Shane Foster

SAP HCM and LMS Support Consultant for3M Company

Cognizant Technology Solutions

08.2022 - Current

Provided incident management for3M’s learning management and SAP HCM systems
Took initiative to introduce new, more efficient methods/processes for handling incidents
Built new relationships/opened up direct lines of communication with related teams to minimize number of misrouted incidents
Learned how to resolve incidents that were previously escalated directly to L3 support
Asked and received client’s approval for increased access/authorizations in order to resolve a wider range of incidents and reduce unnecessary escalations
Significantly reduced our team’s average time to resolve incidents by adopting more direct, efficient methods of communicating with end users
Raised my team's customer satisfaction score increased my teams’ customer satisfaction score (CSAT) by meeting di
Received promotions and additional roles/responsibilities by3M
Client promoted me to L3 support team
Was selected for a new role as a security analyst for3M’s LMS
Attended and participated in sprint planning meetings
Performed change requests on3M’s SAP HCM system
Streamlined support processes for improved efficiency and reduced response times.
Maintained servers and systems to keep networks fully operational during peak periods.
Championed ongoing process improvement initiatives, leading to streamlined workflows and increased productivity levels.
Participated in regular team meetings to discuss ongoing projects, share best practices, and identify areas for potential improvement.
Ensured adherence to industry standards by staying current on emerging technologies and trends in the field of IT support consulting.
Established clear communication channels between internal teams and clients, facilitating seamless information exchange.
Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
Coached employees through day-to-day work and complex problems.
Created, prepared, and delivered reports to various departments.
Researched and identified solutions to technical problems.
Collaborated with cross-functional teams to achieve seamless integration of new systems and processes.
Managed client relationships effectively by maintaining open lines of communication and promptly addressing concerns or issues as they arose.
Facilitated regular team meetings focused on problem-solving discussions that led to practical solutions.
Built support for change throughout business unit through direct outreach strategies.
Acted as go-to resource for engineering team, providing clarity on tasks, gathering missing assets or requirements and handling project changes.
Coached teams in Agile practices and provided necessary training to create positive mindset to Agile methodologies.
Improved team efficiency by implementing Agile and Scrum methodologies for project management.
Improved IT service delivery by streamlining ITSM processes and implementing best practices.
Developed comprehensive documentation for ITSM processes, resulting in increased transparency and understanding among team members.
Played an instrumental role in successful ISO/IEC 20000 certification by ensuring strict adherence to prescribed guidelines within the organization''s ITSM framework.
Spearheaded the development of ITSM strategy, aligning it with organizational goals and objectives.
Collaborated with cross-functional teams for seamless integration of ITSM processes into existing organizational workflows.
Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Configured and customized SAP modules to align with client business processes.
Developed detailed technical specifications based on functional requirements for various custom developments in SAP HCM.
Provided expert guidance on best practices related to SAP HCM, enabling clients to optimize their HR operations.
Maintained alignment between business objectives and technology solutions through ongoing communication with stakeholders at all levels of the organization.
Assisted in the integration of third-party applications with the SAP HCM platform for improved data management capabilities.
Developed comprehensive documentation and user guides to facilitate seamless use of the SAP HCM system.
Increased user satisfaction by promptly addressing and resolving helpdesk tickets related to the LMS.
Conducted thorough assessments of LMS effectiveness, identifying areas for improvement and implementing necessary changes.
Developed customized training manuals and tutorials for new users, simplifying onboarding processes while promoting self-sufficiency in navigating the platform.
Worked with users to determine areas of technology in need of improved usability.
Managed user accounts efficiently, ensuring accurate permissions were assigned based on role hierarchy within the organization.
Fostered a culture of continuous improvement by regularly soliciting feedback from end-users regarding their experiences using the LMS.
Streamlined user support by creating a comprehensive knowledge base containing FAQs, troubleshooting articles, and best practices for using the LMS effectively.

IT Technician

Connecticut Clothing Company

06.2016 - 07.2022

Provided computer support for online retail business
Responsibilities included general support for Windows PCs, local area network, IT security (antivirus, firewall), and Wi-Fi
Developed and executed data analytics against inventory and sales data using Excel
Performed shipping and receiving duties as assigned

Stocker

Walmart

07.2020 - 12.2020

Unloaded merchandise from trucks into the store
Sorted merchandise in the backroom and stocked products on shelves
Provided customer service whenever needed

Delivery Driver

Viking Supply Co.

06.2017 - 12.2018

Loaded, secured and drove company vehicles
Delivered plumbing and heating supplies to customers at their shops and job sites
Operated a forklift to load and unload heavy materials from trucks

Summary

Overview

Work History

SAP HCM and LMS Support Consultant for3M Company

IT Technician

Stocker

Delivery Driver

Education

Bachelor of Science - Computer Science

Skills

Timeline

SAP HCM and LMS Support Consultant for3M Company

Stocker

Delivery Driver

IT Technician

Bachelor of Science - Computer Science

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