2150 Ashby Ave; Berkeley, California 94705-1836 USA [San Francisco Bay Area]
Telephone: +1-510-666-8200 [Pacific Time Zone]
E-mail: mfoy@vitalita.com (or mfoy55@16mail.com)
( Latest resume available at my URL: http://www.vitalita.com/staff/mfoy.html )
EXPERIENCE SUMMARY
Masters
Degree in Computer
Science.
21+ years
experience as an IT consultant.
17+ years
experience with Oracle.
12+ years
experience with Oracle Applications / E-Business Suite - Performing functional and
technical work
mainly within the Customer Relationship Management (CRM), Sales Force
Automation (SFA), and Self-Service modules of Oracle Applications (Oracle
Financials/Oracle E-Business Suite (eBS) for Enterprise Resource Planning
(ERP)).
9+ years
experience with Oracle CRM; including: Install Base, Service Contracts, TeleService,
iSupport, and TCA.
3+ years
working with large Oracle integrators such as Oracle Consulting, BearingPoint,
Capgemini,
and Deloitte.
Started
working with Oracle as a software engineer/developer; then began working in
Oracle Applications; next moved to being a technical development team lead;
finally transitioned to also working as a functional lead.
Functional
responsibilities:
requirements gathering, functional gap analysis, application design,
configuration, module setup, test script generation, writing training guides,
training end users, and production support.
Technical
(technical lead,
developer, etc.) activities: interfacing with users, identifying functional and
technical gaps, estimating work, architecting system interfaces, designing
custom solutions, programming, leading developers, scheduling, producing
documentation, and providing production support.
JOB INTERESTS
Oracle
Applications Implementations and Upgrades / Functional Lead / Techno-Functional
Consultant / Business Analyst / Architect / Technical Lead ( Oracle / Oracle Applications: CRM, ERP,
including Oracle 11i / Implementations, Upgrades, Customizations, Extensions,
Interfaces ).
EDUCATION
University of Illinois - Champaign-Urbana, Illinois, U.S.A.
(1990-1992)
Master of Computer Science (MCS) - Specialization
in Artificial Intelligence (AI).
Colorado School of Mines - Golden, Colorado, U.S.A.
(1986-1990)
B.S. in Mathematics (BS) - Computer Science (CS) Option - Minors in Physics and
Economics.
COMPUTER SKILLS
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Software: |
Oracle: 9i, 8i, 8, 7.x, SQL, PL/SQL,
Pro*C (17 yrs) |
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Oracle Applications/Oracle
E-Business Suite (EBS): R11i, R11, R10.7, R10.6 (12 yrs); Most experience in Customer
Relationship Management (CRM/JTF): Service/TeleService/Service
Requests/Customer Support/Customer Care (CS/CSS/CSC), Installed Base
(CSI/CSE), Service Contracts / Contracts Core (OKS/OKC), CRM Foundation
(JTF), Trading Community Architecture (TCA/HZ), iSupport (IBU), Customers
Online (OCO/IMC), Service Intelligence (BIV); Supplementary experience in
Distribution, Manufacturing, and Financials: Order Management
(OM/OE/ONT), Shipping Execution (WSH), Inventory (INV), Bill of Materials
(BOM), Spares Management (CSP), Field Service (CSF), Electronic Commerce/EDI
Gateway (EC), Accounts Receivable (AR), Customer Intelligence (OCI/BIC),
Accounts Payable (AP), General Ledger (GL), Purchasing (PO); Other Components:
Workflow/Workflow Builder, Alerts (ALR), Application Object Library
(AOL/FND), Concurrent Manager (CM), Flexfields; New System Implementations; New
Module Installations; Upgrades; Customizations and Extensions; Interfaces and
Data Conversion. |
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Oracle Tools/Components: SQL*Plus, SQL*Loader,
Browser/Query Builder, Oracle Discoverer; Limited Exposure to: Oracle Application Server (OAS),
Oracle Developer/2000 and Oracle iDeveloper (including Forms6i and
Reports6i), Designer/2000 (17 yrs) |
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Misc.: Toad, SQL Navigator, DBArtisan, HP ITG (Mercury), BMC,
ClearCase, ClearQuest, CVS/RCS, PVCS, DDTS, Lotus, MS Access, Remedy (Call
Tracker) |
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Languages: |
SQL (16 yrs) & PL/SQL (15 yrs) |
Pascal (3 yrs) |
HTML (3 yrs) |
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C/C++ (9 yrs) & Pro*C (10 yrs) |
FORTRAN (2 yrs) |
SAS (6 mos) |
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Korn/C/Bourne
UNIX shell scripts
(6 yrs) |
JavaScript (1 yr) |
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OS: |
UNIX (Sun/Solaris, HP, SGI, IBM/AIX) (18 yrs) |
MS-Windows & MS-DOS (21 yrs) |
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VM & MVS
(IBM mainframes) (6 mos) |
Mac OS (Macintosh) (17 yrs) |
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WORK EXPERIENCE
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4/2010 – present |
CalRecycle (Department of Resources Recycling
and Recovery) - Sacramento, California, U.S.A. |
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Environment: Oracle E-Business Suite [R12 (12.0.6); TeleService/Case
Management (CS), Install Base (CSI), Field Service (CSF), Interaction
Center/Call Center (CSC), Trading Community Architecture (TCA/HZ), iSupport
(IBU)], Siebel,
Oracle (9i):
PL/SQL, SQL. Toad, Windows XP. |
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Business: Oversees waste management and
recycling throughout the state of California. |
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* Project Business Objective: Track
the certification of recycling operators and material processors. * Short-term resource augmentation
to assist with the implementation of Oracle E-Business Suite R12 system. Working in most of the mid-project
business analyst tasks: (a) performing configurations, (b) writing up
functional specifications for conversions, interfaces, and reports (by
working with users on requirements) and creating high-level technical design
documents, (c) generating test scripts, (d) performing tests (prior to user
approval), and (e) producing training materials, etc.. This phase of the project focuses on
implementing a set of the Oracle CRM modules such as TeleService/Case
Management (CS) and Install Base (CSI). |
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Project Characteristics: * Implementing CRM modules into the
existing R12 instance. * Interfacing data to external
third party systems. |
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8/2008 – 3/2009 |
Wind River - Alameda, California, U.S.A. |
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Environment: Oracle E-Business Suite [R11i (11.5.9+); Service
Contracts/Contracts Core (OKS/OKC), Installed Base (CSI)], Siebel, Oracle (9i): PL/SQL, SQL. Toad, Windows XP. |
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Business: Designs, produces, sells, and
supports embedded software products. |
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* Project Business Objective:
Automate the sales of software TERM licenses within Oracle. * Designing changes to the existing
Oracle Applications (E-Business Suite) R11i system and itÕs related custom
sub-systems (including Siebel and a custom licensing customer portal). Executing the full project life
cycle: requirements gathering, design, configuration changes, technical
specifications, generating test scripts, documentation, training, etc.. Primary Oracle modules involved:
Contracts/Service Agreements area (Service Contracts and Contracts Core)
(OKS/OKC) and Install Base (IB/CSI).
Also considering impacts to: TeleService (CS), iSupport (IBU), and
Customers Online (OCO/IMC). * Working in the same role on a
follow-on project to update the licensing model within all of Wind RiverÕs
internal business systems (Oracle E-Business Suite 11i and Siebel). |
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Project Characteristics: * Interfacing new orders from
Siebel into 11i Order Management (OM); Customer information interfaces
to/from Siebel and 11i via an Oracle Customer Data Hub (CDH) system; Service
Contract (SC) renewals are quoted/processed in Siebel where the information
about the prior yearÕs SC (products & pricing) is systematically pulled
from the 11i SC module; When SC
renewals are ready to bill, information is submitted from Siebel into 11i SC
and billed in 11i AR. * Customers receive licensing
information from a custom licensing web portal (data interfaces from Oracle
Install Base (IB) to this portal so it can presented to customers). |
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(See below [3/2004] for more
information about my prior work at Wind River.) |
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11/2007 – 6/2008 |
TIBCO Software – Palo Alto, California,
U.S.A. |
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Environment: Oracle E-Business Suite [R11i (11.5.10); Service
Contracts/Contracts Core (OKS/OKC), Installed Base (CSI)], Oracle (9i): PL/SQL, SQL. Toad, HP ITG (Mercury), BMC Service Request
Management, CCC/Harvest (CA Software Change Manager), Windows
XP. |
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Business: Develops and sells integration
software. |
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* Techno-Functional lead analyst on
the project to implement TIBCOÕs Maintenance Renewal process into the Oracle
11i application. Charged with
all tasks related to implementing the Service Contracts (SC/OKS/OKC) and
Install Base (IB/CSI) modules: gathering business requirements, identifying
gaps, design solutions to resolve gaps in the standard Oracle system,
configuration/setup, testing, training, and all documentation. |
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* Planned and implemented the data
conversion methodology and programs to bring Installed Base (IB) instances
(software licenses) and Service Contracts (SCs) (service agreements and
maintenance) from a legacy system into the Oracle 11i application. Designed an interface to send
entitlement information from SC/IB/OM Oracle 11i to Digital River (for
Electronic Software Download entitlements) and to Siebel (for support
entitlement verification). |
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Project Characteristics: * Re-implement entire Order-To-Cash
(OTC) process for both: [A] new software license sales (perpetual licenses
and term licenses) so that Oracle 11i OM is used, as well as [B] maintenance/service
agreement quoting and renewals so that 11i Service Contracts is used. * Interface 11i OM order and 11i SC
renewal (entitlement) information to the system providing electronic software
downloads to customers (Digital River); Interface 11i AR invoices (for both
orders and SC renewals) to Siebel system for use in technical support and
reporting. |
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9/2006 – 10/2007 |
Advent Software - San Francisco, California,
U.S.A. |
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Environment: Oracle E-Business Suite [R11i (11.5.10); Installed Base
(CSI), Service Contracts/Contracts Core (OKS/OKC), Order Management (OM/ONT),
Inventory (INV)], Oracle (9i): PL/SQL, SQL. Toad, Windows XP. |
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Business: Develops and sells investment
management software and portfolio data services. |
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* Working as a business analyst for
the final 6 months of a project to expand the implementation of Service
Contracts (SC/OKS/OKC) and Install Base (IB/CSI). Involved in testing (both standard functionality and
custom functionality), working with Oracle on bugs, developing new business
processes, writing training documentation, and configuring the application
during go-live. |
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* Functional lead on the Phase 2
project which will deliver a number of Service Contract enhancements, as well
as preparing the system to interface data to a data warehouse (OLAP). |
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* Functional lead on the Oracle
11.5.8 to 11.5.10.2 upgrade project for the following areas: IB, SC, Advanced
Pricing, and integration of Oracle to ONYX CRM. |
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* Analyst on a project to deliver
AdventÕs software to customer as Electronic Software Downloads (ESD). Working on integration between Oracle
Applications and IntrawareÕs SubscribeNet Electronic Software Delivery
Solution. |
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(See below [4/2005] for more
information about my prior work at Advent Software.) |
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1/2006 – 9/2006 |
VMware – Palo Alto, California,
U.S.A. |
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Environment: Oracle E-Business Suite [R11i (11.5.10); Service
Contracts/Contracts Core (OKS/OKC), Installed Base (CSI)], Oracle (9i): PL/SQL, SQL. Toad, Windows XP. |
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Business: Develops and sells virtualization
software. |
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* Techno-Functional consulting on
the project to implement VMwareÕs Order to Cash process into the Oracle 11i
application. Charged with all
tasks related to implementing the Service Contracts (SC/OKS/OKC) and Install
Base (IB/CSI) modules: gathering business requirements, identifying gaps,
design solutions to resolve gaps in the standard Oracle system,
configuration/setup, testing, training, and all documentation. |
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* Designing and implementing the
data conversion methodology to bring Installed Base (IB) instances and
Service Contracts (SC) from a legacy system into the Oracle 11i
application. Designing an
interface to send entitlement information from SC/IB Oracle 11i to Siebel so
those can be used by the support organization to verify a customerÕs right to
support. |
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Project Characteristics: * Converting customers from 3
legacy systems; cleansing customer data with Dun and Bradstreet services. * Interfacing Install Base and
Service Contract information from 11i to a customer web portal and to a
Siebel system for Service Request entitlement and tracking. * Implementing iStore as part of
this Order to Cash process; this allows customer to place orders (product and
services) on the web. |
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11/2005– 12/2005 |
Coherent – Santa Clara, California,
U.S.A. |
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Environment: Oracle E-Business Suite [R11i (11.5.10); Installed Base
(CSI), Service Contracts/Contracts Core (OKS/OKC), TeleService (CSS), Field
Service (CSF), Depot Repair (CSD)], Oracle (9i): PL/SQL, SQL. Toad, Windows XP. |
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Business: Manufactures Lasers. |
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* (This project to implement Oracle
11i CRM into an existing 11i (11.5.10) environment was suspended before it
was instantiated into production.) |
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* Techno-Functional consulting on
the project to implement Oracle CRM including: Install Base (CSI), Service
Contracts (OKS/OKC), TeleService (CSS), Field Service (CSF), and Depot Repair
(CSD). |
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* Leading a 4-person development
team. Interfacing between
development team and users.
Resolving system issues with functional setup or technical work
(customization or extensions). |
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* Designing and coordinating all
data conversion development/testing tasks (for IB instances with Counters,
Warranties, Service Agreements, and Service Contracts with Charges) and
custom development items (e.g., Field Service Debrief customizations to
facilitate data flow to order management (OM) and cost tracking). |
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4/2005 – 11/2005 |
Advent Software - San Francisco, California,
U.S.A. |
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Environment: Oracle E-Business Suite [R11i; Installed Base (CSI),
Service Contracts/Contracts Core (OKS/OKC), Order Management (OM/ONT),
Inventory (INV), Bill of Materials (BOM)], Oracle (9i): PL/SQL, SQL. Toad, Windows XP. |
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Business: Develops and sells investment
management software and portfolio data services. |
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* Consulting on a project to move
AdventÕs customer product install base and service contracts from an Onyx
legacy system into Oracle Applications.
Designing a complete re-architecture of inventory items and bill of
materials (BOM) to support all product and service sales, billing, and
renewal from the Oracle system.
New processes in Order Management (OM) so customer licensed software
ends up in the Installed Base (CSI) and Maintenance ends up in Service
Contracts (OKS/OKC). |
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* Documenting business
requirements; Data design and process re-engineering to fit with the Oracle
system; Prototype new business processes; Design legacy data conversion;
Configure applications; Create test scenarios. |
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* Developed custom programs: (1) a
program to send out updated software versions to entitled customers (utilizes
the standard Oracle order API to create and book orders) (results in a mass
shipment of the new software version to customers) (PL/SQL – 6000+
lines) and (2) a program to process a flat file containing inventory (INV)
and bill of material (BOM) data into the open interface tables to load these
items (utilizes the standard Oracle API for Importing Inventory Items,
Inventory Categories, and BOMs) (results in items loaded without users having
to manually enter them into Oracle) (PL/SQL – 3000+ lines). |
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2/2005 - 3/2005 |
Xilinx - San Jose, California, U.S.A. |
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Environment: Oracle E-Business Suite [R11i; Installed Base (CSI),
Service Contracts/Contracts Core (OKS/OKC), Trading Community Architecture
(TCA), Accounts Receivable (AR)], Oracle (8i): PL/SQL, SQL. Toad, Windows 2000. |
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Business: Designs and produces programmable
logic devices (PLDs), and software tools for these devices. Provides world-wide solutions,
support, and service for PLDs. |
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* Implemented Oracle Customers
Online (OCO/IMC) module. This
included enabling Data Sharing and Security (DSS) for OCO and Customer
Standard in AR so that users would not be able to modify restricted data as per
SOX requirements. |
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* Post-production troubleshooting
and analysis of business process issues within: Service Contracts (OKS),
Install Base (CSI), and TCA/Customer Master. Gather requirements, write functional (MD050) and technical
(MD070) specifications, provide recommendations for user challenges, and
implement process and system modifications. (Utilized Oracle's Application Implementation Method (AIM)
approach, and documented the process using AIM guidelines.) |
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3/2004 – 11/2004 |
Wind River - Alameda, California, U.S.A. |
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Environment: Oracle E-Business Suite [R11i (11.5.9+); Service
Suite/TeleService/Service Requests/Customer Support/Customer Care/Installed
Base (CS/CSS/CSC/CSI/CSE), Customers Online (OCO/IMC), Trading Community
Architecture (TCA/HZ), Service Intelligence (BIV), Service
Contracts/Contracts Core (OKS/OKC), iSupport Self-Service (IBU), CRM
Foundation (JTF), Application Object Library (AOL/FND), Concurrent Manager,
Flexfields], Oracle (9i): PL/SQL, SQL. Toad, Windows XP. |
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Business: Designs, produces, sells, and
supports embedded software products. |
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* Managed all aspects of
implementing the Customer Relationship Management (Oracle CRM) suite within
the Oracle Applications (E-Business Suite) R11i project; included the
following business flows: ÒCall to ResolutionÓ, ÒClick to ResolutionÓ, and
ÒContracts to RenewalÓ.
Performed the full configuration, testing, documentation, training,
and post-production support for the following modules: CRM foundation (JTF:
Tasks, Resources, and Escalation Management), the TeleService area (Service,
Customer Support, Enterprise Install Base, Service Requests, Solution
Management System, Customer Care, Contact Center) (CS/CSS/CSI/CSE/CSC),
Customers Online (OCO/IMC), Contracts/Service Agreement area (Service
Contracts and Contracts Core) (OKS/OKC), and iSupport (IBU). Coordinated implementation details
with 4 other functional track leads in the areas of ÒRecord to ReportÓ
(Financials), ÒProcure to PayÓ (Manufacturing), ÒOrder to CashÓ
(Distribution), and ÒRecruit to RetainÓ (HRMS). The main business goal of implementing the CRM/Service
modules was to effectively manage customer service contracts and entitlement. |
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* Worked on all phase of the
project life-cycle: (1) Gathered all business requirements in the service
provider/service logistics area.
(2) Designed training materials to bring users up to speed with the
standard system functionality.
(3) Performed an initial configuration of the system to support
training and demonstration activities.
(4) Final design incorporated business processes throughout the
Support organization. (5)
Completed configuration and setup to meet these needs. (6) Three cycles of testing
performed: conference room pilots (CRPs) 1 and 2 and user acceptance testing
(UAT). (7) Trained
super-users. (8) Supported all
go-live activities and post-production troubleshooting. * These activities where done
within the R2i implementation methodology since this project was lead by
BearingPoint. |
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Project Characteristics: * Global implementation for 12
operating unit dispersed in the Americas, Europe (EMEA), and Asia (APAC)
completed in 6 months. * Re-implementation Oracle
Applications from legacy 10.7 system (and other custom and third party
systems) to 11i (11.5.9). * Customer Master re-engineered
from 10.7 to 11i TCA with de-duplication, address verification, and DUNS
number assignment using Dun and Bradstreet (DNB) services. * Converted the following data from
legacy systems into 11i: Service Requests, Installed Base Instances and
Systems, Service Contracts, and Customers. * Orders for new Service Contracts
come from Siebel (into 11i OM); renewals are completed using the 11i Service
Contracts module directly; pricing occurs using Advanced Pricing (QP). |
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6/2003 - 12/2003 |
Xilinx - San Jose, California, U.S.A. |
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Environment: Oracle E-Business Suite [R11i; Trading Community
Architecture (TCA), Service Contracts/Contracts Core (OKS/OKC), Installed Base
(CSI), Order Management/Entry (OM/OE), Accounts Receivable (AR), Service
Requests (CS), iSupport Self-Service (IBU), Customer Care (CSC), CRM
Foundation (JTF), Application Object Library (AOL/FND), Concurrent Manager,
Flexfields], Oracle (8i): PL/SQL, SQL. Toad, Windows 2000. |
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Business: Designs and produces programmable
logic devices (PLDs), and software tools for these devices. Provides world-wide solutions,
support, and service for PLDs. |
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* Analyze, design, configure, test,
and implement a pilot project to re-architect Xilinx's existing customer
model into the Oracle 11i TCA (Trading Community Architecture)
framework. Insure that TCA is
implemented correctly, and new customers are structured properly, so that:
(1) existing functionality and business processes (in the areas of Orders,
Contracts, Installed Base Instances, and Invoices) are improved, and (2)
future CRM module implementations can take advantage of this new TCA
framework. Performed prototype
implementations of the following CRM modules in an 11.5.9 instance: iSupport
(IBU), Service Requests (CS), Customer Care (CSC), Customers Online
(OCO/IMC), and CRM Foundation (JTF). |
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* Post-production troubleshooting
and analysis of Service Agreements/Contracts (including Service Contracts and
Contracts Core (OKS/OKC) modules), Install Base (CSI), TCA, and tax issues
with Contracts (AR). Full
life-cycle from requirements to specifications to testing to deployment using
OracleÕs AIM approach. |
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* Custom development to call
standard APIs in the Installed Base (CSI) and Contracts (OKC/OKS)
modules. This custom process
updates installed base instances and contract records to reflect correct
ownership information for drop ship orders (PL/SQL). |
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* Design, prepare, and conduct
workshops and training sessions for Service Contracts (OKS) module users to
provide them with short cuts and point out lesser-known features so they can
improve their day-to-day productivity. |
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* Analysis of system and process
improvements allowing users to perform more transactions, in less time, with
better quality. Areas researched
include: Oracle Customers Online (OCO/IMC) module, TCA framework, Service
Contracts templates, and other CRM areas. |
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3/2003 - 4/2003 |
Neptium (now ShipGenie) - Santa Clara,
California, U.S.A. |
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Environment: Oracle E-Business Suite [R11i; Order Management/Entry
(OM/OE), Shipping Execution (WSH), Inventory (INV), Application Object
Library (AOL/FND), Concurrent Manager, Flexfields], Oracle (8i): PL/SQL, SQL. Toad, Windows XP. |
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Business: Develops software systems that
extended functionality of ERP systems. |
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* Development, configuration, and
testing of interfaces from Neptium's various systems to Oracle Applications
(including the Order Management (OM/ONT), Shipping Execution (WSH), and
Inventory (INV) modules among others) (PL/SQL). |
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8/2002 - 3/2003 |
ShopNBC
(NBC/GE/ValueVision Media) - Eden Prairie, Minnesota, U.S.A. |
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Environment: Oracle E-Business Suite [R11i; Order Management/Entry
(OM/OE), Shipping Execution (WSH), Inventory (INV), Order Capture (ASO),
Workflow, Application Object Library (AOL/FND), Concurrent Manager,
Flexfields], Oracle (8i): PL/SQL, SQL. UNIX (AIX), SQLNavigator, Windows 2000. |
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Business: E-Retail; B-to-C; web storefront
and telephone sales direct to end customers. |
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* Techno-functional troubleshooting
of the Shipping Execution (WSH), Order Management (OM/ONT), and Inventory
(INV) modules within Oracle Applications. Working on issues related to pick release, pick confirm,
deliveries, reservations (hard, soft, ATP), backorders (B/O), interfacing to
3rd party warehouse /packaging systems (ALS and FedEx), and ship confirmations
(WSH, ONT, INV). Methodological
identification of issues starting from order initiation to ship confirmation
and closing of order line.
Analysis of all scenarios/paths an order line can go through, and
issues that may occur during the full lifecycle of an order. Changes in configuration to Shipping,
OM, and INV setups as needed to address issues, improve performance, and
ensure proper flow of data to 3rd party systems. |
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* Analysis of customizations and
enhancements: evaluate design, quality, stability and maintainability of
custom code developed to fill gaps between standard Oracle Applications
functionality and business requirements. Recommend and implement solutions as needed (PL/SQL). |
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* Authoring SQL and PL/SQL scripts
to analyze underlying data for inconsistencies and integrity issues; focus on
querying data associated with order lines, deliveries, delivery assignments,
and reservations (both custom and standard) to find data issues, create a
plan to resolve the problems, and then test and implement the solution. |
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6/2002 - 7/2002 |
Ultratech Stepper - San Jose, California, U.S.A. |
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Environment: Oracle E-Business Suite [R11i; CRM; Service
Suite/TeleService/Customer Support/Customer Care/Installed Base
(CS/CSS/CSC/CSI/CSE), Service Contracts/Contracts Core (OKS/OKC), Field
Service (CSF), Spares Management (CSP), CRM Foundation (JTF), Trading
Community Architecture (TCA), Workflow, Application Object Library (AOL/FND),
Concurrent Manager], Oracle (8i): PL/SQL, SQL. UNIX (Sun), Windows 2000. |
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Business: Capital goods manufacturing for
the silicon chip industry; B-to-B; international business units;
maintenance/repair/service/support; service contract sales. |
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* (This project to implement Oracle
11i was terminated after the investigation, planning and training phases, so
the project was not implemented in production.) |
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* Managed all aspects of starting
the Customer Relationship Management (Oracle CRM) suite implementation within
the Oracle Applications (E-Business Suite) R11i project. Performed the initial configuration,
testing, documentation, and training of the following modules: the CRM foundation
(JTF: Tasks, Resources, and Escalation Management), the TeleService area
(Service, Customer Support, Enterprise Installed Base, Service Requests,
Solution Management System, Charges, Customer Care, Contact Center)
(CS/CSS/CSI/CSE/CSC), Contracts/Service Agreement area (what at that time was
called Contracts for Service and Contracts Core) (OKS/OKC), Field Service
(CSF), and Spares Management (CSP).
Coordinated implementation details with 4 other functional track leads
in the areas of Financials, Manufacturing, and Distribution. The main business goal of
implementing the CRM/Service modules was to effectively manage customer
service contracts, entitlement, and field service (including charging
customers as needed). |
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* Worked with users on business
requirements in the service provider/service logistics area. Designed training materials to bring
users up to speed with the standard system functionality. Performed an initial configuration of
the system to support training and demonstration activities. These activities where done within
the R2i implementation methodology since this project was lead by BearingPoint/KPMG
Consulting. |
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6/2001 - 9/2001 |
Managed Storage International (now Incentra Solutions) - Broomfield, Colorado, U.S.A. |
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Environment: Oracle Applications [R11i; CRM; Service/Service
Online/Customer Support/Installed Base (CS/CSS/CSE/CSI), iSupport
Self-Service (IBU), CRM Foundation (JTF), Trading Community Architecture
(TCA), Customer Intelligence-OCI (BIC), Universal Work Queue (IEU), Customer
Care (CSC), Interaction Center, Workflow, Application Object Library
(AOL/FND), Concurrent Manager, Flexfields], Oracle (8i): PL/SQL, SQL, Workflow Builder, iDeveloper, Discoverer. UNIX (Sun), Windows 2000. |
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Business: Data storage solutions and
services; B-to-B; indirect sales to end customers via resellers; reselling
third party products and services; maintenance/repair/service/support;
service contract sales. |
|
|
* Lead a 3-member team in the
accelerated implementation of Oracle Applications (E-Business Suite) R11i in 60
days. Performed the installation
of the following modules: components in the Oracle CRM foundation (JTF; e.g.,
Tasks, Resources, and Interactions), the Trading Community Architecture
(TCA), the Service/Service Online and Support modules (e.g., Install Base,
Knowledge Base, and Service Requests) (CS/CSS/CSE/CSI), the iSupport
Self-Service module (IBU), Customer Care (e.g., Contact Center) (CSC),
Universal Work Queue (IEU), and Customer Intelligence (BIC/OCI); additionally
implemented shared elements of Accounts Receivables (AR), Order Management
(OM/ONT), Contracts (OKC/OKS), Inventory (INV), General Ledger (GL), and
Human Resources (HR/PER/HRMS) to allow the full functioning of the
CRM/Service components. Implementation
focused on providing service support (case management) personnel the ability
to efficiently track service requests (trouble tickets) based on entitlement
and maintain field equipment configurations (Installed Base). |
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* Responsible for all functional
aspects of the project: Analysis of user business requirements; Creation of a
functional gap document; Construction of a design document that includes: (1)
connection points between Oracle Applications and other business systems and
(2) the mapping of business processes within Oracle Applications; Produced a
configuration document outlining all setups to achieve a system matched to
the business processes (including both Oracle Service/Support modules as well
as shared Financial and CRM modules). |
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* Creation of test script
documents; lead the conference room pilot (CRP) phase of the project using
these testing scenario documents. |
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|
* Wrote a training guide for users,
and used this guide to conduct training sessions. |
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|
* Developed custom workflows for
tracking service requests, and notifying users about the status of these
service requests (Workflow Builder). |
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|
* Worked with Discoverer so users
would have the ability to generate ad-hoc reports. |
|
|
* Designed a custom Application
Program Interface (API) to import service requests into Oracle Applications
(Service module) based on events/problems that occur in a HP OpenView
monitoring system (PL/SQL). |
|
|
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|
1/2001 - 5/2001 |
Bluelight.com (now part of Kmart) - San Francisco, California,
U.S.A. |
|
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Environment: Oracle Applications [R11; Order Entry/Management
(OE/OM), Accounts Receivable (AR), Inventory (INV), Accounts Payable (AP),
Purchasing (PO), Application Object Library (AOL/FND), Concurrent Manager,
Flexfields], Oracle (8, 8i): PL/SQL, SQL, SQL*Loader, Developer/2000, Forms (4.5). UNIX (Sun), Windows 2000, ClearCase, ClearQuest, TOAD, DBArtisan, Korn/C/Bourne shells. |
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|
Business: E-Retail; B-to-C; web storefront
sales direct to end customers. |
|
|
* Enhancements to a custom system
that automatically creates Return Material Authorization (RMA) orders within
the Order Entry/Management (OE/OM) module. Implemented a front end for internal users in Forms
4.5. Major revisions to the
process which creates the RMA (after many validations against various data
including original order and invoice, previous adjustments and returns, and
restocking fees) so that the process automatically (without user intervention)
receives the return into Inventory (INV), and pushes the appropriate credit
memo to Accounts Receivable (AR), and creates the payment in Accounts Payable
(AP) (PL/SQL). |
|
|
* Implemented changes to the custom
interface (PL/SQL) that sends pick tickets from the OE/OM module (based on
the delivery shipping model; WSH) to a vendorÕs warehouse management system
(WMS). Extensive architectural
changes and enhanced error checking.
Also enhanced the custom ship confirmation process which takes ship
confirmations from the vendorÕs WMS, and loads them into the standard Oracle
Applications interface tables (Open Shipping Interface) so the data can be
populated (via the standard Oracle API) into the OE/OM module. This process also includes custom
code to store multiple tracking numbers. |
|
|
* Trouble shooting of order and
customer import into Oracle Applications from a web storefront database. Process uses the standard Order
Import and Customer Import as provided by the Oracle Applications, in addition
to custom built extensions. |
|
|
* Maintenance of custom returns
processing code (PL/SQL, SQL*Loader).
This code tracks the final disposition of returns (salvage, charity,
return to vendor), and associates inventory adjustments with accounting codes
so costs can be tracked in the General Ledger (GL). |
|
|
* Changes to UNIX shell scripts
that send files via an electronic messaging system (EMS). |
|
|
* Manage programs in the
Application Object Library (AOL/FND) that run all above processes, transfer
files to and from Kmart, and have incoming files properly loaded into the
Oracle Applications database (Concurrent Manager). |
|
|
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|
10/1997- 12/2000 |
GE Access (originally Access
Graphics - now Avnet Technology Solutions) - Boulder, Colorado, U.S.A. |
|
|
Environment: Oracle Applications [R11i, R10.7 NCA, R10.7, R10.6; Order
Entry (OE/OM), Service/Installed Base/Support/Contracts
(CS/CSS/CSI/CSE/OKC/OKS), Electronic Commerce/EDI Gateway (EC), Accounts
Receivable (AR), Inventory (INV), Accounts Payable (AP), General Ledger (GL),
Purchasing (PO), Bill of Materials (BOM), Alerts (ALR), Application Object
Library (AOL/FND), Concurrent Manager, Flexfields], Oracle (7.x, 8, 8i): SQL, PL/SQL, Pro*C, SQL*Loader, Developer/2000, Forms (4.5), Reports (2.5), Designer/2000, Browser/Query Builder, Discoverer. C, C++, UNIX (Sun), NT, PVCS, Kintana/Chain Link (Kintana Create/R*I, Kintana
Deliver/A*I, O*M), MS Access, Remedy (Call Tracker), Lotus. |
|
|
Business: Value added distributor (VAD);
B-to-B; indirect sales to end customers via resellers (VARs); reselling third
party products and services; service/support; service contract sales. |
|
|
* Coordination/Team Lead of
16-member development team on all technical aspects of implementing the
Oracle Service module (including Service, Support, Installed Base, and
Contracts - CS/CSS/CSI/CSE/OKC/OKS – all of which would eventually
become a part of the CRM suite) with customizations and extensions;
involvement in all stages of the systemÕs development lifecycle (12 months);
project followed the Six Sigma (6 Sigma) methodology for quality assurance. |
|
|
* Manage all development aspects of
an Oracle Applications R10.6 to R10.7 upgrade (installation included 10
Financial and Manufacturing modules); coordination of a 7-member development
team; evaluate and implement changes to all customizations and extensions. |
|
|
* Directed a 4-member development
team in the gap analysis, architecture, and interface design for integrating
the new MOVE warehouse management system (WMS) (a 3rd party
product from Optum) with the existing Oracle Applications installation. |
|
|
* Analysis of upgrading from Oracle
Applications R10.7 to R11i. |
|
|
* Development of EDI exports and
imports with the Oracle EDI Gateway (EC) and custom built extensions in
Pro*C, PL/SQL, and C++/DBTools. |
|
|
* Creation of various Oracle Alerts
(ALR) to inform internal users of certain events, or to notify customers of
account status (e.g., all active service contracts). |
|
|
* Evaluation and implementation of
changes to financial reports and background processes (Reports 2.5, PL/SQL)
to accommodate a modification in the fiscal calendar. |
|
|
* Design and implementation of
reporting components (Forms 4.5; PL/SQL; Reports 2.5) for Oracle Applications
modules and parts of the custom CRM system. |
|
|
* Development of database objects
(packages, procedures, triggers, views, etc.) to provide custom functionality
within the Oracle Applications, CRM, and data warehouse databases. |
|
|
|
|
2/1996 - 9/1997 |
U S WEST
Communications
(now Qwest
Communications) - Denver, Colorado, U.S.A. |
|
|
Environment: Oracle (7.x): Pro*C, OAS (Oracle Application Web Server), SQL, PL/SQL, Forms (4.5). C, UNIX (Sun, HP), Korn/C/Bourne shells, NT, MVS, HTML (3.0), JavaScript, Netscape, SAS, CVS/RCS, DDTS. |
|
|
Business: Telecommunications provider;
B-to-B and B-to-C; direct sales of phone products and services to end
customers; installation/repair/maintenance/service/support. |
|
|
* Intranet web-OLAP application
design and development using the Oracle Application Server (OAS) (PL/SQL
toolkit) and SAS (data manipulation, charting). |
|
|
* Design and creation of a custom
Oracle data warehouse. |
|
|
* Performed a conversion of data
from a legacy system to Oracle.
Built a custom ETL Tool (Extraction, Transformation, and Loading tool)
(10K lines of Pro*C). |
|
|
* Creation of C programs for UNIX
to MVS mainframe socket communication. |
|
|
|
|
7/1995 - 1/1996 |
Agricultural Ministry of
Bavaria -
Munich, Germany. |
|
|
Environment: Mac OS, MS-Office. |
|
|
* Preparation of all documentation
for Project SYBIL (see below). |
|
|
|
|
7/1992 - 6/1995 |
Laboratory of
Information Technology (at the University of
Trento) - Rovereto, Italy. |
|
|
Environment: C, UNIX (Sun, NeXT, SGI), X Windows, Oracle, SQL, Pro*C, MS-Windows, Mac OS, DSS, Models, AI, Pascal, FORTRAN. |
|
|
* Responsible for full-life cycle
management of a GUI-based DSS. DSS development in C (20,000+ lines). Interfaced to Oracle via Pro*C. |
|
|
|
|
3/1995 - 5/1995 |
Danish Institute of Plant
and Soil Science (DIPSS) - Tjele, Denmark. |
|
|
Environment: UNIX (Sun), Mac OS, HTML, Netscape. |
|
|
* WWW site
construction/consultation for EC Project EUNITA. |
|
|
|
|
8/1990 - 6/1992 |
National Center
for Supercomputing Applications (NCSA) - |
|
|
Software Engineer/Maintainer - Computational
Chemistry. |
|
|
Environment: UNIX (Sun, SGI), UNICOS (Cray), AIX (IBM RS/6000), C/Bourne shells, C, X Windows, GUI, Mac OS. |
|
|
* Designing user interfaces to
chemistry and finite element modeling programs. |
|
|
Researcher (independent graduate work). |
|
|
Environment: UNIX (Sun), UNICOS (Cray), VMS (VAX 8600), Mac OS, C, Pascal, FORTRAN, AI, GA, NN, Modeling. |
|
|
* Creation of a traffic control
system that utilized a genetic algorithm (GA). |
|
|
|
|
5/1990 - 8/1990 |
Covia (then Galileo
International and now Travelport)
- Englewood, Colorado, U.S.A. |
|
|
Environment: VM & MVS (IBM mainframes), SAS, MS-Windows, MS-DOS. |
|
|
* Utilized the SAS statistical
system to analyze mainframe performance. |
|
|
|
|
5/1988 - 5/1990 |
Ball Corporation - Westminster, Colorado, U.S.A. |
|
|
Environment: MS-DOS, Primavera (Scheduling), CAD. |
|
|
* Maintained electronic PERT models
for can plant construction projects. |
|
6/1992 - 7/1992 |
Database Designer/Developer
(Consultant) - |
|
|
Environment: MS-DOS, R:Base (RDBMS), SQL. |
|
|
* Designed and implemented an
inventory database (RDBMS) to be used at can plants. |
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