Customer Service Manager

Thomas C. Smyth

Senior SAP Consultant for Modules PM Plant Maintenance

SM-Service Management

CS-Customer Service

**** *. ***** ****, ******* AZ 85355

480-***-**** cell

623-***-**** home

ac1y3d@r.postjobfree.com

Profile

Senior Solution Consultant within the PM/SM/CS Plant Maintenance/Service Management and Customer Service Solution Aerospace and Defense role, with many functional support and configuration experience in SAP implementation projects. Extensive SAP knowledge; played a vital role in seven full life cycle implementations. Currently am on a Life Sciences project with ECC6.0 in a Customer Service functional data team lead role sub-contracting to Deloitte.

Oil and Gas project completed utilizing S4 HANA platform. S4 HANA Plant Maintenance across US and foreign locations and company codes. Integration with MM/FICO using EAM using S4 HANA platform and configuration within S4 HANA was very fast compared to ECC 6.0. This project included integration points to FICO and Materials Management using procure to pay for external services and materials for service orders.

Proven ability to accurately advise and implement Customer Service and Plant Maintenance business decisions for all aspects of Aerospace and Defense Solutions of PM/SM based on SAP best practices, including integration with MM Materials, WM Warehouse, FI/CO and HR Human Resource solutions using ECC 6.0

Demonstrated core knowledge of integration points within extraordinary A&D requirements. As a participant in several Aerospace and Defense projects can show the client real scenarios and practice solutions within their industry, whether discreet manufacturing, oil and gas, or Aerospace & Defense utilizing and integration of Customer Service, Plant Maintenance, FICO, Materials Management on platforms ECC6.0 or HANA/S4HANA platforms.

Developed configuration documents which are easy to use for ‘heads down’ configuration in the form of spreadsheets, templates, process flows and business scenarios. Consequently, non-technical users could key-in configuration decisions without the need for major interpretation. Model leader with a winning attitude, strong customer commitment and outstanding dedication which has led to recognition by SAP management and peers. Have used SAP’s ASAP, Solution Manager and IBM Ascendant and Agile implementation tools.

Have worked with PPM when the PS solutions uses PM order types rather than network orders. Configuration for this solution can be adapted as required.

Master data for both PM/CS for functional locations, equipment data, equipment BOMS, material BOMS, Maintenance plans, Capacity planning, HR, FICO and Material (MM) integration as these are just the tip of functions as they apply to both PM and CS.

Technical

Expert in SAP Plant Maintenance, Service Management and Customer Service.

Proficient in A&D solutions and all SAP versions through S4 HANA and ECC 6.0.

Implemented ASAP and Solution Manager Methodology, IBM Ascendant Tool & Mercury Test Director proficient

InfoPak Proficient, HP ALM, HPQC, SOLMAN, VISIO for process flows

Siemens Spiridon SAP Release knowledge for Solutions/Service Industry

E-Switch Mobile solution/MCompanion mobile solution tools

Training & Knowledge Transfer Skills

SAP Plant Maintenance, Service Management and Customer Service includes

Knowledge transfer to end users for skills needed in carrying out their day-to-day

Operations and system use.

Use Business Process Procedures and other documentation for training tools.

Employer: Mastech Digital, Moon Township, PA

Industry: Konica-Minolta Project USS for Ketch Partners in Ramsey NJ.

Project Description/Scope: Full life cycle Life Sciences Best Practice Solution utilizing S4 Hana at this location

Role: Customer Service Functional Lead Current Duration: February 2017 to Current

Responsibilities/Deliverables:

Determine Customer Service data project preparation. Direct client team members in conversion of master data and interfaces from three plus systems, data mapping, system configuration and testing.

Employer: Mastech Digital, Moon Township, PA

Industry: Medtronic Life Sciences Project for Deloitte Consulting in Minneapolis MN.

Project Description/Scope: Full life cycle Life Sciences Best Practice Solution utilizing ECC6 at this location

Role: Customer Service Functional Data Lead Current Duration: October 2016 to January 2017

Responsibilities/Deliverables:

Determine Customer Service data project preparation. Personally, direct client team members in conversion of master data/cleansing and data mapping.

Employer: Illumiti Consulting, Denver CO

Industry: Oil & Gas Project

Project Description/Scope: Full life cycle Oil and Gas Best Practice Solution utilizing S4 HANA versions to 15.11 which increased speed immensely on processing data.

Role: PM Plant Maintenance Lead Duration: October 2015 to August 2016

Responsibilities/Deliverables:

Determine Plant Maintenance requirements for project preparation and Blueprint phases. Personally, direct client team members in configuring of master data including the addition of incorporating PP and QM modules as we’re sharing work centers and capacity requirements. Maintenance planning and related task lists and scheduling

Employer: Siemens Industires

Industry: Siemens Building Technologies Firm; Buffalo Grove, IL

Project Description/Scope: Intense Go-Live Support for SAP Spiridon solution of SAP 4.6C

Role: CS Customer Service & Field Service SM/CS Lead Current Duration:

Implementation/Roll-out & International customer support May 2006 to August 2015

Responsibilities/Deliverables: Master data maintenance.

Personally, direct client field team members in daily processes as required & PDA support

Support all customer service processes notification to cash and all integrated functionality concerned utilizing Resource Related Billing for service as required.

Service contract support/revenue recognition/invoicing both periodic and milestone.

I performed functional specification and impact analysis for requested system changes.

Employer: SAP America Aero-Space & Defense Team

Industry: Spirit Aero-Structures, Aerospace and Defense Manufacturing Firm; Wichita, KS

Project Description/Scope: Full life cycle Global A&D SAP Solution utilizing ECC 6.0 & Netweaver 2004S

Role: SM/PM Plant Maintenance Lead/SM/CS Lead Current Duration: 6 months January 2006 – May 2006

Responsibilities/Deliverables:

Determine Customer Service & Plant Maintenance requirements for project preparation and Blueprint phases. Personally, direct client team members in configuring of master data including the addition of Asset Management as required.

Employer: SAP America Aero-Space & Defense Team

Industry: Rockwell Collins Aerospace and Defense Manufacturing Firm; Cedar Rapids, IA

Project Description/Scope: Full life cycle Global A&D SAP Solution utilizing 4.6 C

Role: SM/PM Plant Maintenance Lead/DEPOT Team Current Duration: 6 months Aug-Dec 2005

Responsibilities/Deliverables:

Determine Customer Service needs for Rentals/Exchange Pool and process for call center through delivery. Personally, direct client team members in configuring of master data including the addition of Asset Management for Rotable Material Serial Number Equipment.

Create custom Notifications and matching Sales Orders/Quotations.

Contract and warranty checking as well as material availability checking.

Instruct client on the use of R/3 including troubleshooting problems, configuration knowledge transfers and functional spec development for future requirements and after go live day-to-day support using a client – consultant knowledge transfer.

Employer: SAP America Aero-Space & Defense Team

Industry: Northrup Grumman Aerospace and Defense Manufacturing Firm; Newport News, VA

Project Description/Scope: Platinum Review/Recommendations prior to Ramp Up to ECC 5.0, My SAPerp 2004 of current R/3 4.6C A&D SAP Solution

Role: PM Plant Maintenance Lead/DEPOT Team Current Duration: 2 weeks July-August 2005

Responsibilities/Deliverables:

Determine through review of processes and interviews the current state of the system and configuration in place. Make recommendations for process and related functional improvements possible to the current system prior to ramping up to upgrade to mySAPerp, ECC5.0 EAM.

Create a report for the client with specific recommendations to process and future enhancements available upon upgrading to the newer version.

Employer: SAP America Aero-Space & Defense Team

Industry: Raytheon Missile Systems Aerospace and Defense Manufacturing Firm; Tucson, AZ

Project Description/Scope: Full life cycle Global A&D SAP Solution utilizing 4.7 C DIMP

Role: SM/PM Plant Maintenance Lead/DEPOT Team Current Duration: 15 of 19 months to Feb 2004 -Aug 2005

Responsibilities/Deliverables:

Determine Plant Maintenance needs and processing requirements at a global level across all facilities. Personally, direct client team members in configuring of master data including the addition of functional location to their process and locating equipment records to these locations using engineer drawings to develop these locations across all three locales. Notifications and orders with related metrics were configured to enhance reporting using BW developed information objects.

Create custom Notifications and matching Catalogs for each type for reporting normal maintenance through design and engineering to furniture moves. Each to capture costs for internal and external resourced labor and materials and services. Custom cost report metrics developed in BW for various report requirements.

Instruct client on the use of R/3 including troubleshooting problems, configuration knowledge transfers and functional spec development for future requirements and after go live day-to-day support using a client – consultant knowledge transfer contract.

Workflow from Website Notification creation and any subsequent end date or user status changes triggering an email update to the original website requestor was developed as a customer service.

Notification Phone Call log incorporated to track and log related order and notification communications.

Employer: SAP America Aero-Space & Defense Team

Industry: Goodrich Aero-Structures Aerospace & Defense Manufacturing Firm; Chula Vista, CA

Project Description/Scope: Full life Implementation

Role: SM/PM Plant Maintenance/MM Support Duration: 8 months

Responsibilities/Deliverables:

Filled in Plant Maintenance for absent Lead Consultant and supported after go-live.

Lead client through integration testing and made further recommendations for process changes and system conformance.

Instruct client project team member on writing permits and statutory requirements for government conformance.

Provide post go live support.

Employer Global Core Strategies

Industry: Rolls Royce Jet Engines Aerospace & Defense Manufacturing Firm; Indianapolis, IN

Project Description/Scope: SD3 Project for Return Goods and Refurbishment

Role: SM, Project Team Lead Duration: 7 months

Responsibilities/Deliverables:

Brought in as a project team lead to determine requirements and to facilitate configuration in order to meet the Go-Live deadline.

Setup Notifications with Item Classification for Tail Number and pertinent log book information of returned goods from airline engines.

Setup Return Goods Sales Orders related to the Notifications.

For materials returned would receive into blocked stock of serialized repairable materials.

MRP was setup for demand of repaired material inventory min/max levels.

Valuation types were used to differentiate new materials to repaired and un-repaired materials.

Sub-contracting Purchase orders from Service Orders were used to purchase repaired materials while consuming un-repaired materials.

Some custom development for call center and customer contact as well as unauthorized returns at the dock were addressed was created to ensure some user ease of processing.

DIP Profile was setup to support billing processes when service contracts were expired or non-existent.

Provide post go live support

Achievements:

This project was a big achievement for its time due to the fact the SAP R/3 version was only 3.1I.

The classification for airliner information was a great success for gathering information.

Valuation type worked very well in tracing the various values of materials involved, with stock levels at the users’ fingertips a benefit.

Employer: Global Core Strategies

Industry: Airbus Sextant Avionique Airline Manufacturing Firm; Edison, NJ

Project Description/Scope: SM Service Management 4.0B

Role: SM Team Lead Duration: 6 months

Responsibilities/Deliverables:

Created Training documents and delivered training for customized Service Management transactions for this client who was in the process of moving from Miami, FL to Edison, NJ.

Reviewed all the transactions and created user training as well as delivery to new users.

Employer: Global Core Strategies

Industry: IBM Resale Firm; Woodbury, CT

Project Description/Scope: SM Service Management 4.0B Full Life Cycle

Role: SM Team Lead Duration: 6 months

Responsibilities/Deliverables:

Implemented a pre-configured client at this firm which turned out to become a configured client due to requirements set by the client as the implementation progressed.

Implemented Service Management with a minimum of configuration as well as end user training.

Employer: Lyphomed; renamed Fujisawa Pharmaceuticals

Industry: Pharma Manufacturing; Fujisawa, Grand Island, NY (MelrosePk, IL)

Project Description/Scope: PM Plant Maintenance 3.1H

Role: Maintenance Manager Duration: 18 months

Responsibilities/Deliverables:

Team Lead for all manufacturing line projects and daily/annual maintenance

Description: Maintenance Manager

Responsibilities:

All maintenance manufacturing and production support of facility.

Employer: Brach & Brock Confections SAP Implementation Team PMO

Industry: Confections; Brach & Brock Confections, Chicago, IL

Project Description/Scope: PM Plant Maintenance 3.1H

Role: PM Team Lead/ PMO Duration: 18 months

Responsibilities/Deliverables:

Team Lead for project Implementation for Plant Maintenance module and implementation

Industry: Confections; Brach & Brock Confections, Chicago, IL

Description: Maintenance Manager

Role: Planning, Utilities/Facilities/MRO Stores & Purchasing Manager Duration: 20 years

Responsibilities:

I started at EJ Brach in November 1977 and worked until April of 1996, when I started my consulting career. When I started at Brach and worked my way through the ranks from a maintenance mechanic to power house engineer to manager of several departments within maintenance.

Employer: City of Chicago Building Department

Industry: City Government

Project Description/Scope: Code Enforcement Buildings

Role: Building Inspector Duration: months

Responsibilities/Deliverables:

Inspected buildings for code for City of Chicago

Responsibilities:

I started at City of Chicago in 1972 when leaving the Army until 1977, when I started my maintenance career at Brach Candy. My partner and I were responsible for special inspections from newspaper and new media as well as follow up on other inspectors for accuracy.

EDUCATION & Certification sections:

2 years Liberal Arts – University of IL, Chicago, IL

Microsoft Office tools and Lotus Notes, Mercury Test Director, Info-Pak, SAP Solution Manager & ASAP Methodologies

Certified SAP PM-Plant Maintenance, SM/CS- Customer Service, Data Archiving and Authorization Concepts/Security

Six Sigma Greenbelt – Honeywell

Refrigeration Service Engineers Society Type I and Type II Certified (ID109401503)

Stationary Engineer’s License City of Chicago (October 1996)

Citizenship: United States Citizen, US Army Veteran

Mobility: Valid U.S. Passport – available to travel

Languages: Fluent written and spoken English

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