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Director - Engagement/ Sap Service Delivery Resume

Edison, NJ


  • Over 19 years of ERP/Middleware application experience in diversified businesses including Aerospace/defense, pharmaceutical, chemical and private/ public sector
  • Extensive experience working with challenging client situations such as heavily customized systems, no formalized system standards, multiple vendors/customers, and onsite - offshore delivery
  • Leading and managing delivery/budget of 700-1500 SAP projects/Enhancements/tickets involving team size of 350+ at a given time
  • Focusing on trendsetting ideas by researching industry and related events, broadcasts; tracking individual contributors and their accomplishments
  • Connecting and getting right parties involved at the right time to satisfy client needs
  • Proposes potential business arrangements by contacting business owners, service owners, managers and executives; discovering and exploring opportunities
  • Screening potential business contracts by analyzing market strategies, contractual requirements, prospective, and financials; evaluating options; resolving internal Confidential priorities-while keeping client needs and urgencies as the highest priority; recommending investments where and when needed
  • Developing/negotiating strategies and situations by studying combination of new endeavor with Confidential strategies and operations; examining risks and potentials; all while valuing client needs and goals
  • Work on client needs by coordinating requirements; developing and negotiating contracts; integrating contract requirements with business operations/SLA’s
  • Leveraging from different teams with in client organization and Confidential
  • Presenting leadership team with possible issues/risks/solutions and best approach
  • Ensure continuous delivery of technical services through oversight of service level agreements with end users and monitoring of systems, programs, and performance


Project Management: Clarity, Open Workbench, MS Project, HPQC, SAP Solution Manger and ChaRM, Agile - Scrum, Waterfall, and ITILS

Databases: SQL Server 2005, ORACLE, MS Access, BW

Tools: BusinessObjects, SAP BW, Crystal Reports, Brio, Toad, ReportSmith, ADP HRizon, PeopleSoft, Lawson, VANTIVE, Sharepoint, Maximo MS Office and MS Visio.

Languages: SQRW, SQL, SQL Plus

Operating Systems: Windows XP/2000/NT/98/95/3.1


Confidential, Edison, NJ

Director - Engagement/ SAP Service Delivery


  • Maintaining strategic direction, ensuring financial responsibility of the SAP department, quality of SAP solution delivery, and maintaining client satisfaction and enhancing the client experience.
  • Responsible for managing and directing the main stakes of information technology: people, process, and technology.
  • Improve Incident Management processes
  • Monitor service management and solution delivery milestones
  • Work with the service delivery supplier to ensure metrics are captured that accurately show supplier and system performance.
  • Responsible for building SAP teams and managing the SAP resources (both internal and partner relationships).
  • Work with service supplier detail new metrics as needed to improve service and make performance more predictable.
  • Work with Solution Architects, Technical Integrators, Business Process Architects, Managers, customers and service providers to build detailed plans for enhancement and major release projects.
  • Oversee service provider delivery of critical projects
  • Prioritize enhancements, service and support initiatives with the service provider and the functional and technology area.
  • Work with suppliers and management to eliminate project barriers to ensure projects are delivered on time and on budget.
  • Manage the validation for the technology area and ensure the appropriate and agreed upon interactions are occurring during the execution of projects and changes.
  • Develop the strategy and plans to successfully implement operational policies and enable business objectives through technology and process enhancements.
  • Manage multiple Sr. Program Managers, Sr. Technical Managers, and IT leads
  • Resolve staffing issue in complex projects and serve as advisor and executive sponsor for complex projects.
  • Key partner in the client evolution of its technology landscape, in accordance with the SDLC governance model.
  • Responsible for a 350 SAP/Middleware/Mainframe associates in multiple geographies

Aerospace and Defense



  • Leading four very unique work steams for a ITAR compliant client
  • Managing team of four senior members
  • Budgeting, forecasting, planning and roll out of each of the work stream
  • Managing meeting with key stakeholder of program about status and risks




  • Leading multiple medium to large-scale IT programs/projects involving SAP reporting BW/BOBJ, Oracle, legacy and outside vendor systems.
  • Resourcing throughout the SAP area with in account
  • Support tickets triage
  • Production release readiness
  • Conducting meeting with key stakeholder of programs/projects about status, risks, resourcing, forecasting and budgeting
  • Drive escalated situations demonstrating strong business judgment, risk management skills, and effective use of resources
  • Building business through creating brand recognition
  • Work with CIO leadership team to carry out vision and goals across enterprise reporting
  • Capacity planning, budgeting of programs
  • Managing BW HANA migration projects (N+1 environment, dual synch, cut over activity)
  • Accountable to ensure realization of desired business outcomes
  • Creative problem solving, able to quickly assess issues and implement solutions
  • Ensure customer satisfaction through outstanding customer service and high quality technical responses.
  • Lead cross-functional collaboration between teams to effectively setup checkpoint to review business and operations specifications as well as the event rollout strategy to ensure high performance
  • Deep and balanced knowledge of both business process and technical architecture to help guide team to successful outcomes
  • Demonstrated ability to effectively lead and manage a team of 40 + technical resources in SAP BW, SAP BOBJ, and SAP Business analysis
  • Set up checkpoints during implementation to review performance specifications for projects
  • Manage both Offshore/Onsite resources along with client expectations
  • Effectively resourcing for SAP BW, Business Object, Business Analysis and other SAP areas, by setting clear objectives, coaching and mentoring, addressing performance, facilitating resolution of issues
  • Continuously improving delivery of SAP reporting services, achieve SAP Operations and Support performance targets while maintaining adherence to defined SLA’s, processes, workflow, methodology and technology standards
  • Ensuring that the team delivers agreed upon work products/projects within the timeframes and quality characteristics specified by the client
  • Delivery and support of SAP reporting system functionality which supports key business functions
  • Responsible for coordination of all SAP reporting related development for client who has exceed 100 billion dollar in revenue
  • Work closely with the Support team to ensure changes deployed into production environments goes through our change management process
  • Work closely with Q/A and Deployment teams to create a repository of product configuration baselines and develop configuration change management tools to ensure that deployments are controlled in a repeatable manner
  • Interact with the business leaders assisting in the defining of requirements, priorities, and budgets for all development
  • Practical business experience in SD, the combination of knowledge of the SAP system and a good background in business process design necessary to ensure requirements for the business units are well defined
  • Define and communicating enterprise procedures, policies and standards for the client when acquiring, implementing and overseeing SAP reporting
  • Lead strategic service planning to achieve business goals by prioritizing technology initiatives and coordinating the evaluation, deployment, and management of current and future technologies
  • Provide support consulting expertise, direction, and assistance to the business units to provide cost effective technical solutions
  • Develop, track and control the SAP reporting BWBO support annual operating and capital budgets

Confidential, NY, New York

Lead IT Liaison


  • Focused on relationship building within team and other leaders and peers across the organization
  • Technology lead working as the primary liaison and voice of the SAP business analyst team
  • Responsible for working with virtual, geographically diverse team across multiple time zones
  • Support Month End, Quarter End, Production issues and upcoming releases to Production
  • Clearly and timely communicate technical roadblocks, risks, resource constraints and system issues
  • Business process consultant responsible for providing business process, design, and analysis support for developing solutions for interfacing business and SAP application systems
  • Develop/modify procedures to solve complex business problems considering client needs
  • Leverage process analysis, design, simulation, application capabilities and industry requirements competent to perform as a technical manager
  • Help develop standard templates for future deployments based on historic precedence in the SAP workplace
  • Ensuring proper Enterprise projects standard are adhered to
  • Support Project/technical execution leads
  • Working in a rapidly transforming client environment
  • Leading multiple projects and IT initiatives at a given time
  • Working with delivery expectations across organization
  • Critically evaluate information gathered from multiple sources, reconcile conflicts, distribute high-level concepts into details, distinguish true needs from amongst the collection of requirements, and create logical and innovative solutions to complex problems
  • Presenting/modeling to represent requirements in a graphical manner by converting technical matter to a natural language
  • Liaison extensively with multiple teams and internal stakeholders to help negotiate priorities, resolve conflicts among project stakeholders, and establish deadlines

Environment: BusinessObjects, Oracle 10g, Crystal Reports, BW 7.1, Windows XP, Microsoft Outlook 2003, MS Office 2003.

Confidential, Jacksonville, FL

SAP Global Reporting Lead


  • Involved in gathering, analyzing, and documenting business requirements, functional requirements and data specifications for HR reporting requirements.
  • Design enhancements and functionality to help meet user requirements.
  • Manage and overlook eight reporting analyst and three BI developers.
  • Accountable for staffing, task assignments, resource balancing and resource loading the assigned solution teams within the project with the appropriate resources for the defined tasks within their span of control.
  • Provide functional process ownership of multiple business process areas. Organize and facilitate problem-solving discussions with the Client, internal operations team, and project managers to resolve issues requiring a focused approach to maintain project continuity and requirements.
  • Manage functional integration for multiple process areas.
  • Prepare Functionality Specifications Documentations and delivers to ABAP developers and BI developers.
  • Responsible for creating Function Design Documents based on the Business Requirements Narrative Documents created by the Business Analysts.
  • Responsible for reviewing the developer’s Technical Design Document to ensure all requirements have been met.
  • Responsible for supporting the developer and ensuring the developer remains on target and meet specified Timelines.
  • Collaborate with the ABAP developers, BI Developers and the quality assurance team to develop and test significant new functionality and enhancements.
  • Performed integration testing work as necessary to insure that new functionality or enhancements do not adversely affect existing functionality.
  • Work with management on effective change management methods (handling all SAP reporting RFC’s). Predict impact of client report change requests on project, project plan, cost and deliverables.
  • Management of North America reporting QA defect process and reassignment.
  • Test SAP system and reports using HP Mercury tools.
  • Write QA test scripts to ensure that client’s vision is met for reports.
  • Work with all modules of SAP HR 6.0, BI 7.0, ECC and Crystal reporting tools.

Environment: SAP ECC 6.0, BI 7.0, SQL Server 2005, SQL, TOAD, Crystal Reports, BusinessObjects XI3.1, Windows XP, and Lotus Notes.

Confidential, Garden City, NY

Programmer/ Analyst


  • Coordinated requirements review sessions, incorporated feedback, and obtained needed approvals.
  • Support the internal and external customers by designing, producing and delivering customized reports from the HRMS.
  • Responsible for preparation and distribution of metrics and documentation for the reporting team.
  • Modified existing reports and developed analytical, complex and dynamic custom reporting solutions to satisfy business requests for internal and external clients.
  • Received, responded to, and prioritized requests to ensure reports were scheduled and delivered in support of client programs according to established SLA’s.
  • Gather information from authorized business users to determine best way of creating and delivering reports based on their needs.
  • Interface with technical support teams to ensure that reporting needs are met in most efficient and accurate manner.
  • Work with users and HR staff on reporting requirements and use of reporting tools and produced extensive metric reports.
  • Develop, review and update Standard Operation Procedure (SOP's) and other documentation for Reporting team.
  • Audit outgoing reports to ensure consistent adherence to global standards for reporting formats and definitions, and compliance with quality assurance measures.
  • Ensure compliance with all regulatory requirements for data protection in respect to content, security and access of information contained within reports and reporting databases.
  • Participate in process improvement projects representing the reporting function within the HR.
  • Follow and support standard processes/procedures established for function. Participate in various special projects within the HR and created ad hoc reports on demand.
  • Manage all phase of enterprise reporting, presenting problems facing HR enterprise reporting.
  • Created user manuals and developing specifications for programmers.
  • File annual companywide EEO1 report, developed new reporting strategies and reports using Lawson v7.3.3 with Oracle, Crystal reports, Brio, SQL, SQRW reporting tools.
  • Use ADP CSS HRizon with Oracle Database in NT environment
  • Responsible for functional and technical End-User support.
  • Generate reports by programming in SQR and SQL.
  • Create management reports using Crystal reports, ReportSmith and Brio reporting tools.
  • Run weekly and biweekly ADP payrolls.
  • Assigned categories and properties for all new daily, weekly and monthly reports.
  • Serve as technical liaison to End-Users, created and ran production reports according to processing schedules.

Environment: Lawson v7.3.3, Crystal reports, ReportSmith, Brio, ADP HRizon, PeopleSoft, Oracle 9.2, SQL, TOAD,HRMS, SQRW, Windows NT, Windows XP, Lotus Notes.

Confidential, Garden City, NY

College Intern-Compensation


  • Worked with IPS to process schedule increases, preparing confidential documents that reflect salary and performance appraisal details.
  • Accessed CSS HRizon for research purposes.

Environment: CSS HRizon, Windows 98,Windows NT.

Confidential, Brentwood, NY

Internship - HR Department


  • Student Worker at the Human Resources Office.
  • Managed incoming and outgoing reports, and files. Telecommunication. Data Entry

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