Technical It Lead Service Co Ordinator resume example with 18+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 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-OrdinatorAsm 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 -SAPToyota 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 SpecialistIBM 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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