CMD Resume

Cleo Dorsey

***********@*****.*** Residence: 704-***-****

**** ****** **** **. ***. 207 Charlotte, NC 28262 Cellular: 216-***-****

Siebel Administrator/Business Analyst/Quality Assurance Analyst

Information Technology Professional with 11 years extensive leadership, planning, problem solving and communication skills combined with hands-on generalist experience utilized to reduce cost, increase productivity and meet corporate financial objectives.

QUALIFICATION HIGHLIGHTS

• Information Technology • Strategy Development • Analyze complex problems

• Project Management • Strong People Skills • Interpret operational needs

• Quality Assurance • Process Improvement • Excellent documentation and communication

PROFESSIONAL EXPERIENCE

ARTECH INFORMATION SYSTEM LLC (IBM Corporation) Charlotte, NC 2008-Present

Siebel Administrator

Siebel Administrator responsibilities include having strong problem/change management skills set to maintain a ticket management system that would receive request for work on either problems or changes. Dispatch tickets to any available Siebel Administrator to review and approve. Other request include batch and log file request, weekend maintenance work that involved updates and Server refreshes. Act as the first point of contact for Severity 1 and Severity 2 server and application problems and changes.

• Executed Problem Management.

• Contacted the necessary resources to resolve high visibility issues.

• Distributed important information regarding servers and database maintenance.

• Participated in meetings with other departments as a team representative.

EDGE PARK MEDICAL SUPPLIES-Twinsburg, OH 2007-2008

Quality Assurance Analyst

Develop, publish, and implement test plans. Assist in producing and releasing software products designed for the customer in a timely manner and with high quality results. Adhere to performance standards and procedures for implementation of testing plans. Write, maintain, and perform test automation. Define and track quality assurance metrics such as defect densities and open defect counts. Compare software applications to requirements and identify variances.

• Worked directly with executive sponsors, corporate leaders, and project teams to ensure successful project completions.

• Developed and maintains relevant procedures and directions. This includes, but is not limited to handbooks, manuals, tools, and templates.

• Participated in developing department goals, objectives and systems.

• Ran Test Scripts against Data and report results to the development team.

• Liaison between the user community, development team and the business group

• Extensive experience with development both maintaining and testing scripts

• Estimated QA work efforts and track the status of multiple projects and requests.

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THE GOODYEAR TIRE AND RUBBER COMPANY- Akron, OH 2006-2007

Application System Administrator

Provided application administration including security monitoring, configuration, implementation of architectural designs and documentation for various application environments. These include the Windows 2003, 2000, NT, ColdFusion Application servers, and J2EE servers

• Liaison between Application Development team and the Business as Project Manager.

• Maintained communications with higher management regarding problem areas and project status.

• Conveyed to all concerned departments a full understanding of the required outcomes of the project.

• Participated with responsible managers in developing overall project objectives, strategies, budgets and schedules.

• Assured all project activities were properly and realistically scheduled, budgeted, provided for, monitored and reported.

• Identified promptly all deficiencies and deviations from plan.

• Reviewed log files and/or use monitoring tools to analyze system performance. Determine appropriate action in problem situations. Create, delete, and maintain user accounts.

• Troubleshoot basic problems and recommend appropriate actions.

• Served as the first level of support for issues that could not be handled by operations or customer service. Escalate calls that are more complex and delegate accordingly.

ACCENTURE TECHNOLOGY SOLUTIONS (P&G/HP) Cincinnati, OH 2005-2006

Second Level Support /Project Specialist

Addressed significant business issues through the development and delivery of high-quality CRM processes and application solutions. Interfaced with all levels of the business to understand current business processes and challenge them by identifying alternatives to the business on process re-engineering based on the Siebel Out-of-the Box functionalities. Focused areas are Contact Management and Lead Management

• Executed Problem Management

• Shared tools and knowledge with Level 1 Support to help increase their ability to provide first call resolution.

• Communicate effectively with customers and understand the business impact of incidents which have been escalated to Level 2.

• Collaborated with key user networks to reduce and resolve issues

SAPPHIRE TECHNOLOGY (SARA LEE FOODS) Cincinnati, OH 2005

Technical Project Analyst

Gathered requirements, map business process and facilitate business and IT collaboration, and aid in the development of Customer Relationship Management (CRM) technologies and systems to support strategic business information needs of the Commercial Sales and Marketing organizations.

• Maintained configuration setting for Trade Applications such as user passwords, security settings, and Sales organization hierarchies.

• Prepared and maintain documentation of current configuration and security settings.

• Responsibilities include continuous monitoring of the Trade planning database for misalignment, unallocated promotions, and other anomalies. Recalibrate the database when these things are found.

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TEKSYSTEM (KEYCORP) Cleveland, OH 2004-2005

Software Support Specialist

Siebel Support Specialist who has experience troubleshooting issues within Siebel Provided functional and technical Siebel Application Support to Sales and Service Departments that are utilizing a new Siebel Support CRM

package.

• Maintained a comprehensive technical and working knowledge of all systems utilized by the EAI Team.

• Reviewed incoming rejected transactions for source type and error type and determine the appropriate steps needed to ensure the transaction keeps the Siebel and CIX systems in synch.

PIONEER-STANDARD ELECTRONICS Cleveland, OH 1997 - 2003

Siebel Administrator/Project Application Specialist

Participate in all phases of the IT Systems Development Lifecycle (SDLC). Act as a liaison between developers and business team members. Provide timely project status updates to the Project Manager. Identifying and reporting project risks as early as possible and proactively mitigating project risks as identified. Provided expert knowledge of cross-functional and business processes and Siebel systems. Required little management direction, and handle extremely complex problems. Established, developed and maintained relationships with the business. Functioned as a senior level person. Communicated essential information in a timely manner. Analyzed users current compliance management and training business processes, systems and data, to determine configuration requirements, customize development requirements, and integration for Siebel

• Provided Documentation for configuration and integration requirements as input for Siebel configuration and integration development

• Documented customer business processes and change management processes and procedures required for client to successfully implement Siebel.

• Assisted with development of integration solutions such as single sign-on and user data integration solution to maintain client user data in the Siebel application and other integration points with client systems.

TECHNICAL EXPERTISE

Customer Relationship Management: SIEBEL SALES ENTERPRISE 97/98/99/99.5/2000, 6, 7.8

SIEBEL, SIEBEL IHelp, ASSIGNMENT MANAGER, SIEBEL INSTALLATION, ADMINISTRATION, EIM, SIEBEL SERVER MANAGER, FILENET 8.0, OPEN VIEW/IXOS, SAP, EPIC

Technical Environment Systems: WINDOWS VISTA, XP PROFESSIONAL, WINDOWS NT 4.0 WORKSTATION/SERVER, WINDOWS 2003, Microsoft IIS 6.0, ColdFusion Application Server Admin

Quality Assurance/Testing: Requirements Gathering, Functional Design, Visio, SDLC, Application Development, Use Case

Databases: ORACLE 9.x/10.x, SQL SERVER, ACCESS, DB2

Languages: 6.0, SQL, COBOL, HTML, XML, AXURE RP 4.0

EDUCATION & TRAINING

University of Phoenix, 2003 Kentucky State University, 1996

Master of Information Technology Bachelor of Science Computer Science

ORGANIZATIONS

Delta Sigma Theta Sorority, Incorporated

Black Data Processing Association (BDPA) Information Technology Thought Leaders

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