Customer Service Project

Gwenevere (Gwen) Kelley

Mobile: 425-***-**** Email: ***********@*******.***

PROFESSIONAL PROFILE

A highly motivated, results-focused individual with over ten years of experience in the Information Technology industry.

Strong leadership and successful team building capabilities combined with excellent technical, communication,

presentation, and customer service skills. Resourceful problem solver with proven ability to bring quick resolution to

challenging situations as well as building lasting relationships with vendors and customers.

CORE COMPETENCIES

Strategic Planning Continuous Process Improvement Team Building

Global Partnerships Project/Program Management Critical Thinking

Business Development Customer Relationship Management System Data Analysis

TECHNICAL COMPETENCIES

OS: Most desktop systems including: 2000/XP, Vista, Win 7, Win 8.

Microsoft Internal tools: Headtrax, Assetlink, Alfred, MSSales, Mercury, JEM, AssureNet

SAP Modules: HR, GL, FA, PS

Applications: MS Office, MS Project, Visio, HTML, Advanced skills in Access/Excel/ SharePoint

Cultural: Conversant in Spanish, Russian. Learning Japanese

CAREER HIGHLIGHTS

• Drove process changes for asset acquisition, tracking and tax reporting for data center assets, covering all data

centers worldwide.

• Designed and implemented new automation for Fixed Asset daily transaction processing, making functionality 95%

automated.

• Developed and launched new forecast and monthly depreciation reporting for 6,500 + Finance users worldwide.

• Overhauled Windows Phone Division SharePoint sites, forecast reporting and created a close report catalogue.

• Assisted in the development and launch of new Journal Management system (JEM), an executive showcase using all

new Microsoft systems, including Azure services, Excel on the web and dynamic Silverlight programing.

PROFESSIONAL EXPERTISE

Business Analyst – Deposits Processing Systems

Zions Bancorporation - Salt Lake City, UT 06/13- present

• Created and updated Business requirement documents for Deposits Processing/related systems projects.

• Lead UAT and Integrative testing, created implementation plans and project managed an Enterprise level project.

• Facilitated quarterly brown bag discussions for Use case, SharePoint and scenario focused requirements engineering.

Business Analyst - Windows Phone Division Finance 01/12- 06/13

Microsoft Corporation, Redmond, WA

• Solution Delivery for WPD Financial Reporting and Tools.

• Maintained monthly WPD close, forecast and budget tools, evangelized WPD Financial Reporting initiatives.

• Maintained Hierarchy and Allocation tools, and WPD Business Insight SharePoint site.

• Created real time custom forecast reports for WPD Finance.

• Participated in ad hoc finance project activities as priorities determined.

Solution Delivery – Corporate Fixed Assets 12/07- 12/11

Microsoft Corporation, Redmond, WA

• Managed Fixed Asset applications for 6,500 + Finance and 3,500 + Asset managers worldwide, managing daily

processes for all MSFT Fixed asset transactions worldwide, including depreciation reporting, monitored system

issues.

• Drove Fixed Asset automation and reporting projects which included surveying customers for feedback, creating

business requirements documents, managing release schedules, risk analysis, partnering with development teams,

and publishing new process documentation and training after release.

• Developed and maintained SAP test databases and SharePoint sites used by all SAP 4.7 and Unicode user test teams.

• Member of JEM PMO, responsible for team coordination, stakeholder and business contact management, writing

business requirements, tracking timelines, user acceptance testing, data tracking and future release candidate lists.

• Acted as subject matter expert in future releases in upstream/downstream tools affecting Fixed Assets including AX

Dynamics procurement system and SAP major releases for 4.7 and Unicode compliance.

• Led UAT testing of MSIT systems, AssetLink, MARS, Mercury, Calypso, SAP FA, RE&F Project Systems.

• Facilitated worldwide fixed asset reporting results to CA&A teams for internal/external reporting.

Business Analyst – Corporate Fixed Assets 05/02 - 12/07

Microsoft Corporation, Redmond, WA

• Supported fixed asset tools for Finance and HR contacts in all MS subsidiaries, provided reporting and other data

needed to complete internal/external FA reports.

• Solicited customer feedback for fixed asset tools, wrote up business requirements, managed release schedule, worked

with IT and published new process documentation and training.

• Updated procedures manual to include new upgrade functionality and including RE&F Project Systems module

procedures.

• Processed depreciation error report & Lab spend reclass, monitored all incoming close issues, and reconciled

accounts. Created fixed asset forecast reports for annual budget season.

• Owned Fixed Asset websites; managed customer support, assisted Solutions Delivery with tier II & III customer

issues.

Software Tester - Aquarius Project, Kelly Services at Microsoft Corporation, Redmond, WA, 05/00 - 01 /01

• Assisted with the Aquarius project (onboarding Microsoft payroll to the Payroll module in SAP), including

testing all HR related systems (billing, benefits, 401K, etc) for potential issues.

• Facilitated testing of the integrated systems to insure correct onboarding. Developed international test cases, and

assisted in the domestic test plan after release, trained users for the new process and reported to management any

issues found in production.

HR Information Systems Database Administrator, Microsoft Corporation, Redmond WA, 03/00 - 05/02

HR Information Systems Coordinator, Kelly Services at Microsoft Corporation, Redmond WA, 10/99 – 03/00

• UAT for SAP HR module and downstream HR systems like Headtrax and the new hire forms.

• Maintained and updated HR Information systems web pages. Train new HR information system personnel.

• Managed HR tools for all international MSFT Subsidiaries.

• Partnered with SAP business analysts and program managers with test case development.

• Lead quarterly release and new feature testing through SAP HR and downstream systems.

EDUCATION

BS Biological Sciences, Washington State University

Ongoing Professional Education/Awards

• OneMicrosoft Award for Collaboration, 2011

• Sarbanes-Oxley Training certificate of completion, 2005

• Scenario Focused Engineering Training, 2011

• Cultural training, 2000

Contact this candidate