Pia Donato Email & Phone Number

• Supported clients with application onboarding and integration activities from requirements gathering to hypercare; including client provisioning and configuration, providing consultation during onboarding process, and supporting production deployments• Collaborated and aligned with clients to understand their goals and desired outcomes while aligning these with the capabilities of the service provided• Provided support, training, and mentorship to the Support Engineers to help resolve complex issues, ensuring timely resolution and customer satisfaction• Collaborated closely with clients, providing subject matter expertise on various customer data-related journeys• Demonstrated a deep understanding of system interactions and acted as a subject matter expert, enabling effective communication and problem-solving

• Solving incidents by performing initial investigation and coordinating with senior technical team members or third-party suppliers as needed to provide timely resolution• Creating and updating runbooks being used by the team for incident resolution• As Process Improvements Coordinator, raising questions and providing suggestions to the team and our stakeholder on how to standardize and streamline processes• Documenting and updating standard processes for Incident, Change, and Queue Management to ensure consistent high quality of work

• Solved complex issues by troubleshooting the client frontend application/configuration, executing complex SQL statements which require expert knowledge and understanding of client’s business configuration for the supported applications, and expedited issue resolution by offering to reach out to the client via call if preferred• As a Subject Matter Expert (SME) of the Benefits application, standardized and improved the processes and ticket management, coordinating training refreshers, guiding colleagues on issue resolution then recommending next steps, and participated in improvement plans with other SMEs • Improved the new hire onboarding process by consolidating Software Support common topics across the teams and streamlining the trainings to decrease the overall time spent by colleagues during team-specific trainings• Completed internal audit activities for the Software Support Team on a yearly basis following the ISO 9001:2015 standard and participated in other team’s internal audits as an auditor when required • Earned The Outstanding Performers (TOPS) award that acknowledges the significant performance of colleagues during the past calendar year

• Supervised a team of analysts and provided one-on-one coaching for performance review, feedback, and resolving operational issues and concerns • Operated as an escalation point for priority incidents during the assigned shift and on weekends which required expediting issue resolution by collaborating with appropriate teams and leading calls with stakeholders if needed• Spearheaded the transition of the phone support solution; this included developing a project plan for the support transition, coordinating and leading calls with the project team for information gathering and support training, setting up knowledgebase references, and reviewed call statistics on a monthly basis to implement further improvements to current processes

• Assigned incoming new tickets to appropriate resources and monitored top priority tickets that are handed over to ensure these are resolved within the service level agreements• Assisted the Team Lead by mentoring colleagues on ticket management and other improvements as a result of the quality audit initiative, auditing colleague’s tickets on a monthly basis, helping ensure that priority tickets or client escalations are continuously worked on and the appropriate teams are involved for faster resolution (including weekend on-call support)

• As part of the first level of support, oversaw all client interactions using Jira Service Desk by providing technical and business level feedback which required understanding the configuration of supported applications and client needs while meeting the standard service level agreements • Resolved issues, requests and identified application issues by performing initial troubleshooting, QA/UAT testing, research related/similar tickets, and consulting with other levels of support • As a Subject Matter Expert for Talent and Reward applications, conducted training refreshers, reviewed complex issues within the team, and guided other colleagues if there is help needed

• Generated standard and ad hoc reports summarizing business and financial data for review by management• Using VBA in Excel, extracted and consolidated existing data from different sources for a more effective and efficient reporting to support the Delivery and Account Management teams

• Responsible for transitioning new services or changes from development to operations• Planned and executed the transfer of key information required for accepting, operating and supporting a solution deployed into a production environment• Coordinate communications and change management plans into one transition plan• Responsible for managing multiple transitions and working virtually, across time zones and culture

• Responsible for understanding the project’s objectives and able to compare initial solutions against control data • Collaborated in written and verbal form with internal and external parties• Communicated investigations in a systematic and logical explanation without being too technical • Documented, tracked and escalated issues as appropriate

• Established and streamlined the incident management process within the team• Delivered monthly reports containing the process measures and targets, then implemented process improvements

• Responsible for operational tasks which includes running processing for multiple applications on time to meet service level agreements and minimizing interruptions in business operations • Handled data quality issues raised by clients that require a comprehensive understanding of the business and SQL knowledge