THELMA CORTES

353 Hunters Spur
St Louis, MO  63040
 [Send email to request phone number] 77-2112
[Send email using form at bottom]

PROFILE
Results oriented, team player who can significantly reduce costs & improve
organizational efficiency using skills in Enterprise Resource Planning (ERP),
Business Analysis, Project Management, Finance, and Training. Business Process
Improvement & Customer focused. Bilingual; Spanish and English

ACCOMPLISHMENTS
	Experience in development and production support in SAP BW/BI and for
different business requirements in SD, MM, and FI/CO (Netweaver 2004s/BI 7.0 and
BW 3.5). OLTP extractions from SAP R/3 using LO Cockpit, CO-PA, LIS, and Generic
Extractions (Basis Query) as well as extracting data from/to flat files using ETL
and Open Hub (Infospoke). Creating Views, Data Sources, InfoPackages, Process
chains, and Scheduling of data loading with Full/Initialization/Delta upload
method. 
	Designed queries in BEx Query Designer and created workbooks in the BEx
Analyzer using conditions, structures, calculated and restricted key figures,
character variables, formula variables and text variables. 
	Performance tuning -Support of Infocube management using Compression,
Rollup, Reconstruction, Indexes, Partitioning, Aggregates/Pre
calculation/Multiproviders.
	Skilled in the documentation of system and business requirements and
specifications, design and development of use and test-case scenarios and
root-cause analysis, developing test plans, conducting user acceptance testing,
training, and implementing new processes and technology.
	Solid experience in Change Management tools, automated test tools Quick
Test pro, Load Runner, Quality Center, and test result analyses. 
	Decreased the company’s Trouble Ticketing (REMEDY and TELESERVICE)
reported issues by 54% by implementing a tracking system to detect the impact and
resolve the issues within 12 hours.  
	Participated in financial planning, forecasting, and performance
measurement for the Engineering and IT departments with annual cost reduction of
10-20%.
	Successfully obtained SAS70 Certification type II (Auditing -
Sarbanes-Oxley).
	Developed monthly reports and presentations for the department and
senior management focusing on key business indicators of capital labor,
processes, and actual vs. budget expenditures.
	Made process improvement recommendations resulting in $500,000 savings
annually. 
	Negotiated and obtained $300,000 in discounts for maintenance and
support service renewals, recognized for playing integral role in decreasing
annual costs.  Increased productivity by more than 300% by designing a database
tracking system and composing departmental procedures to improve staff efficiency
by reporting capital labor and project status on a daily basis. 
	Reduced the company’s aged accounts receivable by 76%, outstanding
payments from 90 to 40 days and human capital by 25% by re-engineering business
processes, implementing company-wide policies, and designing and implementing a
custom Voucher Log. Developed and launched workforce management services to the
Sharepoint portal.

EDUCATION/TRAINING
SIUE,               Edwardsville, IL-2005       BS in Business with Minor in
CMIS 
Learn SAP      Training in SAP BW/BI, FICO

KEY SKILLS

	Data Warehouse: SAP BI 7.0, BW 3.5 
	ERP Packages: SAP R/3 4.6, SAP Netweaver 2004s
	ERP Integration: SAP R/3 – SD, MM, FI/CO modules; ECC 6. Oracle
R12/PeopleSoft 8.8
	Reporting Tools: SAP BEx Suite (Analyzer, Browser, Web reporting, Query
Builder). SAP Report Writer, Painter, Quickviewer; Crystal Reports 
	Platforms: UNIX, Windows (WINDOWS 7, VISTA, XP, NT, 2000) 
	Database: SQL, PL/SQL, Oracle 10g, MS ACCESS
	Programming Language: ABAP/4, Visual Basic, C++. 
	Additional Tools: Visio, MS-Office (Word, Excel, PowerPoint), Project
Management, Outlook, Lotus Notes, Khalix, Workforce Management (WFL), HTML,
QuickBooks, FrontPage, Adobe Acrobat, SharePoint Server, OnBase, Remedy,
Teleservice, Mercury/Test director, Load Runner

CERTIFICATIONS/SECURITY CLEARANCE
MBE/WBE Certification
US CITIZEN - Single Scope (SS) Security Clearance


PROFESSIONAL EXPERIENCE

Sprint, Remote Support                                                          
                                                   Aug-2009 to Present
Remote Support – Customer Care Analyst
	Responsible for directing, evaluating, coaching and providing feedback
to call center personnel.  Provided guidance and feedback on timely manner to
achieve their performance goal.  Solved cross functional customer issues such as
collections.  Responsible for handling complex customer problems.  Communicated
ideas and recommendations. Attend the calls of Sprint customers and provide them
solutions. Resolve the complaints of customers. Keep records of calls and the
status of their complaints. Determine the blocked of services following
insufficient documents furnished by customers. Prepare reports for assigned
projects and requests.
	Make sure that all the issues are resolved very accurately and
promptly. Responsible for providing quality service and support in various areas.
Help sales team with incoming requests for new services. Gather customer
information, fulfill customer needs, and educate them. Maintain a balance between
customer benefit and company policy. 
	Involved in various business operations and helped the organization to
achieve cost-effective production with increased quality, efficiency and
satisfied customer service. Responsible for documenting the business process by
identifying and finding requirements. Involved in user-training and QA of
ENSEMBLE customer care and billing system related to business process as well as
the implementation. Also took an active part in business modeling.
IT Convergence, Chicago, IL                                                     
                                                Aug-2008 to Aug-2009
Support Services –Project Manager

	Plan and manage assigned projects/requirements supporting global
operations. Liaise directly with IT director, sales/marketing, finance/accounting
departments to define/coordinate process flows and to ensure compliance with
specifications and user requirements. Interface with users to gather business
requirements and provided support in ORACLE/SAP systems. Provide 24/7 support for
all reported issues. Created and manage project schedules and timelines.
Developed test plans for user acceptance tests. Facilitated training sessions to
users on system functionality as well as other technologies requested by
clients.

	Recommended changes and improvements to upper management regarding
departmental policies and service delivery issues to improve productivity;
Reviewed customer requirements to determine current and future needs and
developed tasks specific to mutually agreed upon task agendas; Tracked and
reviewed work progress and final work product to ensure accurate and timely
completion of work.
             Reviewed outstanding service requests; Reviewed retained hours
utilization against contracted client hours; Ensured daily database and server
checks were performed by the technical team; Created and assigned tickets and
tasks to ISS team members as appropriate based on client requests and needs;
Prepared written status reports for each assigned account: Overviewed of weeks
activities; Generated contract renewals, reviewed and address collections
activities and utilized hours to insure payment. 

Charter Communications, St. Louis, MO                                           
                                     June-2005 to July 2008
Business Analyst

	Created reporting templates and schedules for work areas to report
metrics; assigned roles to work area representatives for reporting. Forecasted
and planned company's expense accounts and assisted in budgets, vendor contract
renewals, and invoicing (PEOPLESOFT). Trained employees on
administrative/business procedures and equipment operation. Created slide
presentations for quarterly business reviews for corporate-level management
documenting business status, performance, and pending business initiatives.
Worked with directors to design and implement tools and controls to achieve
performance goals and compiled and presented chart presentations to them on a
regular basis comparing performance and quality trends against set goals. 

	Implemented numerous business optimization projects and reporting tools
that improved efficiency, reduced expenses, labor costs, and maximized profit by
automating outdated manual processes. Project duties included multiple task
project assignments, scheduling and tracking, facilitating meetings with all
levels of the business community for requirements gathering, project development,
design considerations, impact and risk analysis, and quality control of client
acceptance testing. 

Southwestern Bell (SBC), St. Louis, MO                                          
                                        April 2004 to May 2005
Financial Analyst 

	Completed Sales Orders through Invoicing; Modified Purchase Order entry
to facilitate Accounts Payable; Generated Analysis Reports depending on
requirements; Addressed errors and Reconciliation of Accounts; Provided support
to end users with reports; Aided in the standard use of SAP to eliminate the need
of Consultants; Created Financial Reports – Form and selection criteria, line
layouts, and display variants.