Marcus Paige

Information Technology and Business Analyst Professional

**** ******* ***.

Norfolk, VA 23513

757-***-****

adg27a@r.postjobfree.com

EXPERIENCE

Decisions LLC, Chesapeake, VA— Support Team Lead

SEPTEMBER 2019 - PRESENT

● Lead a small team of platform Subject Matter Experts (SMEs) in supporting Decisions users both internally and externally by ensuring that they apply soft skills properly when providing customer service, providing them guidance in research efforts towards troubleshooting user issues, and Collaborating with them or cross-functionally across teams to resolve issues

● Act as the Designer repository Import/Export SME for the Decisions platform, providing training and creating training collateral for internal and external use. Sometimes operate in a Business Analyst role in reference to this specialization, Documenting and creating training material for integrating Decisions' Designer Repository with 3rd party version control systems such as Git and Azure DevOps.

● Maintain a fundamental knowledge of multiple SME specific categories and how they interact with the Decisions platform including topics such as Active Directory, Multi-tenant configuration, API integration, Business Rule/workflow automation, and SQL server configuration and integration

● Leverage knowledge of SQL and Decisions' relational Database structure to query and manipulate data towards addressing user issues and questions

● Work closely with the Support manager, upper management, and key stakeholders to ensure that high stakes tier 3 and above issues are promptly identified and addressed

● Collaborate with Decisions SMEs and other departments to create in-depth training documentation for the Support team

● Created a temporary training structure for Decisions SMEs to train future SMEs, store training collateral, and more easily disseminate their knowledge to the team

● Coordinate with Decisions SMEs to craft live training scenarios and host weekly training meetings with the support team based on issues that SMEs have experienced on the job

● Coordinate with our Sales and Customer service team to plan weekly meetings to update the Support team on recently churned customers and customers currently being white-gloved as well as product defects and feature requests identified in the last week.

● Coordinate daily meetings with my portion of the Support team to discuss the status of tickets currently in their queue, identify next steps for those tickets, and how to best manage and address their current workload

EDUCATION

Old Dominion University

Bachelors of Science in

Business Administration -

Concentration in Information

Systems and Technology

Norfolk, VA - May 2017

Yonsei University

Study Abroad Program -

International Business and

Korean Culture and Philosophy

Seoul, South Korea - August to

December 2015

PROGRAMS/PROGRAMM

ING LANGUAGES

SQL

HTML

CSS

Javascript

Visual Basic

Windows/MAC OS

Quickbooks

Google Suite

Microsoft Office

● Manage the after-hours shift scheduling leveraging excel spreadsheets and the Decisions Business rule automation platform

Decisions LLC, Chesapeake, VA — Technical Business Analyst MARCH 2018 - SEPTEMBER 2019

● Collaborated with customers and internal teams to gather information towards creating requirements documents for future projects and drafted project models consistent with their expectations.

● Created project deliverables based off of requirements documents

● Assisted customers in designing and implementing specialized data migration plans for customers

● Created and edited policies and procedures for the Decisions business automation software.

● Planned, optimized, and implemented QA testing for new product releases.

● Mentored new team members during onboarding.

● Provided support to customers in integrating their business processes with the Decisions software.

● Provided support for our Proof of Concept (P.O.C.) and Professional Services (P.S.) Teams in tackling product related exception messages and general knowledge questions when working on customer projects.

DAO Group, Virginia Beach, VA — Help Desk Associate JULY 2017 - MARCH 2018

● Trained new employees to handle client support inquiries, troubleshooted David A. Ortiz (DAO) Group hardware and software, created reports, and staged equipment. Created and modified training materials and documentation for employees for training clients in utilizing DAO products.

ODU Libraries, Norfolk, VA — Learning Commons Assistant SEPTEMBER 2016 - JULY 2017

● Responsible for supervision and training of STEP employees in the ODU Learning Commons, ensuring that work policies were adequately followed. Served as the first point of escalation for STEP employees for troubleshooting issues and patron requests. Prepared daily shift reports on the current state of the library, any documents modified during a shift, and any new issues that were experienced, as well as details on resolution/escalation. ODU - Information Technology Services (ITS-STEP

Program), Norfolk, VA — Team Lead

MAY 2016 - AUGUST 2016

● Promoted to team lead. Involved in coordinating and training consultants in their job duties, compiling monthly reports on employees and given access to control password reset solutions. ODU - Information Technology Services (ITS-STEP

Program), Norfolk, VA — Consultant

FEBRUARY 2016 - APRIL 2016

● Hired as part of ODU’s Student Technology Employment Program

(STEP) to gain practical knowledge and work experience in the IT field. Duties included handling inquiries on books and interlibrary loans; troubleshooting library and student equipment such as printers, computers and laptops; providing solutions to issues through knowledge of Windows and MAC OS and searching the internet.

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