Marjorie Hicks, CAPM
●Web Application Testing
Seasoned management professional with extensive work in both private and government sectors providing policy training and technical support. Adept at monitoring programs, tracking progress, identifying needs and developing solutions to challenges. Outstanding communication and interpersonal skills as well as ability to be creative and adapt to any environment.
Certified Associate in Project Management, December 2018
Project Management Institute
Train the Trainer November 2017
Wake County Human Resources
Web Publishing using SharePoint April 2017
Wake County Human Resource
Adjunct Instructor Wake Technical Community College- NC FAST - Raleigh, NC June 2017 to Present
●Prepares instruction for Food and Nutrition and NC FAST systems class that reflects appropriate learning objectives.
●Develop classroom materials that support the goals of the course.
●Uses formative assessment and analysis techniques to improve learning.
●Designs curriculum and create a schedule of instruction adhering to set deadlines.
●Collaborate and maintain communication with course committee instructors and participates in instructional discussions.
●Remains up-to-date on technology and methods of teaching with technology.
●Maintains accurate records of student work and attendance.
On-Site Support Specialist Wake County Government - Raleigh, NC January 2015 to Present
●As a member of the Staff Development team I am responsible for human services systems and policy training.
●On Site Support team member responsible for providing technical support related to workers using various agency computer systems including NC FAST and OnBase.
●Provide one on one technical support to case managers using knowledge of human services policy and procedures in order to facilitate processing entitlement benefits for clients seeking services.
●Perform troubleshooting and analysis of system issues for case managers and work with external professional agencies such as the State NC FAST help desk members and Operational Support members in order to resolve issues.
●Assist users with hardware issues including laptop, printer and connectivity problems.
●Log issues in SharePoint ticket tracking system using data to analyze trends and timeliness of ticket resolution.
●Agency security officer responsible for onboarding new staff, administering various IT systems ID’s, resetting passwords, revoking and changing employee access and coordinating annual audit of security documents.
●Develop training material used to improve staff knowledge.
●Designed and maintain team social media website used to engage and communicate system and policy updates to staff.
●Travel to various agency locations conducting group training on system navigation as it relates to team functions.
●Provide training to staff in using various programs including Curam Social Program Management (NC FAST), OnBase, Skype and Office 365.
●Assist in the development of training materials used by Staff Development team.
●Provide training in new programs and policies to case managers, supervisors and others in order to improve productivity.
●Participate in special projects as needed.
NCFAST Software Tester State Of North Carolina July 2013 to December 2014
●Extensive knowledge of the IBM/Curam healthcare product NC FAST used to improve the efficiency of managing eligibility for entitlement services.
●Experience using various operating systems and browsers in the execution of test scripts.
●Perform manual testing of scripts and consult with business managers in the modification of test plan details to ensure test reflects software design, business needs and scope of project.
●Identify, analyze, document and validate defects in a timely manner.
●Work closely with developers in the resolution of issues detected.
●Extensive experience with HP Quality Center, JIRA as well as Sharepoint using all as a means of tracking defects and communicating issues and progress of the project with other team members.
●Perform staff development and training as needed in order to assist end users with issues that may arise in production.
●Participated in functional, regression, and user acceptance testing phases.
●Excellent problem solving and organization skills.
●Superior written and verbal communication skills.
●Ability to work with minimal supervision, master new tasks quickly and adapt to change.
Qualified Mental Health Professional Independent Contractor - Durham, NC June 2008 to July 2013
●Provided residential and community support services to both adult and child consumers with various mental health diagnoses.
●Coordinated initial and ongoing assessment plans.
●Ensure NC TOPPS assessments and opening paperwork are prepared/submitted meeting timeliness goals.
●Led treatment team meetings and developed or revised Person-Centered Plan.
●Provided case management to arrange, link or integrate multiple services and resources and continually assessed the individual’s need for services.
●Supervised functions provided by direct care staff ensuring proper implementation of the PCP.
●Assisted in developing and monitoring family psychoeducation component when appropriate and supervised therapeutic mentoring.
Bachelor's Hampton University
HP Quality Center, JIRA, Microsoft, NCFAST, Sharepoint, Office 365, Wordpress