Ricky Jay Tenchavez

CURRICULUM VITAE Ricky Jay Acasio Tenchavez 093B Gen. Echavez Ext., Lorega San Miguel, Cebu City -- Professional Strengths:                      Excellent verbal and written communication Proficient in MS Office Advance user of Microsoft Excel (formula) Yellow Belt Certified ITIL-Certified Project Lead on 2 Lean Projects Contact Center to Cloud Trainer Business Objects Superuser Business Objects Reporting Backend Analyst Experience in Data Analytics and Reporting Experience in Business Analysis and Presentation Project Consultant for JDI projects Excellent presentation skills Highly dynamic and interpersonal skills Able to multitask and achieve results with efficiency Attention to detail Excellent Problem-Solving skills Aggressive in learning new concepts Proficient in process mapping Proficient in process documentation Keen to quality standards in line with COPC standards Professional Experience Team Lead - Business Systems Analyst, Enterprise Business Application – SAP CRM/ECC (Global IT Operations) @ Lexmark Research and Development Corporation (January 2017 – present)     Define and execute unit, integration and regression test scripts to validate key end-to-end business scenarios and troubleshoot functional issues/bugs identified during implementation, testing, and post-Go Live Support the existing Production implementation of SAP CRM and resolve incidents based on pre-defined processes and identify and ensure any change request follow the Change management processes. Provide Global Level 1 production support for SAP CRM Integrations (IDOCs and BDocs) and use ABAP programs to execute transactions Participate in the cycle and UAT testing and translation of business requirements to system functionalities     Responsible for testing and documenting the SAP software configuration and CRM Systems Testing, Data conversion and Systems Integrations Support and utilizing GLSS structure for Demands and User Stories. Work collaboratively with cross-functional and technical teams to resolve in a timely manner any ERP system and process issues. Handle troubleshooting issues in ECC pertaining to MPS Sales and Distribution and monitor integration between Siebel and ECC/CRM. Lead Continuous Improvement projects related to CRM and ECC and monitor progress until stability. Business Systems Analyst, Enterprise Business Application – Analytics / Reporting (Global IT Operations) @ Lexmark Research and Development Corporation (March 2015 – present)        Serve as primary support for Business Objects tool issues that require backend and fronted investigation to resolve data, design or database issues. Reports include Flash Analytics, Supply Chain Operations etc. Support BI issues related to Accounting, Finance, Supply Chain, Services and Annuities. Build and create reports through Business Objects to be used by the Business for analysis and monitoring. Access to BW (Business Warehouse), Query Designer and HANA data sources for in-depth analysis. Backend support for Crystal Reports. Access SAP ECC tables/T-codes for ECC- based reports to check accuracy data flow to data sources and resolve data discrepancies and Salesforce tool on case management. Provide analysis on logic implemented to reports and collaborate with the Business and Technical Team to understand the purpose and apply necessary changes (access to backend environments such as Dev and QA) based on requirements. Conduct BI Superuser training and forum to align users on BI updates. Create a project for cost-savings and process improvement. Highlights:       Project Management Training Project Lead – Superuser Program Improvement Project UAT Lead – Annuity Manage Program Project CoE-BI Process Documentation – Project Member Tools used: SAP ECC, Salesforce, Business Objects (Web Intelligence, AFO and Crystal) Crystal to WebI Conversion Project Business Analyst, Worldwide Order Entry (Global Supply Chain Operations) @ Lexmark Research and Development Corporation -)       Highlights: Utilize SAP Business Intelligence (BI), Enterprise Core Component (ECC/SAP) Business TransactionCodes and Business Objects (BO) to extract raw data and create reports to monitor and track performance of Worldwide Order Entry and Returns Operations Team. Reports include Worldwide OnTime to Process Orders and Quality Audit based on COPC standards. Provide analysis based on results sent directly to the Team Lead and Manager. Work with Team Leads in creating issue analysis and action planning. Create Ad hoc reports based on management’s request with business analytics. Handle operational projects aiming to improve processes. Conduct quality audit process for Worldwide Order Entry and Returns to ensure accuracy of data entered in SAP and WW SLA metric based on COPC standards.       Worldwide Quality Audit Standardization (Member) Project Lead - Worldwide On-Time to Process Orders through on BO tool Quality Management System (Core Team Member, Admin) COPC (Core Team Member) Cloud Contact Center (Trainer) Business Objects Super User – Web Intelligence, AFO Asset Management Specialist (Global Services Operations) @ Lexmark Research and Development Corporation -)       Responsibilities cover creation, streamlining and optimization of processes, both current and future state, across Distributed Fleet Management/MPS functions. High-level analysis, action-planning and strategies on managed accounts to ensure results are achieved as measured by pre-defined key performance indicators. Actively manage customer assets in the Asset Relationship Management System (ARMS)/Siebel (including processes on installs, SWAPs, removals, contract rate changes, contract extensions) and utilize SAP to validate Usage (UC) and Recurring (RC) charges. Generate Annuity/Billing details for monthly/quarterly invoice generations. Utilize Boxi in generating annuity or invoice reports for review and validation. Recommend and implement operations techniques to improve productivity, increase efficiencies, cut costs, take advantage of opportunities, and maintain state-of-the-art practices in all aspects of the operations. Order Management Specialist (Global Services Operations) @ Lexmark Research and Development Corporation -)      Enter data into multiple systems, including Siebel and LS Portal, and the day-to-day communications necessary to ensure accurate and timely customer billing and contractual compliance in a managed services model. Monitor order progress, track outstanding orders, resolve customer order issues, obtain executed orders or cancel orders as appropriate. Interact with internal teams to handle a variety of functions and communicate with internal offices in other countries. Identify and escalate process gaps and opportunities for improvement. Prepare and manage the daily Open Orders Report for North America and Latin America geographies and communicating this report to the rest of the Geo Stakeholders. Technical Support Representative @ Sykes Asia, Inc. -)      Providing first line voice technical and customer service. Providing timely and accurate over the phone response to clients’ technical issues and concerns. Ensuring quality and accuracy in all phone and ticket transactions. Demonstrating strong customer service orientation and takes responsibility for follow-up to ensure customer needs and expectations are met. Performing over-the-phone troubleshooting with customers regarding computer hardware, software and DSL. English as Second Language (ESL) Teacher @ Baia Coure Language Institute (2008) Responsibilities: 1. 2. 3. Introduce and teach the English language to Korean, Chinese and Japanese students. Enhance verbal and written communication skills of the students. Provide supplemental activities to improve communication and interpersonal skills. Educational Attainment Bachelor of Science in Nursing La Salle University – Ozamiz- Masters in Nursing major in Medical-Surgical Nursing Cebu Normal University- Professional Certification 1. 2. 3. 4. 5. Registered Nurse – Professional Regulation Commission (Philippines) Yellow Belt – Lean Six Sigma (Lexmark) Project Management (Lexmark) COPC Practices (Lexmark) ITIL Certification Trainings -. Practical Problem Solving Training Toastmasters International (Competent Communicator and Leader) Microsoft Office Training Supplies Relationship Management (SRM) Super User Training Business Objects Tool Super User Training COPC Overview Quality Management System Training Cloud Contact Center Training Process Documentation Training Project Management Training Asset Management Training Business Objects Tools Training Annuities Management Training High Impact Presentation Training