Crystal J. Smith

Consulting and Project Experience

Business Transformation- Business Processes and Systems

Brewing company; supported a Joint Venture, creating the second largest brewing company in the U.S.

Responsible for the business process design and technical solution for Billing, Claims, Reverse Logistics, and Pricing
Leading three sub-processes through all phases of the project- requirements, blueprinting, detailed design, configuration unit testing, functional unit testing, string testing, integrated testing, user testing, deployment and cutover planning, impact analysis, change management, training content development, and execution planning
Coordinates with integrated processes and related technologies- Order Management, Transportation, Stock Transport Orders, Financial Accounting, Price Promotions, Master Data, Taxes
Coaches and teaches peers on business processes, general system knowledge, specific SAP knowledge, and project execution methodologies
Transitions new team members and steps into temporary roles to backfill vacant positions
Leads on-shore and off-shore consulting partners through solutions and test plans
Raises issues and creates new approaches to processes within the project

System Upgrades, support packs, and patching- SAP ECC, SAP APO, webMethods

Brewing company; supported a Joint Venture, creating the second largest brewing company in the U.S.

Ensured system integrity through detailed regression testing and approvals
Coordinated project plans and communications with parents companies and shared integrations
Supported business user testers working in unfamiliar project environments

Contract Manufacturing

Brewing company; supported a Joint Venture, creating the second largest brewing company in the U.S.

Worked with a contract partner company to determine business requirements and propose standard solutions for minimal system work
Designed changes to ordering, fulfillment, pricing, and billing to provide processes and systems to both the contract partner and its customers
Minimized throwaway work for temporary solutions

Supply Chain Integration

Brewing company; supported a Joint Venture, creating the second largest brewing company in the U.S.

Designed, implemented, and tested solutions to integrate the supply chain systems for two legacy companies while acting as a Subject Matter Expert on Sales and Distribution activities
Responsible for the design of new SAP transactions, webMethods interfaces, and pieces of a custom order-entry tool
Led efforts for design, testing, cutover, enhancements, and the audit of functional and technical documents

Import and Export

Brewing company; supported a Joint Venture, creating the second largest brewing company in the U.S.

Designed and implemented system solutions for importing new products from parent companies
Created system solutions to export existing materials to foreign markets through affiliate companies
Consolidated invoices so domestic customers would only receive one document for multiple aspects of their shipment

Integrated Price Management

Brewing company; supported a Joint Venture, creating the second largest brewing company in the U.S.

Defined and documented legacy pricing models and gathered business requirements for the new model
Designed and implemented the new pricing model and created new programs to support the process
Provided direction to contractors from three different providers and employees of both legacy companies
Authored testing documentation and executed unit, integrated, and user acceptance testing and training

Master Data Management

Brewing company; supported a Joint Venture, creating the second largest brewing company in the U.S

Worked with data modeling team to create structures intended to handle transactional and reporting activities
Set up new repositories for Customer and Material master data in SAP MDM tools
Advised on the integration between the new MDM tool and the SAP back-end

IT Operations Outsourcing

Brewing company; third highest sales in U.S. domestic market

Developed transition schedule, coordinated IT and business resources, conducted training presentations, and supervised the hand-off of roles and responsibilities
Led communication efforts for outsourcing transition within the SD/LES/WM teams, and for security role access across the entire support team

Oracle 11i Implementation

Industrial automotive parts manufacturer; a $1.5b company operating in over 100 countries

Built reports for business intelligence initiatives using Oracle Discoverer
Wrote detailed conditions and test scripts and performed tests for the Oracle 11i Order Management module
Presented training and demos on the custom forms for the Order Management module
Created and led training sessions for local and remotely located Customer Service Representatives in Oracle Order Management and Inventory modules
Developed and executed end-to-end testing scenarios, including tests related to credit limits, price adjustments, customer contracts, discounts, receivables, order entry, warehouse management, inventory, and invoicing
Provided support while maintaining both the new and old world
Participated in cutover and migration schedules for transitioning between 14 different development, test, and production environments
Supported go-live efforts and post-production efforts by assisting clients through the transition and providing workarounds to ensure the best service to our client's customers

Lavastorm and Rational Implementations Telecommunications billing operations for a provider of video, internet, telephony, and VoIP Lavastorm Performed the role of Business Analyst/Subject Matter Expert/Project Manager, acting as a liaison between developers with the Lavastorm technology and end-users at the Telco provider Conducted audits on VoIP billing accounts to determine amounts of lost revenue due to circumstances where customers were not billed for services rendered Created Methods & Procedures for the Lavastorm Revenue Assurance tool package Worked with Billing Business Analysts to create a comprehensive training and reference document for all billing practices to use in cross-training employees Rational Led the implementation of the Business Requirements and Testing modules of the Rational Tool Suite to consolidate information in the VoIP billing department Developed and delivered training material to key users and stakeholders


Field Technician Scheduling and Deployment
Telecommunications customer service operations
Performed a time study and performance audit of field technicians while installing and servicing various product offerings Evaluated the process by which work orders are executed, beginning with the Customer Service Representatives, passing through the Field Technicians, and ending with customers Provided recommendations and feedback for optimizing the scheduling of field technicians

Credit and Collections Recovered Revenue
Energy/Utilities Credit and Collections
Performed data extracts using SQL on the Oracle database to determine areas of lost revenue Assisted in creating recommendations and action plan to recover $100m in lost revenue due to nonpayment and other factors Generated reports and queries for the Director and Managers of the credit and collections department for use in their analysis

Subscriber Reporting
Media company billing department
Analyzed subscriber accounts to determine value of client's customer base prior to acquisition Documented trends in data to automate the selection of customer accounts to be included in the purchase of the company

Website Re-branding
Oil and Gas company's Project Management team
Documented the contents of the Employee Portal including HR documentation and links, internal policies and procedures, and all other employee-facing tools and documents found on the intranet Worked with IT and Public Relations departments to determine which content needed to be scrubbed or re-branded in preparation for the company's separation from its parent company Performed website modifications as appropriate

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Crystal J. Smith

Consulting and Project Experience

Business Transformation- Business Processes and Systems﻿

Brewing company; supported a Joint Venture, creating the second largest brewing company in the U.S.

Responsible for the business process design and technical solution for Billing, Claims, Reverse Logistics, and Pricing

Coordinates with integrated processes and related technologies- Order Management, Transportation, Stock Transport Orders, Financial Accounting, Price Promotions, Master Data, Taxes

Coaches and teaches peers on business processes, general system knowledge, specific SAP knowledge, and project execution methodologies

Transitions new team members and steps into temporary roles to backfill vacant positions

Leads on-shore and off-shore consulting partners through solutions and test plans

Raises issues and creates new approaches to processes within the project﻿﻿﻿﻿﻿﻿﻿﻿

System Upgrades, support packs, and patching- SAP ECC, SAP APO, webMethods﻿

Brewing company; supported a Joint Venture, creating the second largest brewing company in the U.S.

Ensured system integrity through detailed regression testing and approvals

Coordinated project plans and communications with parents companies and shared integrations

Supported business user testers working in unfamiliar project environments﻿﻿﻿﻿

Contract Manufacturing﻿

Brewing company; supported a Joint Venture, creating the second largest brewing company in the U.S.

Worked with a contract partner company to determine business requirements and propose standard solutions for minimal system work

Designed changes to ordering, fulfillment, pricing, and billing to provide processes and systems to both the contract partner and its customers

Minimized throwaway work for temporary solutions﻿﻿﻿﻿

Supply Chain Integration

Brewing company; supported a Joint Venture, creating the second largest brewing company in the U.S.

Designed, implemented, and tested solutions to integrate the supply chain systems for two legacy companies while acting as a Subject Matter Expert on Sales and Distribution activities

Responsible for the design of new SAP transactions, webMethods interfaces, and pieces of a custom order-entry tool

Led efforts for design, testing, cutover, enhancements, and the audit of functional and technical documents

Import and Export

Brewing company; supported a Joint Venture, creating the second largest brewing company in the U.S.

Designed and implemented system solutions for importing new products from parent companies

Created system solutions to export existing materials to foreign markets through affiliate companies

Consolidated invoices so domestic customers would only receive one document for multiple aspects of their shipment

Integrated Price Management

Brewing company; supported a Joint Venture, creating the second largest brewing company in the U.S.

Defined and documented legacy pricing models and gathered business requirements for the new model

Designed and implemented the new pricing model and created new programs to support the process

Provided direction to contractors from three different providers and employees of both legacy companies

Authored testing documentation and executed unit, integrated, and user acceptance testing and training

Master Data Management

Brewing company; supported a Joint Venture, creating the second largest brewing company in the U.S

Worked with data modeling team to create structures intended to handle transactional and reporting activities

Set up new repositories for Customer and Material master data in SAP MDM tools

Advised on the integration between the new MDM tool and the SAP back-end

IT Operations Outsourcing

Brewing company; third highest sales in U.S. domestic market

Developed transition schedule, coordinated IT and business resources, conducted training presentations, and supervised the hand-off of roles and responsibilities

Led communication efforts for outsourcing transition within the SD/LES/WM teams, and for security role access across the entire support team

Oracle 11i Implementation

Industrial automotive parts manufacturer; a $1.5b company operating in over 100 countries

Built reports for business intelligence initiatives using Oracle Discoverer

Wrote detailed conditions and test scripts and performed tests for the Oracle 11i Order Management module

Presented training and demos on the custom forms for the Order Management module

Created and led training sessions for local and remotely located Customer Service Representatives in Oracle Order Management and Inventory modules

Developed and executed end-to-end testing scenarios, including tests related to credit limits, price adjustments, customer contracts, discounts, receivables, order entry, warehouse management, inventory, and invoicing

Provided support while maintaining both the new and old world

Participated in cutover and migration schedules for transitioning between 14 different development, test, and production environments

Supported go-live efforts and post-production efforts by assisting clients through the transition and providing workarounds to ensure the best service to our client's customers

Lavastorm and Rational Implementations

Telecommunications billing operations for a provider of video, internet, telephony, and VoIP

Lavastorm

Performed the role of Business Analyst/Subject Matter Expert/Project Manager, acting as a liaison between developers with the Lavastorm technology and end-users at the Telco provider

Conducted audits on VoIP billing accounts to determine amounts of lost revenue due to circumstances where customers were not billed for services rendered

Created Methods & Procedures for the Lavastorm Revenue Assurance tool package

Worked with Billing Business Analysts to create a comprehensive training and reference document for all billing practices to use in cross-training employees

Rational

Led the implementation of the Business Requirements and Testing modules of the Rational Tool Suite to consolidate information in the VoIP billing department

Developed and delivered training material to key users and stakeholders

Field Technician Scheduling and Deployment

Telecommunications customer service operations

Performed a time study and performance audit of field technicians while installing and servicing various product offerings

Evaluated the process by which work orders are executed, beginning with the Customer Service Representatives, passing through the Field Technicians, and ending with customers

Provided recommendations and feedback for optimizing the scheduling of field technicians

Credit and Collections Recovered Revenue

Energy/Utilities Credit and Collections

Performed data extracts using SQL on the Oracle database to determine areas of lost revenue

Assisted in creating recommendations and action plan to recover $100m in lost revenue due to nonpayment and other factors

Generated reports and queries for the Director and Managers of the credit and collections department for use in their analysis

Subscriber Reporting

Media company billing department

Analyzed subscriber accounts to determine value of client's customer base prior to acquisition

Documented trends in data to automate the selection of customer accounts to be included in the purchase of the company

Website Re-branding

Business Transformation- Business Processes and Systems

Raises issues and creates new approaches to processes within the project

System Upgrades, support packs, and patching- SAP ECC, SAP APO, webMethods

Supported business user testers working in unfamiliar project environments

Contract Manufacturing

Minimized throwaway work for temporary solutions