Resume

1. DAWN R. COATS
Noblesville, IN 46062
Home: (317)773-6303 · Cell: (317)645-6402
drcoats@sbcglobal.net
CAREER OVERVIEW
 Over 14 years’ experience as an SAP IT Business Consultant / ERP Analyst
 Over 15 years’ experience working in a supervisory and leadership position
QUALIFICATIONS / TECHNICAL SKILLS
 Experienced Business Analyst
 Experience at Identifying & Documenting Business Requirements
 Excellent Decision Making, Analytical & Problem Solving skills
 Strong Written & verbal communication skills
 Strong Business relationship, coaching, and mentoring skills
 Microsoft Office (Word, Excel, OneNote,PowerPoint, Visio)
 Ability to prototype and translate system design, code requirements, and changes into
solutions while partnering with ABAP / Programmers
 Experienced in providing 2nd
level support / troubleshooting in ERP & CRM environments
 Experienced Subject Matter Expert (SME)
 Experienced at providing end user training & assist with mapping of existing / new business
processes
 SAP Customization & Configuration skills
 Experienced & knowledgeable on SAP IDOC’s
 Experienced on SAP Variant Configuration
 HP Service Manager & Change Management
 HP ALM (Application Lifecycle Management)
 SalesForce.Com (CRM)
 Clarify/PRISMA (Clarify CRM Software)
ACCOMPLISHMENTS / MAJOR PROJECTS
 2016 Canada SalesForce.com (REXIS – Roche Excellence in Sales & Service) Project
 2015 US SalesForce.com (REXIS – Roche Excellence in Sales & Service) Project
 2014 RTD (Roche Tissue Diagnostics) to RDC (Roche Diagnostics Corp.) SAP P15 (ECC
6.0) Integration Project
 2011 Canada Integration to SAP P15 (ECC 6.0) GLOIRE Project, in parallel with the
2011 RDC (Roche Diagnostics Corp.) and RTD (Roche Tissue Diagnostics) SAP P15 (ECC
6.0) GLOIRE Upgrade Project
 2010 Ventana/RTD (Roche Tissue Diagnostics) Integration to SAP P15 (ECC 6.0) & US1
(R/3 4.7) Project
 2008 RDC (Roche Diagnostics Corp.) P15 (ECC 6.0) & RDO US1 (R/3 4.7) SAP Alignment
Project
 2007 Global iBase (Improving Batch and Serial Number handling) Project
 2003 GMN (Global Material Number) and SAP (R/3 4.7) upgrade Bundle Project
 2002 Canada Integration to SAP US1 (R/3 4.6) Project
 2001 SME on the AVL Roswell, GA Integration to SAP US1 (R/3 4.6) Project
 1996 SME on the original SAP (R/3 3.0) Bio-Chem Implementation Project
WORK EXPERIENCE
ROCHE DIAGNOSTICS OPERATIONS

2. Coats
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Indianapolis, IN
ERP ANALYST 2009 to June 30,2016
Information Technology
 2010 Ventana/RTD (Roche Tissue Diagnostics) Integration to SAP P15 (ECC 6.0) & US1
(R/3 4.7) Project
 2011 Canada Integration to SAP P15 (ECC 6.0) GLOIRE Project, in parallel with the
2011 RDC (Roche Diagnostics Corp.) and RTD (Roche Tissue Diagnostics) SAP P15 (ECC
6.0) GLOIRE Upgrade Project
 2014 RTD (Roche Tissue Diagnostics) to RDC (Roche Diagnostics Corp.) Integration Project
 SAP customization & configuration
 Responsible for Service Management & Contract Execution, including Instrument Processing,
and ConEx (Contract Execution) & Case Management in Canada for North America
 Provide 2nd
level support via HPSM (HP Service Manager) to business users in Sales, Service,
Instrument Processing, Contracts, MMPP,FICO,Logistics, Clarify/Prisma, and Security
 Responsible for small & large Service Requests as assigned
 High level and broad understanding of business processes from order to cash in Sales and
Service
 Provide guidance and consulting to business users on a regular, sometimes daily basis
 Work with global colleagues on local and global projects, including CMT (Change
Management Teams)
ROCHE DIAGNOSTICS OPERATIONS
Indianapolis, IN
IT BUSINESS ANALYST 2005 to 2009
Information Technology
 2007 Global iBase (Improving Batch and Serial Number handling) Project
 2008 RDC P15 (ECC 6.0) & RDO US1 (R/3 4.7) SAP Alignment Project
 Responsible for Service Contracts,and Instrument Processing for North America, and trained
on Clarify/Prisma
 Provide 2nd
level support via HPSD (HP Service Desk) to business users in Sales, Service,
Instrument Processing, Contracts
 Responsible for small & large Service Requests as assigned
 High level and broad understanding of business processes from order to cash in Sales and
Service
 Provide guidance and consulting to business users on a regular basis, translating requirements
to configuration specialists
ROCHE DIAGNOSTICS OPERATIONS
Indianapolis, IN
SAP COE BUSINESS AREA CONSULTANT 2002 to 2005
Information Technology
 2002 Canada Integration to SAP US1 (R/3 4.6) Project
 2003 Bundle Project - GMN (Global Material Number) and SAP (R/3 4.7) upgrade
 Responsible for Service Contracts for Indianapolis and Canada,while taking on additional
training and responsibility for instrument order processing and notifications
 SAP Variant Configuration
 Provide 2nd
level support to business users in Sales and Service
 Responsible for small & large Service Requests as assigned

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 Consult with SME’s and translate requirements to configuration specialists
ROCHE DIAGNOSTICS CORPORATION
Indianapolis, IN
Service Contract Specialist 1999 to 2002
Centralized Diagnostics
 Supported RSM’s (Regional Service Managers), FSR’s (Field Service Representatives),
internal customers (including Reagent Contracts,POC Contracts,Technical Support, Credit,
Finance and Customer Service) and external customers for 3 regions
 Job requirements included, but not limited to, processing of service contracts for all analyzers,
contract reclasses,credits, issue resolution and liaison for the Field Service Representatives.
Requires strong organizational, teamwork and customer service skills
 Primary contact for key account Dade Behring; responsibility included coordination and implementation
of 65 service contracts
 Member of Communications Team
 CF2 Contract Specialist within the Instrument Process Team
 SME for AVL Roswell, GA integration Project
ROCHE DIAGNOSTICS CORPORATION
Indianapolis, IN
Contract Specialist, Sales Decision Support 1998 to 1999
Roche Molecular Bio-Chemicals
 Support Regional Business Managers,Account Managers,internal customers (including Customer
Service, Finance and Marketing) and external customers requiring immediate response to requests for
sales history and quote reports, processing of quotes, contracts and bids, account changes and set up
of new accounts. Requires professionalism, attention to detail and strong communication skills.
 Attended class on government contracting
 Assumed responsibility of Customer Master project
 Assumed responsibility for creating procedures checklists for department
BOEHRINGER MANNHEIM CORP. / ROCHE DIAGNOSTICS CORP.
Indianapolis, IN
Team Leader, Customer Service 1994 to 1998
Bio-Chemicals / Roche Molecular Bio-Chemicals
 Promoted from Customer Service Representative to Team Leader – Jan. 1996
 Received incoming phone calls from external and internal customers. Processed orders,
order inquiries, proof of deliveries, return authorizations, etc. Reviewed and approved all
credits, debits and return authorizations. Troubleshot SAP issues and inquiries for Customer
Service, Shipping, Receiving, Traffic, IB, Planning, etc. Log and graph department statistics
in Excel. Wrote and gave employee reviews. Acting Supervisor when needed.
 SME on SAP implementation project
 Successfully implemented SAP when supervisor went on maternity leave during go-live
weekend
 Began working with SDS (Sales Decision Support) team to clean up Customer Master
 Responsible for all Petty Cash functions
 Responsible for severalkey accounts

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 Worked closely with SDS (Sales Decision Support) on Suny BPA account
 Quickly became familiar with, and department expert, on nearly all aspects of BBX
order entry system prior to implementation of SAP (R/3 3.0)
BOEHRINGER MANNHEIM CORP.
Indianapolis, IN
Sr. Customer Service Representative July 02, 1990 to 1994
PDS & Diabetes Care
 Responsible for testing and implementation of the CSS (Customer Service System), an
internally developed order to cash computer system
 Responsible for the training of Customer Service Representatives, as well as Diabetes Care
Planning and Medical Services departments
 Received an award in recognition of the dedicated efforts in the development and successful
project launch of the CSS (Customer Service System)
EDUCATION AND TRAINING
BACHELOR OF SCIENCE: BUS. INFORMATION SYSTEMS expected graduation 2017
Indiana Wesleyan University, Indianapolis, IN, USA
ASSOCIATE OF ARTS: GENERAL STUDIES 2008
Indiana University, Indianapolis, IN, USA
 Indiana University School of Continuing Studies Dean’s List for the academic year of
2003-04
REFERENCES
Available upon request