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415 Noe Street Apt. 4

San Francisco, CA 94114
Home: 415-487-8949
Mobile: 415-203-1852
Career Summary
A dynamic, skilled business analyst with experience in the high tech and biotech
/life sciences industries. Proven success in transforming user needs and busines
s requirements into streamlined processes and technical solutions. Extensive exp
erience in implementation and deployment of enterprise-level applications and in
tegration of multiple applications across a diverse combination of client/server
platforms. Diverse skill set includes web design, systems analysis, acceptance
testing, user acceptance, consultation, and customer service/customer relationsh
ip management. Broad experience and expertise in support of internal and externa
l customers in the high tech, life sciences, hospitality, and retail sectors. Ca
reer includes development of user training materials and product documentation,
and, the successful delivery of training to end users and super-users.
April 2003 - February 2010
CRM Administrator / Business Analyst
Emeryville, CA
As a business analyst and CRM administrator I was responsible for ensuring the S
iebel eMedical application provided robust functionality while ensuring data int
egrity and compliance with requirements of global regulatory agencies and govern
ing bodies. Provide cross-functional assistance at all staffing levels to users
of Siebel CRM in the eMedical, Call Center, and Field Service application areas.
- Lead process analyst for upgrading Siebel eMedical application from 7.5.3 to 8
- Collaborate with application development on system integration architecture an
d strategy.
- Organized local and global business teams in joint application development ses
sions for user requirements gathering and transformed the data into technical re
- Coordinated cross-functional global teams on business process improvements; ma
intained CRM process and system documentation (SOPs, user and functional require
ments, validation documents, test scripts).
- Core team member on corporate development process methodology and systems deve
lopment life cyle (SDLC).
- Prepared process flows for end-to-end data entry and data interfaces (SAP).
- Performed as-is process analysis and delivered combined technical and business
proposals for global data management standardization.
- Owner of data required for GMP traceability in the biotechnology/pharmaceutica
l industry.
- Performed analysis of end-user training needs; created and maintained learning
materials and delivered Siebel training to end-users.
- Performed functional testing and user acceptance testing.
- Deployed customized Siebel eMedical Remote client to field service associates
for working offline.
- Developed business analysis dashboards and reports in OBIEE/Siebel Analytics.
- Mentor new call handling specialists.
- Maintain SAP master data required for use in Siebel.
- Maintain internal web site and SharePoint sites for end-user application train
ing and support.
- Serve as point of contact for procurement and distribution of tools used to pe
rform equipment calibration.
- Other special projects as required.
October 2000 - December 2002
Product Support Engineer
Sunnyvale, CA
Collaborated with product managers, development managers, and other key developm
ent engineers on product requirements definition, implementation, and defect ide
ntification, tracking, and resolution. Established close rapport with customers
and worked closely with key clients on product implementation and problem resolu
tion. Progression of position included added roles and responsibilities in the f
ollowing areas:
- Participated on a core support team focusing primarily on integration with thi
rd-party ERP products such as PeopleSoft, Oracle Applications, and SAP.
- Developed end-user web-based FAQs for SAP-specific problem identification and
- Participated on core teams for new product releases and provided signoff for s
- Served as a key contact on the support team for post-implementation business e
- Facilitated internal training classes on product installation.
- Led product overview and basic product training for new support engineers.
Hewlett-Packard Company
February 1989 - December 2000
Member of I.T. Technical Staff
Palo Alto, CA
Hewlett-Packard Company, Palo Alto, CA
Selected as lead support engineer for the SAP SD module supporting company-wide
sharing of customer master data. The company would realize cost savings by minim
izing the number of systems required to manage customer data. As the lead config
uration specialist, collaborated with cross-functional teams in the following ar
- Partnered with internal business units on mapping customer data to be imported
into SAP.
- Collaborated with configuration specialists at customer sites and provided ins
truction on configuration details to support integration of customer master data
across multiple business units.
- Configured SAP ALE module to enable exchange of customer data between SAP and
non-SAP systems.
- Configure the MM module for shared use across multiple business units.
- Participated in the analysis and configurations required for one SAP lifecycle
(3.1H to 4.6B) upgrade.
- Worked with development engineers on investigating, summarizing, testing, and
rollout of ongoing product enhancements.
- Served as the liaison between the ERP cross-functional management team and the
project sponsors at the respective supporting business units.
University of Phoenix
Bachelor of Science
San Francisco, CA
Business Administration
Honolulu, HI
Siebel 8 Consultant Certified Expert