Paula Lanning Email & Phone Number

Druham, NC

• Deploy custom developed and third-party SharePoint solution packages.
• Configure SharePoint services and settings and review and monitor usage reports.
• Manage security for sites/sub-sites, layout structure, content and create content databases.
• Provide SharePoint and Microsoft Project support to end users and project leaders.
• Solicit feedback, evaluates and monitors client or customer satisfaction to improve the quality of services.

RTP/Remote

 Project Management Managed team level process improvement projects Gathered requirements with SMEs and Stakeholders using Agile methodologies  Facilitated weekly project status and prioritization meetings  Identified areas of risk and opportunity using “as-is” and “to-be” process maps Web Development Updated website content and structure using HTML.

Greensboro, NC

Business Analyst for technology projects with the call center: Coordinated issue resolution and required changes to systems such as call routing, call center recording and computer telephony integration. Compiled requirements for all strategic technology projects targeted at improving the customer experience. SharePoint Site Administrator Created and.

Virtual

 Managed internal technology process improvement projects: Gathered requirements in collaboration with stakeholders and SME’s using Agile and Six Sigma methodologies for global web based application  E2E knowledge and experience in the SDLC Facilitated weekly production support and software development prioritization meetings  Created and updated.

  Key contributor in establishing Quality PMO. E2E Project Manager of intranet web based application using Agile methodlogies Facilitated Six Sigma project initiation processes. Supported the Quality Education/Six Sigma Deployment Team: Edited training curriculum. Created and deployed web based Six Sigma training. Designed and implemented.

 Provided Technical support to department of 50 employees. Single point of customer support and training for web based project tracking application servicing over 25,000 users Oversaw student enrollment and administration of Six Sigma training classes for 7500 global users. Facilitated distance learning using WebEx technology.

Provided IT support to hardware/software installation teamInstalled new hardware for over 5,000 usersUpgraded software and provided one on one training and support for new users

• Managed and supported group of helpdesk technicians
• Handled 50% of all helpdesk calls personally
• Provided technical training to new employees of the firm.