Janice Graham

• A writing/editing position at the forefront of training various Generative Artificial Intelligence models to become better writers
• Position requires engaging in writing/editing projects and prompt writing for various AI models, and assessing the responses they generate
• Requires a professional adept at quickly crafting high-quality, accurate content, and creating original and challenging prompts to initiate an AI model response
• Other responsibilities include ranking a series of responses produced by an AI model, and assessing whether responses produced by an AI model are factually accurate
• Ad hoc projects assigned as necessary.

Promoted to Team Lead for the Channel Operations Department's Partner Support Center, a new group charged with providing exemplary support by building and maintaining relationships with US and Global distributors and VARs/Resellers

• Act as SME for all aspects of Channel/VAR/Distributor/Alliances support, interfacing with key internal and external stakeholders
• Collaborate cross-functionally to ensure appropriate and timely response to all requests and inquiries
• Own the troubleshooting and technical ticket and case resolutions and escalations
• Assist Distributors/VARs and Sales team in a variety of business areas including quotes, order tracking, shipping & delivery, invoicing, and more
• Identify and implement process and operational improvements
• Onboard new partners/resellers
• Monitor and enforce compliance with Partner/Channel policy
• Create process and training documentation; create and conduct training for local and remote team members
• Co-manage and teach/coach an offshore CoE support team
• Provide technical training and support for processes and applications for internal & external customers
• Train sales managers, account managers, partner account managers, etc on systems/processes for Channel Operations and Partner sales/support (SalesForce.com, ACT, ServiceNow, etc.)
• Work closely with other departments, including Finance, Invoicing, Sales, Alliance Accounts, DealDesk, Pricing, Support Enablement, Procurement, Logistics, Shipping & Delivery, etc.

• Member of VCE "gateway" support team
• Analyze incoming calls, emails, and ServiceNow tickets from internal/external customers
• Manage and resolve applicable Tier 1/Tier 2 level requests
• Assign other tickets to correct teams and/or departments
• Assist DealDesk booking team with end-of-quarter closing.

HCL is a $6B+ India-based technology outsourcing company with 90,000+ employees in 31 countries.

• Supported an international sales team of 35+ engineering & technical professionals.
  Responsibilities included: Internal/external communications; technical, sales & administrative support; presentation production; proofreading and editing of company documentation, including presentations, contracts, technical documentation, SOWs, letters, etc.; travel planning, monitoring & approvals; financial reports, tracking, analyses and forecasts (SalesForce.com); sponsorship & tradeshow planning; meeting & event planning and management, and other general assistance as needed by the Global V.P. of Engineering and R&D Services
  • Due to a lack of HR representation in our office, I volunteered to learn and assume the responsibilities of onboarding new employees assigned to customer onsite locations. This includes a general intro to the company, I-9 completion, ITAR training coordination with Legal, and more. I also created a detailed Onboarding Preparation Checklist which was distributed by corporate HR to other regional offices lacking onsite HR personnel.
  • Company documents of all types were often written by people for whom English was a second language and required substantial editing and correction. I volunteered to manage proofreading and editing to maintain quality, brand and consistency for the ERS group. Within the first year, I edited 250+ Engineering blogs alone, plus a wide variety of presentations/PPTs, technical documents, contracts, proposals, business letters and more. I also produced a PPT “Guide to American Style English” which was distributed throughout all of ERS and also used by some HR and other managers for new employees.
  • Because of my technical and computer expertise, I acted as the unofficial tech support for the Frisco office (100+ people), as our nearest tech support employees were on the east or west coast. I assisted both employees and guests with issues such as network log-on, network printer setup, software installation/upgrades/training/support, hardware troubleshooting/repair and more.

A privately held company with seven offices in three states

• Customer support/problem resolution, marketing & promotion, IT and tech support, network management
  TECHNICAL – In-house IT and server management, wireless security, hardware/software installation, configuration and troubleshooting, tech support (on-site & remote) for headquarters and six US offices
  CREATIVE – Marketing and advertising production (electronic & print), marketing collateral materials, create/manage email marketing program, website enhancement and analytics

• Hired and trained a customer support staff (after IT Network purchased VNN from the Tribune Co.)
• Customer support and problem resolution; technical support via telephone and remote log-in
• Change management; internal and external strategy and communications (products, mergers, etc.)
• Wrote/proofed/edited company documentation for content, grammar, promotional strategy, branding, etc.
• Managed new sales, renewals & contract negotiations for traditional & electronic media clients
• Managed promotional, marketing, informational and crisis communications; maintained customer database
• Customer system diagnostics, programming & repair via remote log-in
• Produced and distributed programming advisories, tech releases, newsletters, other materials
• Represented company at trade shows, seminars, conferences

• Managed programming, sales, budget, contracts and advertising for two IVR (Interactive Voice Response) systems
• Designed and produced Marketing Department intranet website
• Monitored and evaluated new technologies for department V.P.
• Liaison with outside advertising agencies; maintained consistent brand & image messages
• Programmed & managed two IVR (interactive voice response) systems
• BriteVoice QNX programmer
• Liaison with partners Sprint and BellSouth for 511 system tariffs, technical issues, quarterly P&Ls

• Programmed & managed IVR systems, Public Services staff of six, plus telephone operators (FT/PT)
• Managed sales of branded merchandise and photos, copyright issues, article research

• Launched and managed 2-year test of 3-digit (211/511) computerized telephone information services (IVR)
• Led change management for conversion from free call to 3-digit "N11" tarrifed pay-per-call system
• Managed budget, programming, marketing and sales for two IVR systems
• Created quarterly P&L for telecom partners (Sprint, BellSouth)
• Primary voice talent for local content and advertising messages