Risk Management It Support
Resume:
Kiawan Neal Charlotte, NC, USA 704-***-****
AREAS OF EXPERTISE
● Continuous Process Improvement
● Data Analysis & Reporting
● Risk Assessment & Mitigation
● Risk Management
● Enterprise Resource Planning (ERP)
● Product Lifestyle Management (PLM)
● Identity & Access Management (IAM)
● Requirement Gathering
● Change Management
● Network Security
● IT Service Management
● Ticketing & ITSM Tools
TECHNICAL PROFICIENCIES
ServiceNow, Tableau, SSRS Reports, and Microsoft Office Suite PROFESSIONAL EXPERIENCE
Domtar Paper Company Fort Mill, SC 2017 – Present Functional Analyst
Focus on supporting data-centric applications across 10+ production facilities in the U.S. and Canada. Analyze business requirements, resolves complex application issues (PARCView, PI, IP21), and enhances operational workflows. Leverages ServiceNow for IT ticketing and incident management, while collaborating with software vendors and cross-functional teams to drive integration, standardization, and system upgrades. Maintain a strong understanding of secure data handling, role-based access, and compliance with data retention policies. Bridges technical and business needs to deliver effective, user-focused solutions.
● Diagnosis and resolve end-user requests in PARCView, PI, and IP21 for over 10 production facilities across the US and Canada.
● Utilize ServiceNow to log, prioritize, and manage IT support tickets, ensuring timely resolution.
● Cooperate with software vendors to understand technology roadmaps and application strategies.
● Participate in integration and standardization projects to implement and support common solutions that further the established IT strategy.
● Perform PARCview, PI, and IP21 software upgrades, develop enhancements, and provide general technical support for the various in-house purchased applications.
● Facilitate the secure integration of PARCview application with mill OPC servers to retrieve and historize operational data to ensure real-time access to critical information.
● Ensure the continuous operation of the PARCview application by actively monitoring its performance and conducting troubleshooting to maintain system stability and minimize downtime.
● Oversee data retention practices for each mill to ensure the adherence to data recovery policies and procedures to enable quick retrieval of historical data.
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● Implement security measures to grant users role-based access, providing permissions strictly based on need- to-know principles, thereby reducing the attack surface and maintaining data confidentiality.
● Provide Level 1 and level 2 support for production environments. IQMS Paso Robles, CA 2016 – 2017
ERP Implementation Consultant
Championed the implementation and maintenance of enterprise resource planning (ERP) software for clients, covering discovery, prototype build/pilot, live build/pilot, go-live, as well as post go-live for 2 full life cycle deployments. Loaded configuration templates using data mapping tools, easing input of static data.
● Presented process improvements to fulfil client objectives for supply chain functions, such as order entry, customer service, receiving, procure to pay, production reporting, shipping, quality, and invoicing.
● Prioritized all calls, tasks, meetings, and hours logged while onsite by uniformly maintaining customer relationship management (CRM) records.
● Gathered business requirements from stakeholders and conducted site visits over the duration of the project, documenting visits via trip summaries.
● Simultaneously monitored multiple project plans and updated according to modules purchases, desired go-live date, and allotted hours available.
● Provided comprehensive ‘how-to’ presentations for clients using the system while simplifying end-user training by creating in-depth documentation with department supervisors.
● Performed user acceptance testing (UAT) by running several Process Readiness Tests (PRTs) before go-live stage of ERP implementation.
BC Forward Charlotte, NC 2014 – 2016
Implementation Consultant
Acted as a deployment resource during the implementation of Oracle projects for industry leading client (Sonoco Products) by advising on ‘order to cash’, ‘plan to manufacture’, and ‘procedure to pay’ modules for 20+ manufacturing plants.
● Supported Oracle e-Business Suite R12 implementation at multiple manufacturing plants of multi-billion-dollar client (Sonoco Products), training/supporting plant staff on Oracle Modules relating to order entry, production, procurement, shipping, and receiving.
● Formulated step-by-step training documentation for numerous divisions in line with ISO9000 for multi-year Oracle deployments, ensuring consistent, quality training across client’s manufacturing plants.
● Optimized existing business processes for plant employees and management team by using Oracle EBS and developing efficient workflows.
● Drafted more than 100 standard operating procedure (SOP) documents for 20+ manufacturing plants across the nation.
● Maintained efficient operation of systems by bridging communications between plant personnel, developers, and design team.
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● Served as subject matter expert in areas like production scheduling, advance supply chain planning, inventory management, and purchase orders modules for all plants under Oracle EBS.
● Produced end-user training and materials while ensuring optimal levels of technical support across the organization.
EDUCATION
Master of Science Cybersecurity Technology
University of Maryland • Adelphi, MD
Bachelor of Science in Information Systems & Operations Management University of North Carolina • Greensboro, NC
LICENSES & CERTIFICATIONS
University of Maryland Global Campus
Certificate of Cybersecurity Technology
Credential ID: 24M7-9MAO-K4L4
ORGANIZATIONS
The Honor Society of Phi Kappa Phi
● Inducted into Phi Kappa Phi, the nation's oldest and most selective all-discipline honor society, based on academic excellence and commitment to leadership, scholarship, and service.
● Recognized for maintaining a high GPA and demonstrating outstanding achievements in academic and extracurricular pursuits.
● Committed to upholding the society's values of integrity, excellence, and responsibility.
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