• Leveraged Microsoft 365 collaboration tools—SharePoint, Microsoft Teams, OneDrive for Business, and Viva Engage, alongside apps like Lists, Forms, Viva Insights—to architect tailored solutions. • Participated in weekly meetings for new archiving tool, by providing a voice for end users to ensure understanding and adoption. • Facilitated regular drop-in sessions for additional support of new archiving tool/process.• Provided experienced feedback for better adoption of company retention policy.• Responded to end user requests for support in SharePoint, Teams and OneDrive.• Worked closely with Change Management in promoting projects, managing UAT testing and creating training and support materials for new archiving solutions.• Created and developed training and self-service tutorials.• Worked closely with early adopters to gather feedback on the impact of the new technology on current working practices.

• Leveraged Microsoft 365 collaboration tools—SharePoint, Microsoft Teams, OneDrive for Business, and Yammer, alongside apps like Planner, Lists, and Forms—to architect tailored solutions. • Provided custom training and coaching to individuals and teams on how to best organize their SharePoint or Teams site to allow their members to access content quickly and efficiently. • Created and delivered global training on topics for Microsoft collaboration tools based on feedback from bi-annual company survey and feedback from Service Desk on tickets provided for same.• Spearheaded the establishment and management of a global Yammer community, handling 15-20 daily inquiries, streamlining technical troubleshooting for the Service Desk. • Pioneered the development and curation of a comprehensive ‘My Collaboration’ site, housing pivotal resources—product insights, training modules, instructional guides, case studies, and robust support resources—catering to global audiences. Site included ‘quick access’ guides along with short, easy to use videos. • Provided re-useable, on-demand training/coaching material.• Ran monthly ‘drop-in’ sessions.• Possess foundational knowledge of Power Platform components - Power Automate, Power Apps, and Power BI.

• Provided end user training, coaching and support on migrated sites and content from SharePoint 2007 to 2010 to SharePoint 365• Provided training and coaching as part of the new employee onboarding process.• Provided re-useable, on-demand training/coaching material.• Facilitated understanding of the migration process for teams, acting as a liaison to ensure smooth transitions and aiding in the reconstruction of new pages with updated web parts. • Executed smaller migrations (500 documents or fewer) independently using Sharegate, a third-party migration tool. • Held a pivotal role as a lead business partner, supporting Americas lines of business, and fostering collaboration with a global delivery team to escalate issues and communicate requirements for development projects. • Implemented substantial improvements to operational efficiency, introducing new triage components for the global Service Desk, resulting in a notable reduction in response time for end-user support.• Collaborated with third-party contractors to oversee the seamless migration of SharePoint systems from 2007 to 2010 and subsequently to SharePoint Online.• Instituted significant enhancements in operational methodologies, introducing new triage components for the global Service Desk, resulting in a notable reduction in response time for end-user support, thereby optimizing support effectiveness.

• Directed and supported Customer Support Representatives, ensuring efficient handling of customer inquiries through proactive management and a visible presence on the floor. • Acquired expertise as a subject matter authority in all Customer Service systems, processes, and policies, facilitating seamless operations within the team. • Acted as a strategic liaison between customer service, marketing, sales, and IT, fostering cohesive support and communication channels across departments. • Innovated a SharePoint solution tailored for customer service representatives, enhancing service call and email quality by providing dedicated support tools. • Spearheaded the implementation, training, and adoption of SharePoint capabilities for line of business teams, facilitating the transition from outdated tracking tools and inefficient document repositories to a more streamlined and effective system.

As the Quality Manager it was my responsibility to create a program that would develop and sustain a high level of quality through call and email monitoring. Based on the needs of the company, the daily/monthly call and email monitoring criteria was created as a means to critique the individual, while at the same time provide necessary and important information for company growth. I displayed a keen talent for analyzing situations and combining results with personal observation to effectively improved processes as a means to develop our overall Customer SatisfactionAs the Training Manager I created and facilitated a detailed new hire training program that provided the department with strong, efficient and knowledgeable new representatives. I would indentify and address any subsequent training needs to resolve operational and performance challenges. I have an innate ability to attend to details while maintaining focus on strategic future direction. I would continually seek more effective methods of working to improve profitability, customer service, brand recognition and staff retention.