Marcus Ang Email & Phone Number

United States

Fremont, California, Us

• Solution Architect focused in ServiceNow ITSM/ITOM• Solution Architect for Discovery/CMDB/CSDM/Service Mapping implementations• Solution Architect for a CMDB Strategy and Alignment project• Implemented Discovery, IntegrationHub ETL, CSDM• Developed REST integrations with custom applications

Seattle, Wa, Us

• Solution Architect / SME responsible for the ServiceNow Platform at Costco• Architected ServiceNow ITOM/Service Mapping implementation for Data Center and Azure Cloud• Solution Architect for the ServiceNow Security Operations/Vulnerability Response implementation• Implemented Azure DevOps integration with ServiceNow Agile Development• SME on ServiceNow Platform for ServiceNow GRC implementation• Solution Architect on ServiceNow Platform for CCPA Solution (ServiceNow CSM) implementation

Bellevue, Wa, Us

Solution Architect for Customer Interactions/Experience

• Functional Consultant for a Call Center implementation with SAP CRM Interaction Center with Avaya• Set up SAP CRM Email Response Management System (ERMS) in a development environment• Created functional specifications for integration between SAP and Avaya via SAP PI• Helped to drive business process analysis and improvements

Bellevue, Wa, Us

• Functional Lead in the Front Office area, focus in SAP CRM, Interaction Center Web Client and SAPECC (IS-U)• Led the SAP-CISCO computer telephony integration(CTI) in integration testing, stress testing and roll-out during Customer Information System(CIS) Project Go-Live• Functional Lead for integration between SAP and third-party applications• Extensive collaboration with the business on business requirements and solution design

• Solution Architect for a Call Center implementation with SAP CRM Sales and Service• Solution Architect for a High Tech Industry Solution with SAP CRM Sales, SAP BW and SAP ECC• Solution Architect for a ITSM implementation with SAP CRM Service• Project Manager / Team Lead, responsible for project deliverables and resource management• Managed project financials, budgeting and cost margin analysis• Managed a project team of 10 consultants with USD $2.5M annual revenue• Deep involvement in building and maintaining client relationships• Involved in business evaluation and prioritization of core business technology capabilities

• Managing Director for Asia Pacific regional head office with annual revenue of USD $12M• Managed 50 consultants assigned to global projects,• Solution Architect for a Health Care Call Center implementation with SAP CRM Service• Technical Lead in SAP CRM 4.0 / CRM 5.0 implementations• Technical Lead for upgrade implementation - CRM 5.0 to CRM 2007• CRM 4.0 Interaction Center Web Client for Call Center - Consumer Helpdesk Support• CRM 5.0 Interaction Center Web Client for Call Center - Service Scenario• CRM 5.0 People-Centric User Interface(PC-UI) for Sales Scenario• Client-based Groupware Integration - CRM 2007 with Microsoft Exchange• Computer Telephony Integration(CTI) in SAP CRM 5.0 / CRM 2007 with Avaya, InteractiveIntelligence

· Solution Architect for SAP CRM 5.0 implementation, full project lifecycle· Technical Consultant/Functional Lead/Technical Lead in SAP CRM implementations· SAP Trainer for CR100 and CR700· CRM 4.0 Interaction Center Web Client for Call Center - Automotive· CRM 5.0 Interaction Center Web Client - Service Scenario· CRM 5.0 Interaction Center Web Client for Call Center - Internal Helpdesk· CRM 5.0 People-Centric User Interface(PC-UI) for Marketing Scenario· SAP Standard Development for CRM 5.1· SAP Business Workflow in CRM 5.0· CRM Middleware· HR Integration – SAP CRM 5.0 with SAP ECC

· Developed an Invoicing and Statements Software Application using Visual Basic 6.0· Developed an Information Viewer Prototype for Pocket PC using Microsoft Embedded VisualTools 3.0· Designed and created a website for a commercial company· Designed and developed a Duty Roster Scheduler using VB.Net· Performed assembly, upgrading and troubleshooting of computer hardware· Provided Desktop support· Perform software application and hardware support and maintenance· MS Access database application