Sarah Wong Email & Phone Number

Tallahassee, Florida, United States

Project Manager for the Information Services Program Project Management Office

Tallahassee, Florida, United States

Coordinated major system projects for the Business Information Warehouse (BW) Team in the Child Support Program.

Tallahassee, Florida, United States

● Coordinated major system projects for three teams in the ISP Child Support Development division. ● Created and maintained the work plans for projects in the Project Management Tool. ● Allocated resources. ● Created and maintained detailed task lists including action items. ● Aligned and prioritized project deliverables with available resources; Ensured all project documentation was accounted for, up-to-date, and easily accessible. ● Created tasks in the Project Management tool for time reporting and distributing work tasks to developers; Maintained action items, issues, decisions, scope changes, and risks for projects. ● Created project charters. ● Communicated project statuses to customers and stakeholders. ● Facilitated communication between teams; Helped the developers resolve any roadblocks during project lifecycle. ● Set up and facilitated project meetings, conference calls and other administrative duties.

Tallahassee, Florida, United States

* Analyzed User Support Requests (STAIRS Tickets), researched SAP CAMS cases and system process functionality to determine root cause of system failures and identify gaps in the Child Support Administrative Process. * Provided instructional emails to users when errors were made. * Collaborated with Business Process Owners and Functional Analysts to provide solutions for gaps in functionality. * Submitted proposals and recommendations for process improvements. * Developed business requirements. * Communicated needs of Service Request projects to technical staff. * Coordinated projects with the Business Process Owners, other process areas, and technical staff to enhance the Administrative Process. * Worked with technical staff to identify and resolve system defects. * Managed projects to implement code changes to correct system defects in CAMS. * Developed testing scenarios, test scripts. Tested code changes prior to implementation. * Verified changes worked properly after code was implemented into production. * Prepared PowerPoint presentations and led meetings. * Created process workflows in Microsoft Visio. * Ran queries in SAP, gathered and analyzed data. Made recommendations to management. * Monitored system outputs and reported anomalies to the appropriate stakeholders and technical staff. * Updated the current system functionality in the appropriate specification documents. * Used critical time management skills to balance multiple tasks with important deadlines. * Managed Service Requests and Incidents in Cherwell. * Documented project time in PPM.

Tallahassee, Florida, United States

● Managed Batch Operations; ensured that daily system operations and production requirements were met. Assist Business Analysts with job requests to ensure proper procedures were followed and ensured system resources weren’t negatively impacted. ● Led daily Batch meetings. Collaborated with functional and technical staff in determining root cause of system or job process failures. Prepared statistics of failed jobs and analyzed for trends. ● Gathered daily Batch run times and prepared statistics for monthly management status report. ● Monitored system outputs in SAP and reported anomalies to the appropriate stakeholders and technical staff. ● Identified, triaged, and troubleshooted data issues and system anomalies in CAMS and SAP. ● Identified and reported functionality problems, submitted Incidents and tracked Incidents in SM9 until resolved. ● Performed data updates/corrections to the CAMS Production/Live environment. ● Performed testing of assigned system defects or changes in Pre-Production and Quality Assurance Environments. ● Developed and maintained procedure for managing hundreds of daily eServices customer requests. ● Processed eServices Customer Request (account lockouts, password resets) ● Created and updated job aids and instruction manuals.

Tallahassee, Florida, United States

● Monitored system outputs in SAP and reported anomalies to the appropriate stakeholders and technical staff. ● Identified, triaged, troubleshot, and corrected data issues and system anomalies in CAMS and SAP. ● Identified and reported functionality problems, submitted Incidents and tracked Incidents in SM7 until resolved. ● Compiled data from multiple sources and formatted into a master report in Microsoft Excel. ● Provided direction and training to the RS IIs in the procedures and methods used to perform and manage the workload. ● Provided ongoing interpretation and technical assistance on procedures/protocols related to the operations and support activities and production support of CAMS. ● Evaluated work processes and developed recommendations to improve the efficiency and effectiveness of those processes. ● Ensured that procedures and instructions for all work tasks performed by RS IIs were maintained and developed working procedures and instructions in Microsoft Word when new work was transitioned or assigned to RS IIs. ● Performed data updates/corrections to the CAMS Production/Live environment. ● Performed QA testing of assigned system defects or changes. ● Collaborated with ESSP staff and Program Office staff in the development of new or revised training materials/Job Aids associated with system issues.

Pensacola, Florida, United States

● Prepared cases for referral to the Office of Attorney General for establishment, redirection, modification, and termination of child support; as well as referrals for contempt for non-payment of child support and various other legal actions. ● Used external DOR partner websites to research the location of parents and children and to investigate, examine and analyze parent’s income, assets, and ability to pay support. ● Navigated the state’s computer software (CAMS and SAP) to research cases and use the county’s Clerk of Court website to review legal documents to prepare cases for court hearings. ● Attended court hearings to assist attorneys representing the state in legal proceedings and testify at trial. ● Documented hearing outcomes in Access, updated cases in CAMS, and took next appropriate case action as needed. ● Compiled data and used the data to prepare complex Guideline Spreadsheets in Excel for calculating child support and retroactive support due. ● Completed multiple ongoing projects on large spreadsheets that had to be updated in CAMS. ● Used critical time management skills to balance multiple tasks with important deadlines. ● Analyzed data and identified issues and system anomalies; reported malfunctioning software issues through CAMS Support Request Forms. One of my tickets led to a development change in CAMS. ● Created forms, instructional job aids, and templates using Microsoft Word and Excel to assist teammates. ● Read and interpreted DOR policy. ● Suggested process improvements.

Pensacola, Florida, United States

● Responsible for Accounts Payable; Created procurement requests in My Florida Market Place. ● Served as backup Accountant, ran the cash desk, processed Sales Tax returns and payments in SAP, created bank deposits, wrote checks, and maintained the ledger. ● Monitored 9 employees’ leave time; maintained computer database and physical personnel files including processing employee evaluations and travel vouchers. ● Responsible for storing confidential federal tax returns; maintained department records ensuring proper retention. ● Created Safety and Security Policies and Procedures; conducted Safety & Security inspections; coordinated and facilitated safety meetings. ● Created measurement spreadsheets (Receivable Tracking Reports and Quality and Quantity Reports) for the Collections process Critical Job Tasks. ● Designed complex spreadsheet to solve problem with measuring employee's different EE&D time frames. ● Prepared weekly, monthly, and yearly Receivable Tracking Reports for Seven Service Centers; prepared Quality and Quantity Reports for multiple positions. ● Provided direction and training to administrative staff on how to create Receivable Tracking Reports and Quality and Quantity Tracking spreadsheets. ● Assisted more than 60 property management companies with registering their client’s rental properties in SAP. ● Scheduled meetings and conference calls, arranged insurance representatives’ visits; acted as Human Resource contact. ● Created forms, reports, statements, and presentations using Microsoft Word, PowerPoint, and Excel. ● Created an extensive instruction manual detailing how to do each function of position.