• As a Customer Experience Specialist, I support the platforms on the Talent All Access Platform (networks, Learning, and HR offerings) ensuring a top-notch user experience.• I am responsible for granting user access and effectively troubleshooting any access issues on the Talent All Access Platform.• My role involves providing comprehensive responses to general inquiries about all Talent All Access Platform products.• I successfully established a streamlined and user-friendly survey space for both the content and publications team and the MMC community, facilitating easy access to survey information.• I optimized processes for the creation and maintenance of learning users on a third-party learning platform, leading to improved efficiency.• Additionally, I efficiently managed licenses for clients and learners on the same third-party learning platform.• I took charge of creating assessments using Qualtrics for Talent All Access Learning courses, enhancing the learning experience for users.• My role includes overseeing global support mailboxes for Mercer Learning and the Talent All Access Platform ensuring prompt and effective assistance to users worldwide.• I actively update learning and networking content on the Talent All Access Platform, keeping it relevant and up-to-date.• I played a key role in restructuring the Content & Publication Teams site by adding channels for each Content & Publication group, leading to better organization and collaboration.• Managing Teams channel membership is part of my responsibilities, ensuring the right individuals have access to relevant channels.

● Collaborated closely with application owners to facilitate the smooth migration of existing applications from Lotus Notes to modern platforms.● Employed various methods such as interviews, demos, and thorough research to elicit and clarify the specific requirements of each application.● Effectively communicated the comprehensive implementation plan to ensure a successful and seamless rollout.● Acted as a liaison between business stakeholders and the vendor responsible for executing the migrations, ensuring clear and efficient communication throughout the process.

• I held a temporary position to provide valuable assistance to the election board staff during both primary and general elections.• My responsibilities included addressing inquiries about voting processes through both phone and in-person interactions, supporting voters with their queries.• I efficiently processed and accepted mail-in ballot applications, ensuring a smooth and organized voting process.• I utilized SmartSheets to manage and organize ballot and application batches effectively, streamlining the workflow.• As part of my role, I diligently processed new and updated voter records to maintain accurate and up-to-date information.• An essential aspect of my duties was verifying signatures on mail-in ballots, ensuring the integrity and security of the electoral process.

● I provided operational support to stakeholders utilizing Mercer's global intranet platform.● Collaborating closely with multi-functional Subject Matter and Knowledge Management teams worldwide was a key aspect of my role.● I played a crucial role in defining standard operating procedures for Knowledge Management documents, ensuring consistency and efficiency.● Utilizing SharePoint, I efficiently uploaded and categorized documents using a standardized taxonomy.● Additionally, I took charge of creating basic web graphics to enhance the visual appeal of various materials.● I successfully rebranded and reformatted content for presentations, brochures, social media, and reports within the MS Office suite.● My responsibilities extended to creating online surveys, SharePoint forms, databases, and lists to facilitate data collection and organization.● I effectively managed document archiving, page removal, and site maintenance within SharePoint.● Monitoring the work request/ticket intake queue, I promptly addressed user inquiries, issues, and enhancement requests related to sites, pages, lists, and databases. Closing over 1000 incidents within a six-month period.● Furthermore, I contributed to the creation of course content in WorkDay Learning, including Playlists, Curricular, and Peer Content, enriching the learning experience for users.

● Actively collaborated with business stakeholders and IT teams to execute the implementation of a SharePoint Intranet site, replacing the previous Lotus Notes-based Intranet.● Devised a comprehensive implementation plan to ensure a seamless and successful rollout of the new Intranet site.● Thoroughly documented detailed requirements, test cases, and use cases to facilitate a clear understanding of the project's scope and objectives.● Diligently recorded analytics and usage data related to the existing Intranet site links, aiding in decision-making and optimization efforts.● Played a key role as a team member in client outreach, engaging in discussions to determine the appropriate disposition of over 2000 custom applications.● Monitored the request queue for new SharePoint-related tasks, promptly addressing and managing incoming work requests.● As a liaison between business stakeholders and the offshore development team, I facilitated effective communication and coordination throughout the project's lifecycle.

• Determined system requirements through interviews, requirements workshops, business process descriptions, and workflow analysis.• Investigated and gathered business requirements by conducting interviews with end users and business stakeholders, defining the scope and objectives of technology solutions.• Created standardized, detailed system and programming specifications based on user needs, ensuring clear communication to the offshore development team for on-time deliverables.• Developed and executed test scenarios and test cases to verify that system modifications and upgrades met the specified requirements.• Led weekly team meetings with the offshore developers to maintain project scope, while developing work plans to ensure timely deliverables from the developers.• Performed root cause analysis of defects, identifying key and recurring issues, and proposed effective solutions to prevent recurrence and improve system stability.• Acted as the SME for highly confidential and sensitive applications containing personnel and financial data.• Served as the second level of support for escalated tickets, addressing in-house customized database problems, intranet performance issues, and applications residing on the intranet. Demonstrated a working knowledge of programming concepts and integrations.• Coordinated with third-party vendors to implement new software applications, establishing and maintaining strong relationships with stakeholders, IT staff, and external vendors.• Proactively monitored application and website content and functionality, identifying potential issues and coordinating solutions with the development/support team.• Created comprehensive documentation to record issues and their resolutions, established proper procedures, and shared best practices on the team's SharePoint site.• Successfully managed projects with the business community and a team of offshore development staff, overseeing projects with a scope of up to 1,000 hours.

● As a Server Administrator/Engineer, I managed Lotus Domino application and messaging servers catering to 10,000+ desktop clients.● My responsibilities included monitoring the servers to ensure 24x7 uptime and smooth operation.

● I served as an Administrator/Engineer responsible for both IBM Lotus Notes and Microsoft SQL application and email servers.● My duties encompassed configuring and maintaining server hardware and software to ensure optimal performance.● Additionally, I efficiently managed user accounts, server security, and implemented disaster recovery measures to safeguard critical data.