Sharon L Collier Email and Phone Number
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Excellence-focused IT operations leader successfully managing Incidents & Escalations, Technical Support Teams, Data Systems, Digital Media, Applications, Mobile Devices, and Web Content for a global customer service center. Repeatedly and progressively promoted within an international company with 90M customers in 100 countries. Well-respected by colleagues for routine top performance, including the rollout of high-value solutions yielding higher productivity. Consistently fulfills often strict deadlines and capably adheres to and surpass service level agreements (SLAs). Easily excels in collaborative and remote environments. Proficient in communicating with stakeholders, cross-functional teams, and vendors providing excellent customer support. Successfully drives high-quality process improvements while skillfully rectifying and escalating issues as needed. Extensive experience in the direct incident management process, from evaluation to resolution from multiple aspects: opening tickets, resolving tickets on FCR, tier 1, and tier 2 escalation resolver, as a manager reviewing tickets of staff, as group coordinator assigning tickets, and as an analyst querying tickets and reporting on volume, types of issues, and adherence to SLA (agreements). • Supported the rollout of Single Sign-On authentication features forglobal access by 80K+ personnel/consultants.• Published intranet content and supporting information to SD Tridionand SharePoint platforms.• Managed the global SQL database for AIG’s proprietary portal ableto support extensive interactions.• Converted the AIG data repository from a proprietary portal to asystem on MS SharePoint (my site).• Strengthened end-user support and user experience by creating aticketing process for AIG intranet usersTroubleshooting & Analysis ~ Tool Management ~ User Acceptance Testing - Team Leadership & Training ~ Process Improvement ~ Service Level Agreements (SLAs) - User Experience (UX) ~ Activity Reports ~ Content Management ~ Ticketing Systems (Peregrine, Tracker, Remedy, Service Now) - SharePoint - Software Development Life Cycle (SDLC) - Quality Assurance - Customer Service - Help Desk Environment, KPI's - ITIL/IT Service Management processes and procedures - Networking/Networking ProtocolsSoftware Implementation (updates and enhancements)Skills also include Remote user support and Software troubleshooting.Resume: Incident Manager/Management https://docs.google.com/document/d/1vsGKzUA9-JjFW25IXzizLJNYerPxoQFvPDqEFOOiDtU/edit?usp=sharing
Infosys
View- Website:
- infosys.com
- Employees:
- 352877
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Senior Technical Support Associate - AppsInfosysAtlanta, Ga, Us
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Office Support Assistant | Agency LiaisonCommunity Improvement Association Of The Oranges Oct 2020 - Present• Provide support services for business operations, ensuring efficient administrative processes.• Attend organizational meetings to facilitate communication and workflow coordination.• Liaise with various agencies and cross-functional teams to address and support community needs -
Program Manager | 2020 CensusCommunity Improvement Association Of The Oranges Jan 2020 - Oct 2020Responsible for supervising a team of Census Liaisons and IT coordinator in educating community members about the significance of the census and the importance of census self-response; identifying and dismantling barriers to census participation; asking and encouraging Orange residents to self-respond to the 2020 census; and connecting them to the tools and resources they need to self-respond. Also, the manager will coordinate efforts of the Orange CCC and various non-profit and civic organizations, local businesses, and churches to complete the count.• Attended various events to publicize the upcoming census and census job fairs as well as establish a running, expansive list of contacts within the hard to count communities; • Attended and speak at churches, school events, PTA meetings, board meetings, food pantries, clothing drives as well as sporting events to continue to spread the word about Census 2020; • Compiled an expansive list of service providers serving Orange HTC populations (note that service providers may not be physically located in Orange, i.e. hospitals and clinics) to obtain a list of events/ services taking place in the first quarter of 2020 to establish a calendar for community outreach. • Established a support center at its location in coordination with the OCCC and provide mobile technology support for service providers at their locations for implementation. The support center will serve as the headquarters for information, training, and to assist with Census 2020 form completion.Key Accomplishments:• Census Self response rate for the city of Orange had a 32.9% increase from 2010.• Census Self response rate for the state of NJ was increased by 68.1 percent surpassing the last three censuses.
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Independent Business OwnerBeyondhomeshop.Com 2017 - PresentResponsible for the online sales of the brand. Oversee the look and feel of the company website and are responsible for generating sales via online channels. -
Social Media Ad PosterFreelancer 2017 - 2020Listed properties for rent or sale on Facebook Market Place and Craigslist on behalf of real estate agents. Developed LinkedIn profiles and resumes.
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Manager, Product Management-Employee Digital Media & Incident Escalation | Digital ItAig 2016 - 2017New York, Ny, UsServed as an SME (Subject Manager Expert) and liaison between Employee Digital Services’ Tier 2 Level Support and the Global Services Help Desk for the corporate intranet site. Management of incidents including escalation, management notifications, and adequate resolution and reporting. Streamlined the executive video hosting functions. • Developed a process and procedures that ensure Incident Management and Service Desk-related action items are tracked and completed. • Conducted training and technical assistance to Help Desk agents and end-users.• Worked as part of the Incident Management team to ensure that the performance of the team achieves the defined performance targets and KPIs.• Ensured proper tracking and documentation of the incident, provide regular updates to all team managers in charge.• Provided Incident Management reporting to management teams. • Working knowledge of relevant technologies (e.g. Windows, SharePoint, Email, Active Directory, and Enterprise File share, etc.)• Collaborated with other teams on software troubleshooting, root cause analysis, proper integration, and correlation of the change, incident, and problem management process and their respective areas.Key Accomplishments:• Increased First Call Resolution (FCR) for Global Service/Help Desk Tier 1 support by uncovering and remedying repeated emerging incidents, updating knowledge articles, and working in close concert with Team Leads and Case Management team. This resulted in a reduction of Tier 2 incidents by 88% and the average resolution dropped from 3.5 days to 4 hours. • Escalating service level agreements (SLAs) from 75% to 100%. • Researched optimal video hosting options on-prem and cloud environments, tested and implemented the solution which resulted in improved quality and turnaround times for video operations. • Hosted 300+ high-profile executive videos with more than 100,000 views company-wide on Mobile and Desktop devices. -
Technical Support Manager | Corporate CommunicationsAig 2011 - 2016New York, Ny, UsOperations Leader overseeing the day-to-day operations for a global service center managed intranet site sections and tools while dually managing ticketing systems triaging to the appropriate content managers as part of daily operations for Global Intranet Support Services (GIS). Helped administer GIS support service level agreements (SLAs). Conferred with customers and support groups as part of both post-production and tier 2 escalations. Mentored and led diverse teams, monitoring their performance. • Served as a primary liaison between customers and support groups post-production, then as tier 2 escalation. • Performed thorough assessments of existing service-related tools and recommend improvements, most being implemented across the corporation, not just my department.• Prepared detailed activity reports and metrics for management’s dashboards. • Contributed to the implementation of GIS’ Support SLA. • Participated in various projects about issues such as intranet enhancements. • Provided assistance during phases of the project life cycle, such as requirements gathering, user acceptance testing, and production verification. • Video Integration Services for President’s Global Addresses as well as other communique.Key Accomplishments:• Evaluated service-related tools, proposing improvements for rollout throughout the company. Enabling employees to do self-updates to the employee directory effectively replacing three full-time resources translating to $150,000 to $200,000 in savings each year. • Generated in-depth activity reports and metrics for review by management via dashboards. • Optimized the intranet as part of project management account-abilities, additionally compiling requirements, completing user acceptance testing, and coordinating production verification, meeting all ITIL framework services support requirements. • Administered Video Integration Services for VIPs and other key stakeholders.
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Senior Data Research Analyst | InfoexchangeAig 2002 - 2011New York, Ny, UsManaged data systems content and functionality supporting an international customer service center as the key contact between AIG and member companies around the world. Completed the quality assurance and user acceptance testing phases of proprietary systems. • Functioned as a liaison between AIG and worldwide member companies.• Performed quality assurance and user acceptance testing during the development of proprietary systems.• Contributed to managing the internal web portal serving 130,000 employees on a domestic and global basis.• Oversaw assigned special projects, ensuring their timely completion within budget constraints and that all milestones were achieved.Key Accomplishments:• Maintained the global online directory of employees, products, and service centers partnering with 4K subject matter experts (SMEs). • Contributed to the seamless operability of an internal network consisting of 300K records, ~1K updates daily, accessed by 130K personnel worldwide.• Evaluated employee data feeds for company divisions worldwide as part of quality assurance.
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Business System Analyst | American International Underwriters (Aiu)Aig 2001 - 2002New York, Ny, UsSupported the Chile User Acceptance Testing (UAT) environment and Financial Accounting System (FAS)/Computron with quality analysis assistance. Developed a database to more effectively track and resolve issues enabling financial and actuarial staff to meet reporting deadlines. • Delivered quality support for the Program Management Office (PMO) group.• Provided analysis for Unearned Premium Reserve (UEPR) and Cognos reporting.• Performed comprehensive testing for GENESIS, STAR, AES, and FLASH mainframe reporting systems.Key Accomplishments:• Orchestrated quality support for the Program Management Office (PMO) as well as analysis for Unearned Premium Reserve (UEPR) and Cognos reporting. • Delivered quality support for the Program Management Office (PMO) group.• Performed comprehensive testing for GENESIS, STAR, AES, and FLASH mainframe reporting systems.• Calculated system requirements, skillfully coordinating analysis testing for projects such as an Expense Database and Genesis Re-engineering.
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Various Roles | American International Group & AffiliatesAig 1985 - 2001New York, Ny, UsServed in various roles, including the following:Senior Quality Assurance Analyst (1998 – 2001) American International Group | ISGQuality Assurance Analyst (1995 – 1998) American International Group | ISGClaims Administration Supervisor (1989 – 1995) AIG Technical Services | Claims AdministrationClaims Processor Group Leader (1987 – 1989) AIG Technical Services | Claims AdministrationEntrex Operator (1985 – 1987) American International Adjustment Company | Miscellaneous Professional Liability
Sharon L Collier Skills
Sharon L Collier Education Details
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Essex County CollegeMicrocomputer Systems Applications
Frequently Asked Questions about Sharon L Collier
What company does Sharon L Collier work for?
Sharon L Collier works for Infosys
What is Sharon L Collier's role at the current company?
Sharon L Collier's current role is Senior Technical Support Associate - Apps.
What is Sharon L Collier's email address?
Sharon L Collier's email address is sh****@****zon.net
What is Sharon L Collier's direct phone number?
Sharon L Collier's direct phone number is +197341*****
What schools did Sharon L Collier attend?
Sharon L Collier attended Essex County College.
What are some of Sharon L Collier's interests?
Sharon L Collier has interest in Animal Welfare, Children, Health.
What skills is Sharon L Collier known for?
Sharon L Collier has skills like Process Improvement, Microsoft Office, Quality Assurance, Customer Service, User Acceptance Testing, Training, Sharepoint, Customer Support, Insurance, Testing, Analysis, Team Leadership.
Who are Sharon L Collier's colleagues?
Sharon L Collier's colleagues are Leanna Lamb, Raja Durga Venakta Ganesh Chipurupalli, Akash Sharma, Arokianath Christy, Poornima C, Girish ., Shekar Birre.
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