Customer Service Manager

T omeka (Nikki) Williams

**** ******** ****** *********, ** 282**-***-*** 3491 ********@*****.***

PROF ILE

SharePoint enthusiast with talent to promote collaboration, improve efficiency, and increase productivity. Strong

organizational skills, ability to quickly grasp and implement new technology, detail oriented and analytically disposed,

i nnovative problem-solving ability, a passion for providing great customer service, and self-motivation to deliver beyond

expectations a professional with a strong work ethic and a purposefully positive attitude.

P ROFESSIONAL EXPER IENCE

Network Systems Administrator (Contractor)

Modis @Bank of America – Global Anti Money Laundering & Economic Sanctions, Charlotte, NC, 10/2010–3/2011

Managed content and permissions for multiple SharePoint sites

Designed strategy for creating a portal environment for this team of about 300 users

Created and implemented a portal environment for the business

Analyzed business needs for various teams to determine and implement appropriate SharePoint features

Used SharePoint functionality to improve efficiency and increase productivity

Trained end users to use newly implemented processes

Created documentation

Designed graphics for use on sites

Designed a process via SharePoint which resolved a long-standing reporting challenge

Helped to unify a business plagued by disconnect and inefficiency due to departments operating in silo environments

Web Designer / SharePoint Consultant (Contractor)

Yoh Services LLC @American Tire Distributors, Inc., Huntersville, NC, 5/2010-8/2010

Managed content on Portal/SharePoint

Developed new structures in SharePoint to extend portal functionality

Created graphical page elements used in web applications

Created/modified ads for commerce sites

Built a nationwide contact directory

Gained experience with SharePoint as it relates to Business Intelligence (BI)

Web Content Manager (Contractor)

Bradford Management Group @LPL Financial, Charlotte, NC, 9/2009-10/2009

Managed a web-enabled environment to organize, display and share information, documents and knowledge using

M icrosoft SharePoint Server 2007 as well as HTML

Integrated enterprise content with SharePoint, to include personalization, workflow and restricting access to content

Developed custom web parts

Performed troubleshooting development issues

Completed many unresolved projects which preceded my employment

Converted spreadsheet-based content into appropriate SharePoint lists

Designed a company-wide employee recognition tool

Redesigned the internal web presence for two business units

Created a web-based form for submitting requests to the marketing department

Communications Specialist (Contractor)

OfficeTeam @Lewis Engineering, Concord, NC, 4/2007-5/2008

Performed as SharePoint Administrator, with duties to include implementing use of the software, setting up and

p rovisioning users to utilize the resource, delegating permissions, and employing site definitions, custom page

layouts, SharePoint web services and web parts development

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Tomeka (Nikki) Williams

Used MS Excel extensively for invoicing, bookkeeping, logging and tracking inventory and creating forms

Improved workflow efficiency by implementing the software

Greatly improved the established invoicing process

Communications Specialist

Educational Credit Management Corporation (ECMC), Richmond, VA, 3/2001–5/2004

Produced training, marketing and other business material, to include forms, templates, presentations, and graphics

for Web and print, CDs, certificates, brochures, newsletters and web pages.

Automated a monthly report to track relevant loan volume which account managers used to guide client focus

Automated company’s expense reporting form

Created an online template used by the company’s management to evaluate employees and received a $2,500 bonus

Created curriculum for and facilitated a Level 1 MS Excel training course

Created and revised key portions of the National Council of Higher Education Loan Programs (NCHELP) website

Completed various temporary assignments while earning certification in Computer-aided Graphic Arts, 9 /1999–3 /2001

Documentation Analyst / Intranet Administrator

I KON Office Solutions, Macon, GA, 1/1998–9/1999

Appointed and provisioned Content Managers and Content Editors to produce and maintain Web pages according to

established standards

Created and maintained documentation of IT standards

Implemented a hard- and soft-copy newsletter to communicate with end users about relevant, in-house IT issues

Documentation Specialist

E xCel Corporation, Richmond, VA, 7/1996–12/1997

Composed clear, readable copy of technical information to be used by technical and non-technical personnel

Produced manuals, training tools, reports, pamphlets and brochures using MS Office products

EDUCAT ION / TRA IN I NG

SharePoint Server 2007 virtual labs, Microsoft.com, 7/2009-present

Certificate, Computer-aided Graphic Arts, Media Arts, Richmond, VA, 1/2001

Bachelor of Arts, Communications, George Mason University, Fairfax, VA, 5/1996

RELEVANT COMPUTER PROF IC IENCY

Microsoft Office SharePoint Server (MOSS)

Microsoft Office SharePoint Designer

Microsoft InfoPath

Microsoft Office Professional Suite (Excel, Word, Publisher, Outlook, Access, PowerPoint)

Adobe Creative Suite (PhotoShop, Illustrator, Acrobat)

HTML

“Thanks so much for your great work. … It’s already saving me time!”

VP-Corporate Communication, LPL Financial

“I am truly blown away by your talent. Thank you so much for doing such excellent, creative work.”

President, ECMC Group Foundation

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Tomeka (Nikki) Williams

“In addition to her work on the E-Library, Nikki Williams has been extremely helpful in solving several problems

NCHELP was experiencing with other key sections of the website.”

President, NCHELP

“Not only did she take my suggestions, she also went beyond them and identified several additional ideas …”

Associate Vice President, ECMC Group

“Her attitude is wonderful, making it a positive experience to work with her.”

IT Professional, IKON Office Solutions

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