members and user base of 100.

• Drove business process re-engineering for SAP; wrote functional and technical specifications, created test and project plans,

a nd oversaw testing.

• Resolved production tickets and user calls.

KAREN JONES

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PANASON IC 2000-2006

SD M an ager/Developer, Secaucus, New Jersey

Configuration

• Managed numerous configurations including all SD requirements, billing/AR requirements, currency conversion, and

materials management.

• Maintained EBP master data. Designed organization structure.

• Developed functional and technical specification documents.

Development

• Programmed user exits and formulas pertaining to comprehensive SD.

• Contr ibuted to analysis and design of global ATP implementation.

• Upgraded SAP from 3.1H to 4.6C.

• Customized SAPscript output (sales confi rmation, invoice, purchase order, and checks).

• Programmed SD reports, conversions, and interfaces, as well as multiple sales and inventory reports.

Management

• Supervised six developers and four team members responsible for configuration.

• Conducted resume review, interviewing, hi ring, and annual employee reviews.

• Designed and implemented all projects under SD/MM; used MS Project, Peregrine t icketing system, and N I KY time sheets.

• Oversaw offshore team (IBM India) and t rained them in SAP environment specific to Panasonic, including workflow,

documentations, and order entries across disparate divisions.

• Served as production support manager for functional and technical developers.

• Managed new projects within SD/MM application; hired resources, developed project plan, created proposals for users, and

monitored budget.

EARLY EXPERIENCE

ARTH UR ANDERSEN BANTAM, DOUBLEDAY, DEL L PUBL ISH I NG CORP.

Manager /Developer, Various Locations Project Manager / Developer, New York, New York

K NOWLEDGEWARE I NC. PEPSI-COLA COMPANY

Consultant, New York, New York Programmer /Analyst, Somers, New York

F I RST CH ICAGO TRUST MAR INE M I D LAND BANK

Business Systems Analyst, New York, New York Programmer, New York, New York

READERS D IGEST I NC.

Systems Analyst, Pleasantvil le, New York

EDUCATION

B.S., Computer Science and Mathematics, Pace University, White Plains, New York

PROGRAMM I NG SK I L LS

Hardware: IBM PC and compatibles, HP, IB M mainframe

Operating System: Windows, UN IX, OS2

Language: A BAP, SQL, Oracle, PL/SQL

Software: SAP R/3, PowerBuilder, Erwin, System Architect, ADW

Database: Oracle, MS SQL Server, UDB

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