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 and JavaScript Provided website audit reporting to define and prioritize target areas for change Collaborated with other teams to assist in defining inconsistent content Developed and delivered e-learning training via WebEx

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 designed SharePoint 2010 sites for business partners for a multi-site call center. Designed and deployed SharePoint forms and workflows using InfoPath and SPD 2010. Maintained site and sub-site level user security. Designed and delivered e-Learning SharePoint 2010 training via web sharing technologies. Consulted with upper management to ensure site wide adoption of SharePoint 2010 technology. Responsible for Call Center Workforce Management Functions: Performed real-time analysis of call center queues using Genesys WFM Software. Managed staff adherence to schedules for 150+ person, multi-site contact center. Handled all call center reporting including executive scorecard, daily statistics and monthly results.

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 “as-is” and “to-be” process maps identifying areas of risk/opportunity. Designed and implemented QA and UA test plans, and recommended changes. Technical Training for internal employees and external clients: Created and delivered web based e-learning training to a global audience Traveled to customer sites to conduct facilitator led training for global internal web based application Set up and administered department-level SharePoint 2007 sites: Created security profiles and administered site level security using groups and AD profiles. Defined site structure and gathered requirements for global department. Created site templates used by various teams. Designed and implemented SharePoint 2007 training and communications to a global audience.

  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 participant surveys evaluating effectiveness of training. Created and delivered web based e-learning curriculum within the Six Sigma Certification process.

 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.