3. PROJECT MANAGEMENT
Reduced the average number of open technical incidents for a Healthcare client by 60%
through focused reviews, improved processes and the development of weekly metrics
Improved the quality of SAP help desk services for a Manufacturing client by employing daily
ticket aging and escalation review, weekly ticket documentation review and root cause analysis,
monthly agent knowledge/voice calibration and agent client training
Facilitated an IT planning project for an Aerospace client that identified $13.6M in cost
avoidance opportunities (54% business process / 46% system applications). The project was
selected by the client to be a subject of study for Six Sigma Black Belt certification
Designed an Oracle development life cycle methodology for a Manufacturing client, including
business and technical reviews, change control authorizations, pre-production approvals,
documentation audits and training. Received a client service excellence award
Modeled business processes and documented system interfaces that defined and sized the
scope of reengineering the global warranty claims system for a Manufacturing client. Improved
customer care response time by implementing warranty coverage decision trees
4. BUSINESS PROCESS DESIGN
Designed, developed and implemented roles, skills, development activities and job codes for
each of the functions required during the Enterprise Applications Lifecycle, ensuring globally
consistent solutions, skills assessment and career development
Developed and deployed a standard delivery framework with common processes and
performance criteria that established 14 Enterprise Applications Centers of Expertise in 10
global locations. Designed and managed project plans for certifying performance
Analyzed and validated a contemplated power plant engineering services offering to airline
customers for an Aerospace client. Identified and mapped current and future state business
processes that enabled the client to assess readiness for launch of pilot program
Designed, developed and implemented a foreclosure loss review process that calculated and
recovered disallowances of claimed mortgage interest, legal fees, and boarding, securing, and
maintenance costs due to vendor processing delays and contractor errors
5. OPERATIONS & NEGOTIATION
Designed a hybrid staff augmentation and leveraged services offshore SAP delivery model that
mitigated risk for a Manufacturing client. Developed process flows and skills assessment
templates that were incorporated into corporate standard staffing procedure
Identified time-tracking system functionality that permitted adjustments at the project activity
level. Designed and implemented a process that synchronized these adjustments with an
Automotive client invoicing cycle and provided billing audit trail reporting
Administered a mortgage loan servicing productivity management system, coordinated due
diligence for transfers of servicing and facilitated investor and regulatory audits
Developed requirements and contracted with vendor to design and deliver a series of
customized instructor-led SAP courses that resulted in a total cost savings of $250K
Designed risk-share parameters with vendor that resulted in the successful pursuit of an SAP
production support project with a total contract value of $12M for an Energy client
