Berkeley,
California, USA [San Francisco Bay
Area]
E-mail:
mfoy@vitalita.com (or mfoy55@16mail.com)
Telephone:
+1-510-542-9865 [Pacific Time] (but best to contact via e-mail)
( Latest resume available at my URL: http://www.vitalita.com/staff/mfoy.html )
EXPERIENCE SUMMARY
Masters Degree
in Computer Science.
22+ years
experience as an IT consultant.
18+ years
experience with Oracle.
13+ years experience
with Oracle E-Business Suite /
Applications - Performing functional
and technical work mainly within the Customer Relationship Management
(CRM), Sales Force Automation (SFA), and Self-Service modules of Oracle
E-Business Suite (EBS) (Oracle Applications / Oracle Financials for Enterprise
Resource Planning (ERP)).
10+ 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
E-Business Suite; 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 E-Business Suite Implementations and Upgrades /
Functional Lead / Techno-Functional Consultant / Business Analyst / Architect /
Technical Lead ( Oracle / Oracle E-Business Suite: CRM, ERP, including Oracle R12
and 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: 10g, 9i, 8i, 8, 7.x, SQL, PL/SQL (18 yrs) |
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Oracle E-Business Suite (EBS) / Applications: R12, 11i,
R11, R10.7, R10.6 (13 yrs); Most
experience in Oracle Service/Customer Relationship
Management (CRM/JTF): Service/TeleService/Service Requests/Case Management/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, SCM, 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), 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: Pro*C, Oracle
Application Server (OAS), Oracle Developer and Oracle iDeveloper (including
Forms6i and Reports6i), Designer/2000 (18 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 (18 yrs)
& PL/SQL (16 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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WORK EXPERIENCE
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10/2010 – present |
Riverbed - San Francisco, California, U.S.A. |
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Environment: Oracle E-Business Suite [R11i
(11.5.10.2); Service Contracts/Contracts Core (OKS/OKC), Installed Base (CSI),
Order Management (OM/ONT)],
Salesforce.com (SFDC), Oracle (9i):
PL/SQL, SQL. Toad. |
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Business: Designs, produces, sells, and supports Wide Area Network (WAN)
optimization hardware and software solutions. |
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* Project
Business Objective: Enhance the Opportunity to Cash systems (Oracle EBS, Salesforce.com,
etc.) to accommodate new sales models and products (subscriptions services,
various billing frequencies (e.g., monthly billing), variable pricing based
on duration, custom configured products which include dynamically licensed
software, etc.). * Designing
changes to the existing Oracle Applications (E-Business Suite) R11i system
and its related systems (including Salesforce.com and a custom quoting
system). Gathering requirements,
designing solutions, configuration changes, setting up Proof of Concept (POC)
demos, designing customizations/extensions, testing solutions, generating
test scripts, writing documentation, etc. Primary Oracle modules: Service
Contracts (OKS) & Install Base (IB/CSI); Secondary:
Order Management (OM) & Accounts Receivable (AR). |
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Project Characteristics: * Interfacing
sales opportunities from Salesforce.com to a custom quoting system; quotes
move from custom quoting system into 11i Order Management (OM); Install Base
instances (licenses) are interfaces to a custom Òlicense key managementÓ
system; additionally, IB license information, along with related Service
Contract information, interfaces back to SalesForce.com as a secondary
archive (used by sales & technical support to verify entitlement). |
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4/2010 – 9/2010 |
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/Service Requests/Case Management (CS), Install Base
(CSI), Customer Care (CSC), Universal Work Queue (IEU), Customers Online
(OCO/IMC), Trading Community Architecture (TCA/HZ), CRM
Foundation/Tasks/Resources (JTF), iSupport (IBU), Collections (IEX)], Oracle (10g): PL/SQL, SQL, Discoverer. Toad. |
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Business: Oversees waste management and recycling regulations throughout the
state. |
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* Project
Business Objective: Track beverage manufacturers, recycling operators and
material processors with respect to certifications, violations, revenue,
reimbursements, etc.. * Working on
the implementation of Oracle E-Business Suite R12 system. Involved in the following business
analyst tasks: (a) performing configurations, (b) writing up functional specifications
for reports/alerts/customizations (including working with users on
requirements) and creating high-level technical design documents, (c)
generating test scripts, (d) performing quality assurance tests (prior to
user testing), and (e) producing training materials, etc.. This project phase focused on
implementing a set of the Oracle Service/CRM modules such as TeleService/Case
Management (CS) and Install Base (CSI). * Components
designed and tested include: (i) Customer conversion into TCA; (ii) Invoice
conversion into AR; (iii) Install Base instance conversion into IB; (iv)
Service Request and Task conversion into CS; (v) interfaces to and from IB;
(vi) customization to auto-generate service requests; and (vii) various
reports. |
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Project Characteristics: *
Implementing CRM modules into an R12 instance (modules previously installed:
Accounts Receivable (AR), Accounts Payable (AP), Trade Management (OZF),
Procurement (PO)). * Interfacing
data between Oracle R12 and 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. |
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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). |
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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. |
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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. |
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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. |
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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. |
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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. |
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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. |
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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. |
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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. |
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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. SQLNavigator. |
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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. |
|
|
Business: Capital goods manufacturing for the silicon chip industry; B-to-B;
international business units; maintenance/repair/service/support; service
contract sales. |
|
|
* (This
project to implement Oracle 11i was terminated after the investigation,
planning and training phases, so the project was not implemented in
production.) |
|
|
* 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). |
|
|
* 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. |
|
|
|
|
6/2001 - 9/2001 |
Managed Storage International (now Incentra
Solutions) -
Broomfield, Colorado, U.S.A. |
|
|
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. |
|
|
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). |
|
|
* 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). |
|
|
* Creation of
test script documents; lead the conference room pilot (CRP) phase of the
project using these testing scenario documents. |
|
|
* Wrote a
training guide for users, and used this guide to conduct training sessions. |
|
|
* Developed
custom workflows for tracking service requests, and notifying users about the
status of these service requests (Workflow Builder). |
|
|
* 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). |
|
|
|
|
1/2001 - 5/2001 |
Bluelight.com (now part of
Kmart)
- San Francisco, California, U.S.A. |
|
|
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). ClearCase, ClearQuest,
TOAD, DBArtisan, Korn/C/Bourne shells. |
|
|
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). |
|
|
|
|
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++, 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, Korn/C/Bourne shells, 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: 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, 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- Tjele,
Denmark. |
|
|
Environment: UNIX (Sun), 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. |
|
|
* Designing
user interfaces to chemistry and finite element modeling programs. |
|
|
Researcher (independent graduate work). |
|
|
Environment: UNIX (Sun), UNICOS (Cray), VMS (VAX 8600), 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. |
|
|
* Utilized
the SAS statistical system to analyze mainframe performance. |
|
|
|
|
5/1988 - 5/1990 |
Ball Corporation -
Westminster, Colorado, U.S.A. |
|
|
Environment: Primavera (Scheduling), CAD. |
|
|
* Maintained
electronic PERT models for can plant construction projects. |
|
6/1992 - 7/1992 |
Database
Designer/Developer (Consultant) - |
|
|
Environment: R:Base (RDBMS), SQL. |
|
|
* Designed
and implemented an inventory database (RDBMS) to be used at can plants. |
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