ميشيل سمعان

• Leads SAP security and GRC initiatives, managing SAP Access Control modules (ARA, ARM, BRM, EAM) to enforce Segregation of Duties policies and mitigate risk across the SAP landscape.
• Played a key role in the migration from SAP ECC to SAP S/4HANA, ensuring seamless role redesign, access control adaptation, and security compliance during and after the transition.
• Designs and administers SAP security roles (PFCG) and user provisioning processes for 3000+ users, standardizing role templates and NWBC procedures to reduce access request lead time by 30%.
• Implement rule sets and mitigation controls in SAP GRC, conducting regular risk analyses to identify and resolve SoD conflicts, ensuring 100% compliance with corporate governance policies.
• Manages SAP system configuration and transports (TMS), optimizes system performance through proactive health checks and tuning, achieving 99% uptime.
• Serves as primary support contact for SAP issues, diagnosing and resolving complex errors to minimize downtime; collaborates with SAP support and development teams to deploy fixes and enhancements.
• Administers Salesforce security and configuration, sets up profiles, permission sets, and sharing models for 100+ CRM users; customizes Lightning pages and objects to align with business processes.
• Automates Salesforce processes using Flow and Process Builder (e.g., lead assignment, email alerts), reducing manual tasks by 40% and improving team productivity.
• Maintains Salesforce data integrity through validation rules and data imports; generates executive dashboards and reports to track sales and service metrics.
• Provides SAP and Salesforce training to end-users on best practices, driving system adoption and ensuring effective utilization across the organization.

• Administered Freshservice ITSM platform to streamline incident, change, and asset management processes; consistently achieved 100% SLA compliance by prioritizing issues and optimizing workflows.
• Delivered Tier-1 support to a user base of 3, 000+ office and dealership staff, resolving 95% of tickets on first contact through effective troubleshooting and knowledgebase management.
• Maintained network infrastructure (routers, switches, VPN) and Windows Server environment, ensuring 99.9% network uptime; implemented network configurations and resolved connectivity issues.
• Managed Active Directory, including user account provisioning, group policy, and security permissions for 1, 000+ accounts; enforced password policies and access controls to protect sensitive resources.
• Developed and delivered technical training to end-users on new software (e.g., Office 365, VPN access) and IT best practices, improving self-service resolution rates