Leanne Overstreet

January 2023-Present (Genworth)

• Researched and mapped each Microsoft 365 capability to assigned IT and Business Owners. Identified gaps and assessed each based on various cross-functional metrics
• Gathered data, conducted interviews and presented results for feedback during Proof of Concept testing feasibility of new PAC in network environment
• Mapped ticketing flow within ServiceNow to determine existing onboarding procedures. Identified possible areas of concern (i.e. Security, Risk, Legal, Architectural, Operational, Finance)
• Collaborated cross-functionally to determine best practices and create new onboarding process and procedure. This includes SharePoint sites, operational documentation, and creation of End User Tools Center of Excellence Governance (EUT CoE)
• Collaborated and contributed heavily to presentation deck delivered enterprise-wide to inform employees of change in process.
• Researched, gathered information, conducted preliminary interviews and maintained ongoing communication with Requester. Assessed and escalated to appropriate stakeholders if needed for each new End User Tool before presenting items at regularly scheduled EUT CoE Reviews.
• Tracked metrics and status of tickets, updated and maintained EUT inventory and created dashboard to provide visibility to Leadership.

May 2022 - January 2023

• Conducted advanced document automation and processing including modification, quality control, program integration and testing
• Collaborated with and trained team members in testing of new workflows for legal processes as well as system maintenance and function, account management and approval procedures
• Supported end-users and corrected software issues both live and in development, while monitoring systems in operation
• Identified and analyzed issues to determine risk. Provided leadership with technical solutions to production errors and escalated to stakeholders as needed.

• Ensured client needs were effectively meet by completing tasks such as legal documentation, client and vendor communication, comparative market analysis, credit checks, application review, secretarial needs, CRM maintenance and 1st level tech support
• Researched, purchased and implemented software and hardware solutions for various business needs including password management, data storage and access control

• Managed administrative tasks, including work orders, service requests, vendor compliance, rent and expense payments
• Provided 1st level tech support for hardware, software, network connections and peripherals.

• Provided dedicated support and care for multiple family members.
• Re-entered workforce after break excited to leverage past experience while learning newest industry relevant technology

• Assisted clients with item purchase of existing inventory and custom orders
• Trained new associates on product presentation, minor repairs, client care and retention, POS system, maintenance of floor standards and inventory management
• Managed conflict resolution with dissatisfied customers to retain clientele
• Provided approximately 30% of annual store revenue

• Guided buyers, sellers, and renters through multiple step processes of property exchange
• Advocated for clients using strategic home viewings, comparative market analysis, mortgage options, oversight of inspections and repair, legal document preparation, and contract negotiation