Mark Foy
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/mfoy.html )

EXPERIENCE SUMMARY
Masters Degree in Computer Science.
20+ years experience as an IT consultant.
16+ years experience with Oracle.
11+ years experience with Oracle Applications - Performing functional
and technical work within the Customer Relationship Management (CRM),
Distribution, Manufacturing, Financial, and Self-Service modules of
Oracle Applications (Oracle Financials/Oracle E-Business Suite (eBS) for
Enterprise Resource Planning (ERP)).
8+ years experience with Oracle CRM; including: TeleService, Install
Base, Service Contracts, iSupport, and TCA.
3+ years working with large Oracle integrators such as Oracle
Consulting, BearingPoint, CGEY, 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, Distribution, 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
Software:
Oracle: 9i, 8i, 8, 7.x, SQL, PL/SQL, Pro*C (16 yrs)

Oracle Applications/Oracle E-Business Suite: R11i, R11, R10.7, R10.6 (11
yrs);
Customer Relationship Management (CRM/JTF), Distribution (DIST),
Manufacturing (MFG), Financials (FIN); Self-Service Web Applications
(OSSWA/ICX) modules;
Most experience in CRM: 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);
Additional modules: 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 Implementations; Upgrades;
Customizations and Extensions; Interfaces and Data Conversion.

Oracle Tools/Components: Oracle Application Server (OAS), Oracle
Developer/2000 and Oracle iDeveloper (including Forms6i and Reports6i),
SQL*Plus, SQL*Loader, Browser/Query Builder, Oracle Discoverer,
Designer/2000 (16 yrs)

Misc.: ClearCase, ClearQuest, CVS/RCS, PVCS, Kintana/Chain Link (O*M,
R*I, A*I), DBArtisan, SQL Navigator, TOAD, DDTS, Lotus, MS Access,
Remedy (Call Tracker)
Languages:
SQL (16 yrs) & PL/SQL (14 yrs)
Pascal (3 yrs)
HTML (3 yrs)

C/C++ (9 yrs) & Pro*C (10 yrs)
FORTRAN (2 yrs)
SAS (6 mos)

Korn/C/Bourne UNIX shell scripts (6 yrs)
JavaScript (1 yr)
OS:
UNIX (Sun/Solaris, HP, SGI, IBM/AIX) (17 yrs)
MS-Windows & MS-DOS (20 yrs)

VM & MVS (IBM mainframes) (6 mos)
Mac OS (Macintosh) (16 yrs)


WORK EXPERIENCE
11/2007 - 6/2008
TIBCO Software - Palo Alto, California, U.S.A.
Oracle E-Business Suite CRM Business Analyst (Consultant) - IT.
(Working ~ 70% Functional and 30% Technical within Oracle E-Business
Suite.)

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.

Business: Develops and sells integration software.

* Techno-Functional lead analyst on the project to implement the
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.

* Designing and implementing the data conversion methodology to bring
Installed Base (IB) instances and Service Contracts (SCs) from a legacy
system into the Oracle 11i application.  Designing 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).

Project Characteristics:
* Interfacing Install Base and Service Contract information from 11i to
a an electronic software download system and to a Siebel system for
Service Request entitlement and tracking.


9/2006 - 10/2007
Advent Software - San Francisco, California, U.S.A.
Oracle E-Business Suite Consultant (Consultant) - IT.
(Working ~ 65% Functional and 35% Technical within Oracle Applications.)

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.

Business: Develops and sells investment management software and
portfolio data services.

* 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.

* 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).

* 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.

* Analyst on a project to deliver Advent's software to customer as
Electronic Software Downloads (ESD).  Working on integration between
Oracle Applications and Intraware's SubscribeNet Electronic Software
Delivery Solution.

(See below [4/2005] for more information about my prior work at Advent
Software.)


1/2006 - 9/2006
VMware - Palo Alto, California, U.S.A.
Oracle E-Business Suite CRM Business Analyst (Consultant) - IT.
(Working ~ 65% Functional and 35% Technical within Oracle E-Business
Suite.)

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.

Business: Develops and sells virtualization software.

* Techno-Functional consulting on the project to implement VMware's
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.

* 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 customer's right to
support.

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.


11/2005- 12/2005
Coherent - Santa Clara, California, U.S.A.
Oracle E-Business Suite CRM Technical Lead (Consultant) - IT.
(Working ~ 35% Functional and 65% Technical within Oracle Applications.)

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.

Business: Manufactures Lasers.

* (This project to implement Oracle 11i CRM into an existing 11i
(11.5.10) environment was suspended before it was instantiated into
production.)

* 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).

* Leading a 4-person development team.  Interfacing between development
team and users.  Resolving system issues with functional setup or
technical work (customization or extensions).

* 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).


4/2005 - 11/2005
Advent Software - San Francisco, California, U.S.A.
Oracle E-Business Suite Subject Matter Expert (Consultant) - MIS.
(Working ~ 65% Functional and 35% Technical within Oracle Applications.)

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.

Business: Develops and sells investment management software and
portfolio data services.

* Consulting on a project to move Advent's 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).

* 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.

* 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).


2/2005 - 3/2005
Xilinx - San Jose, California, U.S.A.
Functional Oracle E-Business Suite Analyst (Consultant) - IT.
(Working ~ 60% Functional and 40% Technical within Oracle Applications.)

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.

Business: Designs and produces programmable logic devices (PLDs), and
software tools for these devices.  Provides world-wide solutions,
support, and service for PLDs.

* 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.

* 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.)


3/2004 - 11/2004
Wind River - Alameda, California, U.S.A.
CRM Track Functional Oracle Applications Lead (Consultant) - IT.
(Working ~ 90% Functional and 10% Technical within Oracle E-Business
Suite.)

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.

Business: Designs, produces, sells, and supports embedded software
products.

* 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: "Call to
Resolution", "Click to Resolution", and "Contracts to Renewal". 
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 "Record to Report" (Financials),
"Procure to Pay" (Manufacturing), "Order to Cash" (Distribution), and
"Recruit to Retain" (HRMS).  The main business goal of implementing the
CRM/Service modules was to effectively manage customer service contracts
and entitlement.

* 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.

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).


6/2003 - 12/2003
Xilinx - San Jose, California, U.S.A.
Functional Oracle E-Business Suite Analyst (Consultant) - IT.
(Working ~ 60% Functional and 40% Technical within Oracle Applications.)

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.

Business: Designs and produces programmable logic devices (PLDs), and
software tools for these devices.  Provides world-wide solutions,
support, and service for PLDs.

* 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).

* 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 Oracle's AIM approach.

* 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).

* 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.

* 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.


3/2003 - 4/2003
Neptium - Santa Clara, California, U.S.A.
Senior Functional/Technical Oracle Applications Analyst (Consultant) -
IT.
(Working ~ 70% Functional and 30% Technical within Oracle Applications.)

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.

Business: Develops software systems that extended functionality of ERP
systems.

* 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).


8/2002 - 3/2003
ShopNBC (NBC/GE/ValueVision Media) - Eden Prairie, Minnesota, U.S.A.
Functional/Technical Oracle E-Business Suite Analyst (Consultant) - IT.
(Working ~ 50% Functional and 50% Technical within Oracle Applications.)

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.

Business: E-Retail; B-to-C; web storefront and telephone sales direct to
end customers.

* 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.

* 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).

* 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.


6/2002 - 7/2002
Ultratech Stepper - San Jose, California, U.S.A.
Functional Track Lead (Consultant) - IT.
(Working ~ 90% Functional and 10% Technical within Oracle Applications.)

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.

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.
Project Lead/Functional Lead/Technical Architect (Consultant) - IT.
(Working ~ 85% Functional and 15% Technical within Oracle Applications.)

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.

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 (Kmart) - San Francisco, California, U.S.A.
Senior Oracle Applications Engineer (Consultant) - IT.
(Working ~ 15% Functional and 85% Technical within Oracle Applications.)

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.

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 vendor's warehouse management system (WMS).  Extensive
architectural changes and enhanced error checking.  Also enhanced the
custom ship confirmation process which takes ship confirmations from the
vendor's 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.
Oracle Applications Development Team Technical Lead/Systems
Architect/Software Engineer (Consultant) - IT.
(Working ~ 35% Functional and 65% Technical within Oracle Applications.)

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 system's
development lifecycle (12 months); project followed the Six Sigma (6
Sigma) methodology for quality assurance.
New functionality provides the ability to track all indirect sales
information (serial number, warranty, final end user, etc.), sell
extended warranty contracts (both for support provided by GE Access, and
reselling support from third parties), and customer request tracking
(including verifying entitlement, level of service, product
configuration, etc.).
Acted as a bridge between functional and technical aspects of the
project; connecting business user needs with system capabilities and
required customizations; interpretation of functional requirements;
interactions with users; functional and technical gap, design, and
specifications; scheduling; resource estimation and tracking; testing;
implementation; post go-live support.
Development included: custom components to interface Service module to
Order Entry (OE/OM), Inventory (INV), Accounts Receivables (AR), and
Purchasing (PO); data conversion from a legacy system (customers and
existing service contracts); custom imports and exports of vendor data;
custom pricing module; expanded use of the Accounts Receivables (AR)
module to store end user information; creation of a custom service
contract approval cycle (PL/SQL, Forms 4.5).

* 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 (Qwest Communications) - Denver, Colorado,
U.S.A.
Software Engineer (Consultant) - Capacity Provisioning (CP) and LNO.

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.
Technical Writer (Consultant).

Environment: Mac OS, MS-Office.

* Preparation of all documentation for Project SYBIL (see below).


7/1992 - 6/1995
Laboratory of Information Technology - Rovereto, Italy.
Group Lead/Software Engineer (Consultant).

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.
Internet/WWW Advisor (Consultant).

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) - 
University of Illinois - Champaign, Illinois, U.S.A.

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 (now Galileo International) - Englewood, Colorado, U.S.A.
Technical Analyst (Summer Internship/Contractor) - Tactical Planning.

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.
Construction Scheduler (Consultant) - Packaging Products Group.

Environment: MS-DOS, Primavera (Scheduling), CAD.

* Maintained electronic PERT models for can plant construction projects.
6/1992 - 7/1992
Database Designer/Developer (Consultant) - 
Warehouse Management.

Environment: MS-DOS, R:Base (RDBMS), SQL.

* Designed and implemented an inventory database (RDBMS) to be used at
can plants.

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