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Skills

  • Customer service
  • Incident Management in SAP
  • Cost savings initiatives
  • Operational Cost Reduction via SAP
  • Business stakeholder collaboration
  • Executive Stakeholder Communication
  • Business analysis
  • First Aid/CPR
  • Continuous process improvement
  • MS Office

Work Experiences

  • Developed, managed, and implemented a business plan, as well as communicated the company's vision and goals to motivate teams.
  • Devised, implemented, and tracked processes to improve long-term business success and profit margins by 8%.
  • Achieved results within 16 weeks.
  • Was in charge of maintaining store equipment such as computers, printers, and fax machines.
  • Led an overhaul of the company's best practices, which resulted in significantly higher employee retention rates and a top-ranking as an industry leader.
  • Updated processes on a regular basis to eliminate inconsistencies and improve scheduling across framework calendars and programs.
  • Reduced workflow inconsistencies by recruiting and hiring capable employees.
  • Led the company to a successful product launch and growth by developing an initial product roadmap and go-to-market strategy.
  • Looked at current operations and market trends to see where improvements could be made and where opportunities could be capitalized on.
  • Achieved a 80% reduction in ticket backlog.

Summaries

  • Strengths in forming and maintaining relationships with a wide range of stakeholders in fast-paced, dynamic environments.
  • Dedicated to improving employee engagement and performance through training, monitoring, and morale-building.
  • Forward-thinking manager with 18 years of manufacturing project management experience.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Costs were consistently reduced while profits were increased.
  • Recognized for successfully turning around a struggling company's operations in order to achieve long-term growth.
  • Customer-focused team player with expertise in maximizing customer satisfaction while increasing profits and client acquisition.
  • Results-oriented, goal-oriented, and looking to apply my experience to the role of SAP Service Manager.
  • With forward-thinking leadership, proven skills in increasing productivity, efficiency, and bottom-line profits.
  • Offering a can-do attitude and a track record of success in coordinating and monitoring operations across multiple departments.

Accomplishments

  • Optimized SAP Solution Manager configuration, increasing system reliability by 64% and reducing operational risks across 15 SAP environments.
  • Managed the end-to-end SAP S/4HANA implementation for Miscellaneous company, resulting in a 51% improvement in system resource allocation.
  • Designed and executed performance optimization for critical SAP business applications, resulting in a 72% enhancement in application loading times.
  • Collaborated with key business stakeholders to create SAP service KPIs, resulting in 41% improvement in service level agreements (SLAs) across all regions.
  • Led the successful adoption of SAP IT Service Management (ITSM) best practices, decreasing incident reoccurrences by 62% over 18 months.
  • Led the successful deployment of SAP custom solutions for a Miscellaneous client, delivering procedure within method and reducing manual processes by 44%.
  • Reduced average resolution time for critical SAP incidents by 17% through the implementation of advanced SAP Incident Management frameworks.
  • Managed SAP solution development for multinational implementation, resolving cross-module conflicts which led to a 63% increase in data accuracy.
  • Coordinated complex SAP upgrade project involving 14 business units and 6 global locations, successfully merging legacy systems with an on-time completion.
  • Implemented an SAP continuous improvement program to track service KPIs, resulting in a reduction of unresolved tickets by 28% within procedure period.

Affiliations

  • Global SAP Alliance Program Member
  • Toastmasters
  • American SAP Users' Group (ASUG) Member
  • Rotary International
  • Lean Six Sigma Green Belt (LSSGB) Holder
  • Project Management Institute
  • International Institute of Business Analysis (IIBA) - Member
  • Society of Human Resource Management
  • American Marketing Association
  • Association for Supply Chain Management (APICS)

Certifications

  • SAP Certified Development Professional - ABAP with SAP NetWeaver
  • Salesforce
  • Cisco Certified Internetwork Expert (CCIE)
  • Google Certified Professional Cloud Architect
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified ScrumMaster (CSM)
  • ITIL Foundation Certification in IT Service Management
  • Certified Public Accountant (CPA)
  • SAP Certified Application Consultant - SAP Business ByDesign
  • Cisco Certified Network Associate (CCNA)

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