Tammygilmore Experienced Sap Professional


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Tammygilmore Experienced Sap Professional

  1. 1. PROFESSIONAL EXPERIENCE TAMMY GILMORE teamwork *superior customer service * integrity *solutions * innovation
  2. 2. Relative Professional Experience <ul><li>SAP – SD, CRM, Portals, On-Line Help </li></ul><ul><li>TRAINING & LEARNING SOLUTIONS </li></ul><ul><li>PERFORMANCE & PROCESS IMPROVEMENT </li></ul><ul><li>TECHNICAL SUPPORT </li></ul><ul><li>CHANGE MANAGEMENT </li></ul><ul><li>SAP USER, TRAINER & TRAINING CONSULTANT </li></ul>
  3. 3. SAP TRAINING DEVELOPER CONSULTANT <ul><ul><li>Training course development & deliverables for: </li></ul></ul><ul><ul><ul><li>IC Webclient </li></ul></ul></ul><ul><ul><ul><li>Customer Portal </li></ul></ul></ul><ul><ul><ul><li>Employee Portal </li></ul></ul></ul><ul><ul><ul><li>Channel Partner Portal </li></ul></ul></ul><ul><ul><ul><li>Training Portal </li></ul></ul></ul><ul><ul><ul><li>On-Line Help </li></ul></ul></ul><ul><ul><ul><li>Knowledgebase / Knowledge Management </li></ul></ul></ul><ul><ul><ul><li>iBase </li></ul></ul></ul><ul><ul><ul><li>Service Contracts </li></ul></ul></ul>
  4. 4. SAP USER SINCE 1998 TRAINER WITH SEVEN FULL LIFE CYCLE IMPLEMENTATIONS SUPER USER SINCE 1999 <ul><li>R/3 - </li></ul><ul><li>MODULES </li></ul><ul><ul><li>SALES AND DISTRIBUTION </li></ul></ul><ul><ul><ul><ul><li>FULL RANGE RELATING TO CUSTOMER SERVICE </li></ul></ul></ul></ul><ul><ul><li>MATERIALS MANAGEMENT </li></ul></ul><ul><ul><ul><ul><li>TROUBLESHOOTING AFFECTING CUSTOMER SERVICE </li></ul></ul></ul></ul><ul><ul><li>FINANCIAL ACCOUNTING </li></ul></ul><ul><ul><ul><ul><li>TROUBLESHOOTING AFFECTING CUSTOMER SERVICE </li></ul></ul></ul></ul><ul><ul><li>PRODUCTION PLANNING </li></ul></ul><ul><ul><ul><ul><li>TROUBLESHOOTING AFFECTING CUSTOMER SERVICE </li></ul></ul></ul></ul>
  5. 5. TRAINING <ul><li>Developed & Implemented new training course for customer service </li></ul><ul><li>Trained new hires on 3 SAP platforms, 1 mill system, products and company culture in 6 weeks timeframe for complete content integration to customer service desk </li></ul><ul><li>Trained all customer service SAP users before during & after 4 full life cycle implementations on to SAP 4.6c version </li></ul><ul><ul><ul><li>Utilized blended training approach for all training initiatives </li></ul></ul></ul><ul><ul><ul><li>Set up & scheduled all sessions (in class & practice lab) </li></ul></ul></ul><ul><ul><ul><li>Created simulation exercises for training sessions & lab sessions </li></ul></ul></ul><ul><li>Trained cross functional groups on customer service driven integration </li></ul>
  6. 6. LEARNING SOLUTIONS <ul><li>LEARNING STRATEGIES UTILIZED </li></ul><ul><ul><li>Blended Learning Solutions </li></ul></ul><ul><ul><ul><li>on-line classroom training / computer based training </li></ul></ul></ul><ul><ul><ul><li>E-learning </li></ul></ul></ul><ul><ul><ul><li>Simulation exercises </li></ul></ul></ul><ul><ul><ul><li>Performance based approach to ensure complete user implementation </li></ul></ul></ul><ul><ul><li>Post Implementation Learning Objectives & Solutions </li></ul></ul>
  7. 7. PERFORMANCE & PROCESS IMPROVEMENT <ul><li>Utilized performance reviews and assessments to customize training initiatives for service improvement - group & individual </li></ul><ul><li>Utilized Gap Analysis and target surveys to target areas for improvement - group & individual </li></ul><ul><li>Initiated and created a new self-guided training process for improvement issues that presented in the Customer Service Dept. </li></ul><ul><li>Communicated progress & completion of all performance and process improvement initiatives to middle and upper management </li></ul>
  8. 8. TECHNICAL SUPPORT [Trainer at Domtar] <ul><li>Served as Customer Service Dept. subject matter expert on SAP implementation team to ensure all customer service needs were met during 4 full life cycle implementations </li></ul><ul><li>Created & tested BPP’s for Customer Service Dept. </li></ul><ul><li>Served as validation expert on subject matter for Customer Service Dept. during SAP implementations </li></ul><ul><li>Coordinated efforts with users, middle & upper management & SAP implementation team to ensure complete technical knowledge was captured & implemented </li></ul><ul><li>Identified, documented, tested & implemented needs for improvement to fulfill expectations of end users </li></ul>
  9. 9. CHANGE MANAGEMENT [Trainer at Domtar] <ul><li>Served as Customer Service Department representative during 4 full life cycle implementations- </li></ul><ul><ul><ul><li>Included BPP creation, editing, validation & testing </li></ul></ul></ul><ul><ul><ul><li>Team was inclusive of representatives selected from Customer Service Division, Sales, Finance, Planning </li></ul></ul></ul><ul><ul><ul><li>Efforts were coordinated with company wide departments to ensure accuracy, timelines and needs were met for all departments during implementation phases </li></ul></ul></ul><ul><li>Presented findings and solutions to Customer Service Division audiences during implementation periods </li></ul>