This document contains the resume of Keith A. Riley. It summarizes his experience as an SAP architect, designer, and implementer for numerous complex SAP projects involving asset management, maintenance, repair, and overhaul solutions. His background includes naval nuclear engineering. Recent projects include solutions for aerospace manufacturing companies involving maintenance, repair, and overhaul services.

1. Keith A. Riley
7478 Greenvalley Lane
Frisco, TX 75033
(469) 233-0998
kriley0923@msn.com
Keith A. Riley
SUMMARY
Keith has been a architect, key designer, and implementer, on numerous SAP implementations, focusing on
complex solutions involving various aspects of Projects and Maintenance, Repair, and Overhaul (MRO) solutions,
which primarily integrate Enterprise Asset Management (EAM) functionality with other modules within SAP (e.g.
Sales and Distribution, Finance/Costing, Asset Management, Project Systems, Document Management). Coming
from a background which includes the rigorous Naval Nuclear Engineering program and the associated plant
maintenance and management of the integrated, complex systems onboard nuclear submarines, he has transferred
these skill sets into implementing complex, multi-faceted SAP solutions since December 1996.
KEY SKILLS EXPERIENCE
SAP Plant Maintenance / Customer Service December 1996 - Present
SAP Sales and Distribution December 1996 - Present
SAP FI CO (SM/SD/PS Related) December 1996 – Present
SAP Project Systems January 1998 – Present
SAP Variant Configuration September 2000 - Present
SAP Warehouse Management March 2001 - Present
SAP Materials Management March 2001 - Present
SAP ABAP Programming April 2003 – Present
EDUCATION
Bachelor of Science, Mechanical Engineering, University of Florida, Gainesville, Florida.
Engineering Officer, Nuclear Engineering, United States Navy, Washington, D.C.
EXPERIENCE
Solution Architect – Independent Contractor (March 2010 – present)
Senior Consultant – Independent Contractor (August 2000 – February 2010)
Principal Consultant – PricewaterhouseCoopers LLP (IBM) (December 1997 - July 2000)
Senior Consultant – Andersen Consulting (Accenture) (January 1996 - November 1997)
Lieutenant - United States Navy (December 1990 - December 1995)
Sikorsky Aircraft Corporation
Global Implementation – Aftermarket Repair Services Team (February ‘14 – present)
Solution Architect/MRO Team Lead (February ‘14 – June ‘15)
Assigned as Solution Architect of SAP R/3 Customer Service/Plant Maintenance solution for Helicopter
Services division of major Aerospace and Defense manufacturing / Maintenance, Repair and Overhaul
(MRO) Services Company.
Performed Fit/Gap analysis of existing solution for government services / manufacturing, to identify and
implement required changes to a highly customized SAP implementation to support a nimble global
commercial helicopter services / spare parts distribution / manufacturing company with a vastly different
business model from government contracting.
This includes depot repair, field service, rotable exchanges/loans, extended contracts, equipment
management, performance-based contracts (which utilize measuring documents for functional locations /
equipment to measure performance), warranty tracking (vendor and customer, time / counter-based),
integration with document management (including scanning / photo interface and auto-linking to service
notifications and other objects), contractual consignment inventory, remote warehouses/forward spare
parts distribution points, international trade compliance, interfaces to Product Lifecycle Management
(PLM) system as well as a Manufacturing Execution System (MES) and multiple web portals for
purchasing, sales, service, and time entry.
Phases include blueprinting, configuration/development, conversion (customer, vendor, inventory, service
notifications, service orders, part reservations, purchase orders, labor costs, material costs, external service
masters, pricing), integration testing, and implementation.

2. Keith A. Riley
7478 Greenvalley Lane
Frisco, TX 75033
(469) 233-0998
kriley0923@msn.com
Post Production Support (July ‘15 – December ‘15)
Post-Production Support included functional and technical designing and implementing of the solution,
automating tasks (e.g. goods movements with inspection lot results recording, creation/updates of sales
orders, creating/assigning WBS elements as well as Grouping / Pegging / Distribution (GPD) elements),
which are required for this integrated manufacturing, project systems, maintenance repair and overhaul
system.
Brock Group
OPS Team Lead / Solution Architect (July ‘ll – January ‘14)
Assigned as SAP ECC Sales and Distribution / Materials Management / Customer Service / Plant
Maintenance / Project Systems / Variant Configuration team lead and solution architect for provider of
professional services to major corporations. Requirements include complex equipment management,
purchasing (including External Services Management), projects, and service orders, which is highly
integrated with other SAP modules (i.e. FI/CO, HR Time Reporting / Payroll). All phases of the project:
blueprint, design, build, test, implement, and post-production support.
Solution includes customer master, service contracts; variant configuration; project systems; assembly
processing with service orders; centralized task list using Maintenance Event Builder (MEB) work center
determination functionality; operation-level-costing (OLC, SAP Enhancement Pack 5); customized GUI
with integration with cross-application timesheets (CATS); Equipment and Tools Management (ETM)
including settlement and customer rental billing; integration with HR Payroll; custom billing solution
modeled on Dynamic Item Processor; integration with purchasing and invoice receipt; costing and
profitability analysis (COPA); asset management; and customized results analysis / settlement tailored to
customer requirements.
Westcon Group
OTC Team Lead (February ‘11 – July ‘11)
Assigned as SAP R/3 Sales and Distribution Configuration Manager for distributor of communications,
infrastructure, and security solutions with a global group of specialty resellers. Designed a license
module for the capture of vendor-required information throughout the sales and purchasing process in
order to facilitate efficient communication between sales order and purchasing personnel. Configured
Sales and Distribution as needed to support business requirements, including customer master, customer
hierarchy, sales orders, service contracts, inquiries, quotations, pricing, and account determination.
Configured Customer Service / Plant Maintenance as required to support business requirements.
HCL Axon
Solution Architect (March ’10 – January ‘11)
Assigned in various roles to facilitate project completion and assisted in pre-sales efforts as needed for
Enterprise Asset Management / Maintenance, Repair, and Overhaul solutions. Clients included:
- Port Authority New York New Jersey – George Washington Bridge – managed configuration and
functional / technical specification as well as client expectations for a team of 7 functional
consultants and 10 technical resources, both on- and off-shore.
- Major Railroad – assisted with pre-sales activities for EAM project for major North American
railroad.
- Lufthansa – assisted with pre-sales and scoping activities as well as designed interface from
legacy Engineering Change Management tool to SAP Master Parts List (Integrated Product and
Process Engineering (iPPE)). Experience with iMRO product was gained during this
engagement.
- ITT Corporation – conducted month-long series of workshops for global company to educated
and gather requirements for Service Management and Maintenance, Repair, and Overhaul
(MRO) processes.

3. Keith A. Riley
7478 Greenvalley Lane
Frisco, TX 75033
(469) 233-0998
kriley0923@msn.com
- Bell Helicopter - designed interface from Engineering Change Management tool to SAP Master
Parts List (Integrated Product and Process Engineering (iPPE)). Experience with iMRO product
was gained during this engagement.
Meggitt PLC
Global Implementation – Contract Manufacturing Services Team (October ’09 – February ‘10)
Assigned as Logistics Execution (LE-WM, LE-Lean WM, LE-Shipping), Inventory Management (IM),
and Maintenance Repair and Overhaul (MRO / Service Management) Consultant for Aerospace and
Defense Company consisting of 40 divisions. Implementing SAP ECC 6.0 Service
Management/Customer Service functionality for service management including functions via tasks/action
boxes for service notifications, RMA processing using service products and task lists, warranty
management, and using SAP repair order functionality. Also implementing Inventory Management
functionality, including serial number management, batch management, split valuation, and cycle
counting as well as Warehouse Management at one plant and Lean Warehouse Management at another.
Note that responsibilities include configuration of shipping functions, such route determination, shipping
point determination, deliveries, etc.
Paddock Labs
Global Implementation – Contract Manufacturing Services Team (July ’09 – August ‘09)
Assigned as SAP R/3 Project Systems and Sales and Distribution Configuration consultant for generic
manufacturer of pharmaceuticals. Created prototype and performed fit/gap analysis for contract
manufacturing services process using SAP R/3 4.70 Project Systems and Sales and Distribution. Present
alternative approaches and presented recommendation. Performed/documented baseline configuration
and documented processes. Functionality includes standard projects and networks, sales contracts,
network scheduling, milestones with milestone functions, milestone billing plans, pricing, and billing.
Custom ABAP functionality implemented includes derivation of network number from WBS element, SD
pricing formula, SD pricing requirement, and various SD / PS function modules.
Waukesha Electric Systems (a division of SPX)
Global Implementation – Sales and Distribution Team (Oct ‘08 – July ‘09)
Assigned as SAP R/3 Sales and Distribution Configuration Manager for major manufacturer of large and
medium transformers for the utilities industry. Implemented SAP R/3 ECC 6.0 Sales and Distribution
functionality in a variant configuration environment. Functionality includes Engineer-to-Order project
creation, customized product costing model as well as make-to-order and standard stock shipment
scenarios. Responsibilities also included pricing configuration and ABAP coding for customized pricing
calculations (e.g. contribution-to-margin) as well as all other SAP configuration (customer master, sales
inquiries, quotations, sales orders, and billing documents) and coding in various user exits,
classes/methods, screens, reports, and enhancement points. Developed LSMW’s for various SD functions
using the Legacy Systems Migration Workbench, including the use of existing SAP tools and the creation
of custom code / BDC’s as required by the client environment.
The NORDAM Group
Global Implementation – Aftermarket Repair Services Team (Jan ’06 – Sep ‘08)
Assigned as Plant Maintenance / Customer Service (Service Management) Configuration Manager and
Team Lead for SAP R/3 Service Management for Aerospace and Defense manufacturing / maintenance,
repair and overhaul Services Company. Implemented SAP R/3 4.70 Service Management/Customer
Service functionality for service management including functions via tasks/action boxes for service
notifications, RMA processing using configurable service products and task, equipment / serial number /
warranty management.
Because of the requirement for quote versions and integration of complex repair projects for complex
assemblies, resource-related billing using service orders integrated with project systems. This involved
using sales inquiries, variant configuration, dynamic-item processing (DIP), sales quotations generated
from planned and/or actual costs across multiple service orders linked to various WBS account

4. Keith A. Riley
7478 Greenvalley Lane
Frisco, TX 75033
(469) 233-0998
kriley0923@msn.com
assignment elements. Accounting indicators were integrated into the solution to allow for simple
reassignment / redirection of costs.
Designed custom transaction/program for integration of goods receipt/notification/RMA sales orders,
which automatically created service notification, service order, repair sales order, repair project, and
goods movement of customer material into non-valuated inventory. Conducted ABAP troubleshooting /
code repair for maintenance order user exits, resource-related billing and quoting using dynamic
processing service orders which are assigned to WBS elements. Designed Bill of Material maintenance /
management for planning and repair; rental/leasing management solution integrated into overall solution
including spares management, rental and leasing contracts, repairs, and asset management;
subcontracting using valuation types, and refurbishment of rotable inventory / production returns. Co-
designed Inspector’s Work Bench (IWB), a transactional GUI front-end which integrates the various
aspects of repair into a single transaction. Features of the IWB include: use of the Configuration Control
for Maintenance (CCM) and Integrated Product and Process Engineering (iPPE) functionality for the
management of unit configuration; process management; inventory control; service bulletin/document
management integration; and configurable service products and task lists.
UGS (a division of Siemens)
Global Implementation – Fixed Price Billing Solution (Mar ’07 – Feb ‘07)
Designed billing solution for fixed price contracts in SAP ECC 6.0 using Project Systems,
Finance/Controlling, and Sales & Distribution modules for consulting division of major Product Lifecycle
Management (PLM) software manufacturer. Solution includes use of project systems standard projects,
standard networks, standard milestones, workflows, and interface to web front-end. Additional design
elements include sales document user exits, including pricing user exits and custom formulas for the
purpose of revenue recognition and deferral.
Novellus Corporation
Global Implementation – Extended Warranty Implementation/Call Center Integration (Sep ‘05 – Jan ‘06)
Assigned as R/3 Plant Maintenance / Customer Service (Service Management) / Sales and Distribution
Configuration Manager and Techno-functional designer for manufacturer of surface preparation and
chemical mechanical planarization equipment for advanced integrated circuits.
Proposed completely reengineering field service processes from the ones currently implemented in SAP
R/3 and providing interim production support solutions, including ABAP programming (Service and
Sales user exits, screens/module pools, function modules, etc.). Configuration includes service
notifications with use of custom functionality in action boxes, service orders and sub-orders, Cross-
Application Time Sheets, resource-related billing, results analysis and settlement of service orders, use of
accounting indicators in the resource-related billing as well as results analysis, configuration of sales
document types to support field logistics, design of reports to support tracking of field inventory to the
service event, and integrating split valuation into logistical processes.
Radisys Corporation
Global Implementation – Extended Warranty Implementation/Call Center Integration (Aug ‘05 – Sep ‘05)
Assigned as R/3 Plant Maintenance / Customer Service (Service Management) / Sales and Distribution
Configuration Manager and Techno-functional designer for manufacturer of modular integrated platforms
and solutions.
Implemented repair and overhaul processes for global third party contractors, including ABAP
programming (Service and Sales user exits, screens/module pools, function modules, etc.). This involved
external operation and use of External Services Management as well as subcontracting purchase order
functionality.
Avocent Corporation
Global Implementation – Extended Warranty Implementation/Call Center Integration (May ’05 – Aug ‘05)
Assigned as R/3 Plant Maintenance / Customer Service (Service Management) / Sales and Distribution
Configuration Manager and CRM configuration manager / Techno-functional designer for manufacturer
of keyboard/video/mouse (KVM) wireless technology hardware and software.

5. Keith A. Riley
7478 Greenvalley Lane
Frisco, TX 75033
(469) 233-0998
kriley0923@msn.com
Designed, configured, programmed and tested process for automation/integration of standard warranty
and service contracts in CRM/R/3 integrated environment using variant configuration, asset management,
service contracts, equipment records (R/3), install base records (CRM) and CRM Call Center. Process
includes Internet registration of software using CRM registration tools while keeping the R/3 equipment
records synchronized with CRM.
Variant configurator includes the use of the variant configurator drive material determination and
complex pricing for Sales Boms as well as individually price extended maintenance sub-items using object
dependencies, variant tables, and variant functions. Configuration required the creation of new item
categories, schedule line categories, and requirements types / classes as well as pricing tables, access
sequences, pricing condition records, and pricing procedure adjustment to support variant Sales BOM
environment.
Rockwell Collins
Global Implementation – Customer Aftermarket Services Acceleration Team (Aug ’04 – Apr’05)
Assigned as Plant Maintenance / Customer Service (Service Management) / Sales and Distribution
Configuration Manager / Techno-functional designer for SAP R/3 Service Management for major
Aerospace and Defense manufacturer / maintenance, repair and overhaul (MR&O) company. Designed /
Tested / Implement Maintenance Order scheduling tool, which integrates notifications / notification
classification / equipment / maintenance orders / costing / key metrics in an ALV as well as Web front-
end format, for 11 maintenance plants. Streamlined SAP R/3 4.6C2 Plant Maintenance / Customer
Service / custom-developed functionality for service notifications including functions via tasks/action
boxes, RMA processing using leading serviceable material and centralized task lists, which increased
repair receiving/induction productivity by more than 100%. Designed (team member), tested (team lead),
and implemented custom front-end for integration of goods receipt/notification/RMA sales orders using
BAPI’s and standard SAP functionality, design of user exits for automatic creation/assignment of WBS
elements to sales orders.
Designed/tested/implemented process/system enhancement to ensure accurate determination of profit
centers / accounting indicators for service notifications, service orders, RMA orders, service order
operations, service order confirmations, and warranty claims to improve quality of financial reporting for
service. Process also includes the addition of warranty-specific fields to sales orders and the automatic
transfer of relevant data from the original sales order to the equipment record upon shipment. Performed
testing, recommended ABAP code fixes, and performed conversion of high volume of hierarchical
equipment records to support data requirements for new process/system enhancement.
Currently designing and configuring process for leasing / rental exchange rotable pool processing,
including integration with asset management and batch management in a non-valued stock environment
sales / service environment.
Honeywell Aerospace
Global Implementation – Aftermarket Repair Services Team (Aug ’03 – Jul ‘04)
Assigned as Plant Maintenance / Customer Service (Service Management) Configuration Manager for
SAP R/3 Service Management for major Aerospace and Defense manufacturer / maintenance, repair and
overhaul services company. Implemented SAP R/3 4.70 Service Management/Customer Service
functionality for service notifications including functions via tasks/action boxes, RMA processing using
configurable service products and task lists, characteristics spare parts planning for service products, Bill
of Material maintenance / management for planning and repair, subcontracting using valuation types,
refurbishment of rotable inventory (owned, rental, lease spares) / production returns, equipment / serial
number management. Designed custom program for client/government-specific requirements involving
management of contract/customer owned inventory. Assisted with design of custom program for
integration of goods receipt/notification/RMA sales orders. Assisted with design of user exits for
automatic creation/assignment of WBS elements to sales orders including flow of WBS elements to
subsequent repair service orders and suborders. Conducted ABAP troubleshooting / code repair for
maintenance order user exits, resource-related billing and quoting using dynamic processing service
orders which are assigned to WBS elements. Designed custom program for maintenance of repair
forecasting using standard SAP characteristic spare parts planning.

6. Keith A. Riley
7478 Greenvalley Lane
Frisco, TX 75033
(469) 233-0998
kriley0923@msn.com
Deutz Corporation
Service Management Process Improvement (Feb ’03 – Dec ‘04)
Assigned as Plant Maintenance / Customer Service (Service Management) Configuration Manager for
SAP R/3 Service Management Process Improvement project for U.S. service division of major Diesel
Engine manufacturer. Implemented SAP R/3 4.6B Service Management/Customer Service functionality,
including, configuration of notifications, equipment, functional locations, notification classification,
costing variants/basic cost display settings, settlement rules, results analysis and WIP calculations, CO
internal orders, dynamic item processor for fixed quotes and time/material billing, service notifications,
and advanced shipments from service orders. Implemented service contracts / service contract billing via
dynamic processor and technical object maintenance / integration with repair processes. Designed and
assisted with ABAP programming using maintenance order user exits for Advanced Shipment header and
item functionality. Designed and programmed ABAP sales order user exits and function modules
according to user requirements to integrate service order with sales order via the dynamic processor
(resource-related billing). Designed and programmed ABAP sales order user exit for material
determination for Rush Sales Orders and Service Advanced Shipment Functionality. Designed and
programmed ABAP report which streamlines the results analysis and settlement of service orders on a
periodic basis. Designed and assisted with ABAP programming with creation of Service Order Work-in-
Process Reconciliation report. Continuing to provide production support and extending functionality for
logistics and service management/customer service, including depot repair and field service.
Siemens Westinghouse Power Corporation
Turbine / Generator Service Factory Repair Processing (Oct ’02 – May ‘03)
Assigned as Plant Maintenance / Customer Service (Service Management) Configuration Manager for
SAP R/3 Repair Order Processing project for Gas Turbine/Generator service division of major
Engineering and Electronics Manufacturer. Implemented SAP service repair functionality and provided
configuration/production support for Purchasing, Inventory Management, Warehouse Management, sales
orders, inbound/outbound shipments.
Turbine / Generator Service Factory Repair Processing - Prototype (Mar ’02 – Sep ‘02)
Assigned Plant Maintenance / Customer Service (Service Management) Configuration Manager for SAP
R/3 Repair Order Processing project for Gas Turbine/Generator service division of major Engineering and
Electronics Manufacturer. Created prototype of SAP R/3 4.6C Service Management/Customer Service
Repair Order functionality, which included configuration of repair sales quotes and orders, configuration
of costing variants/basic cost display settings, settlement rules, results analysis and WIP calculations, CO
internal orders, dynamic item processor for fixed quotes and time/material billing, service notifications,
and advanced shipments from service orders.
Turbine / Generator Service Long-Term Program Design (Feb ’01 – Feb ‘02)
Assigned as Logistics Execution Warehouse Management / Shipping Configuration Manager and Process
Analyst for SAP R/3 SAP R/3 Version 4.6C implementation of WM, SD, CS, MM, and FI/CO modules
for Gas Turbine/Generator service division of major Engineering and Electronics Manufacturer.
Conducted analysis and redesign of logistics processes for supplying domestic/international operating gas
turbine power generation plant customer’s materials for planned and unplanned outages.
Designed/configured/tested/implemented SAP functionality for warehouse-management and
inbound/outbound deliveries, including WM storage types, movement types, picking areas, batch creation
of storage bins, and WM output determination. Configured inventory management movement types and
availability checking to support warehouse processing. Also designed/configured route
determination/delivery scheduling/transportation scheduling/consignment using SAP R/3 Version 4.6C
and provided subject matter expertise to more junior personnel in the areas of Sales Orders, Project
Systems, and Contracts. Developed/tested functional design for all shipping paperwork, including
warehouse management transfer order/pick list, packing list, shipping labels, delivery note, and bill of
lading. Created training materials and formal procedures for high volume warehouse. Conducted all
formal and informal training for warehouse users. Assisted with the configuration for intercompany
billing/processing. Configured/tested functionality for customer master (including customer hierarchy),
third party sales orders, including purchase requisition, purchase order, and account assignment

7. Keith A. Riley
7478 Greenvalley Lane
Frisco, TX 75033
(469) 233-0998
kriley0923@msn.com
configuration. Configured solution for consolidated warehouse stock, including purchase requisition,
purchase order, sales order, warehouse management, results analysis, and settlement configuration.
Assisted with postproduction support and issue management.
Turbine / Generator Manufacturing/Service Construction, Test, and Implementation (Aug ’00 – Jan ‘01)
Assigned as Subject Matter Expert and Plant Maintenance / Service Management Configuration Manager
for SAP R/3 Version 4.0B implementation of SD, PS, SM, PP, WM, and MM modules for Steam
Turbine/Generator manufacturing/service division of major Engineering and Electronics Manufacturer.
Performed gap analysis, tested and implemented Service Management functionality. Developed
classification structure and variant configurator object dependencies for service organization general task
lists. Also performed configuration of ALE for BDE interface as well as capacity planning configuration
for service orders. Tested integrated processes for SM, SD, PS, CO, MM, WM, and PP and
recommended/implemented process improvements. Created security profiles using profile generator for
SM and evaluated SD/PS/PP/MM profiles with respect to integration with the SM processes.
Lucent Technology Power Systems Division
Subject Matter Expert and Analyst - Complete Cycle (Feb '00 - Jul '00)
Assigned as Service Management/Sales & Distribution Configuration Manager to Power Systems
Divisions Extended Warranty project. Developed project plan, gained client buy-in to scope, collected
requirements and analyzed installed systems, then designed and implemented new Extended Warranty
tracking process for $1.2B (revenue) division of major communications network manufacturer. Identified
business need, defended proposal and gained client support for process improvement in the gathering
serialization information in the procurement and production process. Independently configured SAP
Sales & Distribution and Service Management modules to support the sale of maintenance services,
tracking of warranties, and the amortization of warranties. Independently coordinated testing efforts and
performed full-cycle SAP system testing to support sale of maintenance services across 7 legacy systems.
Configured Sales & Distribution Sale Orders/Contracts and Service Management Notifications/Technical
Objects and integrated with Cost Controlling Internal Orders and Inventory Management Account
Determination to support spare parts replacement process required by the Extended Warranty contract
terms. Designed and tested custom installed base programs tailored to client's customized SAP system.
Developed strategy and prioritized future development for client to further leverage their SAP investment
as Extended Warranty program grows.
Sabre, Inc.
Subject Matter Expert and Analyst – Analysis (Oct ’99 – Jan ‘00)
Assigned as Subject Matter Expert and Analyst for follow-on phase of Service Management project.
Client specifically requested Keith to be assigned to the project in order to evaluate the reusability of the
design from earlier phases for the Information Technology outsourcing division of the company.
Conducted interviews, performed process analysis, and evaluated fit between Travel Reservation system
and IT outsourcing divisions of the company.
Subject Matter Expert and Configurator – Detailed Design, Testing and Construction (Apr ’98 – Sep ’99)
Assigned as Subject Matter Expert for Service Management module. Identified need and developed key
synchronization strategy for a highly complex order management process, which integrated custom-
developed Contracts, ROI and Order Placement application with SAP v.3.1H Sales and Distribution,
Project Systems and Service Management modules. Designed and tested multiple custom install base
programs to bridge the gaps identified in the To-Be analysis phase and coordinated development efforts of
technical resources; solutions included the use of workflow and Project Systems Network Milestones.
Proactively identified need to standardize the vendor technician billing process and assisted in the
development of a standard SAP purchase order process. Identified business need to Web-enable SAP
Project Systems, Service Management and Sales & Distribution transactions for remote technician activity
recording, developed project plan, presented plan to client, and staffed necessary resources for the
engagement. Independently configured Human Resources module to support assignment of personnel
based on qualifications to Project Systems Network activities.
Lead Configurator - As-Is and To-Be Analysis (Jan ’98 – Mar ’98)

8. Keith A. Riley
7478 Greenvalley Lane
Frisco, TX 75033
(469) 233-0998
kriley0923@msn.com
Assisted in the coaching and training of all Service team members with SAP R/3 Service Management,
Sales & Distribution, and Project System configuration, prototyping scenarios, and gathering of business
requirements for the To-Be Analysis and Envisioning phase of the project. Developed solutions for
Service Management and Project Systems, which included performing gap analysis for both modules and
configuration of PM/SM/PS/SD/HR/CO modules to support system prototype. Performed cost/benefit
analysis of the use of Service Management versus Project Systems based on business requirements and
processes.
Perkin Elmer Applied Instruments
Lead Configurator for SAP R/3 Service Management – Analysis (Sept '97 - Nov '97)
Assigned as Lead Configurator and coach for team of 6 analysts/consultants and 9 client members in
global analysis and design of business processes for major fluid sciences manufacturing company global
service organization. Assisted in the development of work plans and time lines for completion of work
while coaching and training all Service team members with SAP Service Management system
configuration, system prototyping scenarios, and gathering of business requirements. Developed solutions
for Service Contract and Service Order pricing, account determination, and order settlement. Evaluated
remote service solutions for $100 Million service business, performed gap analysis, developed business
cases, and recommended custom program development and refinements for requirements not met by out-
of-the-box SAP Service Management functionality. Aided in the development of the Service Management
testing plan for upgrade of SAP R/3 Version 3.0F to SAP R/3 Version 3.1H.
Perkin Elmer Applied Biosystems
Service Team Lead - Post Production Support (July '97 - Sept '97)
Planned, scheduled, delegated, and monitored post production work for one analyst, one consultant, and
one client team member for 3 months of post-production phase and warranty period. Directly involved in
analysis and resolution of configuration, conversion and business process issues for System Support and
Field Service. Facilitated communication channels between Sales and Service user community and
project team to aid in the prevention and resolution of issues. Identified need for, developed, and
implemented cross-functional training for Manufacturing, Receiving, Warehouse, Sales, and Service
personnel to understanding of roles, diagnosis of potential issues, and methods of resolving cross-team
issues by the various user groups. Worked closely with Programming Development Team to troubleshoot
custom ABAP programs, make refinements as needed, provide unit test conditions, and create production
implementation/migration strategy. Acted as functional team liaison and worked with Technical Team
members to develop post production support client strategy. Developed strong cross-functional knowledge
of SAP R/3 Financial, Sales and Distribution, Inventory Management, and Material Master modules.
Conversion Team Member - Implementation (March '97 - June '97)
Analyzed, designed, tested, and implemented approaches and methods for conversion of Service
Contracts, Service Warranties, and Service Customer Contacts from multiple legacy platform. Developed
conversion strategy for the Service Team and coordinated with cross-functional teams to ensure alignment
of conversion efforts. Assisted other functional areas by developing and unit testing conversion programs
for Accounts Receivables and Sales Scheduling Agreements. Analyzed, designed, tested, and
implemented approaches and methods for Purchasing Scheduling Agreements to support the
implementation of Just-In-Time and Pay-At-Consumption Supply Chain Management initiatives.
Configurator - Detailed Design (Dec '96 - Feb '97)
Performed the detailed analysis and design of dispatch, call escalation, service notification and service
order processes using SAP R/3 Version 3.0F Service Management Module. Performed gap analysis,
developed business cases, and recommended custom program development and refinements for
requirements not able to be met by out-of-the-box SAP Service Management functionality. Designed or
assisted in the functional design of all custom modifications for the Service Team and served as the
Service Team functional liaison to the Technical Development Team.
System Integrator ASTEA Dispatch-1 Version 6.0 to SAP R/3 Version 3.0F - Global and Detailed Design (Aug
'96 - Nov '96)
Performed the global and detailed analysis and design of dispatch, call escalation, service order, field
inventory management, and repair depot processes using ASTEA Dispatch-1. Responsible for the

9. Keith A. Riley
7478 Greenvalley Lane
Frisco, TX 75033
(469) 233-0998
kriley0923@msn.com
functional design of financial and inventory interfaces between SAP R/3 and ASTEA Dispatch-1.
Coached one independent consultant and one client team member in development of project deliverables.
NETCOM
Team Member Scopus Call Tracking System - System Test (July ’96)
System tested Scopus Call Tracking System and programmed enhancements and repaired defects as
required using Tool Command Language (TCL) in a Client/Server environment, utilizing Window NT,
UNIX, and Oracle Database.
Team Analyst for Customer Support Engagement - Strategy Engagement (Mar ’96 - June ’96)
Played a key role on a Strategy Engagement team which identified of a performance framework against
which customer support operations can be measured, identified high priority improvement areas, piloted a
cross-functional process to communicate and resolve high priority incidents, and identified an action plan
to position a major, rapidly growing Internet Service Provider Customer Support Organization as a
competitive differentiator. Created economic model of Customer Support and Technical Support
Organizations for major Internet service provider, performed root cause analysis, quantified effect of root
cause problems on call center operations, and aided in the development of recommendations to increase
the productive capacities of the organizations. Recommended the formation of cross-functional teams
between the Web Master, Software Development, Technical Operations, Marketing and Technical
Support Departments to enable the Customer Support Organization to leverage the customer knowledge
base accumulated by the Technical Support Organization and align each department’s efforts with the
needs of the customer. Coached the client Technical Support Director in developing a business case and
strategy for customer retention. Recognized strategy engagement team efforts could be incorporated into
Scopus Call Tracking System engagement team’s solutions. Proactively shared the findings with Scopus
Call Tracking System team to ensure the most common issues could be rapidly recorded and used to
develop customer solutions by the user community in a high call volume environment.
Andersen Consulting
Initial Client/Server Training (Jan ’96 - Feb ’96)
Successfully completed initial Client/Server Training program at major consulting firm. Training covered
System Development Life Cycle Methodology, C programming, SQL Plus and proprietary GUI
development tools in a client/server environment.
United States Navy
Nuclear Engineering Officer (Dec ’90 – Dec ‘95)
Qualified Nuclear Engineer / Submarine Watch Officer on US Navy submarine. Responsible for safely
planning, coordinating, completing, and testing emergency and planned submarine high-pressure air,
Sonar/Fire Control electronics system, hydraulics, diesel engine, weapons, and nuclear plant maintenance
while meeting and exceeding plant availability goals.
TECHNICAL SUMMARY
Languages / Software
Languages: ABAP, C, SQL Plus, TCL, Visual Basic, Basic, FORTRAN
Software: SAP CRM Version 4.0, SAP ECC 6.0, SAP R/3 Version 4.7, SAP R/3 Version 4.6C, SAP R/3 Version
4.6B, SAP R/3 Version 4.0B, SAP R/3 Version 3.1H, Microsoft Access, Microsoft Excel, Microsoft Word, MS
Project, Microsoft PowerPoint, Visio, Lotus Notes, FTP Explorer, Reflections, Scopus DESIGN Team, AutoCAD,
Borland C++
Hardware & Operating Systems
Hardware: IBM Compatible Personal Computers, VAX Mainframe, Sun SPARC
Operating Systems: Windows95, WindowsNT, Windows 3.11, MSDOS, UNIX
Training Courses
Course: SAP Workflow, ASTEA Dispatch-1, Scopus, SAP Service Management 4.0B

10. Keith A. Riley
7478 Greenvalley Lane
Frisco, TX 75033
(469) 233-0998
kriley0923@msn.com