Marie Pierce Email & Phone Number

Cleveland, OH

• Squire Patton Boggs is an international law firm headquartered in Cleveland, OH which provides legal counsel for diverse mix of clients, from Fortune 100 and FTSE 100 corporations to emerging companies and from.
• Supervision of staff included hiring, training, scheduling, providing performance reviews, corrective action reviews and firing. Created orientation training.
• Defined departmental processes and procedures to streamline workflow.
• Implemented a new ticketing system and knowledge database.
• Developed recorded training sessions and documentation to improve customer support and first contact resolution.

Daegis, is a national eDiscovery solution provider which delivers both resources and technology to reduce cost of litigation support.Sr. Project ManagerPartner with the client to tailor workflow processes throughout the lifecycle of their project. This includes managing client expectations, coordinating work efforts with internal departments, and.

PLATINUM TECHNOLOGIES a Brennan Holdings company, is a national provider of technology resource solutions specializing in delivering and supporting key technology initiatives on both local and national levels.Field Support ManagerReporting directly to the President, primary objective is to manage 2 desktop support staff and 19 contracted field support.

Formerly Christian & Timbers, CTPartners is a $120 million executive search firm with 20 offices worldwide.Reporting to the CTO, primary objective was to supervise 5 Helpdesk analysts. The Helpdesk provided computer, software, and network tier I technical support to employees worldwide. Specific responsibilities and related accomplishments were:*.

Technical Customer Service Supervisor, Litigation Services, Cleveland, OH, 3/06 - 1/07Technical Customer Service Lead, Litigation Services, Las Vegas, NV, 9/04 - 3/06As a working supervisor, managed 4 Helpdesk analysts. This included hiring, training, scheduling, auditing expense reports, providing performance reviews and related corrective action reviews.

* Supported 300+ employees. * Installed and upgraded computer equipment and software, optimized workstation configurations.* Managed barcode billing server, database, dialup receivers, and modem connections.

Solely responsible for all internal technical training;* Wrote user manuals, designed quick reference tools and created video training for laptops. * Administered the technology training rollout to 48 offices, including managing a $2 million budget, directing training consulting firm, coordinating training schedules with offices, customizing training.

Provided customer support and training to internal employees for a new claims reporting system, which includes problem research and resolution, and report management.Electronic Data Processor, 3/89 - 4/89Investigated new technologies for the Commercial Claims Department.Claims Department Typing Supervisor, 11/86 - 3/89Managed 7 typists, including hiring.

Itil Foundation 2011, Certification

ITIL Foundation 2011 Certification

Diploma, General Studies

Education record