ITEM 16 SKILL SET: ERP Systems Operator

L. Diana Middleton
dmiddleton_43@hotmail.com • LinkedIn
Louisville, KY 40214 • 502-599-5865
Summary
Customer Success Manager / Senior Consultant
Proven technical leader, business consultant, and project manager focused on Customer Success and
development of plans for customers outlining critical success factors, metrics for success, and potential
issues.
Articulate, results-focused, detail-oriented senior consultant and project manager with expertise in technical
aspects of Infor software and applications, including maintenance, troubleshooting, and upgrade activities.
Exceptional interpersonal communication talents –Logical and level headed, able to resolve escalated customer
issues quickly and completely by establishing trusted adviser relationships, promoting two-way communication,
and working to ensure customer satisfaction. Skilled at developing customer success plans that outline critical
success factors, metrics for success, and recommendations. Excellent collaborator, willing to take on additional
responsibilities as required.
Areas of Expertise
• Healthcare Consulting • Leadership & Team Building • Software Implementation
• Software Documentation • Application Integration • Enterprise Resource Planning
(ERP)
• Project Management • Business Analysis • Healthcare Information
Technology
• Continuous Process Improvement • Requirements Analysis •
Software Development Lifecycle (SDLC)
• Disaster Recovery • Quality Assurance • Vendor Management

Technological Expertise

Technical Installations: Lawson V8.0 – V10.x (Unix and Windows), including horizontal-scaled
environments, updates, and upgrades; Infor S3; Landmark V10 – V11, incl. APIA, LTM (Talent Management);
Third Parties; Bouncy Castle; Java; Perl; Tivoli; WebSphere; Microfocus COBOL
Lawson Installations: LCT 9.0 – 10.x; MSPs; CTPs; Lawson Budgeting and Planning (LBP); Lawson
Time and Expense; Lawson Distributed Single Sign-on (DSSO); Lawson Security (LS)
Migrations / Updates: Lawson 8.09.0Infor V10, V11

Accomplishments

 Customer Success Manager: Promote success in endeavors by establishing trust relationships with
clients and team members, quickly and smoothly determining client preferences and standards for
utilization in project planning.
 Lawson ERP Consultant: Ability to plan, coordinate, and install Lawson ERP software applications in
Windows and Unix environments in both horizontal and non-scaled environments and conduct testing at
the end of each installation or upgrade to ensure proper functionality.
 Systems Consultant: Provide Subject Matter Expertise on short- and long-term projects to address
variety of issues for clients, focused on optimal functionality, including on-site and remote client support
for installations.
 Career Experience

Apex Managed Services, Glen Allen, VA 9/2015 – 8/2022

Customer Success Manager (Remote)
 Interpreted client requirements to architect implementation plan meeting client’s business and technical
needs. Delivered consulting solutions for large, complex projects and served as subject matter expert. Led
vital work streams and directed and monitored work of project team. Communicated risks to project
leaders and management and provided sales support, including proposals, presentations, work estimates,
and Statement of Work preparation. Managed key client relationships and those with internal partners,
vendors, employees, and customers. Leveraged current Avaap methodology, best practices, and tools to
deliver client solutions. Identified opportunities for improvement and drove enhancements.
 Built strong and trusted relationships with clients, colleagues, and consultants, both onshore and offshore.
 Provided 24/7 Technical and Customer Success Management support.

Apex Systems, Glen Allen, VA 9/2015 – 8/2022

Senior Consultant (Remote)
 Serve as technical leader, business consultant, and project manager specializing in all technical aspects of
Infor software, enterprise cloud software preconfigured for specific industries, and applications, including
maintenance, troubleshooting, and upgrade activities. Interacted with solution architects, client partners,
and customers to detail requirements and explain the Infor Document Capture processes. Built
enhancements, customizations, and new integrations to Infor applications.
 Developed positive customer experiences and fostered healthy working relationships, acting as bridge
between support and sales teams. Contributed to building relationships, implementing new programs
increasing business revenue potential and minimizing churn rates. Directly liaised with clients to help
solve problems and ensure satisfaction. Collaborated with members of technical team to resolve escalated
customer issues quickly and thoroughly.
 Recognized for establishing and adhering to standards of excellence for work products and devotion to
solving difficult client problems, even if outside current scope of expertise.
 Actively developed and reviewed project plans and delivery requirements and synthesized information to
fluently tell a complete and technically detailed story to clients.
 Received recommendations from Lakeland Regional Health (LRH) and Avaap for the Avaap LEAD
program, citing positivity, high energy, willingness to face any challenge, and internal drive for
continuous feedback.

Owensboro Medical Health System, Owensboro, KY 11/2014 – 8/2015

Systems Analyst III
 Served as System Administrator for Lawson Infor ERP to develop, implement, upgrade, and maintain all
Infor and related systems, including automated workflows, interfaces, testing, and reporting. Mentored
and shared technical knowledge and ensured deadline and customer service standards met. Performed
functions of System Analyst to ensure service delivery during peak periods. Partnered with HR,
Accounting, and Finance to ensure integrity and accuracy of data and all system information.
Collaborated with IT staff, end users, and vendors to determine root causes of system issues and
troubleshoot solutions. Maintained access, controls, and security of Lawson Infor modules and other
related systems based on established policies and procedures.
 Efficiently completed build-out of SharePoint site for projects within the first year.
 Successfully assisted client with updates to EDI and created training materials.

Dell, Inc., Austin, TX 10/2012 – 11/2014

Lawson ERP Senior Advisor (Remote)
 Facilitated gathering and interpretation of business requirements, created functional specifications, and
determined the most efficient and appropriate technologies to achieve desired outcomes for Lawson ERP
implementations in Windows and UNIX environments. Performed analysis of business models, logical
specifications, and customer requirements. Analyzed, manipulated, and presented data to support
 decision-making. Assisted in preparing and executing regression and QA tests for configuration changes,
upgrades, patching, and enhancements. Resolved and prevented re-occurrence of issues impacting system
operation, import and export of data, and connectivity to supporting systems.
 Administered, designed, and developed Lawson ERP site for Dell, including implementation of
SharePoint 2010.
 Provided Technical On-call support and System Administration for nationwide Lawson ERP
implementation for Coram Health Care.
 Created detailed plans for upgrade of Lawson ERP Unix-based site at JHSMH / Kentucky One.

Xerox Corporation, Dallas, TX 6/2008 – 8/2011

Lawson Technical & Management Consultant (Remote)
 Supported multiple clients in technical lead role, working with both Windows and Unix environments,
primarily for Infor products, including updates, upgrades, support, project planning, and testing.
Successfully provided
 support to all clients and built strong relationships.

PREVIOUS EXPERIENCE:
Technical Operations Consultant – Orsyp’s Dollar Universe, Humana, Louisville, KY
Systems Analyst III, University of Louisville, Louisville, KY
Senior Systems Consultant (Remote), Superior Consulting Co., Southfield, MI

Education:
Associate of Applied Science (A.A.S.), Business Management / Technology
Jefferson Community College, Louisville, KY