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Crm Subject Matter Expert Resume

Stafford, VA

PROFESSIONAL PROFILE:

  • Strategic and result - oriented leader with significant s integrating Business Initiatives with Technology in major organizations. Consistently recognized for leveraging Technology to meet business requirements, improve expense ratios, and deliver superb customer service.
  • Proven ability to lead the development and maturation of Program Management Office by leveraging applicable methodologies, instituting policies, procedures, establishing best practices and cultivating a high performance environment resulting in increased revenue, productivity, customer satisfaction, retention and operational excellence.
  • Consistently acknowledged for identifying opportunities, mitigating risks, successfully influencing change and gaining cross-functional alignment within organizations.
  • Recognized breakthrough ability to translate corporate vision into goals, objectives and key performance indicators to ensure targets are tracked, measured and achieved.
  • Comprehensive understanding of the technical, business and people issues involved in developing, implementing, selling, and maintaining information systems.

STRENGTH:

  • Managed the global CRM/SRM, Service and eCommerce projects in support of Sales and Marketing initiatives for a Confidential 200 corporation.
  • Management of Customer and Supplier data cleansing, rationalization, conversion and integration across the enterprise.
  • Managed several large implementation projects that encompassed a broad spectrum of Oracle applications and technology. Supervised and managed over 250 consultants on these various projects.
  • Over 22 years’ experience in managing, leading (functional and technical), analysis, design, development, testing, implementing and maintenance of complex software systems, Financials (GL, AP, AR, FA, Collections) & CRM (Sales, Marketing and Service), ERP, Business Intelligence and Data Warehousing projects covering all phases of SDLC.
  • Over 19 years’ experience in System Designing, Data Modeling, Integration, and Data Security.
  • Functional SME at over a dozen medium to large organizations focusing on Oracle Financials (GL, AP, AR, FA, Collections,) & CRM (Sales, Marketing and Service) including eCommerce and ERP Applications.
  • Led a successful Technology Practice within Oracle CRM group that included functional and technical team members.
  • Transformed business objectives and goals into Solution Roadmaps. Implemented the solutions to improve business processes, ROI and customer needs.
  • Engaged in Pre and Post implementation activities assisting medium to large organizations in the software and hardware evaluation and selection process.
  • Successfully implemented eBusiness (EBS) suite applications for various organizations.
  • Participated and contributed in skill enhancements of staff, team building, and team recognition.
  • Successfully utilized Oracle Application Implementation Method (AIM) during project implementations lifecycle.

SKILLS:

  • Solution Architecture and Design
  • E-Business Applications (R12,1,3, R12.2.4, R12.2.6)
  • CRM (Sales & Service)
  • Federal Financials
  • Supply Chain Planning
  • Manufacturing
  • CRM On Demand
  • Software Development Lifecycle Management
  • Strategic Business Planning
  • Resource Management
  • Project Management
  • Scum Master

PROFESSIONAL EXPERIENCE:

CRM Subject Matter Expert

Confidential, Stafford, VA

Responsibilities:

  • Making sure that all the Confidential requirements met for Oracle Application modules
  • Making sure that all the RICE object met the requirement and integrated with applications
  • Creation of white paper to highlight changes and new features of R12.2.6.
  • Update path for Federal Financials, CRM (Install Base, Service contracts, Mobile Field Services, Field Service, Installed Base), Oracle Assets, and Warehouse Management modules
  • Conducting CRP (Conference Room Pilot)
  • Application specific patches on Baseline
  • Promotion of custom code
  • Oversee the implementation strategy of the implementor, and advice the PMO.

Senior Consulting Manager

Confidential, Miramar FL

Responsibilities:

  • Creation of Global Eagle Services process flows
  • Gather requirements
  • Perform Map and Gap Analysis
  • Demonstrated Proof of Concepts based on the business requirements using Oracle CRM Service modules (Depot Repair, Installed Base and Service Contract
  • Modify business flows to avoid customization
  • Demonstrated flow of data from one application to other
  • Created test scripts for MRO and MRP projects
  • Conducted Conference Room Pilot (CRP) for Business users
  • Created MD050 for importing Systems and Item instances to Installed Base
  • Created BR100 for Depot Repair, Installed Base and Service Contract
  • Configured Depot Repair, Installed Base and Service Contracts application in development, test, UAT, and production instances
  • Provided to business users
  • Transfer knowledge to IT persons
  • Manages SRs.
  • Recommended the Application specific patches.
  • Design necessary reports and created MD050 and walk them though development team.
  • Preparations of Pre and Post go live activities.
  • Creating test scripts for BOM ECO (PLM), Work in Process (WIP), Payable Inventory and purchasing
  • Creating Manuals for the users
  • Conduct Conference Room Pilot.
  • Preparations of Pre and Post go live activities

Confidential, Detroit, MI

Sustainment & Services Lead

Responsibilities:

  • Creation of General Dynamics process flows
  • Map and Gap Analysis.
  • Creation of module specific white paper to highlight changes and new features of R12.2.5.
  • Conducting Integration Testing (Conference Room Pilot)
  • Conducting User Acceptance Test
  • Creation of setup, testing and documentation
  • Application specific patches on Baseline Modules
  • Promotion of custom code
  • Service Request Management for General Dynamics
  • Preparations of Pre and Post go live activities.
  • Enter and maintain Budget and Funds Distributions
  • Complete knowledge of B2R process
  • Setup all the federal financial options
  • Ensuring the executed budget accurately reflects the status of available funding as commitments, obligations, and expenditures occur against the executed budget throughout the fiscal year.
  • Enable the Funds Control functionality ensures spending limits are not exceeded in accordance with federal appropriations laws.
  • Performed Oracle period-end processing for GL
  • Ensure the Next Accounting Period Status is set to Future Entry
  • Complete Oracle Sub-ledger Interfaces to Oracle General Ledger
  • Complete Non-Oracle Sub-ledger Interfaces to Oracle General Ledger
  • Review and Verify Journal Details of Unposted Journal Entries
  • Post all Journal Batches
  • Run Period Close Exception reports
  • Run GL Trial Balances and other period end required report
  • Review and correct if any differences in Balances
  • Close the Current Oracle General Ledger Period and Open the Next Oracle General Ledger Period
  • Run Financial Reports for the Closed Period

Confidential, Charleston, SC & Stafford, VA

Oracle Functional Application SME

Responsibilities:

  • Creation of GCSS-MC process flows
  • Map and Gap Analysis.
  • Creation of white paper to highlight changes and new features of R12.2.5.
  • Update path for Federal Financials, CRM (Install Base, Service contracts, Mobile Field Services, Field Service, Installed Base) and Supply Chain (Purchasing, Inventory and Order Management) modules
  • Conducting CRP (Conference Room Pilot)
  • Creation of setup, testing and documentation
  • Application specific patches on Baseline
  • Promotion of custom code
  • EBS and OBIEE Integration
  • Provide requirement analysis, process review, fit gap analysis, compatibility recommendations documentation and services to upgrade from an existing Oracle 11.5.10 instance to an Oracle R12 environment.
  • Designed Key Accounting Flex field structure (COA) for Ledger and configured with Multi Org and Multi Reporting Currency setup. Defined system controls, intercompany accounts, summary accounts, journal sources, and journal categories. Defined various currencies for multi-currency operations and currency translation, conversion, revaluation has been done to meet the requirement. Cross validation, rules have been setup for various GL codes. Configured Sub-ledger accounting process to GL. Defined Security rules at segment level.
  • Provide leadership and expertise to review existing account generators and rules and recommend improvements based upon “best practices” and R12 functionality for the Sub-Ledger Accounting (SLA) rules.
  • Develop Application Accounting Definitions (AAD), Journal Line Types (JLT), and Journal Line Definitions (JLD) to build proper accounting rules across all sub-ledgers.
  • Identify any recommended enhancements to Oracle R12 configurations.
  • Provide solution designs and data mapping for interfaces, extensions, conversions, and reports to bring journals and funds from outside world.
  • Performed Oracle period-end processing for GL
  • Ensure the Next Accounting Period Status is set to Future Entry
  • Complete Oracle Sub-ledger Interfaces to Oracle General Ledger
  • Complete Non-Oracle Sub-ledger Interfaces to Oracle General Ledger
  • Review and Verify Journal Details of Unposted Journal Entries
  • Post all Journal Batches
  • Run Period Close Exception reports
  • Run GL Trial Balances and other period end required report
  • Review and correct if any differences in Balances
  • Close the Current Oracle General Ledger Period and Open the Next Oracle General Ledger Period
  • Run Financial Reports for the Closed Period
  • Setup and Maintain the Treasury Account Symbols with all the attributes as New Year tasks
  • Enter and maintain Budget and Funds Distributions
  • Complete knowledge of B2R process
  • Setup all the federal financial options
  • Ensuring the executed budget accurately reflects the status of available funding as commitments, obligations, and expenditures occur against the executed budget throughout the fiscal year.
  • Enable the Funds Control functionality ensures spending limits are not exceeded in accordance with federal appropriations laws.

Confidential, Plainsboro NJ

Oracle Service Applications Lead

Responsibilities:

  • Service contract
  • Installed Base
  • Depot Repairs
  • Instance testing for UAT
  • Conduct the UAT

Confidential, Cleveland, OH

Oracle Architect

Responsibilities:

  • Integration of home grown B2C application with following applications:
  • Field Service
  • Service contract
  • Installed Base
  • Depot Repairs
  • Order Management
  • Interface homegrown applications to Oracle Financials.
  • LAD Localization and reporting needs.
  • I gave them the proof of concepts how Oracle applications can be integrate with homegrown Brazilian B2C system, and explain them the challenges in interfacing B2C applications with Oracle Financial system.
  • This project was shelved, due lack of funding,

Confidential

TCA Functional Expert

Responsibilities:

  • Converting their customer base with all the necessary attributes from legacy system to Oracle R12 based on the TCA Best Practices.
  • Configuration of extensible attributes and match rules to avoid and identify the duplicate customers
  • Designing the new frontend UI for their Customer Services Applications.

Confidential, Miami, Florida

Business Analyst

Responsibilities:

  • Responsible for data cleansing and data rationalization projects
  • Responsible for integration between various back-end ERP solutions
  • Responsible for Mobile Application rollouts and adoption
  • Responsible for acquisition of new cloud services
  • Responsible for gathering requirement of all business segments for using CRM applications and deliver solutions for each segments as per their requirements
  • Managed the global CRM project for multiple Lines of Businesses (three segments, Aviation, Land, Confidential ) in support of Service, Sales and Marketing initiative.
  • Led a team of onshore and offshore functional and technical resources from project initiation to post implementation phases.
  • Led the Change Management initiative in support of the global CRM projects across multiple Lines of Businesses.
  • Led the Customer data cleansing and data rationalization initiative within the corporation for all Lines of Businesses.
  • Managed the conversion of Customer and Supplier data from various legacy repositories to Oracle EBS, and later bridged to CRM
  • Managed the implementation of global mobile Sales and Service solutions in support of Sales and Marketing initiatives.
  • Managed the data security rules and auto assignment rules for CRM system access.
  • Managed several custom development projects in support of Sales and Marketing initiatives. Utilized Java and SOA technologies.
  • Successfully Implemented Oracle Access Governor GRC 8.5.x (Governance, Risk & Compliance).
  • Designed the extensions of Oracle Advance Collections for Aviation, Land and Confidential segments of the company
  • Designed the extensions of Oracle Purchasing, iSupplier, iProcurement applications for Aviation, Land and Confidential segments of the company
  • Stabilized the Oracle Advanced Collection applications and it is extensions by proactively leading teams to fix all the existing issues.
  • Successfully lead number of Oracle E-Business implementation, upgrades projects
  • Successfully consolidated customers and suppliers base of three newly acquired companies on CRM for Business Aviation and FBO segments
  • Implemented Sales contract for aviation fuel supply to NATO and other organization
  • Implemented Service Contract for Land fuel customers for the fueling equipment’s
  • Successfully leads the SOA implementation, which interfaces, with CRM On Demand Application.
  • Worked and interfaced with functional and technical teams in area of Oracle CRM & ERP Application.
  • Successfully designed, lead the ADF development team and implemented Tender Management (in house developed system on top of Oracle Sales Application) system.
  • Successfully designed and lead the Java development team for various extension of Market Price Data system.
  • Provided Oracle HRMS subject matter expertise to assist the current functional team in support of existing HR modules such as Payroll, OTL and Self Service.
  • Dissected business problems, processes and opportunities to translate into requirements and recommended solutions that were consistent with HR Road Map and IT initiatives.
  • Lead Human Resource and Payroll application support teams on mission critical maintenance, support and enhancements for HRMS team using Oracle EBS suite
  • Supported and troubleshoot all integrations to and from the HR Information Systems,
  • Assisted in the development of interfaces, data conversions, reports and enhancements designed specifications
  • Supported all production reports and custom code associated with the Oracle EBS Suite Applications by analyzing production issues and worked with the end-user and/or other teams to solved issues
  • Mentor and provided knowledge transfer to co-workers

Oracle Technical Support

Confidential, Miami, Florida

Responsibilities:

  • Designed and managed the Oracle Customers Online extensions.
  • Successfully designed and lead the Java development team for various extension of Market Price Data system
  • Successfully lead Oracle Depot Repair implementation for following flows:
  • Return to Repair
  • Return to Stock Replacement
  • Successfully lead Oracle Field Service implementation for following flows:
  • CTO - Request to Assignment
  • Assignment to Resolution
  • Pre Service Parts Orders
  • Expense/Costing to Billing
  • Installed Base/Warranty Update
  • Territory Management
  • Successfully lead Oracle Installed Base and Service Contracts implementation for following flows:
  • Creating warranty and extended warranty service contract from the Order Management
  • Manually author service contract and interface to AR using contractual billing
  • Enabled Installed Base Update to Product Return
  • Warranty Request to Resolution (Installed Base)
  • Competitor Product Repair to Installed Base
  • Successfully lead the implementation/Proof of Concepts for the following R12 Oracle CRM Applications:
  • Field Service
  • Spare Management
  • TeleService iSupport
  • Inventory
  • Service Contracts
  • Installed Base
  • Data Librarian
  • Successfully setup customer bases as per the best TCA best practices
  • Successfully implementation R12 Oracle Order Management for
  • Internal & External Orders
  • Drop Ship Orders
  • RMA Orders
  • Responsible to lead the prototype team for:
  • Oracle Service & Sales Contract integration with Oracle Order Management
  • Oracle Quality Integration with Oracle Purchasing
  • Assembled requirement and documented system customizations.
  • Created test scripts and executed Conference Room Pilot (CRP) & User Acceptance Testing (UAT).
  • Responsible to fill the Brazilian Localization gaps and for Statutory reporting requirement for:
  • Sales Order Processing
  • Receipt Processing
  • Payment Processing
  • Financial Reporting
  • Responsible to setup and demonstrate:
  • Customer Data Match Rules for Search, Expanded Duplicate and Bulk Duplicate Identification using Oracle Data Librarian application.
  • Provided Proof of Concepts for a single source of truth for their customer base, by identifying the duplicate customers and merging them as per TCA Best Practices.
  • Created test scripts and executed Conference Room Pilot (CRP).
  • Demonstrate the Proof of Concept for identifying the duplicate in the system
  • Configuration and Implementation of Oracle Data Librarian.
  • Setting up Customer Data Match Rules
  • Executed Conference Room Pilot (CRP) & User Acceptance Testing (UAT).
  • Created a single source of truth for their customer base, by identifying the duplicate customers and merging them as per TCA Best Practices.
  • Created test scripts and executed Conference Room Pilot (CRP) & User Acceptance Testing (UAT).
  • Configuration and Implementation of Service & Sales Contract, Order Management, TeleSales, Sales Online, Customer Online.
  • Setting up Customer as per TCA Best Practice and Integration of Customer base with Dan and Bread Street (D&B).
  • Conducting requirements gathering and performed gap analysis.
  • Created test scripts and executed Conference Room Pilot (CRP) & User Acceptance Testing (UAT).
  • Trouble shooting and resolving Order Management, Shipping and Advance Pricing issues.
  • The RMEF implementation of iStore was unique in the case that fundraising event volunteers and staff were the only customers allowed to place orders. Volunteers were associated with a “chapter” that exists in Oracle as customers. Orders were placed many weeks ahead of the actual ship date. Many of the available items were non-inventory (vendor direct). Their inventory items were shipped from different Orgs, using specific Order types.
  • Implemented Advance Pricing for the foundation fund raising, they have different models of fund raising campaigns like Buy One Item Get Another at a Percentage Discount, Buy Quantity of One Item Get another Item Free, Modify Freight Terms Based on Item Category & Amount, and Price Breaks. Therefore, created various qualifiers and modifiers for their fund raising campaigns.
  • Provided solutions for Trade Management, Account Receivables and Collections applications issues. They had some post production issues with Claim Settlement, Some of their issues were:
  • Fiscal date does not apply to Trade Management. Trade Management only uses actual calendar day so there is overlap with fiscal periods in Oracle AR.
  • Changes made by Cash App do not appear on Trade Management aging (partial payments for example)
  • Cancelled items are not track-able (once cancelled amount is zeroed out on aging, GL date not on aging)
  • Incoming claims report does not accurately reflect all new activity for month (some items do not appear on query that are in Trade Management)
  • Cannot report on notes put in Trade Management
  • Cannot close OPM's - write off, chargeback, mass settlement, match up
  • Auto Write Off will not close some deduction items - no reason can be found
  • Mass settlement will not close some deduction items - no reason can be found
  • Mass settlement won't allow 1 credit memo to match up to many deductions
  • Mass settlement cannot be used to issue 1 credit memo for many deductions
  • When deductions closed via mass settlement we are unable to tell which payment method used (chargeback, write off, etc.)
  • Deduction Types cannot be set up to match Reason Codes (must be done one by one or by special job run from IS on demand)
  • Source items close in AR that do not close in Trade Management, no reason can be found

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