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Order Administrator

Hudson, New Hampshire, United States
August 12, 2018

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Lesley A. MacMillan

** ***** ******, ******, ** *3051

603-***-**** (home) / 603-***-**** (cell)

Qualification Summary:

Business Professional with 15+ years of experience in all aspects of Sales Support, Order Management Administration, Procurement and Project Management. A self-starter, who possesses strong communication skills, is well-organized, detail oriented, able to multitask, flexible and easily adaptable to ever changing environments. Exhibits perseverance, determination and excellence in achieving goals, meeting deadlines and exceeding expectations.

Skills: Salesforce, Oracel, SAP, Ariba Spend Management, Seibel, Microsoft Office, Microsoft Word, Microsoft Excel, Microsoft Power Point, Microsoft Visio, Project Workbench, SharePoint creation/maintenance,

Professional Experience:

NetScout Systems, Inc.


Data Quality Analyst – February 2018 to Present

Have a complete understanding of the sales process and supporting a world-wide Sales Team. Work closely with key members of the Sales, Finance, Legal, Order Administration and Customer Service teams.


• Work with Sales and Order Administration to verify and approve all service contract discounts via and the Oracle contracts module.

• Create and maintain Customer Install Base and all associated Service Contracts within Oracle.

• Research, validate, create all new and existing customers within the Customer Master file.

• Review and validate all account information and legal contract status for all booked orders.

• Verified and corrected payment terms for 2,800 Customer Master files.

• Terminate all company evaluation units within specified term.

• Work all necessary hours at month-end, quarter-end and year-end as required.

LogMeIn, Inc./GetGo, Inc./Citrix Online

Sales Operations

Principal Sales and Care Support Analyst - 2017 - 2018

Senior Sales and Care Support Specialist – 2013 – 2017

Sales and Care Support Specialist – 2011-2013

Sales & Care Support is a one-source organization dedicated to assisting North American Corporate Sales and Customer Account Management Teams with all aspects of Order Administration, Legal contract preparation and administration, lead management, finance/billing issues, reporting and analytics, training, and creating and implementing process/procedure documentation. Support works with corporate commerce developers and Salesforce administrators to resolve first level systemic issues for internal and external customers. Works cross-functionally with Sales, Account Management, Provisioning, Finance, Deal Desk, Commerce Developers, Sales and Care Analytics, Readiness and Legal Organizations. Leads project management of complex implementations using operational knowledge of all system and providing Subject Matter Expertise in all aspects of the organization.


• As a one source organization, we must utilize proactive problem solving and decision-making skills in dealing with Customers. Sales and all cross-functional groups supported in a fast paced environment.

• Created and Streamlined the Second Rep Commission Process and documentation for Sales. Included training Sales, as well as, SCS team members.

• All responsibilities of Sales Order Administration within a very high pressure environment.

• Revamped/Consolidated all Categories and Reason Codes within Salesforce to streamline SCS case submission for Sales.

• Escalation point of contact for all urgent issues/actions.

• Created and published a Required Approval Matrix for Sales Organization encompassing all necessary levels of approval for Sales deals, minimum deal sells, required pricing discounts, subscription models, trials, paid trials, etc.

• Participate in User Acceptance Testing for all new systems and processes.

• Consistently exceeds all SLA requirements. Exceeds peer workload by a minimum of 30% every quarter.

• Consistently work the extra hours on a daily, monthly, quarterly and year-end to book as much revenue as possible.

• Excellent interpersonal skills, outgoing personality and enjoys assisting others. Ability to exhibit patience and empathy to diffuse any unsatisfactory situation.

• Received Partner of the Year Award three consecutive years for “going above and beyond the call of duty” for business partners.

• Received over 100 Peer to Peer Recognition Awards for going above and beyond for Sales and all cross-functional partners in addition to several nominations for President’s club.

Hewlett Packard Company

Sales Operations - Customer Account Management Advisor II Team Lead - 2002 to 2011

Responsibilities: Maximize financial performance through financial reporting & control at the engagement level for all service opportunities within the Federal Government. Control & manage end to end financial & administrative processes from bid to engagement closure via SAP including: pre-sales support, approval checks, order entry, cost & revenue recognition, forecasting support, margin tracking, customer invoicing processes, inventory management, balance sheet reconciliations, third party vendor processes, accounts receivable support, overall project administration & engagement financial reporting.


• Utilize all aspects of SAP from sales order entry, financial planning, revenue and expense recognition through final customer invoice and payment. Create billing documents and invoices within SAP and forward to customers. Work all issues in regards to invoices and track payment.

• Support of Federal Government – Department of Veterans Affairs and Department of Health and Human Resources. Daily Customer contact to ensure complete customer satisfaction, proper documentation requirements, invoicing and payment.

• Instrumental in all aspects of process improvement, policies and procedures.

• Primary review for all associated customer orders, contract approvals, statements of work, quotes and pricing prior to customer order entry and approvals.

• Employee Advisory Council Representative – Acting as liaison for coworkers to bring forward any and all issues to Senior Management, while maintaining their anonymity.

• Voice of the Workforce Representative – Gathering of VOW issues for presentation to Management and possible suggestive resolution.

• Resolve all customer issues including, but not limited to: fraudulent check issues, non-payment of invoices, purchase order discrepancies, credit holds, collections and order acknowledgements to avoid any hold to interrupt process flows.

• Maintained a zero deficiency in all metrics and indicators, including all program and project deadlines.

• Established paperless documentation process to eliminate unnecessary documentation printing and storage to eliminate cost to the company and environment.

• Streamlined order entry process to alleviate delayed deployments from placement until necessary to prevent booking/debooking process and associated costs from rework.

• Maintaining all projects and associated documentation in Seibel.


Purchasing Specialist/Buyer III – Team Lead 1996 to 2002

Responsible for managing purchase orders for the Worldwide Services Organization, utilizing SAP and the Ariba Smartbuy system. Responsibilities include: processing purchase requisitions, change orders, solving discrepant Accounts Payable invoices, providing aged invoice reports to the business and assisting in the resolution of invoices. In addition, responsible to adhere to all corporate and local policies and procedures as well as to provide input and document any new P&P’s to ensure audit compliance. Provide timely support to the client for any systemic related procurement issues, provide feedback relative to the various transaction process types and attend the client staff meetings where procurement guidance is required. Generally assigned to problem accounts to establish best practice and standard operating procedures.


• Federal Government Lead – Supported all SAP transactions for the Federal Government office in Maryland. Worked closely with Order Management to ensure proper documentation requirements. Worked with Subcontract Managers to ensure appropriate government flow downs and regulations were met. Review and approval for all RFI/RFP requests. Provided after hours coverage to ensure all deadlines were met for Federal Government fiscal year end.

• Project Lead for GM Account – Establish documentation guidelines for new order submission, attend weekly review board meetings, design and implement project work process flows for all leases, internal as well as external. Subject matter expert point of escalation for Order Administration issues. Significantly decreased the order execution lag and increased productivity.

• World Wide Project Management for Policies and Procedures – Implemented and managed virtual worldwide P&P Team. Facilitated weekly meetings to review current policies and procedures, new requests or enhancements. Executed policy refresh for 26 existing policies and created and published 6 new policies/procedures. Provided 12 Virtual Classroom training sessions to 781 individuals within Procurement worldwide. Created and published all policy and procedure announcements within worldwide procurement. Drafted and submitted all changes for the Corporate Accounting and Finance Manual for concise and clear representation of Procurement. Participated in internal audits as focal for documentation collection and preparation. Created and maintained the Delegation of Authority Matrix (purchasing and contracting signatory authority) for the North America: receiving all updates, additions and updating records on excel spreadsheet. Implemented and designed share point for Business Controls.

• SAP Super User and Level I Escalation – Provide training for new users, subject matter expert for all internal procurement personnel and business units. Involved in all aspects of SAP user acceptance testing and approval for all new releases. Troubleshooting user issues for procurement and customer sales order issues for business units.

• Proficient on the Smartbuy purchase order execution system. Provided training and user assistance to all buyers within the organization.

• Key Member of the ECO Centralization Process Flow Team designing process work flows.

• Manage Non-Compliance reporting for Services Procurement including US and Canada reporting monthly to Senior Management.

• Traveled to Guadalajara to train the team for transfer of procurement transactions (Smartbuy and SAP). Created checklists for all documentation and business requirements relating to each business. Mentored these individuals for 6 months while training for new position.

• On call support for the West Coast from 5:00 to 8:00 p.m. daily and weekends when necessary.


Buyer II 1994 to 1996

• Project Lead for the US Postal Service Account

• Project Lead for the Citicorp Account

• Lead Department auditor for internal audit

• Subcontract Management

• Co-creator of the SAP Buyer Handbook


Northeastern University

Business Administration

Hudson High School


Seminars and Internal Training:

RPI – Effective Time Management

Operational Basics for Purchasing

Computron Accounts Payable Integration

Purchasing Subcontracting Process

Project Management

Software Fundamentals

Fundamentals and Use of SAP

SAP Reporting and Inquiry Training

SAP for Engagement Customer Operations (Sales)

SAP for Finance

Harvard Mentor: Setting and Attaining Effective Goals

Preparing Journal Voucher Entries for SAP/COMPASS


A complete set of professional and character references can be provided upon request.

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