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Project Manager Customer Service

Location:
Newtown, Connecticut, United States
Posted:
October 23, 2016

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Resume:

PROFESSIONAL SUMMARY

Cross Industry Program Manager / Solution Architect / QA Consultant

Integration with multiple vendor platforms

** ***** ** ********** ** IT management and solutions

** ***** of experience in SAP

Domestic and international project experience

Certified - MS Systems Engineer ( MCSE )

Certified - SAP Solution Consultant

Certified PMP.

Certified PMI-ACP (Agile)

Experience driving project as a Systems Integrator and representing customer interest through Vendor Management

Project manager in a diverse matrix and responsible for management of cross functional team

Concurrently manage 3 diverse SAP Utility Projects while plan and deploy SAP competency center serving Asia

Progressive team motivator, servant leader with sustainable results while eliciting top performance from teams

Responsible for spearheading the development, turnaround, and enhancement of projects within US and international organizations

Established record of delivering complex projects and deliverables within limited budgets

Record includes rescuing troubled projects either in mid-stream or post go-live

Extensive experience interfacing with C-level and senior management with status briefings and presenting technical solutions

As project manager, responsible for multiple projects with PMO and team lead direct reports

Talent acquisition for all modules

Prototype AMI smart meters on 2 projects

Define architecture for re-engineering processes

Scoping, project prep, blueprint, realization, testing and go-live support

Identify cutover process, procedures and resources

Secure all testing to exhaustion before UAT

SAP ISU is add-on to SAP ECC core modules

In depth knowledge of functional and technical Integration utilizing vendor-neutral solutions

Proficient with MS Office, Project, SharePoint, Visio, Et Cetera

RELEVANT EXPERIENCE

High-Tech Manufacturing - Rocky Hill, CT

Logistics and Supply Chain Manager Current

Document inventory, shipping, receiving and warehouse processes

Plan and execute proper documentation and procedures to gain organizational efficiencies

Ciber

SAP Project Manager-Solution Architect 11/14 – 12/15

Plan, develop and execute Go-To-Market Strategy for Utility Market

SAP ISU/CR&B Project Manager

Vertex Group

SAP Program Manager 01/14 – 07/14

BPO model for cloud based ERP solution (SaaS).

Overall responsibility for SAP implementation.

Management of all project vendors and resources.

Sabbatical 06/13 – 01/14

Pursued PMI certifications in PMP and Agile.

Self-educated on new and exciting solutions.

Saudi Electricity Company

Senior Project Manager 01/13 – 06/13

Utility serving entire Kingdom of Saudi Arabia. Eight million accounts.

Overall responsibility for SAP ISU implementation.

Management of all project vendors and utility resources.

IBM Turkey

ISU Project Manager 09/11 – 11/12

Responsible for complete SAP ECC - ISU solution delivery.

Managed three million accounts.

POC rollout of AMI

Managed IBM consultants, utility resources and third party vendors.

Created a detailed traceability matrix with all requirements, configuration and development objects mapped against client requirements.

Developed detailed go-live Microsoft project plan and schedule covering all phases necessary for the implementation and continued operations of the CIS/ISU solution

Responsible for identifying and developing Risk and Mitigation strategy.

Lincoln Nebraska

ISU Project Manager 03/11 – 09/11

Responsible for delivery of complete ISU solution including FICA, Billing, DM, WM, CS/CRM Web UI with distributed team of business, technical and application resources.

Responsible for identifying gaps, risk and provide corrective measures in the solution delivery.

Conducted system operation readiness and complete health check before go-live

Responsible for defining, developing and delivering production cut-over including Pre and Post cutover activities

Guided Data Migration team in identifying data migration sequence, mapping data sets between Legacy and SAP

Mentored team on cutover strategy and proper use of application forms.

SAP Asia

Utilities Hub 02/11

Behalf of SAP conduct QA of Accenture for Singapore Power on cutover and Data Migration.

Karachi Electric/ 2 Manila Water/ with Manila Competency Center (All Simultaneously)

SAP ECC / ISU Project Manager 12/09 – 01/11

Assisted and managed technical and function team members achieve their deliverables within an aggressive time frame.

Solution included tracking technical / commercial loss; Metropolitan of 20 million with only 2 million customer = theft.

Worked with the entire implementation team to design, develop, and deploy best practice processes.

Direct POC for AMI.

Developed Manila Competency Center (offshore). Hire and train while managing the deliverables for 3 utility projects.

Municipal Utilities District, Omaha Nebraska

ISU PMO 01/09 – 08/09

Resolved open defects and conducted root cause analysis.

Assisted Functional team during blueprint and prepare for the billing and bill print initiatives and started dialogue with 3rd party vendors.

City of Johannesburg, South Africa

Solution Architect 02/08 – 01/09

Overall responsibility for all technical initiatives and integration points within SAP ECC ISU serving the entire metropolitan area.

Planned, performed and documented detailed testing of applications components.

Identified current and projected limitations or risks for the SAP environment.

Thailand Government (Provincial Electrical Authority) 13 million customer accounts

Techno-Functional Lead 08/07 – 01/08

Designed the technical architecture of customer service IC.

Integrated ISU billing and receivables with third party on line POS.

Assisted IBM team members resolve Device Management related issues.

Led data migration team to re configure ISU migration workbench for optimal performance and enhanced data integrity.

Integrated the Work Management solution to Device Management to auto mate Device installation, removal and modification.

Designed and developed Device meter reading interface from third party to SAP.

Accenture (China and Hong Kong Gas Co.)

Technical Lead 05/07 – 08/07

Trained Accenture consultants on proper development methods within PWB.

Developed proof of concept and gained customer confidence on third party integration.

Atlanta Georgia (Water and Sewer Authority)

ISU Technical Lead 04/07 – 08/07

Rescue problem plagued post go live; the utility was under immense pressure from government and customers due to poor customer service and billing errors.

Coordinated functional and technical teams to correct defects identified during go-live.

When I arrived there were only 80% of the bills that were correct; after developing a replacement form, training the users and extensive testing only 100% correct bills were sent to the customer.

Thailand Government, Provincial Electrical Authority

Data Migration Lead 09/06 – 02/07

Subcontract to IBM Thailand as team lead for the SAP ISU technical Team.

Mentored and trained IBM consultants in data migration tools and procedures including the ISU Data Migration Workbench.

With over 13 million customers system procedures were optimized for most efficient processing; included coordinating efforts by both the Basis and ABAP teams.

Home Improvement Integration

Founder 2004 – 2006

New construction and remodel- simple formula for success.

Showed up as promised for estimates, provide estimated within 48 hours, and followed up.

Wore clean Timberland and clothing with logo.

Ran multiple construction projects; gave it up due to international travel.

TUI Consulting

Senior Functional Lead for Customer Service 10/04 – 07/05

Configured Customer Service module including CIC and all components.

Conducted business process workshops and defined requirements. Develop documentation including business blueprint, functional and technical specifications.

Implemented SAP portal E-Services with Biller Direct.

Suffolk County Water Authority (SCWA), Long Island NY 04/03 – 04/04

Responsibilities include development for all Print Workbench including Customer bill and invoice, Itron meter read interface and Migration Workbench.

Data Migration of customers’ legacy data to SAP via ISU Migration Workbench.

United Illuminating (UI), New Haven, CT

Independent SAP Technical Consultant 04/02 – 04/03

Subcontracted to SAP as the main Print Workbench technical resource.

Developed customer bill and Itron meter reading download/upload.

Developed technical specs for all interfaces within Device Management and Billing.

Initial configuration of ISU Migration Workbench.

Senior SAP Technical Consultant 1997 - 2002

Leveraged experience as a MS Systems Engineer into a seamless transitional role as Basis Consultant.

SAP positions in date sequence:

oBasis - DBA, tuning, profiles, security, upgrade, tablespace, packs, etc.

o2ABAP - online and reports

oSAPscript and SAPForms

oData Migration tools, LSMW and SXDA

oISU Data Migration Workbench ( Emigall )

oPrintWorkench (PWB)

oFront Office Customer Interaction Center Configuration

E-Services with Biller Direct

Microsoft Certified Business Partners.

System Engineer 02/96 – 07/97

Designed and implemented various BackOffice technologies for Fortune 1000 clients.

As of September 96, assumed the duties as Accounts Manager with key responsibilities in developing proposals and managing all aspects of contract negotiations.

Delivered technology briefings at Microsoft.

Oriel Instruments Corporation, Stratford, CT

Director IT 1989 - 1996

Direct report to the CEO.

Managed client staff.

CERTIFICATIONS & TRAINING

PMI – PMP

PMI – ACP (Agile)

SAP Solution Consultant CRM

Microsoft Certified Systems Engineer ( MCSE )

Technical Institute of America, PMI

Project Management Institute - Agile

Allied Technical Institute

Johnson & Wales, MIS Management

Boston College, Two years credit

SAP Academy

Dale Carnegie, public speaking



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