Customer Service Sales
Resume:
RAMSEY RAMSER, PMP, CSCP, BPM
Phoenix, AZ
******.******@*****.***
www.linkedin.com/in/ramser
BUSINESS INTELLIGENCE (BI) & CUSTOMER RELATIONSHIP MANAGEMENT (CRM) LEADER
Translate Business Requirements into Process / Functional Design and Systems Solutions
Effectively manage BI and CRM implementation projects from requirements through implementation, hosting, and maintenance for Fortune 100 companies. Identify, prioritize, and scope process development initiatives related to IT solutions, saving costs and reducing man hours. Manage production issues in SAP BI, SEM-BPS/IP, MS CRM and other IT applications. Coordinate on-site and offshore global teams, providing regular status reports to stakeholders. Identify gaps between current processes and industry trends.
* Business Intelligence (BI ) and Analytics
* Data Warehouse (EDW)
* Big Data
* CRM
* ERP
* e-Commerce
* SDLC
* Proposals Testing
* User Training & Support
* Business Process Mapping
* Process Flows
* Business Process Management (BPM)
TECHNICAL SKILLS
BI & Analytics: SAP BI 7.x/BW 3.x, SAP HANA, SEM-BPS/Integrated Planning (IP), Bex Query Designer, BEx Broadcaster; Crystal Reports, Hyperion Brio 5.x/6.x; Business Objects 4.X, WEBI, Universe Designer
ETL/ETTL: SAP BI/BW, BODS 4.x, SAP MDM, LSMW, Scribe Insight
Big Data (concepts): Apache Hadoop, YARN, HIVE, HBASE, PIG, Flume
Operating Systems: UNIX, Solaris, AIX 4.3.3, Windows 10/8/7/XP/2002/2K/98/NT
RDBMS: Oracle, SQL Server, MS Access
Languages: SQL, PL/SQL, VBA, C, ABAP and Java 2.0
ERP: SAP – SD, MM, FI-CO, APO, CO-PA; PeopleSoft HR, Oracle Manufacturing
CRM: Microsoft Dynamics, SFDC, PeopleSoft Vantive, BMC Remedy
Others: TOAD &, SQL Navigator, Visio, Microsoft Projects
PROFESSIONAL EXPERIENCE
HENKEL CORPORATION, Scottsdale, AZ
Business Systems Consultant III, SAP BI & Master Data (2008 to 2017)
Developed and managed BI implementation projects from requirements through implementation, hosting, and maintenance for corporate businesses. Maintained data-marts for Finance, Customer Service, Sales, Purchasing, Manufacturing, Quality Management, Sales, Product Costing, and Strategic Enterprise Management (SEM) / Business Planning and Simulation (BPS).
* Performed OLTP extractions from SAP R/3 using LO Cockpit, LIS, CO-PA, and generic extractions, enhancing extract structures as required from SAP and non-SAP source systems and from flat files. Conducted workshops and presentations for business owners. Identified, prioritized, and scoped process improvement initiatives related to BI solutions, saving IT costs and reducing man-hours.
* Managed data loads, created complex process chains scheduling and monitoring, created events, and developed event-based process chains. Successfully implemented data load monitoring tools and automated notifications for critical SAP BI process chains, saving $150K+ annually.
* Designed and developed end-to-end custom data-marts ( Early Warning System) for SCM operations, leveraging delivery delay of customer orders, and usage of developed corresponding BEx queries that improved business operational efficiency and customer satisfaction.
* Developed / enhanced / maintained extract structures, infoObjects, DSOs/ODSs, multi-providers, aggregates, hierarchies, process chains, info-spokes, BEx Queries, and report distribution using BEx Broadcaster and SAP Pre-Cal server, enabling business to slice and dice data for strategic business decision making.
* Served as key player in collaborating with business stakeholders and global sourcing partners (IBM & Accenture) in gathering BI reporting requirements into process / functional & technical design, conducting development and unit acceptance testing for delivering effective solutions.
* Identified gaps between current processes / industry trends, and developed business process workflows, effectively setting up materials, customers and vendors based on type, product groups, profit centers, sales organizations, and company codes in business (A, B & L) units.
* Implemented SEM/BPS and IP (integrated planning) applications that facilitated efficient planning of financial budget, P&L statement, and balance sheet for short, intermediate and long-term periods, at both Article and Product Group level, including creation of strategies, perspectives and objectives.
* Recognized as key player in effective integration and migration of Master Data & Transactional Data with acquisition of Orbseal, National Starch, Cytec, Orbseal, Schwarzkoff, and Sun Products.
* Developed an end-to-end prototype for financial application using SAP Business Objects Suite, enabling IT management to effectively present to executive committee for vendor selection process.
* Won 2 Henkel’s Excellence Awards for excellent customer service and sustainability.
Environment: SAP BI 7.x, SAP BW 3.x, Oracle 10.2.0.4, Sun OS, SEM/BPS, BW 3.2, BASIS 6.2; BO suite 4.x, BODS 4.x, Universe Designer 4.0, WEBI 4.x, Crystal Report 2011 and Dash Boards 4.x.
TRIBRIDGE / EPARTNERS, Phoenix, AZ 2006 to 2008
Senior CRM Consultant
Served as Lead CRM Consultant. Oversaw in-depth requirements gathering, analysis, training of end-users and administrators, implementation, documentation, and preparation of training manuals, application customization, and implementation management for Microsoft CRM solutions.
* Implemented Microsoft CRM projects on time and within budget. Successfully executed CRM projects for Phoenix (AZ) metro-based customers, including GPEC (Greater Phoenix Economic Council), Test Advantage, Liquid Productions, Lyle Anderson, IFCO (TX) and Deep Marine Technology (FL). Functional areas included Sales, Marketing, and Support.
* Installed and configured Microsoft CRM Server, SQL Server 2005, Exchange router, and Outlook clients (both offline and online), including organizational security, creating security roles, users, and business units, increasing operational efficiencies.
* Proposed, designed and implemented workflow rules and sales processes. Customized CRM application suitable for customer business needs. Designed, developed, and implemented new applications within Microsoft CRM, providing go-live / on-going support for company’s customers.
* Migrated and consolidated data from legacy CRM systems to Microsoft CRM using Scribe. Collaborated with business owners and IT staff, identifying and rationalizing business requirements.
Environment: Microsoft CRM 4.0/ 3.0/1.2, SQL Server 2005/2000, Windows Server 2003, SQL Server Reporting Services (SSRS) ACT 5.x, Scribe Workbench 6.0.8, Scribe Adaptors for Microsoft CRM 3.0/1.2.
CHEVRON CORPORATION, San Ramon, CA 2004 to 2006
Senior Consultant (CRM & IT Business Applications) in contract position
Developed and managed company’s CRM business applications used in fuels marketing, commercial and industrial marketing, and convenience retail operations. Maintained CRM applications (PeopleSoft Vantive CRM and SFDC ) in Retail Marketing Center Call Center. Provided support for SAP BW and BEx Queries. Managed teams (both onsite and offshore) in maintenance and support of PowerBuilder, Oracle, mainframe and web applications.
* Automated backup server switching process that reduced IT costs. CRM users had difficulty switching to alternative server when main server was down, taxing support center with frequent calls for help. Implemented automatic switchover system, cutting number of support calls.
* Created method for integrating data before uploading it, cutting 250 man-hours per year. Though Chevron had acquired Texaco 2 years earlier, data uploads enabling MapQuest to locate gas stations were occurring separately. Developed unified solution that integrated data prior to its upload, saving significant IT costs.
* Developed system for tracking customer issues, facilitating problem resolution in each division. Customer support was struggling with how to audit product problems. Proposed method for monitoring exactly how long cases were in Customer Support, ensuring resolution time accuracy.
* Coordinated and communicated effectively between on-site and global teams in downstream IT applications development and support, ensuring on-time service delivery, thus meeting SLAs. Mentored 5 team members in designing, building new objects, tables, screens, Inboxes, users, groups, and migration of legacy CRM data to SFDC.
Environment: PeopleSoft Vantive 8.5.3/Oracle 8i, SFDC, Sun Solaris 2.6 Windows XP, SAP BW 3.0b, SQL Server 2000, TOAD, Shell Scripts, Unix, Crystal Reports 10.0, PL/SQL and VBA.
Additional Relevant Experience: BMC SOFTWARE / MARIMBA INC., Mountain View, CA, Applications Engineer; PEOPLESOFT INC., Atlanta, GA, CRM Consultant
EDUCATION & CERTIFICATIONS
MBA (Master of Business Administration)
from IGNOU, New Delhi, India
M.Tech (Master of Technology)
from NATIONAL INSTITUTE OF TECHNOLOGY, Warangal, India
B.Tech (Bachelor of Technology)
from SV UNIVERSITY, Tirupati, India
* PMP from PMI
* Six Sigma Green Belt
* SQL & PL/SQL from Oracle Corporation
* Microsoft CRM Consultant from Microsoft
* Scribe Insight from Scribe Soft
* CSCP from APICS
* CPIM (Basics) from APICS
* BPM (Business Process Management)
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