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Technical It Lead Service Co Ordinator resume example with 18+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Professional Summary

Experienced Senior Business Analyst with over 10 years of experience in SAP SD. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits.

Objective :

The focus will be on building tools and automation that help customers operate and manage SAP landscapes on AWS as well as to develop solutions that will help customers extend their existing SAP investments with AWS cloud services such as Serverless computing, Analytics, Big Data, Mobile, IoT, AI and Machine Learning. Success in this role through technical, industry and consulting skills to navigate through customer's complex technology landscape and developing compelling solutions to accelerate the business benefits of our customer's migration to AWS cloud.

Skills
  • • Strategic Planning & Forecasting • Business Process Improvement • Budgets & Cost Control • Change Management • Demand Management • Operations Management • Sales & New Business Development • Staff Training & Leadership Patient-focused quality service
  • IT staff leadership
  • Leadership ability
  • Troubleshooting and resolution
  • Team leadership
  • Technical architecture
  • Service Delivery associate
Work History
10/2016 to 11/2018
Technical IT Lead Service Co-Ordinator Asm America Inc. Boise, ID,
  • Collaborated with vendors to locate replacement components and resolve advanced problems
  • Patched software and installed new versions to eliminate security problems and protect data
  • Helped streamline repair processes and update procedures for support action consistency
  • Removed and replaced malfunctioning components to correct hardware problems
  • Configured hardware, devices and software to set up work stations for employees
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
  • Explained technical information in clear terms to non-technical individuals to promote better understanding
  • Developed and tested new product offerings prior to release to assist development team in bug identification
  • Perform Routine and Periodic maintenance on PCs, SSP devices, Avery Scanners and Honeywell scanners
  • Perform Trouble-shooting to restore devices and if needed cut tickets to dispatch faulty device to RAD.•
01/2004 to 06/2016
Application Development Senior Analyst -SAP Toyota South Africa City, STATE,
  • Reviewed project requirements to identify customer expectations and number of resources needed to meet goals
  • Identified areas of applications for regression testing following software updates, system changes or functionality changes to avoid unnecessary downtime and recoding
  • Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions
12/2000 to 01/2004
IT Specialist IBM Corporation City, STATE,
  • Developed and tested new product offerings prior to release to assist development team in bug identification
  • Led support team as level-three supervisor providing assistance to users globally in 24/7 support environment
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution
  • Provided solutions to operations issues for users of API and SAP, working closely via phone, email, live chat and web teleconference with end users
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base
  • Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions
  • Helped streamline repair processes and update procedures for support action consistency
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
  • Analyze user needs and software requirements to determine feasibility of design within time and cost constraints
  • Store, retrieve, and manipulate data for analysis of system capabilities and requirements
  • Consult with customers about software system design and maintenance
  • Coordinate software system installation and monitor equipment functioning to ensure specifications are met
  • Train users to use new or modified equipment
  • IBM's Global Services division, first line SAP sales, and distribution support to IBM's International clientele
01/2000 to 11/2000
SAP R/3 Support and Consulting Siemens Corporation City, STATE,
  • Provided oversight to team, discussed project roadblocks to drive issue resolution and promote use of best practices on SAP Sales and Distribution Module
  • Assessed code during testing stage to determine potential glitches and bugs
  • Proof-of-concept prototype applications for demonstration and evaluation purposes
Education
Expected in 10/2019
Certificate of Completion: AWS Cloud Practitioner Essentials (Second Edition )
AWS Training And Certification - Amazon ,
GPA:
Expected in 1997
Diploma: Business Administration And Management
UNISA - Pretoria,
GPA:
  • Professional development completed in Business Interaction
  • Coursework in Business Management, Information Technology and Business Administration
Expected in 2007
Certificate: Sales And Marketing
Toyota Corp - South Africa,
GPA:
Expected in 2000
Diploma: HTML 4 Programming
Damelin - Johannesburg,
GPA:
Expected in 1999
Certificate: SAP Sales And Distribution
SAP - Woodmead,
GPA:

• SAP SD Integration/Testing of third-party software vendor interfaces SAP OTC, SAP SD Configuration/Support Presale's activities , Inventory Sourcing (in-house production/external procurement); Shipping; Billing and Customer Payment Pricing and Configuration,

Additional Information
  • Design/implementation/consulting experience with distributed applications
  • Experience in infrastructure architecture, applications, and networking
  • Experience in technology/software sales, pre-sales, or technical consulting in customer-facing roles
  • Proven experience with software development life cycle (SDLC) and agile/iterative methodologies required, commensurate modern certifications AWS, Agile, Scrum, etc
  • Working knowledge of software development tools and methodologies
  • Strong verbal and written communication skills
  • Demonstrated ability to think strategically about business, product, and technical challenges
  • Highly technical and analytical, possessing 10 or more years of IT implementation experience
  • Development and deployment of business software on technology infrastructure, network, compute, storage, and virtualization experience
  • Strong track record of implementing services in a variety of distributed computing environments._
  • Integration of SAP / AWS cloud services with technologies from Microsoft, IBM, Oracle, HP, etc

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Resume Overview

School Attended

  • AWS Training And Certification
  • UNISA
  • Toyota Corp
  • Damelin
  • SAP

Job Titles Held:

  • Technical IT Lead Service Co-Ordinator
  • Application Development Senior Analyst -SAP
  • IT Specialist
  • SAP R/3 Support and Consulting

Degrees

  • Certificate of Completion
  • Diploma
  • Certificate
  • Diploma
  • Certificate

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