Customer Service Manager
Resume:
Marshall E. Davis
Rocklin, CA 95765
********.*.*********@*****.*** - Hm
********.*.*****@*****.*** - Wk
916-***-**** - Mobile
916-***-**** - Office
EMPLOYMENT & EXPERIENCE
Sr. SAP Security Systems Analyst
Intel Corporation, Folsom, California August 1999 - present
. Senior SAP Security Analyst with extensive knowledge of the current
SAP NetWeaver Suite of products including Java User Management Engine
(UME), Enterprise SAP Portal 7.0, SAP BI (Business Intelligence) 7.0,
Solution Manager 7.1, CRM, SCM, SRM, Business Objects (BO Enterprise /
Data Quality Information Steward) and SAP XI (Exchange Infrastructure)
7.0. Continually and successfully mentored junior members of the SAP
Security Team along with creating and executing training and knowledge
share materials for new processes and procedures as they were
introduced.
. 14+ years of experience in the program lifecycle with the latest
project being the complete overhaul of the Solution Manager upgrade to
version 7.1. I was the main SAP Security resource on this project and
was instrumental in the project's successful implementation as we as
receiving and Intel DRA (Divisional Recognition Award). This upgrade
reduced the amount of resource time it took to move a change to
production by 75%.
. Accurately process/translate business requirement requests into
technical specifications which require the configuration and addition
of transactions and authorization objects to profiles/activity
groups/roles. Effectively perform analyses on security roles and the
authorization objects contained therein in order to maintain
segregation of duties between various job roles and functions while
maintaining Sarbanes Oxley (SOx) compliancy. Assist internal audit in
researching and resolving segregation of duty breaches in existing
profiles/activity groups.
. Successfully managed the incoming workload and resourcing for the
entire SAP Security team as the Business Capacity Resource Scheduler
assisting in staffing projects as they required SAP Security
Resources. Duties included assigning, overseeing, and tracking project
work received from the business. Created, maintained and transitioned
a resource monitoring spreadsheet that accurately assisted in managing
this workload that is still in use today.
SAP Technical Assistance Center
Intel Corporation, Folsom, California January 1998 - August 1999
Effectively resolved first level support calls for the entire SAP landscape
at Intel Corporation. Issue resolution included business process and
technical issues. The supported applications assisted the corporation in
the manufacture, forecasting, sales and planning of its products. Provided
lead support for the HUEY/DISCO rebate module of SAP.
Intel Customer Hotline Support
Intel Corporation, Folsom, California March 1996 - January 1998
Effectively provided first level customer service while routing support
issues to the appropriate support group. Accurately maintained and posted
call routing information for internal team use onto the web utilizing HTML
format. Provided sabbatical coverage for a Customer Business Analysts for
the Latin America Region. Performed quarterly bookings and assisted our
direct customers with their microprocessor orders via entry into the SAP SD
module.
COMPUTER SKILLS
SAP R/3 (3.x & 4.x) Microsoft Office Suite SAP Solution Manager 7.1
Adobe Photoshop 7.0 Microsoft Front Page LiveCompare by IntelliCorp
Macromedia Dreamweaver MS Project & Visio 2000 SAP NetWeaver Suite of
Tools
STRENGTHS
Fluent in Spanish Strong leadership skills Quick learning abilities
Motivated team player Focused self-starter Excellent customer services
skills
Strong analytical skills Positive attitude Outstanding written and
verbal communication skills
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