DARLICK E.

MARANDURE
4600 Willow Lane, Nazareth, Pennsylvania 18064, USA
(610) 759.5612 - (973) 896.6224
darlickm@gmail.com

MANAGER

QUALIFICATIONS PROFILE
Innovative, technically-inclined, and goal-oriented IT professional with years o
f IT expertise in various software applications combined with solid understandin
g of business case development, budgeting, resource planning, performance analys
is, and risk assessment. Highly experienced professional with extensive years of
providing business value to large global companies. Results-based expertise in
strategy execution combined with leading and managing organizational change. Exc
ellent team player with ability to lead and motivate local and remote teams in a
chieving challenging goals.
- Develop and implement systematic processes and practices to advance corp
orate and administrative functioning, and adapt to new technologies, markets, an
d challenges
- Demonstrate strong and effective leadership and training skills; assist
and motivate employees in achieving company goals and objectives
- Apply expertise in evaluating problems, identifying approaches and tacti
cs, and developing decisions on allocating resources to pursue assigned projects
- Produce and maintain high-quality projects in compliance with company st
andards in a timely manner
- Exhibit strong ability to relate and transact with globally competent co
rporations and diverse work-force

AREAS OF EXPERTISE
IT Service Management
Change / Project Management
Business Process Design and Improvement
Systems Integration
Technical Architecture
Software Maintenance
Operations Optimization
Strategic Planning
Budgeting and Cost Center Management
Financial Analysis and Reporting
Operational Streamlining
Contract Negotiation

PROFESSIONAL EXPERIENCE
MARS INFORMATION SERVICES - Mt. Olive, NJ
Senior Business Systems Analyst, SAP Support Team Jan 2009-Present
Assume lead analyst responsibilities for the SAP Supply Chain support staff loca
ted in the America region and contractors in India. Oversee and assist in the ef
ficient investigation of incidents and execution of proper and apt resolutions i
n the framework of the “follow the sun support model†that provides 24/5 support to the
business. Lead SAP Supply Chain Team in various operational areas, including dev
elopment of customer support processes, technical planning, and work coordinatio
n. Supervise SAP support project, including work scheduling, resources and mater
ials availability, and quality assurance of deliverables. Lead in the negotiatio
n and implementation of internal service level agreements. Provide leadership to
SAP Support Team in conflict resolution, problem solving, as well as technical
and administrative duties to achieve organizational objectives through mentoring
, coaching and supporting personnel. Collaborate with network security team to e
nsure maintenance of adequate security for the system. Work with Database team i
n implementing an effective disaster recovery plan for the systems. Assist team
in identifying and employing processes that boost efficiency through the applica
tion of Lean principles. .
Highlights:
- Effectively participated in the take on of the company’s biggest project- SA
P rollout
- Played pivotal role in the rollout initiative of a major upgrade – ERP V6 us
ing ITIL release management principles
- Collaborate with the European based Template team on the implementation
of required changes to SAP environments in accordance with the change management
process
- Work effectively with other regional teams in Europe and Asia as well as
contractors based in India sharing learnings with other teams
- Implemented effective knowledge management and cross training that assis
ted with successful transition planning
- Led periodical triage sessions with Users to improve collaboration and b
uild stronger working relationships resulting in quicker incident resolution
- Recommended process changes that led to significant improvements in busi
ness results in the Supply-Chain area including substantial reduction in stock l
evels and improved customer service
- Assist in the preparation of the teams annual budget as well as periodic
al variance analysis of actual versus plan
- Successfully conducted training sessions for users that resulted in the
proficient use of SAP application and service management tools
SENIOR BUSINESS SYSTEMS ANALYST, SAP CRM Support Jan 2005-Dec 2008
Served as primary support contact for a global SAP Customer Relationship Managem
ent system called Customer Private Exchange (CPE) as well as six other web-based
regional sales applications. Performed incident and escalation management withi
n Mars IS to the business users in accordance with the System Supportability Sta
tement (SSS). Managed the flow of changes from development and test environments
to production in line with the change management process. Built and maintained
strong and effective professional relationships with business system sponsors as
well as system owners in an effort to foster results generating partnerships.
Highlights:
- Resolved incidents escalated by business functional experts as per Servi
ce Level Agreements (SLAs)
- Oversaw the requirements gathering process and assisted with correspondi
ng writing functional specifications
- Efficiently led the release management process by interfacing with user
community and working with the Template Team to prioritize requested changes
- Organized and administered the system testing, the business integration
testing (BIT) and the user acceptance testing (UAT) for the Canadian and USA mar
kets in line with the system development life cycle (SDLC) process
- Devised training materials for the training of all new system users glob
ally and several interfaces that efficiently transfer data to other systems from
SAP CRM system
- Pioneered the use of Wikis as global knowledge databases used to store s
olutions to recurring incidents
- Worked in conjunction with other expert centres to successfully execute
the planned outages for regular system and hardware maintenance
- Highly recognized as Global Systems Management(GSM) Group Functional Exp
ert for incident, problem, and change management tool- the Service Desk
- Trained more than 2000 associates globally on the effective use of the s
ervice desk tool
- Managed several key projects to integrate other systems with SAP CRM
- Led development activities of the NA Sales Team in preparation for the g
o live of two major projects in 2009
- Coordinated the work of a junior associate and contractors to meet deadl
ines, budgets and customer requirements.
- Provided situational leadership to motivate the junior associate and as
sisted him with setting his goals and objectives
SENIOR BUSINESS SYSTEMS ANALYST, Financial Planning and Profitability Systems (F
PPS)
Oct 2001-Dec 2004
Delivered daily production support to global user base of over 500 associates. R
ecorded incidents, problems, and changes in the service desk tracking tool utili
zing ITIL principles. Successfully resolved incidents within the stipulated Serv
ice Level Agreements (SLAs) whilst working with a highly complex system in a dea
dline oriented environment. Prepared and presented periodic metrics on incidents
, problems, changes, and system performance to management. Liaised between busin
ess and development team to ensure business requirements are captured in enhance
ments. Collaborated with the database team to guarantee effective data storage a
nd disaster recovery processes for our system databases. Supported the technical
development team in analyzing, designing, implementing, and testing new applica
tion features and other enhancement requests.
Highlights:
- Effectively supervised system performance and availability in production
, and proactively notified users of potential problems and / or unplanned outage
s
- Managed and executed changes, such as bug fixes, enhancements, and new s
oftware releases with the central technical team based in Europe using release m
anagement processes
- Spearheaded the rollout of new releases for the Americas region, which i
ncluded reviewing the new release notes, updating the help website and training
materials, and assessing the impact of changes for the region
- Successfully designed, developed, and implemented inbound and outbound i
nterfaces between FPPS and other systems
- Single-handedly implemented the FPPS System at a newly acquired business
, Aquarium Pharmaceuticals Inc. (API) now Mars Fishcare in Chalfont, Pennsylvani
a
- Oversaw the ITIL-based change management process training as the functio
nal expert in the Americas region
SCHERING-PLOUGH - Berkeley Heights, NJ
SENIOR FINANCIAL ANALYST, Planning and Business Analysis Dec 2000-Sep 200
1
Successfully supervised a team of junior analysts, responsible for reporting on
both international and domestic healthcare P&Ls with sales revenue in excess of
$700M annually. Consolidated and presented monthly forecast package with varianc
e commentary. Responsible for forecasting the net cash flow of the domestic oper
ations and calculating the return on capital employed (ROCE). Completed and post
ed monthly journals for expense accruals to general ledger. Managed the forecast
ing and tracking of legal fees in conjunction with the Legal Department. Collabo
rated with international directors to develop better sales and revenue forecasts
. Designed a macro tool for the effective generation of reporting for management
.

EARLIER CAREER
PFIZER - Morris Plains, NJ
SENIOR CUSTOMER BUSINESS ANALYST, Consumer Healthcare Group Jan 1999-Dec 200
0
HOWARD UNIVERSITY, SCHOOL OF BUSINESS - Washington, DC
GRADUATE ASSISTANT, Department of Finance Sep 1998-Jan 1999
IBM - Raleigh, NC
INTERNSHIP, Finance and Planning-Global Services May 1998-Aug 1998
INTERNSHIP, Finance-PC Company May 1997-Aug 1997
Zimbabwe Banking Corporation (ZIMBANK) - Harare, Zimbabwe
MANAGEMENT TRAINEE Jan 1994-Feb 1996

EDUCATION
Master of Information Systems Management (MISM, DeVry University - NJ
Expected Graduation: Jun 2010
Master of Business Administration (MBA), Howard University - Washington DC
Bachelor of Science (Honors) in Economics (BSc Econ Hons), University of Zimbabw
e - Harare, Zimbabwe

PROFESSIONAL TRAININGS
ITIL Certification | Project Management - How to Manage Remotely Effectively Tra
ining
Seven Habits of Highly Successful People

AFFILIATIONS
Member, Association of Information Technology Professionals (AITP)
Member, Americas SAP Users’ Group (ASUG)

AWARDS / HONORS
Graduate Assistantship (Merit based)
Dean’s List for Academic Excellence
Presidents List for Academic Excellence

TECHNICAL SKILLS
SAP R3, Tivoli Workload Scheduler (TWS), Microsoft Office applications (Excel, A
ccess, PowerPoint, Word, Visio, Project, and Outlook), Linux, UNIX, Lotus Notes,
Citrix, Visual Basic, Toad, FrontPage, Business Objects Reporting, Crystal Repo
rting, Hyperion, and BMC Service Desk