I have worked a number of years in the business application support for both the e-Business and PeopleSoft products and also in business application development for the e-Business Suite. My experience in both of these areas allows me to effectively frame customer issues in a way that can be understood by development, and also effectively frame development responses or questions with the customer.
My technical knowledge allows me to investigate a customer issue utilizing tools such as query, reading of source code and trace files to determine the cause of the issue.
For my MBA my principal focus was in finance and accounting. From the work I have done in development and in applications support and I have an extensive understanding of the business accounting, an understanding of the accounting created in the various modules and how they offset and roll up to General Ledger. My work with the supporting Treasury / Cash Management module allowed me to provide an understanding for creating cash flow analysis, bank reconciliation, and also of debt/investment instruments that are used to manage cash.
- Work effectively with customer to identify and clarify an issue with a feature. This is includes online and phone correspondence with the customer which also sometimes required webex sessions and also conference calls.
- Utilize product, accounting and finance knowledge to fully clarify the issue reported by the customer.
- Utilize technical skills such as Query, evaluation of log or trace files, and referring to source code to diagnose the source of a reported customer issue.
- Ability to compose concise and accurate knowledge management documents that can be utilized by analysts and customers who encounter the same issue.
- Knowledge of Peoplesoft Financial products General Ledger, Accounts Payable, Accounts Receivable, Billing, Cash Management, Asset Management and Expenses. Basic familiarity with Peoplesoft Project Costing.
- Knowledge of e-Business Suite Financial products Receivables, Payables, Assets, and General Ledger
- Knowledge of PeopleSoft Campus Solutions
- Knowledge of PeopleSoft app designer, app engine, sql, query manager and PeopleCode. Also, have extensively worked with complex SQLs to diagnose customer issues.
- Expertise with PeopleSoft query manager to develop new or maintain existing reports.
- Experience with writing Functional Detail Designs and Technical Detail Designs.
- Familiarity with excel pivot grids to generate data analytics and also loading excel spread sheets into python for generating data analytics.
Fort Collins, , 12/2020 - Current
- Provide support for PeopleSoft Campus Solutions product, and for the peripheral third-party products and custom functionality that interface to Campus Solutions.
- Extensive use of query manager to maintain existing reports or to develop new ones.
- Developed queries in Query Manager to provide information specific to user requirements.
- Provided technical assistance to Stanford Information Systems staff as it relates to the technical aspects of PeopleSoft.
- Provided support to students and staff for issues that have been reported on tickets that were entered into the ServiceNow system.
- Participated in the composition of a functional design document regarding the transition of the Stanford custom solution for NSC Reporting to the PeopleSoft delivered version of the NSC functionality.
- Provided support for the tracking functionality which is a customization that tracks whether students were taking classes remotely or on-campus.
West Conshohocken, PA, 06/2002 - 07/2020
- Provided telephone and online support for Financial products Accounts Payables, Cash Management, Accounts Receivable. This included assisting customer to correctly implement features, diagnose and resolve issues regarding features not working as expected, and logging bugs with development as needed.,
- Created Knowledge Management documents that provided details of proper implementation for features, and bug information for issues that have been reported for a feature that was reported to development.
- Collaborated with team members to share functional and technical knowledge to assist in resolving customer issues.
- Collaborated with development to clarify a reported issue so that an effective solution was provided to the customer.
- Collaborated with review of Functional Detail Design and Technical Detail Designs within the Cash Management / Payables products.
- Provided weekend on-call support for all PeopleSoft Financial products which included Accounts Payables, Cash Management, Accounts Receivable, Asset Management, General Ledger, Expenses and Project Costing.
- Consistently volunteered to work holidays which required a skeleton staff to be available to provide support to customers.
- Expanded my product knowledge to include most of the Peoplesoft Financial products.
- In providing support for the financial products it was necessary to gain a familiarity with Billing, Purchasing, and Contracts in order to test the scenario provided by the customer.
City, STATE, 08/1996 - 05/2002
- As a member of the e-Business Global Applications development, I was the project lead to implement the Colombia requirements into the following products: Accounts Receivable, Accounts Payable, General Ledger, and Purchasing.
- Worked with the Colombia functional analyst to develop the functional and technical documents.
- Worked with Quality Assurance team to develop the testing scripts necessary to verify that the Colombia functional requirements were correctly implemented.
City, STATE, 08/1994 - 08/1996
- Provided customer support for e-Business products used by distribution customers which included Accounts Receivable, Accounts Payable, Asset Management, General Ledger, Purchasing and Inventory. This included assisting customer to correctly implement features, diagnose and resolve issues regarding features not working as expected, and logging bugs with development as needed.
- Collaborated with team members to share functional and technical knowledge to assist in resolving customer issues.
- Collaborated with development to clarify a reported issue so that an effective solution was provided to the customer.
- Provided 24x7 weekend on-call support for all e-Business Financial products which included Accounts Payables, Cash Management, Accounts Receivable, Asset Management, and General Ledger.
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School Attended
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- Stanford University
- Santa Clara University
Job Titles Held:
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- Principal Technical Support Analyst
- Senior Design Architect
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Degrees
- Bachelor of Science
- Bachelor of Arts
- MBA
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