SUMMARY

• My goal is to utilize my experience in Manufacturing, Distribution and Services to support organizations moving from EBS Service Applications to Oracle Sales and Service Cloud Solutions.
• Over the last several years I have helped organizations understand the linkage between their business strategy, partners, processes and software functionality.
• My pre - consulting actual business experience provides me a proven foundation to guide companies successfully through all phases of implementing new applications, process improvements and knowledge transfer.

AREAS OF EXPERTISE

• Thought Leader
• Solution Architect
• Expert Oracle Applications Implementer
• Business Analytics and Performance Management
• Gap Analysis and Solution Design
• System Integration Design
• Data Conversion, Mapping and Design
• Oracle Module Configuration
• Agile Development Methodology/Scrum
• Offshore ResourcesTeam Management
• Training Program Development
• UPK Materials Development
• Individual and Class Training
• Go-Live Support

PROFESSIONAL EXPERIENCE

Confidential, Austin, TX

CRM Functional Lead

Responsibilities:

• Responsible for upgrading EBS Service to Sales Cloud, Service Cloud, Field Service Cloud, Install Base, Mobile Field Service and Service Contracts from 11.5.10 to 12.2.6.
• Supported reengineering customizations to support supplier payment process to pay 3rd party vendors for new installations and repair services.
• Redesigned Service Contracts to integrate with Service Cloud to manage usage billing and outsourced service providers.
• Developed and executed delta training for R12 users. Designed 3 Country call center to accept, validate, route and resolve 400 to 600 service calls a day.

Confidential, Milwaukie, WI

Service Functional Lead

Responsibilities:

• Responsible for implementing Service Cloud, Field Service Cloud and Mobile Field Service and Service Contracts to support replacement of 3rd Party service application and contracts application.
• Supported business process of selling extended warranties, service agreements and subscription services.
• Also designed Service Contracts billing method to support general consulting services and 3rd Party Supplier Payments system linked to Contracts.
• Developed and conducted training for 3rd Party Partners.

Confidential, Honolulu, HI

Service Functional Lead

Responsibilities:

• Responsible for implementing TeleService, Depot Repair, Costing, Install Base, and Service Contracts to support replacement of legacy automotive service application.
• Conducted workshops with different teams to define processes and business requirements for wholesale and retail business models.
• Designed Install Base and Order Management Interface to capture and maintain single source library for vehicle lifecycle from procurement to final delivery to end customer.
• Also supported creating technical design documents, generating test scripts, and producing training materials, etc.

Confidential, New Orleans, LA

CRM Functional Lead

Responsibilities:

• Responsible for implementing TeleService, Service Contracts, Depot Repair, and Field Service to support replacement of legacy applications.
• Developed integration between Service Modules, Account Payable and Projects to capture time and expenses for new system installations.
• Designed Install Base product component of relationship to track Product, software version, and updates.
• Responsible for all implementation tasks, writing functional specifications for enhancements and creating technical design documents, generating test scripts, and producing training materials, etc.

Confidential, Beaverton, OR

Service Functional Lead

Responsibilities:

• Responsible for implementing Service Contracts, Depot Repair and Service to support replacement of legacy applications.
• Responsible for all implementation tasks, writing functional specifications for enhancements and creating technical design documents, generating test scripts, and producing training materials, etc.
• Designed revenue transaction approach utilizing counters and service lines to manage complex billing models.
• Designed software incensing linkage to install base and counters by product, site and customer for billing and post sales upgrades.

Confidential, Research Triangle Park, NC

CRM Functional Lead

Responsibilities:

• Responsible for implementing Service Contracts, Field Service and Install Base to support a start up acquisition of new Confidential Point of Sale division from IBM.
• Delivered standalone solution from design workshops to CRP, UAT, Training and Go-Live Support for Rapid Implantation Project.
• Develop Install base systems and counter groups for store at site level to collect POS usage of consumable items and trigger service schedules

Confidential, Davidson, NC

Field Sales Functional Lead

Responsibilities:

• Responsible for implementing Project Contracts, Sales Contracts, Purchase Contracts, Depot Repair and Spare Management to support replacement of legacy applications.
• Conducted requirements assessment and design sessions to develop proof of concept for global deployment for resource scheduling, SLA management and cost management and collection from service applications to Projects.
• Involved in the following implementation tasks, performing configurations, writing functional specifications for RICE element

Confidential, Denver, Co.

CRM Lead

Responsibilities:

• Functional Lead to support upgrade and new module configuration for Purchasing Contracts, Asset Tracking, Field Service, Depot Repair, Spares Management and Inventory.
• Performed business requirement process assessment to identify major improvement opportunities and identify new features and process reengineering targets.
• Set up application and lead testing and training for sites deployed.
• Integrated field equipment to capture usage metrics to update counters and trigger service request to perform maintenance activities.

Confidential, Raleigh, NC

CRM Lead

Responsibilities:

• Functional Lead to support new feature configuration for CRM applications, Telesales, Purchasing, Purchasing Contracts, Sales Contracts, TeleService, and Inventory.
• Perform Business Requirement Process assessment to indentify major improvement opportunities and identify new features and process reengineering targets.
• Performed technical analysis and redesign of implemented customizations and 3rd party integrated applications.

Confidential, Fort Wayne, IN

CRM Lead

Responsibilities:

• Managed all aspects of implementing the Customer Relationship Management (Oracle CRM) suite within the Oracle Applications (E-Business Suite) R11i project; included the following business flows: "Call to Resolution", "Click to Resolution", and "Contracts to Renewal". Performed the full configuration, testing, documentation, training, and post-production support for the following modules: CRM foundation, Territory Manager, Service, Field Service, Assignment Manager, Contracts/Depot Repair (Service Contracts and Contracts Core) (OKS/OKC), and iSupport (IBU)