Tel: 510-538-5653 Email:

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Customer support management professional with strong SAP ERP business background
and over 20 years experience partnering with customer service and sales adminis
tration organizations, program planning and implementation, account and order ma
nagement, customer retention and new process development to achieve the highest
level of internal and external customer satisfaction.
Key Accomplishments:
* SAP SUPER User, SAP Business owner and SAP IT liaison. SAP ERP 5.0. Modules S
D, MM, SM, FI, CS, BI/BW.
* Saved company many SAP IT hours and dollars by creating SAP documentation and
delivering SAP training to end users.
* Increased employee productivity by providing on demand support to SAP end use
rs and support to the SAPIT team to facilitate timely solutions to end user issu
es.
* Recognized as an effective and pro-active problem solver, driving issues to a
timely close.
* Recognized as a trustworthy, major contributor and lead member of many compan
y wide project teams, including SAP upgrades, SAP master data maintenance, CRM b
lueprint, GUIXT implementation, BI/BW reports for FI and Sales, SAP security rol
e review, sales administration training and various audit committees.
* Results orientated leader, decision maker and mentor who builds rapport and e
mpowers and influences others.
Professional Experience:
Hitachi High Technologies America, Inc. 2001-2009
Pleasanton, California
Products included Scanning Electron Microscopes, Semi-conductor test equipment,
service parts and field billable work, service agreements and associated accesso
ries.
Manager, Customer Support Administration 2002-2009
* Charter member of the cross-functional, multi-divisional SAP SUPERuser Team f
or 6 years. Worked with 9 divisions, supported 3 with SAP business issues and a
ssisted SAPIT Team with business issues, projects and testing new and changed fu
nctionality. Assumed a leadership role within this Team. This role was in addit
ion to core responsibilities.
* Department management responsibilities including managing all aspects of Call
Center Operations, order processing, contracts, invoicing, shipping schedules a
nd logistics arrangements and associated personnel issues.
* Directly supported over 120 Field Service management and service personnel, F
inance Material/Purchasing management and Regional Sales managers with SAP imple
mentations, support and essential information required for corporate planning.
* Primary administration contact for Key customer accounts, US government sites
(CCR, ORCA, WAWF) and customer web sites for orders and invoicing.
* Proficient in handling International subsidiaries with SAP and other business
issues.
* Managed and reported sales and service data as requested in a timely manner.
Order Processing Manager (formally Nissei Sangyo America) 2001-2002
* Department management responsibilities including managing all aspects of orde
r processing, contracts, invoicing, shipping schedules and logistics, AR/AP and
associated sales administration personnel issues
California Technology International, Inc.
Sunnyvale, California
Products included system consulting, scientific instrumentation and accessories,
complete beer brewing systems, accessories and raw materials.
Marketing Administration Manager 1993-2001
* Coordinated all marketing, sales and customer service operations.
* Managed all aspects of trade show and sales meetings activities.
* Facilitated market research and customer satisfaction surveys for domestic an
d international clients
* Managed office moves including layout, design, purchase and maintenance of eq
uipment
Kevex Instruments, Inc.
San Carlos, California
Products included energy dispersive X-ray systems, X-ray Fluorescence instrument
ation, parts and accessories.
Manager, Marketing and Sales Administration 1978-1993
* Department management responsibilities associated with product quotation, ord
er processing, shipping schedules, compliance with US export regulations, produc
tion and interface with Production Engineering. Managed general office staff and
sales administrators.
* Managed Key Accounts, including 25 International distributors. Complied worl
dwide sales data and provided monthly-published reports.
* Member of corporate-wide process implementation team which resulted in improv
ed efficiency and improved report generation.
* Coordinated all aspects of tradeshows, and sales meetings, including demonstr
ation equipment.
Education: University of California, San Diego
BA, Applied Mechanics and Engineering Science
Computer Skills: SAP ERP (ECC 5.0) modules: SD, MM, FI, SM, CS, BI/BW
Office software: Word, Excel, PowerPoint, SNAGIT, Outloo
k,
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