Customer Support Rpg

Paulette McLeod

**** ******** ****, **

Conyers, GA 30013

404-***-**** (cell)

770-***-**** (home)

*********@*****.***

SUMMARY

Extremely self-motivated with the ability to be proactive with project execution. This includes 30 years of experience and passion for management, customer support, training, software development and learning new technologies as well as supporting software systems using agile software development in C++, C#, PowerBuilder, and full stack design and IoT Platforms.

EDUCATION

Middle Georgia State University

Associate of Arts, Data Processing

EXPERIENCE

Georgia Public Defender Council, IT/ISS Manager

November 2017 – October 2021

•Planned, organized, directed, implemented and evaluated the operations of the Agency Information systems

•Managed computer inventory records

•Work with the Circuit Public Defender offices to ensure all Agency employees are provided with needed equipment

•Provided estimated IT costs to Director for budget purposes

•Performed annual reviews for team members

•Determined hardware, software, training, and personnel needs for the Agency

•Continually evaluated customers’ security needs for IT applications and evaluated the current options available

•Ensured customers adhered to State’s Cybersecurity policy

•Monitored and supported the agency’s website and intranet

•Overseed the evaluation of the unit’s internal processes, procedures and technologies to improve efficiency and ensure quality deliverables

•Participated in the coordination of systems administration and network administration

•Monitored the staffs’ installation, maintenance, and support of IT products/services

•Supported customers on the State’s product suite through telephone and electronic communication

HCL America, Senior Manager

November 2014 – February 2017

•Performed same functions previously done with Infor

•Trained Offshore resources on the SmartStream Human Capital Management Products and functionality

Infor (formerly Dun & Bradstreet), Mgr. HCM Support & Maintenance/Development & Project Manager

January 1995 – November 2014

•Delivered regular status updates and progress reports to management

•Mentored and trained new team members and provide feedback on progress

•Performed semi-annual and annual reviews for team members

•Determined hardware, software, training, and personnel needs for yearly budget

•Represented HCM support team at professional conferences

•Planned and attended weekly conference calls with support management and customers

•Acted as escalation point for client issues

•Created training plans for new team members and taught classes to new associates

•Reviewed and assigned maintenance defects to Product Maintenance staff

•Acted as Project Leader for major deliverables for the HCM application

•Strategic in maintaining 95% margin for case resolutions and solution/knowledge-based articles (KBs)/defects delivered

•Instrumental in increasing customer base by 80%

•Applied service packs and individual patches to internal test server environments on Windows NT, Sybase, & MSSQL platforms

•Documented & communicated defects to Product Maintenance/Development group

•Tested code fixes created by Product Maintenance on appropriate platforms

•Recorded and tested feasibility of customer suggestions for product enhancements

•Used enterprise/data models and design documents to interpret product functionality

•Assisted product maintenance/development in reproducing documented errors

•Acted as application expert for development, education, & product maintenance

•Critiqued test plans and provided feedback to other QA staff

•Defined, researched, & solved moderate to complex problems with HCM products

•Assisted users with implementation of HCM product

•Created effective workarounds for critical issues until resolutions are delivered

•Acted as a Subject Matter Expert (SME) for documentation and training materials

•Forged a strong client and associate relationship

•Ensured regulatory requirements were met for Local, State, and Federal Government

•Assisted designers and technicians in the implementation and installation of new programs

•Analyzed existing programs and updated program terminology to correspond with language

SKILLS

•MS DOS

•MS WIN, NT workstation, XP

•MS Office Suite 95 through Office 365

•MS SQL Server

•SQL

•IoT

•Cybersecurity

•IX

•DELL

•Joomla

•GoDaddy

•Zendesk

•Unix: HP, Sun, Aix

•COBOL, FORTRAN, RPG I & II

•DB Artisan, RapidSQL

•Open Client 10.0.x, 11.x, 12.x

•Sybase 10.0, 11.0 & 12.x

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