Rosa Matute Email & Phone Number

Racine, Wi

Manage complex outsourcing agreements, lead sourcing initiatives for the IT Application Development Maintenance & Implementation (ADMI) and Infrastructure & Operations (I&O) Outsourcing services. Responsible for Managed Service Provider (MSP) contract governance and relationship management. Comprehensive understanding of the key points in MSP contracts including Deliverables and Obligations (D&Os), ARCs (Additional Resource Charges) and RRCs (Reduced Resource Credits). Monitor and analyze reporting of contract compliance including Key Performance Indicators (KPIs), Service Level Agreements (SLAs) and Deliverables and Obligations.

Northfield, Il

Managed the SAP change request process; completed audit review and approval of weekly and monthly changes. Supported SAP major releases: managed coordination of planned outages, provided communications to end-users, approved system changes for major releases and conducted transition to support sign-off sessions from the project teams to steady state support teams to secure understanding of new functionality. Critical Incident Management - Initiated bridge calls for critical situation events and assigned follow up tasks as needed. Maintained metrics for SAP unplanned outages and emergency change requests.

Support Operations Excellence Lead and Application Owner for several Marketing and Consumer Response applications. Managed vendor support teams, ensured adherence to service delivery standards and service level agreements (SLAs) as well as follow up on root cause analysis of incidents. Enforced incident, problem and change management processes in accordance with ITIL best practices. In addition, ensured support teams followed move to production release processes and schedules.

Project manager for several web site improvement projects, including internal SharePoint sites and external consumer facing sites. Managed eLearning initiatives for the Siemens Interspec system: created training content and published e-courses. System administrator for the BrightIdea innovation tool: completed training and assisted the business with launching innovation campaigns.

Kraft Foods

Project management resource for GIS (Global Information Systems), worked on the SAP Customer Master implementation project. Assisted in key deliverables for the Planning and Design phases of the project. Delivered the as-is assessment from seven legacy source systems as well as the mapping of legacy fields to the SAP ECC6 and MDM environments.

Prism and eSync supprort and training team member. Project manager for eSync Training & Support web site, created training material and delivered online and in class training for Materials Managers in both headquarter and plant locations.

QCD (Quality, Cost, Delivery) team lead for support teams. Generated and improved QCD reports which led to more meaningful information resulting in a focused approach to decrease incident ticket volume.

Call Management Center (help desk) - Managed the scripting team, the work required to set up the call scripts for application teams and delegated project work for consultants. Handled employee calls related to support services; generated support tickets and triaged to technical and application support teams.

Assisted employees with questions pertaining to human resource policies, procedures and benefits.

Bannockburn, Il

Leaf, Inc. was a confectionery company acquired by the Hershey Foods Corporation in 1996.The positions I held at Leaf included processing payroll for exempt and non-exempt employees, credit and collections as well as processing orders and working with the Sales department as a customer service representative.