Sonya Cooper

**** ***** **.

Houston, Texas *****

Cell: 832-***-****

Education

High School Diploma 1987

2yrs attending Huston-Tillotson College, Austin Texas

Languages

English(Fluent)

Competencies & Skills *

-Extensive knowledge of the SAP Sales and Distribution module order to cash process, QM, process orders, materials management, invoices, purchase orders, stock transfer orders

- Focal point for other ASD members

- Ability to manage multiple priorities

- Team player with ability to work independently

- Strong problem solving and analytical skills

- Flexible to changing job demands

- Customer Service experience

- Great positive attitude

Training and Development and experiences*

-Kepner Tregoe

-Kepner-Tregoe certified (Problem Analysis Templates)

-SM9 (Service Manager 9)

-Microsoft Office Suite

-SAP ECC 6.0 environment

-Business Warehouse

-LiveMeeting and Netmeeting

-LiveLink

-Service Center

-Elemica, -Customer Lounge

-ITIL

-Sharepoint

Career History

Start

: Jul/2009

Highlights: Respond to all user calls in a customer-focused environment and in a timely manner as per service level.

Primary Focus Area - SAP Sales and Distribution module, Plant Maintenance and Material Management

Participate in on-call rotation for reactive support and respond to monitoring alerts in a timely manner.

Operate effectively with minimal supervision, and take "end-to-end” call ownership until the call is resolved and closed in accordance with end-user satisfaction.

Provide end user support in line with OP IT standard global support processes and enabling tools, for example:

-Place sales orders in SAP

-Record all user calls

-Classify, prioritize and issue call tickets

-Work on (CI) Continuous Improvement projects

-Alert Incident Management Team immediately in the case of severe incidents/situations

-Trouble-shoot and resolve call tickets as per SLA (60-80% FCR) for ERP SD Team

-Demonstrate application or simple business process "how to” if needed

-Escalate & route unresolved call tickets as incidents to relevant support teams (second level)

-Collaborate with Incident Management Team, assist in situation management, root-cause analysis, problem diagnosis, error correction

-Participate in "transition to support” activities, including application training, KT training with global SD team and second level support in order to update skills and knowledge to support new applications and increase FCR.

End

: Dec/2016

Position

: Support Desk Analyst

Employing company

: Shell Oil Products

Start

: Oct/2000

Highlights: Deliver end user support as part of a team providing 1st line application support to the DS Chemicals business users in a 24x7 follow-the-sun rotation.

Primary Focus Area - SAP Sales and Distribution module - Order to Cash Process

-Solve application and/or business process HOW TO questions

-Respond to all user calls and emails in a timely manner as per service level, while maintaining a high level of user satisfaction

- Escalate & route unresolved call tickets as incidents to relevant support teams, and work together to restore normal operations as quickly as possible

- Document necessary details in a central repository for either escalation or resolution (e.g. Live link, Primus)

-Develop and maintain an appropriate amount of cross-functional knowledge to assist in supporting DS applications in areas outside primary areas or responsibility

-Act as coach/mentor to staff with less experience on SD

-Knowledge sharing with teammates

End

: Jul/2009

Job Group

: 7

Position

: Support Desk Analyst

Employing company

: Shell Chemical

Start

: Mar/1996

Highlights: Supported user with MVS and ELS IT support.

Answered calls by resolving issues first call or escalating to level two for resolution

Maintained a high level of customer satisfaction from end users.

End

: Oct/2000

Job Group

: N/A

Position

: Helpdesk Analyst

Employing company

: Shell Services Company

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