April 2017 - June 2023
Master Data Management Consultant, Assistant Operations Lead
Roles and Responsibilities:
Assistant Operations Lead
(June 2021 – Present)
• Subject Matter Expert in multiple Service Areas (Customer Master, Material Master, Material Determination, Plant Maintenance)
• Acted as one of the Operations Lead and serves as the Point of Contact for any escalation of procedural matters.
• Handles maintenance of Master Data and Transactional Data in an ERP System (SAP ECC)
• Works hand and hand with Service Delivery Lead and Operations Lead for service improvement and process gaps.
• Directly communicates with the client via calls, emails, and/or meetings.
• Provides proper data management for the business to have a holistic view of Supply Chain processes.
• Performs Requests and Incident Management
• Performs Project Management (familiarity with JIRA)
• Serves as one of the ‘testers’ of a Project pre-production or prior User Testing
• Prepares and creates Project Documentation.
• Ensure process and data integrity for master data by working and communicating with all appropriate teams and workgroups.
• Create, load, and maintain master data manually and bulk via LSMW.
• Handles Shift Scheduling which includes managing staff scheduling, planning, and first approver of planned leaves.
• Handles Reporting which includes preparing and monitoring of operation’s internal and external reports and sees to it that these are being submitted on the agreed frequency.
• Prepares time-tracking metrics and participates in providing the team’s individual accomplishments and feedback.
• Participates in overseeing innovation and automation initiatives.
• Handles Onboarding tasks which include preparation and discussion of the training plan.
• Serves as the Primary Point of Contact that leads the investigation of the issues concerning the Service Area.
• Conducts meetings to ensure that everyone is aligned with the Service Area processes.
• Monitors Service Area requests to ensure SLA compliance.
• Prepares and updates process documentation.
• Trains new hires and cross-trainees.
• Performs data accuracy check by running Data Info Steward.
Technical Solutions Representative III
(April 2017 – October 2018)
• Incident Management and Request Fulfillment experience
• Troubleshooting and resolving service interruptions or availability-impacting issues
• Answering client queries via emails and calls
• Interacts and coordinates with other departments to resolve customer issues
IAM Operations Business Process and Data Governance
• Incident and Request Fulfillment Management and Standard Monitoring
• Regulates access to systems based on the roles of individual users within the enterprise.
• Manages access and removal of user ADMIN privileges
• Manages access and removal of user’s access via Non-SAP and SAP application
• Manages failed services provisioning and account setup processes in Active and Enterprise Directories
• Familiarity with LDAP and SAG Batch Tool.
• Familiarity with itAccess platform usage and functions.
• Utilization of SQL Server and Visual Basic via Clean-Ups
SAP Security Administration
• Basic awareness of role maintenance
• Manual creation of accounts within the SAP environment.
• Roles Maintenance which includes removal and provisioning of requested SAP roles.
Previous Relevant Work Experience:
Alorica Teleservices, Inc.
Technical Support Representatives
Mar 2016 - Feb 2017
• Incident Management and Request Fulfillment experience
• Logs and Creates user requests in Ticketing Tool (ServiceNow)
• Troubleshooting and resolving service interruptions or availability-impacting issues
• Answering client queries via emails and calls and chat.
• Interacts and coordinates with other departments to resolve customer issues.
• Provides constant updates to the end-user until the issue is resolved.
Radiant Global HD Inc.,
Technical Support Representative
May 2014-January 2016
• Incident Management and Request Fulfillment experience
• Logs and Creates user requests in Ticketing Tool (ServiceNow)
• Troubleshooting and resolving service interruptions or availability-impacting issues
• Answering client queries via emails and calls and chat.
• Interacts and coordinates with other departments to resolve customer issues.
• Provides constant updates to the end-user until the issue is resolved.
