Open to opportunities

Sharon Collier

@sharoncollier

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Results-driven IT support professional with extensive technical expertise.

United States

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What I'm looking for

I am seeking a role that fosters collaboration, encourages innovation, and offers opportunities for professional growth in IT support and management.

I am an accomplished IT operations leader with over 23 years of extensive technical expertise in IT Support, HR Data Management, and Service Management. My career is marked by a proven track record of managing and swiftly resolving high-impact incidents and escalations. I excel at spearheading technical support teams and overseeing a wide array of data systems, applications, mobile devices, and software implementations within dynamic global customer service environments.

My proficiency in delivering unparalleled support to end-users across various frameworks, including Agile, Lean, and Waterfall methodologies, sets me apart. I have a unique capability to engage effectively with diverse audiences, consistently exceeding service level agreements (SLAs). I thrive in both collaborative and remote settings, forging impactful partnerships with vendors, customers, stakeholders, and cross-functional teams at all organizational tiers, which enhances operational efficiency and service excellence.

Experience

Work history, roles, and key accomplishments

Current

Senior Technical Support Associate

Current

Infosys

Jan 2022 - Present (3 years 4 months)

Provide comprehensive support for the software development lifecycle, performing root-cause analysis and improving knowledge management workflows. Adhere to ITIL and Agile standards to maintain best practices.

Technical Support Incident Management ITIL Agile Root Cause Analysis

Cloud Service Administrator

Truist

Collaborated with stakeholders to facilitate issue resolution and provided administrative support for cloud services, optimizing system performance.

Cloud Services Stakeholder Management Optimization Technical Support

Program Manager

2020 Census

Oversaw a team promoting census participation awareness, addressing barriers to engagement and coordinating resources for community members.

Project Management Community Outreach Team Leadership

Manager, Product Management

American International Group & Affiliates (AIG)

Directed incident response for corporate intranet, managing escalation procedures and developing reporting systems to improve service metrics.

Incident Management Reporting Systems Service Management Communication Team Coordination

Senior Data Research Analyst

American International Group & Affiliates (AIG)

Ensured content accuracy and functionality of complex data systems, resolving technical issues and facilitating communication among global teams.

Data Analysis Quality Assurance Technical Support

Business Systems Analyst

American International Group & Affiliates (AIG)

Provided analysis support for User Acceptance Testing, assisting with maintenance and troubleshooting of financial operations systems.

User Acceptance Testing Financial Systems Troubleshooting Maintenance

Independent Business Owner

BeyondHomeShop.com

Managed online sales and the overall look of the company’s website, focusing on generating sales through various online channels.

Sales Strategy Digital Marketing Customer Engagement

Billing Analyst - Disputes

Lumen

Established billing protocols for accurate invoice processing, ensuring compliance with contractual obligations and regulatory standards while updating billing systems.

Billing Management Data Analysis Compliance Financial Reporting

Financial Assurance Analyst

Lumen

Analyzed financial data for affiliate circuits, partnering with Finance and Operations teams to manage a large volume of financial records while achieving high accuracy.

Financial Analysis Data Management Compliance