I'm an SAP Technical Account Manager. I provide support for both on-premise and cloud based landscapes to multiple clients.

• Integrate and manage SAP to SAP and SAP to third party applications • Configure and orchestrate SAP change control functions • Accomplish SAP maintenance by applying Support Packages/stacks and kernel upgrades using a structured methodology• Emergency support for high pressure situations 24/7• Technical landscape owner and support lead for several large SAP hosting customers. Responsible for coordination and implementation of all technical aspects including but not limited to issue resolution, monitoring, day-to-day operations, upgrades, and new implementations • Design, test, and implement disaster recovery procedures• Performance tuning and optimization of SAP landscapes• System Copies, Refreshes, Client Copies • Installation/Configuration/Support of a broad swath of SAP/third party applications on Windows and Linux• Solid Windows and Unix(Linux) administration capabilities• Heterogeneous and homogenous database/application system migrations and upgrades• Databases: HANA, MaxDB, MSSQL Server, Oracle, Sybase• Application fortes: S/4, ECC, NetWeaver 7.x, and other systems such as PI/PO, Enterprise Portal, WebDispatcher, SAPRouter, SRM, SLM, GRC, APO, GTS, TM, OpenText, Content Server, Solution Manager, ADS, BObj. BI/BW, Gateway, LiveCache, Vertex, WWI, Redwood, EH&S, SAPConsole

• Provide senior level IT Help Desk essential support for information technologies in a 24/7 shop.• Perform customer service help desk duties including answering incoming calls and making outgoing calls from/to supported customers, collect information, entering information into ticket system.• Determine the nature of problems, submit them to the appropriate responsible branch for prompt resolution, and prioritized by severity of error• Provide assistance to functional users• Test and analyze computer and network malfunctions• Provide technical assistance to local functional users to minimize operational disruptions• Provide senior level IT Help Desk essential support for information technologies in a 24/7 shop.• Perform customer service help desk duties including answering incoming calls and making outgoing calls from/to supported customers, collect information, entering information into ticket system.• Determine the nature of problems, submit them to the appropriate responsible branch for prompt resolution, and prioritized by severity of error• Provide assistance to functional users• Test and analyze computer and network malfunctions• Provide technical assistance to local functional users to minimize operational disruptions• Provide formal or informal training so users understand the relationship between the system and network• Provide both basic and advanced problem determination for computer users experiencing complex personal computer operating system and application errors• Document work order/trouble ticket actions required to complete a user request• Investigate server issues (free space, monitoring alerts, service issues)

• Hand picked to handle the bulk of the TC3 help desk calls at the program’s inception• Devise work-arounds to ensure a given division remains functioning during time sensitive periods• Trains new TC3 Help Desk team members in their daily duties as well as developing their skills to ensure they are up to the positions demands• Instructs Clients on using specific software, electronic mail, and operating systems• Develops training materials on new software/hardware prior to their release to Domino’s Pizza corporate and vendor team members• Responds to and diagnoses client’s technology issues through discussions with users and results in leveraging resources across all levels of the organization to resolve customer concerns• Correct remote access problems for off site users• Resolve issues with and train on portable productivity products: PDAs, Smart Phones, Blackberrys• Interfaces daily with Domino’s Pizza and vendor support staff to ensure timely resolution of issues• Performs applications installation, re-installation, configuration and upgrades• Analyzes, supports, and configures client operating systems and hardware• Resolves GroupWise 6.0/6.5/7.0/WebAccess daily issues and configuration failures.• Supports field workers with connectivity issues on Domino’s/third party’s wireless, wired, Wi-Fi, tethered connections• Printer, scanner, fax machine configuration/issue resolution: Xerox, Canon, HP, Lexmark

• Maintained Ford’s Export Operations & Global Growth Initiatives retail accounts• Analyzed and rectified dealer issues with the GIS online database• Advised on and facilitated departmental training• Setup and input incentive programs into the GIS system• Composed and distributed extensive weekly and monthly financial reports• Cultivated and upheld an outstanding rapport with international Ford dealers• Engaged and worked with the Ford clients on a daily basis while creating and maintaining a great relationship• Monitored and excelled on multiple projects utilizing limited available resources in a manner outside of their original parameters

• Maintained and tracked an inventory of thousands of vehicles in 15 different states• Coordinated unit repair (body, mechanical, and inspection)• Approved unusual repairs (paint, tires, body work, electric) with a cost up to $1000.00• Developed and maintained outstanding relationships with processing dealers, repair facilities and auction personnel• Administered vehicle transportation to a repair facility and then to auction• Ensured title paperwork was in order according to individual state law• Identified, collected, and tracked legal paperwork for select units as required by state “Lemon Laws”• Created, updated, and maintained a database of units that required Washington States Lemon Law Specific paperwork (This state had a more stringent process in that certain legal documents were required to follow the unit to auction, be filled out by the customer, and be correctly submitted to the office of Washington’s Attorney General within a set time frame. If the process was not correctly followed there were serious legal ramifications.)