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Skills

  • Data recovery
  • Cross-module SAP integrations (e.g., standard, system)
  • Application support
  • Communications
  • Providing 24/7 global user support
  • Service ticket management
  • Problem resolution
  • Software diagnosis
  • Operational improvement
  • Customer service

Work Experiences

  • Acted as liaison between IT and business teams to provide clear communication channels, resulting in a 23% drop in end-user miscommunication.
  • Collaborated with external vendors.
  • Avoided an estimated $17 in downtime.
  • Achieved 75% user adoption.
  • Achieved a 70% reduction in customer complaints.
  • Described metric solutions to customers to aid in problem resolution.
  • Achieved a 38% reduction in operational delays.
  • Analyzed SAP authorization issues.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Analyzed system performance.

Summaries

  • Achieved a 58% boost in first-call resolution rates.
  • Subject matter expert on Asana with exceptional skills and knowledge in quality assurance.
  • Achieved a reduction in data processing errors by 66%.
  • Adept at coordinating SAP updates and patches.
  • Adept at managing high volumes of service tickets.
  • Within Miscellaneous, senior SAP Help Desk Consultant and outstanding performer in quality assurance and vendor management.
  • SAP Help Desk Consultant with 3 years of successful workflow optimization and stakeholder engagement experience.
  • Achieved a 31% increase in data accuracy.
  • Achieved a 66% reduction in system downtime.
  • Acclaimed SAP Help Desk Consultant with expertise in SAP security, improving compliance protocols and preventing recurring authorization issues.

Accomplishments

  • Reduced the cost of SAP licensing by advising on optimal usage and module allocation, saving the company $198,000 annually.
  • Conducted post-mortem analysis on recurring SAP issues, leading to a 80% decrease in similar future incidents.
  • Coordinated weekly team briefings, ensuring a 82% increase in the implementation of best practices and SOPs.
  • Implemented knowledge base for frequent SAP issues, freeing up 30% more time for consultants to handle complex issues.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Provided post-implementation support for SAP ERP rollout, assisting finance in reducing common user errors by 73%.
  • Automated repetitive tasks using Adobe Creative Suite, saving an estimated 3 hours per month for the help desk team.
  • Worked closely with logistics to customize SAP reports, improving data accuracy by 73%.
  • Directed the cleanup of SAP master data, leading to a 27% improvement in reporting accuracy across marketing.
  • Provided tier 1 and 2 SAP Help Desk support to over 8 end-users, achieving a 21% increase in ticket response rates.

Affiliations

  • Global Information Assurance Certification (GIAC) in SAP Security
  • Freemason
  • Certified SAP Fiori Developer by category
  • Certified Business Process Model and Notation (BPMN) Practitioner
  • Information Technology Infrastructure Library (ITIL) Certification
  • Society of Manufacturing Engineers (SME) Membership
  • Jaycees
  • Employee of Year - Northwind Help Desk Recognition 2016
  • IT Service Management Forum (itSMF)
  • Information Systems Audit and Control Association (ISACA)

Certifications

  • Azure Data Fundamentals Certification
  • SAP Certified Technology Associate - SAP Fiori System Administration
  • SAP Certified Application Associate - Business Process Integration with SAP S/4HANA
  • CompTIA Security+ Certification
  • ITIL® 4 Managing Professional Certification
  • Certified Public Accountant (CPA)
  • Microsoft Certified Systems Engineer (MCSE)
  • CompTIA Network+
  • SHRM Senior Certified Professional (SHRM-SCP)
  • SAP Certified Application Associate – SAP S/4HANA for Financial Accounting

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