SHARON L COLLIER

Newark, NJ ***** 973-***-**** adconc@r.postjobfree.com www.linkedin.com/in/sharonlcollier

it support professional

Technical Support Incident Management Digital Media Data Management Customer Support

Excellence-focused IT leader successfully managing incidents, technical support teams, data systems, applications, and web content for a global customer service center. Repeatedly and progressively promoted within an international company with 90M customers in 100 countries. Well-respected by colleagues for routine top performance, including the rollout of high-value solutions yielding higher productivity. Consistently fulfills often strict deadlines and capably adhering to and surpassing service level agreements (SLAs). Easily excels in collaborative and remote environments.

core accomplishments

Supported roll out of Single Sign-On authentication features for global access by 80K+ personnel/consultants.

Added intranet content and supporting information to SD Tridion and SharePoint platforms.

Administered a global SQL database for AIG's proprietary portal able to support extensive interactions.

Converted the AIG data repository from a proprietary portal to a system on MS SharePoint (mysite).

Strengthened end-user support and user experience by creating a ticketing process for AIG intranet users.

skills

Troubleshooting & Analysis

Customer Support

Tool Management

Incident and Problem Management

Team Leadership & Training

Process Improvement

Service Level Agreements (SLA’s)

Knowledge Article Management

User Experience (UX)

Content Management

Ticketing Systems

Problem Resolution

Professional Experience

COMMUNITY IMPROVEMENT ASSOCIATION OF THE ORANGES, Orange, NJ

Program Manager (2020 – Present)

Responsible for supervising a team of Census Liaisons and IT Coordinator in educating the community members about the significance of the Census. Coordinate efforts of the Orange community and various non-profit, civic organizations, local businesses, and churches.

BEYONDHOMESHOP.COM

Independent Business Owner (2017 – Present)

Responsible for the online sales of the brand. Oversee the look and feel of the company’s website and are responsible for generating sales via online channels.

AMERICAN INTERNATIONAL GROUP & AFFILIATES (AIG), Berkeley Heights, NJ

Manager, Product Management-Employee Digital Media & Incident Escalation (2016 – 2017)

Served as a SME (Subject Manager Expert) and liaison between Employee Digital Services’ Tier 2 Level Support and the Global Services Help Desk for the corporate intranet site. Streamlined the executive video hosting functions.

Developed a process and procedures that ensure Incident Management and Service Desk related action items are tracked and completed.

Conducted training and technical assistance to Help Desk agents and end users.

Work as part of the Incident Management team to ensure that the performance of the team achieves the defined performance targets and KPIs.

Ensure proper tracking and documentation of the incident, provide regular updates to all team managers in charge.

Provided Incident Management reporting to management teams.

Working knowledge of relevant technologies (e.g. Windows, SharePoint, Email, Active Directory, and Enterprise File share etc.)

Consults with other teams on proper integration and correlation of the change, incident and problem management process and their respective areas.

Key Accomplishments:

Increased First Call Resolution (FCR) for Global Service/Help Desk Tier 1 support by uncovering and remedying repeated emerging incidents, updating knowledge articles, and working in close concert with Team Leads and Case Management team. This resulted in a reduction of Tier 2 incidents by 88% and average resolution dropped from 3.5 days to 4 hours.

Escalating service level agreements (SLAs) from 75% to 100%.

Researched optimal video hosting options on-prem and cloud environments, tested and implemented the solution which resulted in improved quality of and turnaround times for video operations.

Hosted 300+ high-profile executive videos with more than 100,000 views companywide on Mobile and Desktop devices.

Technical Support Manager (2011 – 2016)

Managed intranet site sections and tools while dually managing ticketing systems triaging to the appropriate content managers as part of daily operations for Global Intranet Support Services (GIS). Helped administer GIS support service level agreements (SLAs). Conferred with customers and support groups as part of both post-production and tier 2 escalations. Mentored and led diverse teams, monitoring their performance.

Key Accomplishments:

Evaluated service-related tools, proposing improvements for rollout throughout the company. Enabling employees to do self-updates to the employee directory effectively replacing three full-time resources translating to $150,000 to $200,000 dollars in savings each year.

Generated in-depth activity reports and metrics for review by management via dashboards.

Optimized the intranet as part of project management accountabilities, additionally compiling requirements, completing user acceptance testing, and coordinating production verification, meeting all ITIL framework services support requirements.

Administered Video Integration Services for VIP and other key stakeholders.

Senior Data Research Analyst (2002 – 2011)

Managed data systems content and functionality supporting an international customer service center as the key contact between AIG and member companies around the world. Completed the quality assurance and user acceptance testing phases of proprietary systems.

Key Accomplishments:

Maintained the global online directory of employees, products, and service centers partnering with 4K subject matter experts (SMEs).

Contributed to the seamless operability of an internal network consisting of 300K records, ~1K updates daily, accessed by 130K personnel worldwide.

Evaluated employee data feeds for company divisions worldwide as part of quality assurance.

Business Systems Analyst (2001 – 2002)

Supported the Chile User Acceptance Testing (UAT) environment and Financial Accounting System (FAS)/Computron with quality analysis assistance. Developed a database to more effectively track and resolve issues enabling financial and actuarial staff to meet reporting deadlines.

Key Accomplishments:

Orchestrated quality support for the Program Management Office (PMO) as well as analysis for Unearned Premium Reserve (UEPR) and Cognos reporting.

Delivered quality support for the Program Management Office (PMO) group.

Performed comprehensive testing for GENESIS, STAR, AES, and FLASH mainframe reporting systems.

Calculated system requirements, skillfully coordinating analysis testing for projects such as an Expense Database and Genesis Re-engineering.

Education

Certificate Courses: Cyber Security & Salesforce - October 2019

Udemy Inc

Associate of Applied Science: Microcomputer Systems Applications

Essex County College, Newark, NJ

Honors: National Dean’s List; Phi Theta Kappa

Additional training and skills

Intro to PMP, PowerBI, SharePoint, Salesforce, IT Service Management service delivery and service support, Time Management, Multi-tasking, Strong Cross-Cultural and Cross Functional Written and Verbal Communication Skills, Learn Quickly, Adapt effectively to dynamic environments, Training at all levels within organization.

Technical Proficiency

Systems: Windows NT, Windows XP, Windows Vista, Windows 7, Customer Information Control System (CICS), PC/NT, Dell Pentium, Virtual Storage, IBM Mainframe 309X Series EA, Optiplex XL 590, IBM Access Method (VSAM), CA SiteMinder

Databases: DB2, Windows Sybase, DBArtisan, Active Directory

Languages: Visual Basic, Microsoft SQL, HTML,

Software: Microsoft Office, Cognos, Lotus Notes, MS Project, MS Visio, Office 365, SharePoint 2010 and 2013, Tridion, PVCS Version Manager, Novell iManager, LDAP, PeopleSoft, Workday, Remedy, ServiceNow, SONIC, Various Desktop Publishing programs, Digital Media Software (Onstream DMSP Streaming Publisher, Microsoft Azure)

Servers: Apache, MS Windows Server

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