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@sharoncollier
Results-driven IT support professional with extensive technical expertise.
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.
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Work history, roles, and key accomplishments
Infosys
Jan 2022 - Present (3 years 10 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.
2020 Census
Oversaw a team promoting census participation awareness, addressing barriers to engagement and coordinating resources for community members.
American International Group & Affiliates (AIG)
Ensured content accuracy and functionality of complex data systems, resolving technical issues and facilitating communication among global teams.
Truist
Collaborated with stakeholders to facilitate issue resolution and provided administrative support for cloud services, optimizing system performance.
American International Group & Affiliates (AIG)
Directed incident response for corporate intranet, managing escalation procedures and developing reporting systems to improve service metrics.
BeyondHomeShop.com
Managed online sales and the overall look of the company’s website, focusing on generating sales through various online channels.
Lumen
Established billing protocols for accurate invoice processing, ensuring compliance with contractual obligations and regulatory standards while updating billing systems.
American International Group & Affiliates (AIG)
Provided analysis support for User Acceptance Testing, assisting with maintenance and troubleshooting of financial operations systems.
American International Group & Affiliates (AIG)
Oversaw service center operations, managing ticketing systems and ensuring service delivery excellence for intranet support services.
Community Improvement Association of the Oranges
Provided administrative support for business operations and facilitated communication among various agencies to address community needs.
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.
Degrees, certifications, and relevant coursework
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