SUMMARY:

• Detail - oriented IS Professional with comprehensive background performing internal customer support, documenting software processes and requirements, and maintaining system critical data.
• Known for strong oral and written communication skills, with expertise drafting comprehensive business and technical specifications.
• Demonstrated success serving as a customer relations advocate, simplifying complex technical answers to non-technical users and bridging communication gaps between service desk and technical staff. Excellent problem solving and logic skills, determining root cause of software and process issues.
• Adept at requirements gathering and analysis, producing requirements documentation, and managing Unit and User Acceptance Testing (UAT).

TECHNICAL SKILLS:

• SAP R3
• Remedy
• Manage Engine
• Tivoli
• Lotus Notes
• Outlook
• SharePoint
• Jive
• SQL Navigator and native SQL
• VI editor
• Unix
• Linux
• Citrix
• SAS
• Oracle
• IDMS
• IMSMS Office applications including PowerPoint
• Word
• Access and Excel

PROFESSIONAL EXPERIENCE:

Confidential, Malvern, PA

Corporate Systems Projects, Enhancements, and Support Specialist, Jive Community Manager

Responsibilities:

• Managed intranet community (Jive) for Global users, including ID audits, site builds, and permissions.
• Completed Corporate Systems current/future state five year roadmap across financial, legal, and HR applications.
• Developed, documented, and executed on-request Data Quality reporting for HR, from gathering user requirements to final report distribution. Reports are run in SQL Server Mgmt Studio.
• Performed SharePoint, Jive, Citrix, and SAS administration duties.
• Attended Critical Issues and Change Advisory Board meetings with approval authority
• Authored/conducted help desk training on Great Plains, and Jive training for the Help Desk and individual end users.
• Managed customer support and tickets in three Help Desk systems for 50+ applications, including MS Dynamics, Bridge-way, Colligo, Hyperion, Workday, SharePoint, Jive, SAS, Kyriba, CMS, WebEx, and other applications.
• Coordinated system issues mitigation between third party support vendors and internal network and DBA resources. Communicated and coordinated with business users.
• Coordinated Colligo software upgrade across the legal department in NA and Confidential
• Managed recurring data refresh process to customer requirements for test companies within production MS Dynamics installations.
• Analyzed and documented used and unused features within MS Dynamics; recommended process improvements.
• Initiated and monitored Windows Patching efforts on critical SharePoint servers
• Managed vendor communications for external support issues. Reconciled support invoices and completed invoice allocation forms.
• Completed an Applications Inventory, analyzing 50+ applications, soliciting information from software support vendors, business users, and internal IT staff; compiling support and vendor contacts, product and support costs, installation and licensing details, and help desk protocols and SLAs.
• Defined the support process for corporate applications, documenting user experience, help desk requirements, and technical handoffs as well as third party support involvement.

Confidential

Support Analyst

Responsibilities:

• Mapped the SharePoint structure across more than 250 individual sites. Initiating the phased migration from SharePoint to Jive and planned upgrade of remaining 20+ sites from 2007/2010 to SharePoint 2013; retired 90+ unused/obsolete sites.
• Created and maintained Global Application Support Jive site, incorporating all application areas and project spaces across North Confidential, the Confidential, and Rest of World cross-linking data repositories by application and area.
• Assisted users internationally in creating/maintaining their own Jive sites, triaged structural, permissions and administrative issues. Logged and resolved tickets with the software vendor.
• Coordinated Exception and mitigation sign-off on Windows XP to Windows 7 migration for local Hyperion users and participated in the Hyperion software upgrade project.

Lead Application Support Analyst

Responsibilities:

• Attended Operational Review and Change Control meetings, providing progress and resolution for outstanding outages and issues worked by the Support team.
• Maintained high end-user satisfaction with support process by assigning support tickets to appropriate individual or external group, ensuring properly classified, worked and closed tickets.
• Ensured maximum Service Desk efficiency and application user understanding by providing applications support for SAP R3 Order to Cash, Purchase to Pay, customer pricing, quotations, master data, and freight issues.
• Resolved transportation issues, reprocessed orders, and worked directly with application users, technical staff and service desk.
• Supported business users, correcting SAP R3 process and data faults, quickly shipping orders initially failing to process by analyzing interface issues between SAP and QSS and communicating solutions.
• Maintained SAP Carrier data, including external tracking links, rates, routes, fuel surcharge, and time in transit data, working with transportation department.
• Coordinated major software upgrade for VWR’s Canadian customs system and instituted monthly software updates, keeping software current. Performed 2x monthly reconciliation reporting with SAP.
• Improved service desk functionality and reduced technical intervention by documenting standard solutions to recurring problems. Published solutions for general use.
• Prepared data in multiple SAP environments, including carrier builds. Provided seamless integration testing and support throughout SAP R3 system implementation and hyper-care for 4 divisions within VWR. Assisted with UAT and BIT testing of Order Entry and shipping.
• Ensured accurate freight charges to customers by maintaining carrier data within System ESS and SAP, and providing data analysis.
• Supported System ESS Order Entry, Customer, Supplier and Product Master Data, and Supplier Purchase Orders through direct system access and SQL queries against the raw data. Monitored routine data correction programs run by operations.
• Removed 4 obsolete servers from hardware inventory, tightened security, and simplified user access by coordinating major Progistics upgrade between multiple in-house teams and external software vendor.
• Wrote installation instructions for SAP and related software via automated software delivery system.
• Supported Progistics freight rating system during VWR’s Disaster recovery exercises, rewrote test instructions, and assisted in successful rewrite and testing of installation requirements. Supported regular Progistics updates using sql updates and manual entry.
• Supported Web order interface issues, investigating root cause of order entry failures between the web databases and system ESS using SQL queries
• Investigated ESS Order Entry issues directly in oracle database using SQL and SQL Plus.
• Provided data analysis on request from System ESS, Web, Product Data Repository, and Progistics databases among others using sql queries against multiple tables..

Business Analyst

Responsibilities:

• Processed monthly and supplemental Taxware files. Performed quarterly audit reporting using SQL and ITMR4 queries and an Access database. Coordinated periodic software upgrades, including 1 major upgrade requiring extensive UAT and iterative batch schedules.
• Updated UNIX files, distributing warehouse specific year-end physical inventory forms via scheduled emails.
• Eliminated approximately 40 hours of manual monthly labor by writing specifications for automated reporting directly from Oracle database. Wrote and ran SQL queries on a monthly, semimonthly, and ad-hoc basis in the interim.
• Engaged business users loading and updating consignment warehouse data and documented process for backup coverage. Ran ad-hoc sql queries to report progress and discrepancies ensuring a clean load and highest customer satisfaction.
• Reduced time to load 10K products from 4 hours to 10 minutes by designing and testing direct Oracle database product pricing upload.

SR Programmer Analyst

Responsibilities:

• Volunteered on process excellence teams for product master data, vendor management, customer data, documented data fields and usage and coordinated with business user on team
• Supported year-end product pricing updates to more than 500K SKUs by monitoring the load process and running ad-hoc sql reports.
• Analyzed initial mapping attempts from ESS to BW and SAP. Participated in BW mapping and testing process, ran test queries, visually verified loaded data in BW via the SAP gui, and rewrote report specifications for inventory and product reporting.
• Designed, implemented, and supported flexible online and batch cross referencing system written in sql. Managed programming effort performed by Oracle and delivered project on-time.
• Designed and tested Oracle Forms application for master data maintenance, leveraging existing load programs and allowing business users to process mass maintenance files. Application reduced load process from 11 screens to 1. Provided end-user support, documentation, and training for load files and error issues.
• Designed and tested load programs for initial transition to ESS and managed programming effort. Submitted and supervised load of roughly 1M product SKUs into 2 legal entities in ESS.
• Ran and distributed reconciliation reports for Product, Customer, and Vendor data and Consignment Audit reports during transition from the Legacy system to ESS to ensure data accuracy.
• Provided post-implementation support for custom Product Data Repository Oracle database and interfaces, including identification and correction of logical deletes. Utilized database for extensive order entry and purchase order analysis.
• Performed Y2K mainframe date analysis, identifying several instances where data fields could not be expanded, and clarified need for system transition.
• Maintained COBOL programs, and provided analysis of master data and customer and vendor order entry programming in mainframe system.

Consultant

Responsibilities:

• Served as Senior Programmer / Analyst at several chemical and pharmaceutical firms, banks, insurance firms, responsible for software design, implementation, enhancement and on-call support primarily in COBOL and IDMS technology.
• Served as Programmer / Analyst at Philadelphia area banks, insurance firms, and manufacturers, responsible for software design, implementation, and enhancement.

Consultant

Responsibilities:

• Performed programming, testing, and quality control of COBOL / IDMS programs for major government conversion project.