Maria Carmina Coronel Email & Phone Number

Loveland, Oh, Us

SAP Planning / Manufacturing / Quality

- Supporting the business by acting in a functional capacity in all phases of the Project Life Cycle, including post-production support and ongoing maintenance- Analyzing and documenting relevant business processes- Defining and documenting functional requirements- Managing the Unit Testing, UAT and Regression Testing activities, including development of test plans, execution of test cases and documenting test results- Responsible for ensuring that project meets functionality requirements and expected business results- Providing first line post implementation support to users regarding functional issues

- Led day-to-day operation support for P&G North America SD module- Monitored established Service Level Agreements (SLAs) defined for her team ensuring targets are met on a regular basis. Consistently achieved monthly SLA targets of >97%- Enforced Incident Management compliance by performing regular incident ticket audits and implementing corrective action as required. Increased audit score from 77% to 95% in 12 months- Provided direct intervention on critical incidents / high impact escalations, interfacing with technical leads, external vendors and the client’s subject matter experts (SMEs) to expedite issue resolution- Prepared monthly Incident Management reports and presented results to the HP leadership team- Ensured adequate support coverage especially during critical business phases- Responsible for building capability of resources

- Monitored North America Order Management (OM) incidents- Provided escalation support for other specialists, directly investigating, analyzing and resolving complex technical issues- Facilitated cross functional trainings and weekly team meetings

- Led day-to-day operations of the service category (P&G North America Prestige Division)- Monitored incidents, problems and changes assigned to the team. Ensured resolution is on track.- Escalation for technical and business process issues- Managed customer expectation; interfaced directly with the customer's leadership team to identify top priority issues and ensured customer satisfaction by accelerating issue resolution- Prepared monthly Service Delivery Review reports and presented them to client’s Key User group

- Contributed to the organization’s ISO 20000 certification by driving strict adherence to established Problem Management processes and identifying and addressing reasons for non-compliance- Monitored problem records and ensured that they are actively moving through the process- Deployed standard Problem Management Process to the team- Performed Incident Trend Analysis to identify recurring issues and possible permanent fix- Conducted internal audit on team's problem records

- Provided 24x7 technical support for end-to-end SAP operations for P&G Prestige- Investigated and resolved technical issues encompassing the entire Order to Cash business process- ITIL Processes: Incident Management, Problem Management, Change Management- Project SPOC (Single Point of Contact) for project implementations and enhancements; responsible for receiving support training