Customer Service Management

PROJECT RELATED EXPERIENCE

● Experienced functional team lead of SAP HCM systems implementations, expansion, upgrade and maintenance projects

● Experienced four full life-cycle implementations of SAP HCM functionalities

● Performed data migration and conversions using LSMW

● Delivery of functional spec documentation to development team for RICEFW (Reports, Interfaces, Conversions, Enhancements, Forms & Workflow)

● Experience facilitating client blueprinting workshops and training sessions

● Hands-on configuration of Personnel Admin, Organization Mgt, Benefits, Recruitment and Talent Mgt Solutions

● Development of complex benefits interfacing solutions

● Experience with facilitating and delivery of SAP training for new hires

● Successful execution of cutover plan and management of Go-Live off-shore support and maintenance teams of 5-15 team members

● Capable of leading and motivating team members to build and maintain positive client relationships

● Provided support for all HR modules as testing lead during parallel testing, integration testing and UAT

● Comprehensive background in SAP ERP support (PA/OM, Benefits, Talent Mgt, LSO, Recruitment, Time and Payroll)

CAREER SUMMARY:

Michael Jones is a functional SAP Human Capital Management Consultant with more than 10 years of IT consulting experience. Most recently he has worked both globally and regionally (functionally and technically) within many areas of SAP HCM including Personnel Administration, Org Management, Benefits, Recruitment and Enterprise Compensation Management. Michael’s experiences with HCM systems implementations include evaluating current client processes and identifying areas of improvement through multiple workshops. He has configured SAP R/3 4.7 and ECC 5/6.0 to meet client specifications as a result of blueprinting and fit-gap workshops. During the final preparation life-cycle phase, Michael has successfully filled the role of Test Team lead for parallel and user acceptance testing for PA/OM, Payroll and Benefits modules with a team of 8.

As a member of the Systems Integration team, Michael’s goal-oriented, results-driven work ethic has lead to the successful delivery of project design, implementation, documentation, user authorization, testing and support. He has been the lead consultant for PA/OM Configuration and Unit/Parallel Testing. During the go-live and support phase, he has filled the role of lead functional consultant for the Off-Shore Training and Support of the Global Service Center team of 15 service reps. Additionally, as a member of the SI team he has performed data conversions, worked with the development, testing, and implementation of ABAP reports, BDC programs, interfaces and provided assistance to the portal team in the design of PCR forms. During his tenure with NorthgateArinso, Michael also has experiences with the delivery of a successful new hire training course and with working as a Talent Management Consultant. Finally, in addition to his SAP experience, Michael has managed retail teams of 20-25 employees, coached and mentored other retail management on corporate customer service and operational initiatives and has consistently demonstrated a strong background in providing network administration and support.

PROFESSIONAL EXPERIENCE

11/2011-present T-Mobile USA, Inc. – SAP HCM Analyst

● Worked closely with development team, business process leads and SME in providing Functional Specifications for ALE feeds, Reports, Interfaces and Portal Changes related to merger/acquisition proposal

● Performed PA and OM configuration (creation of custom objects and maintenance of relationships, evaluation paths and info groups) and provided Functional Configuration Documentation

● Developed UAT testing scripts for Reports, Interfaces, Portal Modifications, ALE feeds and IMG Configuration resulting from merger/acquisition proposal

2006-2011 NorthgateArinso, Inc - SAP HCM Consultant

03/2011-08/2011 Gerdau Ameristeel - PA/OM Consultant

● Performed PA/OM fit-gap analysis for North America against Globally defined Template

● Provided functional specifications for the development of custom objects and interfaces

● Developed and delivered PA/OM configuration documents based on fit-gap analysis

12/2010-02/2011 NorthgateArinso - New Hire Trainer

● Delivered PA/OM training and exercises

● Prepared ECC 6.0 for delivery of basic HR Modules and Components (PA/OM, Personnel Development, Benefits, Time Management, Payroll and ABAP)

● Facilitated and provided support to new hires with completing SAP Mini-Project that encompassed all HR Modules and Components

03/2010-11/2010 Invensys - Talent Management Consultant

● Participated in blueprinting workshops for Enterprise Compensation Management Module and Performance Management

● Developed ECM and Performance Management Functional Design Document according to client workshop specifications

● Completed configuration, parallel testing and UAT of Compensation Areas, Compensation Plans, Compensation Reviews, Compensation Programs including EE eligibility and program guidelines

● Completed configuration, parallel testing and UAT of Appraisal Process, Appraisal Catalogs and Templates

● Provided client end-user training of ECM AND PM solution

9/2009-02/2010 Agilent/Varian - PA/OM Functional Lead

● Facilitated blueprinting and fit-gap workshops for PA/OM

● Performed data conversion utilizing LSMW

● Delivered the configuration and conversion of PA/OM Master Data of acquired company

● Assured data integrity with unit testing and audit reports

● Coordinated and worked closely with a team of 2 ABAP consultants to deliver reporting and interface requirements

● Transitioned documented processes and configuration to application maintenance team of 5

04/2008-08/2009 Energy Future Holdings - PA/OM module and Testing Lead Consultant

● Gathered, analyzed and defined client requirements for PA/OM module

● Created PA/OM functional design document based on client workshop requirements

● Customized and unit tested PA/OM

● Performed data conversion utilizing LSMW

● Developed test catalog, provided functional lead support and issue management during parallel testing and unit testing with a team of 8 testers

● Facilitated systems knowledge transfer and business work processes to off-shore service center team of 15

● Worked closely with testers and off-shore service center in payroll support and processing (infotypes 0221 and 0267)

● Assisted with the development and testing of ABAP applications and interfaces according to client/vendor specifications

● Managed user administration and HR authorization roles

02/2007-04/2008 DSM Nutritional Products - Project Lead

● Systems Integration Project Lead (coordination, execution, and issue management) for a team of 4 (PA/OM consultant, Time Management Consultant, ABAP Consultant and Portal Consultant)

● Facilitated blueprinting workshops for Personnel Administration, Organizational Management and Time Management

● Defined business requirements and composed blueprint documents

● Performed parallel testing, facilitated UAT, provided end-user training and transitioned documentation and processes to service center

09/2006-01/2007 Celanese Americas - Functional Consultant

● SAP HRIS consultant for Celanese Chemicals with a focus in PA/OM, Recruitments, quality assurance, documentation and testing

● Developed and modified ABAP applications and interfaces according to client/vendor specifications

● Analyzed client business requirements and processes to deliver optimal HR business solutions

● Facilitated and participated in client and vendor meetings to discuss business processes and improvements

04/2006-09/2006 Hospira International - Technical Consultant

● Responsible for converting HR (PA/OM/Benefits) and payroll data for Mexico, Colombia, Chile, Spain, Great Britain and the Netherlands

● Implemented process to load payroll results: consisting of inbound interfaces and schemas

● Responsible for communication and coordination with payroll vendors

2004-2006 Georgia Credit Union Affiliates - Network Administrator

● LAN/WAN network connectivity support provided in a Windows 2000/2003/NT client server environment with Dell and Cisco switches and routers

● Configured and maintained load-balanced pool of 11 web servers with Foundry Server Iron load balancers

● Daily/weekly/monthly backup operations with VERITAS and NT Backup, anti-virus and anti-spam administration, and data replication to disaster recovery site

● 24/7 Network and Desktop support given to operation and executive staff of 20

● Network and Operation consultant services provided to Georgia Credit Union branches

● Project Lead on Disaster Recovery Plan, Operations Center Relocation, Windows XP rollout, MS Exchange 2003 rollout, Advanced Financial Solution Online Image Lookup and Reed Data upgrade

2001-2004 STI Knowledge, Inc. - Support Consultant

Alcoa - Team Lead

● Team Lead in the successful acquisition and transition of the desktop support team from Alcoa Pittsburgh, PA operations to STI Knowledge, Inc Atlanta, GA

● Trained and mentored phone reps in providing support for Metaframe 1.8/XP, RSA ACE/Server Administration, NFuse Classic 1.7/Elite and Avaya Site Administrator

● Monitored/maintained the mail sweeper and quarantined/blocked emails for security

● Installed, configured and administered Microsoft windows NT/2000/XP workstations and 2000 server

● Used Remedy ticketing system to track, assign, and resolve help desk issues.

● Worked closely with Independent Software/Hardware vendors, Resellers, and Distributors in replacing defective equipment

Polo Ralph Lauren - Team Lead

● Developed and implemented technical procedures and resources for product support and customer training

● Trained and mentored a team of 7 phone reps in providing support for SAP R/3, SAP Travel and Expense, SAP Employee Self Service, SAP Manager Self Service, Windows 2000/XP, Microsoft Office 2000/XP/2003, and VPN/LAN/Internet Connectivity

● Implemented and administered Microsoft Windows 2000 Network Infrastructure and Active Directory Services

● Network troubleshooting and monitoring using HP Openview

1996-2000 Kinko’s, Inc

Regional Customer Service Manager

● Led Self-Managed Regional Customer Service delivery team

● Organized and facilitated meetings with 4 southeast branch managers with goal of communicating SLA

● Coached, educated & led team building exercises on methods for achieving SLA

● Compiled MS Excel and MS Access reports for 400+ managers

Branch Manager

● Managed all production deadlines for branch with 20-25 employees with average yearly sales of $1.3 million

● Yearly sales annually ranked in top 5 of 15 Atlanta branches

● Received annual merit awards for branch customer service scores and branch revenue

● Developed and instituted plan for branch improvement utilizing SWOT analysis resulting in $15,000 monthly sales increase

● Recruited, interviewed, and hired employees

● Led, managed, and trained employees in operations and customer support

● Prepared employee weekly schedules utilizing Excel spreadsheets

● Maintained supplies and logistics for branch

TRAINING

● HR050 Human Resources Solution Overview

● HR305 Configuration of Master Data

● HR306 Evaluation of Time Recording

● HR310 Time Evaluation with Clock Times

● HR325 Benefits Administration

● HR550 Programming in HR

● HR400 Payroll Configuration

● HR410 U.S. Payroll

● HR505 Organizational Management

● HR510 Personnel Development

● BC400 ABAP Workbench Foundations

● BC402 ABAP Programming Techniques

● BC430 ABAP Dictionary

EDUCATION

● American InterContinental University, Dunwoody, Georgia 2001

Bachelor of Information Technology

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