Sharonda Lee Email & Phone Number

Waverly, GA, US

• Partner with global enterprise customers to achieve team and organizational initiatives that have been prioritized for their DevOps transformation
• Effectively partner with various levels of leadership and assigned Account Executives to identify, monitor and mitigate risks within customer account(s) to alleviate churn and/or down sell
• Ensure through various communication channels that customers are aware of new product and/or feature availability to ensure continued adoption
• Align with the account team to formulate Customer Success plans and align on organizational priorities
• Collaborate closely with various support and engineering teams to ensure customer issues are prioritized and addressed appropriately
• Maintain a growing portfolio of medium to high touch portfolio of 20+ customers with a total volume of $11million in Annual Recurring Revenue

• Communicated with customers through designated ticketing tools, with phone support sometimes required for complex or urgent issues
• Proactively took ownership escalations from Global Authentication and ADFS queue to provide support to enterprise customers and partners and provide solutions or workarounds
• Acted as a technical mentor to other team members to ensure that all customers are getting a great Microsoft experience
• Scoped customer issues by collecting relevant facts; investigate the problem by researching or reproducing in a test environment and by collaborating with other teams as needed
• Ensured case issue, notes and labor are updated appropriately and often
• Built and maintained strong relationships with multiple contacts within the assigned customers including executive roles, to ensure that engagements continue driving forward to resolutions

Charlotte, North Carolina, United States

• Increased customer satisfaction (CSAT) by assisting with case wellness, issue workflow and customer escalations for multiple quarters
• Led interviews when seeking additional engineers and Queue Managers to hire into partner lines of business
• Utilized as informational source regarding policy, procedures and tools for Engineers, Management, Technical Account Managers, Technical Routers, and Customer Service Reps
• Monitored and addressed all issues via email /TEAMS which served for internal and external contacts, ensuring handling in a timely manner; for case handling, procedural guidelines, and point of contact for resources
• Took an active role in identifying changes that could improve our level of service for customers
• Created several procedures and on-call for a variety of groups

Charlotte, North Carolina

• Monitored the performance of DBSmart mission critical application services
• Resolved outages within timeframes set forth in predefined service-level agreements
• Analyzed application/database performance trends and recommending process improvements
• Updated documentation and troubleshooting procedures in the DBSmart knowledge base
• Provided feedback via analysis sessions to determine effectiveness of reporting tools such as Splunk and AppDynamics as it related to application performance
• Assisted with code migrations and executing post-patching verification procedures

• Provided technical support for web systems environments on 24x7 basis by participating in an on-call rotation and partnering with offshore Enterprise Global Support (EGS) resources
• Used monitoring tools to troubleshoot web software, related database, and hardware problems to maintain, restore or improve application quality and availability
• Analyzed and resolve issues independently or escalate as needed to meet pre-established service level agreements
• Prioritized end user support tickets based on criticality and resolve through root cause analysis
• Migrated code to multi-tiered environments specific to each application as requested across multiple subgroups
• Monitored critical Autosys batch jobs to ensure successful completion and engage appropriate parties otherwise

• Integral participant in various enterprise implementations
• Provided continued support to application environment(s) so there was minimal outage impact to users
• Ensured all pre-established SLAs are being met when post release production defects/issues are assigned via Pac2000 or JIRA
• Liaised with customers to inform progress of issues, requested information, manage expectations and close out issues
• Created Change Requests and Work Orders for application changes to move specified changes into Production
• Analyzed application and vendor log files as needed

• Supported enterprise applications used by the Wells Fargo Home Mortgage department as a member of Servicing Technology Operations Group – Early Resolution (ER) Collections Team
• Performed systems design, analysis and software configuration of the Early Resolution (ER) application
• Evaluated technical specifications and reviewed Business Requirement Documents to ensure business needs were met during scheduled configuration and design releases
• Prepared test scripts and performed uniting, integration, and system testing of ER configuration changes
• Performed code reviews and post-release validations to ensure the application was properly updated
• Acted as an escalation point for end-users who experienced issues within the production environment

• Acted as a liaison between Servicing Technology Group leadership and Configuration development team
• Assembled weekly development updates and prepared metrics reports for Technology Operations Group leadership
• Maintained production migration worksheets for daily deployments
• Created and maintained release tags for configuration Defects and Simple User Request Forms in development environment
• Aligned Simple User Request Forms and Defects to appropriate release in the Configuration Tracking Tool (Access 2010)
• Monitored and reported the status of Change Requests, Simple User Request Forms, and Defect estimates from development leads and input data into the Configuration Tracking Tool (CTT)

Hickory, NC

• Implemented an arrayed skillset to troubleshoot and solve CRM user issues
• Provided system guidance and consultation of application, tools and new designs
• Assisted with re-configuring Email Response Management System after each monthly refresh of SAP systems
• Created, maintained, and routed system issues logged by users in the Oracle Clarify Queue for daily review sessions with the project management team which were exported to Excel and prioritized by severity
• Worked with developers and functional team members to document and gather requirements for CRM system enhancements following Go-Live

Hickory/Lenoir, North Carolina Area

• Integral part of project team for a SAP CRM 7.0 implementation from initiation to implementation
• Assisted with coordinating various SAP projects to meet scheduled milestones and implementation criteria
• Recorded weekly meeting minutes for record and stored for future audit purposes
• Utilized excellent communication by using tools such as Lync Messaging system and Microsoft Outlook to be an effective liaison between project team members, project resources and end users
• Aided in maintaining project SharePoint site by loading, and tracking all project related documentation such as Change Requests, Business Requirements, and Technical and/or Functional Specification documentation
• Distributed, tracked, gathered and organized necessary approvals of project documentation to ensure speedy executive agreement and notification

Criminal Justice / Software Information Systems / Women & Gender Studies

Activities and Societies: UNCC Track & Field Team Aug. 2007 - May 2011 During my 4 years at UNCC I was a full-time student athlete and.

Computer Science

Activities and Societies: LMC Track & Field Aug 2006 - May 2007