Customer Service Sap

Resume of Jos R. D vila

**** ********* ***** ******, ** 32766 Phone: 407-***-**** Email:

**************@*****.***

Summary:

. 3+ years of experience as a SAP consultant in providing technical

assistant to business professionals

. 3+ years of experience in providing PC and network support

. In active persuit of PMP Project Management Certification

. Experienced in reviewing and validating data, data migration and

documentation

. Demonstrated the ability to integrate computer skills, customer support

experience, and related education to exceed technical, business, and

customer requirements

. Skilled at troubleshooting and fixing problems while minimizing customer

stress levels

. Able to organize and work independently and manage time efficiently

handling multiple tasks performing them well under pressure with the

ability to communicate at all levels both in a written and verbal manner

. Bilingual in English and Spanish

Technical Skills:

Skills: IDOC, BAPI, SAP Debugging, Data Conversion, DNS, DHCP, Active

Directory, PC Repair, TCP/ IP Configuration, Support Techniques, SDLC

Programs: MS Word, MS Excel, MS Power Point, MS Access, MS Project, MS

Outlook, Remedy, SAP R/3, ECC 6.0, Visio, HPQC, PL/SQL Developer, Solumina

Programming: Visual Basic, ABAP

Databases: MS Access, Oracle 11g

Operating Systems: Windows XP/Vista, Windows 7, Windows 8

Professional Experience:

University of Central Florida - Orlando, FL Feb

2014 - Present Computer Specialist

. Acts as a single point of contact for phone calls and emails from staff

regarding IT issues and queries

. Receiving, logging and managing calls from students and internal staff

via telephone and email

. 1st and 2nd line support- troubleshooting of IT related problems from in-

house software to hardware, such as Blackberrys, Laptops and PCs

. Take ownership of user problems and follow up the status of problems on

behalf of the user and communicate progress in a timely manner

. Maintain a high degree of customer service for all support queries and

adhere to all service management principles

. Provide basic in-house training in MS Office applications used within the

Association (Word, Excel, Outlook, PowerPoint)

. Active Directory: Creating user accounts, reset passwords, create groups

AXON Puerto Rico - Isabela, P.R. Jul 2010 -

Feb 2014

SAP Consultant

Summary:

Responsible for supporting business solutions, basic configuration or

programming tools and understand implementation methodologies on SAP.

Communicates with customers, solve support tickets, analyze problems, and

design solutions.

. Responsible for supporting business solutions, basic configuration or

programming tools and understand implementation methodologies on SAP

. Documented the settings and prepare proper guidelines that allow other

consultants to do further changes or repairs in the future

. Followed all work instructions and Statement of Work (SOW) guidelines of

the assigned task/project

. Tracked and worked to meet schedule requirements of assigned projects

. Communicated with customers, solved support tickets, analyzed problems,

and designed solutions

. Responsible for evaluating customer requirements, creating, developing

and providing solutions by customizing the system and making sure the

system reacts accordingly

. Took initiative that proper training was given to the users and that the

system is usable, performing appropriately ad the business flow is

complete and correct

. Consulted with clients to gather information about program needs,

objectives, functions, features, and input and output requirements

. Worked with small projects or have discreet tasks within functional

discipline

. Responsible for delivering reports to managers and/or customers regarding

individual progress

. Participate in Achieving Competitive Excellence (ACE) initiatives

Selected Project Experience

Pratt & Whitney - East Hartford, CT Jun

2012 - Feb 2014

SAP QM Consultant

. Interacted with Business Leads and users to understand existing Business

processes

. Cross Functional Experienced with integration of Quality Management (QM)

with Production Planning (PP), Material Management and Warehouse

Management functionalities

. Designed, Implemented and Configured Inspection Lot Creation, Results

Recording, Defects Recording, Inspection Lot Completion, and Sample

Management for Quality Inspections

. Experienced with writing and presenting training documentation and post

implementation support

. Proficient in conversion of business requirements into functional

specifications and technical specifications for solution design,

development, unit and integration testing and other aspects of software

development lifecycle

. Designed workflow diagrams and flow charts in Microsoft Visio to map the

business process

. Set up QM Master Data such as Code Groups and Selected Sets, Master

Inspection Characteristics, and Inspection Plans

. Configured Stock Transfer parameters for Storage location to Storage

location transfer Material to Material, Transfer Plant to Plant (with or

without billing)

. Wrote test scenarios and performed tests including unit testing,

integration testing, stress testing

. Prepared end-user manual and provided necessary training to end-users

. Provided go-live and post-live support. Coordinated with the local team

to resolve post go live integration issues

. Manage Go-Live support team of 3 individuals

Pratt & Whitney - East Hartford, CT May

2011 - May 2012

SAP Production Support Consultant

. Provided production support for end users by understanding the problems

and giving them solutions, by involving in configuration changes to

increase the efficiency of the project

. Data extraction from SAP using ABAP/4 programs

. Updated documentation and provided key user training

. Worked on resolving problems relegated to Purchase Order, and extension

of material master

. Resolving issues, communicating with customers, handling development

projects etc.

. Define and confirm the BOM, Routing, Production work center & production

order

. Handled production support issues in the form of tickets, queries and

change requests, trouble documents

. Processed transactions such as GR, GI, stock transfer posting,

availability check and stock differences

. Served as MRO Functional Lead on minor development changes

. Cleansed, transferred and processed through queried programs

. Support interface issues, iDOCS, spec2k, EDI, workflows, user exits

. Debugging ABAP applications

. Database Management Systems: MS Access and PL/SQL Developer, Oracle 11g

. Tuned SQL queries in applications to improve performance

Keystone (Dr. Pepper) - Dallas, TX Mar

2011 - Apr 2011

SAP Data Migration Consultant

. Data upload tools used LSMW, User exits, Customized reporting, Screen

enhancements; Value based Permit and User Status

. Developed conversion programs using ABAP and LSMW

ITT - Baltimore, MD Dec 2010 -

Feb 2011

SAP Data Migration Consultant

. Reviewed and validated all the data before uploading to SAP

. Worked with Business Objects Data Services

. Guided client with SAP field descriptions

. Performed Data migration documentation

. Cleansed Master Data

Lime (Cable & Wireless) - Isabela, PR Jul 2010 -

Nov 2010

SAP Data Migration Consultant

. SAP implementation - St Lucia (Windward Island)

. Developed various Legacy System Migration Workbench (LSMW) scripts for

Financial Accounting (FI) related data objects such as General Ledger

(GL) Master and Cost Element

. Organized legacy data and used LSMW to successfully load all records

. Supported the data conversion efforts by manipulating legacy data in

Excel and Access

Other Professional Experience:

Clinical Pathology Laboratories - Orlando, FL Aug

2009 - Jun 2010 Network Technician

. Setup, configure and support internal and external networks

. Provided top quality support to both internal and external customers and

worked cohesively with vendors

. Developed and maintained all desktops, servers, security systems, and

network configurations

. Provided technical support and guidance to users including on-call

coverage

. Performed help-desk coordination functions within team projects

. Made recommendations and applied upgrades, patches, and new network

software and hardware

. Made recommendations to the IT training team on customer or application

training needs

. Input and maintained daily work orders through completion

. Kept abreast of all new and existing network changes within the Southeast

Division

JD Tech Pro - Oviedo, FL Oct 2007-

May 2009 IT Technician

. Provided IT consulting to single and multi-site businesses, including,

retail, doctor offices, and home end users

. Provided end user support in a diverse number of arenas ranging from

defective hardware to network outages

. Setup and configured wireless networks

. Managed Exchange Server 2007

International Plaza Resort & Spa - Orlando, FL May

2007 - Sep 2007 IT Assistant

. Troubleshoot user problems, and provide support and training to ensure

optimal network performance

. Supported custom applications and interfaces impacting internal end users

. Installed and upgraded PC hardware

. Performed Windows updates and patches

. Provided troubleshooting assistance to internal/external vendors

experiencing transmission

Education:

MBA: Management Information Systems Aug 2011 -

Oct 2013

Inter-American University of Puerto Rico

Aguadilla, P.R.

BBA: Computer Information Systems Aug

2004 - May 2008

Webber International University

Babson Park, FL

Certifications:

CompTIA A+ Oct

2009

New Herizons Computer Learning Center

Orlando, FL

Career ID: COMP001008434797

Training:

New Herizons Computer Learning Center Jul 2009 -

March 2014

Orlando, FL

. CAPM/PMP Project Management Certification

. Interconnecting Cisco Networking Devices v2.0

. CompTIA Security +

. CompTIA A+ Essentials

. CompTIA A+ IT Tech

. CompTIA Network +

. Implementing and Supporting Microsoft Windows XP (2272C)

. Managing a Microsoft Windows Server 2003 Environment (2274)

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