COVER LETTER FOR:

Oracle Certified Functional / Technical

To whom it may concern

Susan Valdivieso 602-501-9842 Oracle certified ITIL Certified surfergirlcut@yahoo.com SUMMARY Driven results IT manager with an outstanding record of delivering technology and system integration projects on time and within a budget combines strong business acumen with the ability to implement strategies, standards, projects and efficient solutions utilizing technology. CORE COMPETENCIES Oracle Versions 9 – 12.0.6 Project Management Business Process Modeling Oracle Applications HRMS IT Management Business Process Re-engineering Oracle Order Management Identity Management Sarbanes Oxley Oracle HRMS Risk Mitigation and solution Microsoft Project Oracle eBusiness Suite Data Warehousing Business Analysis Requirement Gathering Systems Integrations PL/SQL Unix/Oracle scripting Oracle Support Certified Business Intelligence Quality Assurance ITIL Certified Disaster Recovery Business Continuity TECHNICAL SKILLS * Computer installations, training, presentations, business continuity Plan Development, Data Center Build, Operations Department build and implementation * Experienced in Large Global ERP Implementations for 50,000 end users in 14 countries and 3 offshore development firms. * OnDemand certified and eStudio experience. * HP Openview, Quintus, Reachout, Heat, Turnover, DHCP, TCP\IP, LAN/WAN, Dial * Help Systems, Cisco IP Phones, AVAYA, Lucent, ACD, installation and training of staff on use of computer systems, networks, AIX, Intel, Sun, Active Directory, MS Project, Cognos, Author ware, Auto cad, ADP, KRONOS * Disaster recovery documentation and development, * Converted operations to a team based environment increasing warehouse productivity by 21%. * Cut total cost of raw material 18% by negotiating payment and transportation terms. * Procurement of hardware, software, vendor negotiations, contracts, and pricing * AS\400, RS6000, Sun/Solaris, HP3000, AIX, Intel servers, Mainframe, LINUX, UNIX, Windows NT, 2003, 2005 server. * SAP, EDI, Tivoli, VERITAS, Backup exec, Unispool, Netware * Remedy, Crystal Reports, XML, SIEBEL Salesforce, Goldmine, Micros, Mitel, SQL, MAC OS9 / X AIX, SUN, Intel networks * Test Director, Icverify, FDMS, credit card processors, Win Runner, Load Runner, and Visio * Oracle PL/SQL, SQL, SQL Loader, Oracle Forms, Oracle Reports, iPortal, Oracle ERP, Manufacturing, Supply Chain, Depot Repair, ETL Oracle Reporting, infrastructure planning and maintenance, Oracle Financials AP, AR, GL, PO, INV and data warehousing using Cognos. PROFESSIONAL EXPERIENCE 3RPco Oracle Certified support consultant Oracle E-business suite 11i and R12 Jan 2010 – April 2010 Worked with several corporations on upgrades, support within the e-business suite. Worked on creating reports with Discoverer Toad 9.5 ADP SCM, INV, Workflow admin. ORACLE Corporation Sr. Global Support Engineer, Oracle Support Services – ERP SUPPORT TEAM Aug 2008 – April 2009 Technical interface to customers for resolution of issues related to the installation, implementation, maintenance, use, repair and workarounds for Oracle ERP products on multiple platforms Oracle Versions 9 – 12.0.6. In-depth support is primarily provided by electronic means. Assures the highest level of customer satisfaction. Utilize/create automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues while on all platforms AIX, SUN, Intel networks. Handles all Severity and escalated Service Requests (SRs) within guidelines Hands on HRMS experience including Purchasing, invoicing, Creating reports, Discoverer, benefits, taxes, payroll, HRMS self service, BPEL, PL/SQL Time and attendance and using that information to create the metrics for the team to improve performance. * Assisted in development of project testing approach utilizing Win Runner, Load Runner and Test Director * Able to manage customer expectations at the technical and project management level including Oracle Internal and third party vendors and service providers. Financial Background with hands on Experience in GL, AP, AR, Purchasing, Inventory and all modules of oracle financials * Continues the development of extensive technical knowledge of Oracle products and their uses * Participates on a Problem Avoidance (PAA) team as an Analysis and/or Content member * Utilizes/creates automated technology and instrumentation to diagnose, document, and resolve customer issues. Provides feedback to improve instrumentation and writes scripts (i.e., remote diagnostic agent (RDA)) * Creates/modifies/reviews content in Knowledge Management Tools * Achieves knowledge transfer with teammates through: delivering formal team training sessions/Brown Bags, formal mentoring, creating/reviewing knowledge repository articles and notes. *Work with sales force as a portal to Oracle Marketing and sales team. * Continues development of business and/or leadership skills * Participates in process planning and makes recommendations for improvements * Coordinates tasks within the group and across functional areas * Routinely acts independently while researching and developing solutions to customer issues SEGWAY LLC. Bedford, NH Feb 2008 to May 2008 Business Analyst * Hands on HRMS experience including Purchasing, invoicing, Creating reports, Discoverer, benefits, taxes, payroll, HRMS self service, Time and attendance and using that information to create the metrics for the team to improve performance. * Hands on configuration and manufacturing experience * Responsible for support, maintenance and configuration of Oracle E Business Suite Version 11i – 12 Supply Chain modules and other applications such as sales force and Seibel. Financial Background with hands on Experience in GL, AP, AR, Purchasing, Inventory and all modules of oracle financials * Analyst who partners with business units to ensure efficient use of application and provide on going enhancements * Coordinate first tier support to application end users * Work directly with application support to resolve application issues * Utilize/create automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues while on all platforms AIX, SUN, Intel networks. * Support roll out of new upgrades * Work with power users and super user to prioritize issue resolutions, enhancements and process improvements * Work with the business teams to define and execute ERP application best practices * Support a change management process to manage patch applications and changes to the configurations * Develop test plans and ensure user test system and configuration changes * Support new Oracle ERP/Supply Chain BPEL, PL/SQL initiatives and projects, which may include new functionality, process improvements or migrating new business units onto the systems. * Support reporting requirements and functionality; including SQL development to extract data when needed. TEREX Corporation, Westport, CT Oct 2006 to Feb 2008 Operations Manager Provide overall leadership on all technical aspects of deploying the Oracle eBusiness suite of software. Financial Background with hands on Experience in GL, AP, AR, Purchasing, Inventory and all modules of oracle financials, Oracle Versions 11i – 12.0.4., BPEL, PL/SQL * Accountable for defining hardware and communications requirements, for systems operation and performance, data base definition and management, system backup/recovery planning and systems security configuration. * Accountable for achieving project milestones, for identifying and effectively resolving technology-related issues, managing technology budgets. * Lead a team of developers in a manufacturing operation, Network Admin, DBA’s and BA’s. * Managed large Global ERP Implementations for 50,000 end users in 14 countries and 3 offshore development firms * Implemented HP Openview for 50,000 end users in 14 countries *Utilize/create automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues while on all platforms AIX, SUN, Intel networks * Created all process’s procedures and policies for IT Department. * Responsible for ON Demand contract negotiations * Created Help desk and Operations Infrastructure. Stock Building Supply, Raleigh, NC Jun 2006 to Oct 2006 Support Center Manager/CUSTOMER Service Manager Responsible for high-level issue resolution and troubleshooting related to system and network issues; provide support and direction to staff on system and network issues. Financial Background with hands on Experience in SCM GL, AP, AR, Purchasing, Inventory and all modules of oracle financials Oracle Versions 11i , PL/SQL Assisted in development of project testing approach utilizing Win Runner, Load Runner and Test Director Utilize/create automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues while on all platforms AIX, SUN, Intel networks Review outstanding issues on a daily basis and resolve where appropriate or direct issue resolution process. Work with other IT and non-IT departments to review business practices, define system needs and develop solutions to meet current business practices. Implemented Disaster Recovery plan and documentation, policies and procedures for entire company. Created Business continuity testing, off site planning and documentation for Company. Work closely with Quality Assurance department to review proposed system modifications and fixes to ensure minimal impact to the users and no negative system impact while using MS project. Build a qualified Support Center team through innovative hiring and training techniques. Design and implement programs for Support Center staff retention. Implemented HP Openview for 28,000 end users in Europe and US. Implemented Salesforce for the entire company including 14 countries Market the image of the Support Center as a support group that is vital to the advancement of the IT vision and strategy for the entire organization. Ensure that the Support Center is adequately staffed at all times through scheduling of employees’ shifts and vacations. Track statistics to determine call volume and staffing needs. Define in-depth metrics to track the productivity of the Support Center; develop system-based reports to gather data. Analyze metrics data, identifying productivity, process or system-related issues and resolving these appropriately. Determine training needs and arrange for necessary training for all Support Center employees. Direct, coach, evaluate and develop a team of Support Center associates. Define and develop strategies and processes for IT support in support of business initiatives. Analyze performance of Support Center activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. Iroquois Gas Transmission Systems, Shelton, CT Jul 2005 to Jan 2006 IT Manager (Contract) * Recommends and implements strategies, standards, projects and priorities while justifying the budget and staff requirements * Implementation of XP sp2 to 500 desktops on time and within budget. * Implementation of Citrix and Metaframe on time and within budget. * Provided daily supervision to the IT Customer Support personnel * SLA’s, performance metrics, call times, customer satisfaction, Mentoring and coaching customer service agents and Technical agents. * Responsible for 24×7 uptime of SCADA * Responsible for Disaster Recovery/Business Interruption Continuity of Business Systems YBP Library Services & Distribution, Contoocook, NH Oct 2003 to Jul 2005 Operations Manager * Managed a team of 25 direct reports in matrixed environment. * Created full budgets for the operations of the IT infrastructure and development team. * Prepared cost/benefit analysis for integration of e-procurement system and B2B marketplace. * Converted operations to a team based environment increasing warehouse productivity by 21% * Teamed with UPS representatives and redesigned UPS area improving efficiency 40% * Successfully implemented and tested Disaster Recovery and User Profile Securities. * Designed supplier database accessible through the intranet for the disaster recovery team. * Installed, configured and implemented 3 IBM 5250 including load balancing, PTF and software updates. *Implemented Oracle, 11i, iSupplier, HRMS, E Business suite,(self Serve) Oracle SCM and Seible *Financial Background with hands on Experience in SCM,GL, AP, AR, Purchasing, Inventory and all modules of oracle financials 11i *Assisted in development of project testing approach utilizing Win Runner, Load Runner and Test Director ** Utilize/create automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues while on all platforms AIX, SUN, Intel networks * Developed and maintained service level agreements, coordinated with vendors, users and application personnel to keep all systems updated and compliant. * Effectively carried out manager’s responsibilities in accordance with company’s policies including: interviewing, hiring, training, planning, assigning, directing, performance appraisals, budget and problem resolution. Allied Waste Industries, Scottsdale, AZ Jan 2001 to Oct 2003 IT Manager /Customer Support Manager * Managed staff of 15 employees in matrixed environment * Created budget for infrastructure of IT department * Successfully implemented Disaster Recovery plan and documentation, policies and procedures for entire company. * Provided daily supervision to the IT Customer Support personnel * Implemented HP Openview for 25,000 end users * implemented goldmine. * SLA’s, performance metrics, call times, customer satisfaction, mentoring and coaching customer service agents. * Assisted in development of project testing approach utilizing Win Runner, Load Runner and Test Director *Implemented Oracle, 11i, iSupplier, HRMS, E Business suite,(self Serve) Oracle SCM while using MS project. 8 * Utilize/create automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues while on all platforms AIX, SUN, Intel networks. *Financial Background with hands on Experience in GL, AP, AR, Purchasing, Inventory and all modules of oracle financials 11i -12.0.4 Pegasus Solutions-(GETS), Scottsdale, AZ Jan 1995 to Jan 2001 IT Manager/Project Manager * Managed 12 employees in matrixed environment * part of the Corporate action team when Pegasus software solutions was acquired * Directed and managed project development start to finish by defining project scopes, goals and deliveries. * Drafted budget proposals, negotiated with other department managers, determined and assessed for additional staff requirements, delegated tasks and responsibilities, identified and resolved conflict issues, efficiently managed changes in project scopes, tracked project milestones, deliveries and risk. * Utilized ETL and BI tools. * Utilize/create automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues while on all platforms AIX, SUN, Intel networks * Assisted in development of project testing approach utilizing Win Runner, Load Runner and Test Director while using MS project… * Actively procured all software systems, hardware contracts, software packaging, installation and maintenance and implementations.
As an employee within your organization, I will bring focus on quality and manageability to your IT operations, Customer service departments, and business units as well as development. I utilize systems analysis and design methodologies and have strong organizational and communication skills. I am dynamic and analytical which enables me to interface effectively with the customers, technical staff, business departments and executive management alike. With 16 years of experience in Project Management, SDLC, Customer service, accounting, infrastructure, Risk analysis, budgeting, testing, commercial software Packaging, implementation, deployment and training. Disaster recovery implementation and documentation, configuring of SCM, ERP, Oracle HR business suite Exchange server migration and deployment and upgrades, Organization/planning, SCM, CRM Implemented Oracle Supply Chain modules configured, implemented and did post configuration training and adjustments as needed Procurement, warehouse distribution, Shipping and Receiving. Lead and manage multiple priorities and projects, manage conflict and enable collaboration for all parties involved.
Managed Oracle Ondemand and was able to resolve complex system issues with no down time. Manage staff (50) of Developers, DBA’s, Network analyst, BA’s and technical field staff (25). Managed offshore development teams (35) Project Management, Business Analysis, client interface/ Management and Data Center infrastructure builds, call center builds, and implementation, Help desk and customer service department creation. Thank you for your attention to these materials.
Regrards,
surfergirlcut@yahoo.com
Phoenix, Arizona

This example was posted: 4/15/2010 11:43:01 AM EST


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