R

ico Miller Senior-Level Vice President/ Director

Project Management ~ Business Development ~ Product Management ~ Global Infrastructure Management

A dynamic, innovative and results oriented Information Technology professional with over 20 years of global execution experience with proven success and leadership specializing in Enterprise Applications in the multiple business segments. Consistently reached top ranks in practice management, account growth and services delivery leveraging deep-rooted operational domain expertise, strong work ethics, excellent communication and interpersonal skills

• Extensive experience in managing a Practice handling Account / Delivery Management responsibilities including P&L responsibility for large multi million dollar engagements with direct line report of project teams dispersed globally

• Engaged with CXO level management of Fortune 500 corporations, designed IT and organizational strategy, specifically in the Financial Services, Pharma and Communication domains, grew new business year on year by 100% delivering services covering multiple service lines including Oracle ERP, Supply Chain Management, Systems Integration, Application Development and Maintenance, IT Infrastructure Services, Data Warehousing and Business Intelligence

• Proven experience in developing Offshore Strategy, ROI and Business Modeling for Global Delivery Models, Customer Relationship & Account Management, Delivery Management, Strategic Assessments for IT transformation, Program Management; Pre Sales & Solution Architecting.

Areas of Expertise include:

Oracle Applications & Configuration

Budget Management

Team Assessment and Mentor

Global Infrastructure Management

Product Development and Support

Global System Design

Project Management

Supply Chain Management

ERP/CRM Implementation

Call Centers Management and Technology

Program Management

Vendor Management

Notable Contributions

Universal Technical Services Inc Atlanta, Georgia 01/00- Present Vice President

ViCE PRESIDENT/ DIRECTOR/TECHNICAL LEAD CONSULTANT

Director and Lead Technical and Functional Consultant implementing state of the art, 100% customized, Oracle/SAP and Peoplesoft CRM/ERP /SCM applications and solutions

Key Accomplishments:

Oversee complete implementations of CRM/ERP solutions with heavy proprietary customizations

Managed personnel of 300 direct and indirect reports

Analyze business requirement, develop and design applications, evaluate strategy, oversee pilot phase, implement application and provide post-launch support

Managed projects in excess of $100M

Created support strategies and executed policies for global platforms

Customize R12 solutions that include inventory control, order management, cost tracking and revenue analysis

oFully integrated with Oracle Projects

oBased on Order-to- Cash and Procure-to-Pay methodologies

oSupply Chain Applications

Design and develop more effective and customer centric call handling processes which required Advanced Inbound CTI applications

Implement improved Security Solutions for transportation industry, specifically Air Cargo

oAnalyze and provide training within the organization to ensure high functionality and meet the needs of external customers

oCustomize solutions that integrates with Oracle Service applications

Provide go-live support for customized Oracle applications throughout multiple industries

Liaison with Technical and Functional teams; collaborate with multiple departments and oversee technical projects.

•Responsible for duties such as budgeting, staffing, planning, and operations

•Supervising senior managers and other staff

•Developing and implementing business strategies for the company

•Handle important activities for projects such as development, direction, and coordination

•Building team appropriate to handle projects based on skillset and expertise

•Developing funding proposals and submitting to the board of directors

•Hiring and training staff, and mitigating risks for projects

•Establishing and maintaining relationship between senior managers, outside vendors and team members

•Organizing, planning, and executing projects on time and within budget.

PROJECT MANAGEMENT

Oversee full life-cycle technical and Oracle and SAP, PeopleSoft, Software Development implementation projects from conception to completion

Key Accomplishments:

Effectively managed full life cycle projects for multiple industries

oFinancial, Insurance, Consulting, Transportation, Beverage, Service/Manufacturing

Execute implementation services with a direct result in the development of global ERP/CRM system designs

Managed projects in excess of $100M

Oversee implementation of Software implementations. ERP, CRM, and over 20 Oracle Configurations

Successfully lead teams and manage diverse and complex projects while adhering to timelines, budgetary constraints and allocated resource management

Implementation of a completely customizable solution incorporating all modules from order placement through collections

Develop key strategies and implement marketing plan to enhance current customer base and target new business development

oSlashed budget expenditures by 20%

Solution implementation and integration with Sales Forces; design, develop, and implement sales infrastructure with Oracle based applications

Production support, training and go-live preparation for R12 Applications with Oracle application integration as well as UAT support with Oracle Depot Repair and Purchasing applications.

Customer Professional Experience

GE Atlanta, Georgia 08/15- 3/16 Project Manager/ Consultant

Leading the efforts of consultation for the CRM and Supply Chain modules internationally and globally. Provided direction and implementation of several modules and in a multi organization environment. There are thousands of sales reps and provided customization of application to monitor and track sales with current bonus structure. Implemented SCM/CRM modules across business units within GE. Modules included: Oracle AR, Order Management, Advance Pricing, Incentive Compensation, Service, Service Contracts, Depot Repair, Complex Maintenance, EAM and Installed base.

CROSS COUNTRY Ft. Lauderdale, FL 5/14 – 08/15 Project Manager

Leading home warranty company throughout North America. Implemented and completed O2C modules from order placement and through a collection of payments. Managed over 45 RICE items inclusive of modules. Implemented Service Contracts, Order Management, Advance Pricing, Purchasing, and Receivables. Implemented a completely customized solution that included multi-org solution. Helped develop and architect a solution for CRM on demand and Oracle Sales and Marketing modules.

Orthofix Corporation 11/14- 6/15- Consultant

Leading Biostim, Biologics, Extremity and Spine Fixation Company. Implemented and completed O2C modules from order placement and through a collection of payments. Managed over 100 RICE items inclusive of modules. Implemented Order Management, Receivables Inventory. Implemented a completely customized solution that included multi-org solution. The implementation included implementing customized Order Management and AR solution with a product named PacWare. The solution would integrate with the entire company process of financials and SCM. The OM process included some EDI integration with Medicare and Medicaid. Modules included: Oracle AR, Order Management, Advance Pricing, Service, Service Contracts, Complex Maintenance- CMRO, Depot Repair, Complex Maintenance, EAM and Installed base.

OVERHEAD DOOR Dallas, TX 10/12 – 5/14 consultant

Implemented a solution with a service/manufacturing corporation. The company managed several internal companies and implemented an integrated solution for the corporate umbrella that included international and with multiple organizations. As a part of the CRM implementation team the module included: Teleservice, Installed base, Field Service, Mobile Field Service, Depot Repair, Service Contracts, Order Management, Inventory, Incentive Compensation and Spares Management.

McLANE DALLAS, TX 10/11 – 10/12 Project Manager

Developed marketing plan and strategy for current and future customer base. Worked with officers of the company and develop short and long term action plan on sales division. Developed a customized portal for ongoing marketing analysis, which was used to improve market share retail/restaurant industry. The modules implemented were: Sales, Telesales, Inventory, Incentive Compensation Purchasing and Order Management.

FEDEX Memphis, TN 2/11 – 10/11 CRM/OM/AR Functional Lead Consultant/Solutions Lead

Provided customized solution for FedEx’s customers, which provided a new line of business with Repair and Return process. Additionally, the implementation involved a complete CRM solution with a heavy concentration on a customized Depot Repair design. The solution required integration with internal projects such as Living Social and Apple iPad’s. The focus was on a Repair and Return and Advance Exchange data flow. The solution included a complete BOM/WIP process with multi-org and several integration points with multiple internal customers. The modules implemented were: Service, Service Contracts, Installed Base, Depot Repair, Order Management, Complex Maintenance CMRO, EAM and Field Service

GENBAND Dallas, TX 8/10 – 1/11 Project Manager

R12Implementing a solution in manufacturing environment. This is a substantial integration and conversion project of Financials, Service Contracts and Installed Base. The process includes integration of quotes from Sales Force with Sales Orders, Contracts and installed Base with Oracle. The project involved designing, developing, implementing Service Contracts, Install Base, and Order Management.

POWELL INDUSTRIES Houston, TX 1/10 – 7/10 CRM/OM Purchasing Functional Lead Consultant

An R12 implementation solution in a manufacturing environment. This was a customized solution that included creating Sales Orders on ATO Items in Order Management. The process involved soft pegging of inventory items and shipping execution. The process involved creating suppliers and Purchase orders and internal requisitions. Additionally, the provided solution included and integration with Oracle Projects in order to provide tracking cost and revenue analysis. The solutions designed were based on the Order-to-Cash and Procure-to-Pay methodology. Applications included: Teleservice, Service Contracts, Installed Base, Order Management.

Order Management (OTC) solution entailed:

•Lead a map and gap analysis of business requirements with eBusiness Suite 11.5.10.2 in fast paced environment.

•Setup Oracle Order Management, Advance Pricing, Shipping Execution, and Purchasing.

•Assisted in the migration from legacy systems to Order Management

•Designed and documented ERP based solution to meet business requirements

•Drove business process engineering and related fundamental concepts through Oracle ERP and related information systems best practice deployment.

•Designed solution that was integrated with Project and Tasks

Applicable Oracle R12 Modules: Order Management, Purchasing, Teleservice, Install Base, Service Contracts, Advanced Pricing, Inventory, TCA, iProcurement and Account Receivables.

DS WATERS Atlanta, GA 3/09 – 9/09 CRM Lead Consultant

R12 Supported and resolved the Oracle applications the Advanced Inbound CRM applications. There was a requirement for CTI applications in order to reduce the time on the customer interactions in order reduce talk times. The water company wanted to develop more efficiency and better customer service in their call handling process. In addition, the directives were to correct and implement an upgrade from 11.5.10 to R12.

Applicable Oracle Applications Modules: Advanced Inbound, Teleservice, Install Base, Service Contracts, Inventory, Incentive Compensation, Purchasing and Order Management and IVR Integrations,

TSA/UNISYS Reston, VA 9/08 – 1/09 Solutions Architect/Functional Lead

Upgrade to R12Implementing a solution in manufacturing environment. This is a substantial integration and conversion project of Financials and Service. The process includes integration of quotes and Sales Orders, Contracts and with Oracle.

VOCOLLECT Pittsburgh, PA 8/08 – 10/08 Project Manager

R12 Supported and resolved the Oracle applications the Advanced Inbound CRM applications. There was a requirement for CTI applications in order to reduce the time on the customer interactions in order reduce talk times. The company wanted to develop more efficiency and better customer service in their call handling process. In addition, the directives were to correct and implement an upgrade from 11.5.10 to R12.

DRS TECHNOLOGIES Saint Louis, MO 4/08 - 7/08 Project Manager

Leading the efforts of consultation for the Supply Chain modules internationally and globally. Provided direction and implementation of several modules and in an multi organization environment. There are thousands of sales reps and provided customization of application to monitor and track sales with current bonus structure. Implemented SCM/CRM modules across business units within DRS. Modules included: Oracle AR, Order Management, Advance Pricing, Incentive Compensation, Service, Service Contracts, Depot Repair, Complex Maintenance, EAM and Installed base.

ARBY’S RESTAURANT Atlanta, GA 4/07 – 2/08 ERP/CRM Lead; Order-to-Cash Lead/CRM

An R12 implementation solution in a restaurant environment. This was a customized solution that included creating Service Contracts and Order Management. The process involved soft pegging of inventory items and shipping execution. The process involved creating suppliers and Purchase orders and internal requisitions. Additionally, the provided solution included and integration with Oracle Projects in order to provide tracking cost and revenue analysis. The solutions designed were based on the Order-to-Cash and Procure-to-Pay methodology

HILLSIDE FAMILY & CHILDREN SERVICES Rochester, NY 10/06 – 2/07 CRM Lead/Project Manager

Developed marketing plan and strategy for current and future customer base. Worked with officers of the company and develop short and long term action plan on sales division. Developed a customized portal for ongoing marketing analysis, which was used to improve market share retail/restaurant industry. The modules implemented were: Sales, Telesales, Inventory, Incentive Compensation Purchasing and Order Management.

KINDER CARE Portland, OR 1/06 – 10/06 CRM Lead

An R12 implementation solution in a manufacturing environment. This was a customized solution that included creating Sales Orders on ATO Items in Order Management. The process involved soft pegging of inventory items and shipping execution. The process involved creating suppliers and Purchase orders and internal requisitions. Additionally, the provided solution included and integration with Oracle Projects in order to provide tracking cost and revenue analysis. The solutions designed were based on the Order-to-Cash and Procure-to-Pay methodology

DINERO SOLUTIONS Atlanta, GA 12/04 – 5/05 CRM Director

Lead for development and maintenance of the CRM/ERP implementation for current and potential customers. Developed the design and construction plan for rollout out strategy for the corporate implementations. Created project plans that were carefully monitored by top management to ensure timelines and budgets were maintained.

GLOBAL PAYMENTS Atlanta, GA 10/03 – 12/04 Solutions Architect

Lead for development and maintenance of the CRM/ERP implementation for five call centers. Developed the design and construction plan for rollout out strategy for the corporate implementations. Created project plans that were carefully monitored by top management to ensure timelines and budgets were maintained.

Applicable Oracle Modules: Teleservice, Advanced Inbound, Workflow, Knowledge Management, Email Center, Knowledge Management, Scripting, Order Management, Inventory, PBX Technology, CTI and IVR Integrations.

IKON OFFICE SOLUTIONS Atlanta, GA 9/02 – 10/03 Director Oracle Applications

Director Oracle Applications

Applications Director-Managed a team of implementation and support consultants for production support of the ERP/CRM applications. Coordinated and facilitated support strategy’s and efficiency policies for several global call centers. Additionally, provided training on the applications to trainers and representatives throughout the company.

Applicable Oracle Modules: Teleservice, Telesales, Service Contracts, Order Management, Installed Base, Knowledge Base, Financials, TCA, and CRM Foundation.

Other Clients:

PELLA WINDOWS Pella, IA 9/01 – 9/02 CRM Lead (Deloitte Partner)

ORACLE CORPORATION Washington DC 1/99 – 9/01 Senior Principal Consultant

Ericsson Corporation Atlanta 1/96 – 12/98 Regional Account Manager/Director

AT&T Atlanta, GA 2/88 – 1/96 Service Delivery Manager of Call Centers

Education, Training And Military

Masters of Science – Divinity, 2015

LUTHER RICE SEMINARY Atlanta, GA

Master of Arts – Biblical Leadership, 2012

LUTHER RICE SEMINARY Atlanta, GA

Masters of Science – Human Resources, 1996

KELLER GRADUATE SCHOOL OF MANAGEMENT Atlanta, GA 1996

Bachelors of Science – Business Operations Management

DEVRY UNIVERSITY Atlanta, GA 1992

Training Courses and Awards:

Oracle University

Project Management Training Application Implementation Method

Instructor for Fast Forward Implementations for Interactions Center, Supply Chain, Sales Cloud, SDLC, AGILE- SCRUM Waterfall, ITIL, GRC

AT&T Corporation Awards and Associations

Leadership Development Training True Achievement Award Total Quality Award Above and Beyond

Malcolm Baldridge Award

United States Marine Corp

SENIOR ADMIN CHIEF Atlanta Reserves 1987 - 1993

Managed Team of 500 Marines

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