Chad Troisi

3302 Keswick Way West Chester, Pa 19382

610-203-5980
Chad.W.Troisi@gmail.com
Profile 10+ years experience as a customer/technical coordinator & manager
Directed complex projects from concept to fully executable status
Detail-directed problem solver
Relevant Experience & Accomplishments
Program Coordination
Successfully implemented Customer Service/Incident Management Center in Monterr
ey, Mexico
Achieved over 71% reduction in E2E processing time of customer demand
Developed demand analysis for managing new/existing Key User Groups
Establishing Lean Management Principles utilizing the Sense & Respond approach
Liaison to executive management for overall program/project status
Created customer engagement practices & methodologies
Management/Supervision
Successfully recruited FTEs and Internships for Expert Basis Consultant staff o
f 18 employees
Supervised, trained, evaluated staff, and coached improvement management skills
AMA and Internal SAP Management Course Training
Successfully implemented Virtualization, proof of concept, & Sense & Respond pr
ojects
Employment Service Director, SAP America Inc., Newtown Square, Pa
Innovation planning forecasting for potential customers
Successfully transitioned customers into LEAN production environment
Reduction of demand processing by over 30%
Financial project planning and successful implementation of new support model a
nd future state operating model
Manage overall delivery/escalations for Global Marketing and small, medium, ent
erprise customers.
Manage global team of Business/regional engagement managers
Sense & Respond Program Manager, SAP America Inc., Newtown Square, Pa
Managed Key User Group Demand Analysis & Customer Lifecycle for customer evalua
tion and performance measurement
Managed Service Improvement & Get Well Plan fully executing Lean A3 project met
hodologies & practices
Successfully designed, built, and implemented fully functioning Management Cent
er
Developed Demand Analysis methodologies for new/existing customers
Developed customer lifecycle for demand management
Global coordination of Sense & Respond program and adjacent projects
Delivery of project status and processes through iPOS & the ARIS platform for p
rogram management
2010 Present

2009 - Present
PSS TDC - Manager, SAP America Inc., Newtown Square, Pa
Managed daily tasks/projects and staff of US/Mexico team
Reviewed and trained staff on team processes/procedures utilizing coached impro
vement management skills
Provided Global KPI Reporting
 Successfully refined and implemented team responsibilities projects
Proficiently maintained Service Catalog
Implemented service delivery improvement planning for ticket processing 2006 -
2009
PSS TDC CSeM/TLO, SAP America Inc. Newtown Square, Pa
Orchestrated customer engagement and escalation management
Provided global on-site demonstration assistant for high profile deals
Technical landscape owner of US DSG Long-term Demo Landscapes
Coordinated technical service delivery
Developed, implemented, and provided sales support for Proof of Concept landsca
pes
Provided Key Demo Monitoring and Process Improvement
Implementation of project and service improvements for Proof of Concept, virtua
lization, and PIB 2006 - 2009
PSS TDC Expert Basis Administrator, SAP America Inc. Newtown Square, Pa
R/3 Administrator:
Build/Maintain Training, Demo, Consulting and proof of concept Landscapes consi
sting of ERP(R/3), SRM, CRM, BI, PI, SCM, etc.
Installation of non-ABAP components: J2EE, IIS, WTC, ITS, & SQL DB
Provide 2nd & 3rd level incident support for Global Training, Demo, & Consultin
g
Installed Full Release & Enhancement Pack upgrades
Application of SPs & Kernel upgrades
Developed global documentation for system installation
Provide workshops and additional training for new hire FTEs and Interns
OS Administrator:
Build System Images using Ghost imaging tool
Operating system security patching and updates
Delivered Data Center Inventory and maintenance
Provided hardware maintenance and upgrades
Developed Documentation for Data Center practices 2001 - 2006
Software Maintenance & Development Administrator, Bentley Systems Inc. Lionvill
e, Pa
Development of Viecon.com website
Designed & developed custom products based on customer requirements
Provided daily functionality testing
Developed user documentation creation for viecon.com
Tested website for production go-live
Credentialing Department Internship, Devon Health Services Inc. King of Prussia,
Pa
Application and contract processing for PPO Network
Verification of physician credentials and licensing
Maintained physician credentials in access database along with Doc Star scannin
g system
Management/maintenance of Doc Star scanning system 2000 2001

1996 - 2000
Technical Expertise SAP Product Suite Expert Basis Consultant ERP, CRM, SRM, BI
, PI, SCM, Netweaver 7.0
Operating Systems: Win 95, 98, NT, 2000, 2003 Server 32/64Bit, XP, Vista, 7, MA
C OS 9, X, Leopard
Software: VMWare, Microsoft Office Suite 2000, 2003, 2007, & 2010 beta, Visio, P
roject, ARIS, IPOS, Visual C++, Java, Ghost, Perl, WinChart, Terminal Server, F5
 Networks VPN, & Citrix
Database: SQL2000/2005, MaxDb, Oracle
Programming: Java, C++, HTML
SAP Basis and Management Training Courses
AMA Management Course Training
Education
B.S. Information Systems & Technology, Drexel University
Minor - Business Administration, Drexel University
Honors & Awards Level 3 - Sense & Respond Systems Analysis - Comprising of Organ
izational, Diagnostic Methods, Possibility Leadership, Lean Tools and Methods
SAP Top Talent Awards 07, 08, 09, & 10
SAP Quarterly Value Award - Commitment
ISO 9000/9001 Lead Auditor Certification
Peer-to-Peer Recognition Awards
Drexel University Honors