Paula G. Email & Phone Number

United States

United States

Albuquerque Metropolitan Area, New Mexico, United States

• Executed operations across various environments and platforms in diverse industries such as manufacturing, managed care, aggregates, pharmaceuticals, engineering, and hospitality. • Design scalable and efficient SharePoint architectures.• Administer and maintain SharePoint farms, manage user access, permissions, security settings, and tenant-level environments.• Develop and implement automated processes for routine SharePoint tasks, leveraging PowerShell and other scripting tools to streamline administrative functions.• Collaborate with cross-functional teams to gather requirements for SharePoint projects.• Formulate and implement strategies for content migration and site modernization.• Plan and execute SharePoint version upgrades, applying patches and updates.• Oversee enterprise applications ticket queue management, adeptly troubleshooting SharePoint-related issues and implementing effective solutions to mitigate and prevent system disruptions.• Conduct training sessions for end-users and administrators on SharePoint best practices, documenting configurations, processes, and knowledge resources for ongoing support.• Design Hub/Spoke, Site collection, and Teams site for optimal functionality.• Lead the development and rigorous testing for Power Automate, Power Apps, and Power BI.Co-Chair, Disability Community Resource GroupMar 2022 - Feb 2024 · 2 yrs• Advocate for inclusion, accessibility, and empowerment for people with disabilities in the workplace and beyond.• Work closely with cross-functional teams to develop and implement accessibility initiatives, ensuring that facilities, technology, and communication methods are inclusive for individuals with disabilities.• Engage in efforts to influence organizational policies, procedures, and practices, ensuring they align with best practices in disability inclusion and comply with relevant regulations.

Denver, Colorado, United States

• Delivered comprehensive technical support and exceptional customer service via phone, email, and chat.• Utilized remote tools to promptly connect with customers, investigated issues, and ensured timely follow-ups.• Routed support requests to relevant groups if resolution wasn't achieved during initial contact. • Provided accurate supporting documentation within service requests, strictly adhering to established processes and procedures while surpassing SLA expectations.• Provided assistance for password and account lockouts, while also creating and managing security groups, generating shared mailboxes, distribution lists, and implementing advanced permissions for shared network folders.

Denver, Colorado, United States

• Set up and configured employee network accounts and access permissions, including exchange/email administration and security group access.• Executed requests for terminating network access and facilitated employee transfers to different areas/business groups. • Investigated and resolved account-related issues, including login problems, access discrepancies, and account lockouts.• Analyzed user activities, access logs, and security alerts to identify and address potential threats or unauthorized access.• Maintained comprehensive documentation of account management policies and procedures.

Denver, Colorado, United States

• Collaborated in formulating QA processes and procedures within a small team, actively contributing to decision-making.• Audited support requests and analyst calls to ensure the delivery of top-notch customer service, providing constructive feedback to analysts and team leads.• Trained new service desk analysts on processes, policies, procedures, and technical troubleshooting.• Created and maintained comprehensive documentation for all phases of QA policies, procedures, standards, and definitions.• Administered and troubleshooted Witness auditing software during an 18-month tenure in the QA role.

Denver, Colorado, United States

• Delivered technical support via phone and email for all On Command products and services, catering to installation/service technicians, hotel employees at various levels, tier 1 phone agents, and 3rd party service providers. Initiated necessary outgoing return or follow-up calls as required.• Conducted remote support and troubleshooting of On Command platform systems, supporting system upgrades and configurations.• Compiled and manipulated data for reports, completed special projects, and undertook site monitoring, along with investigating ongoing issues and proactive site monitoring.• Provided on-call support for after-hours troubleshooting of critical systems for call center agents and field personnel. Efficiently dispatched after-hours or deferred cases as appropriate.• Contributed to new hire training and mentored agents in technical troubleshooting and handling confidential and proprietary On Command platform information, including travel to corporate headquarters for agent training.