Marcella Clarkson
Bradenton,Florida
Summary
Support services professional with several years of superior customer and technical support demonstrating extensive experience and knowledge including the ability to maintain customer configurations and advise on proper use of the products available to better suit business requirements for various company goals. Excellent analytical skills, resulting in quicker resolutions to customer issues. A team player who can effortlessly collaborate with clients and find the most effective solution to their problems. Excellent documentation skills related to new features, problem resolutions and business scenarios. Adaptable to new environments and products including.
Overview
24
24
years of professional experience
Work History
Principal Technical Support Engineer, SaaS HCM Fusion Compensation & Benefits
Oracle Corporation
07.2021 - Current
- Handle multiple customer issues for various HCM products including but not limited to Advanced Benefits, Compensation Workbench, EBS: Human Resources and Self-Service
- Collaborate with customers to identify issues with product or usage and determine best fit solution
- Replicate issues in house for various customer requirements
- Utilize remote desktop tools as needed to directly access and work with customers to review issues and system setup
- Assist new customers with knowledge and setup processes
- Provide recommendations and best practices for certain requirements and use of new features
- Responsible for discussing in detail and with logic the limitations of the product and offer solutions for future enhancement considerations.
Principal Technical Support Engineer, Oracle HCM
Oracle Corporation
02.2006 - 07.2021
- Manage knowledge content contributions and maintain product documentation for multiple product areas as Knowledge Management Content Lead and Knowledge Champion
- Monitor and administrate My Oracle Support Communities for Benefits and Compensation Workbench as Oracle Community Moderator
- Create and distribute social media posts for various topics related to HCM
- Collaborate regularly with direct teammates as well as extended teammates for cross product knowledge sharing
- Responsible for communicating customer concerns and issues to upper management as well as Oracle Development and Product Management
- Create instructional and information documents for new product features.
Quality Assurance Analyst, Information Technology
Gevity (purchased by TriNet in 2009)
11.2004 - 01.2006
- Responsible for writing and executing detailed test cases, identify risk and reporting results to senior management team
- Identify, analyze, and document product detects, questionable functions and errors
- Recommend program improvements and revisions to developers and system analysts
- Worked with implementation team to rollout Advanced Benefits
- Assisted users to troubleshoot customer issues related to Oracle Advanced Benefits product.
Team Leader, Centralized Client Services
Gevity (purchased by TriNet in 2009)
05.2004 - 11.2004
- Supervise, train and develop team of approximately 15 Client Service Professionals
- Support Sales and Field Service Personnel in South Florida region with escalated client concerns and requests related to human resource consulting, wage and hour compliance, payroll and health benefit requests
- Update and maintain detailed client information in Oracle.
Process Engineering Specialist, Process Engineering
Gevity (purchased by TriNet in 2009)
01.2002 - 05.2004
- Coordinate with numerous departments in the creation of Client Services training modules used as tools or newly employed Gevity recruits, as well as continuing education for tenured Client Service Professionals
- Organized and facilitated new hire training consisting of 6 to 8 weeks of intense Oracle system skills, company policies and procedures, and health and welfare benefits
- Created new and maintained existing Standard Operating Procedures (SOP) related to Field and Centralized Client Services job skills including technical Oracle and customer procedural processes
- Managed and organized the internal distribution of SOPs to the company’s intranet via Teamsite Interwoven program
- Represented the team as the lead writer in all aspects related to the Oracle Advanced Benefits project
- Managed the training and documentation efforts related to the system conversion to Oracle Advanced Benefits from Legacy.
Client Service Professional, Centralized Client Services
Gevity (purchased by TriNet in 2009)
09.1999 - 01.2002
- Served as a primary contact to external clients, employees and field personnel for resolution of escalated payroll, human resources and benefits issues
- Handled and processed payroll included certified payroll accounts.
Education
Bachelor of Science in Technology Management -
State College of Florida
Bradenton, FL01.2019
Associate of Arts -
State College of Florida
Bradenton, FL01.2003
Skills
- Oracle Human Resources
- Oracle Payroll
- Oracle Advanced Benefits
- Oracle Compensation Workbench
- Oracle Self-Service HR
- Individual Compensation
- Microsoft Windows
- SQL Developer
- Slack
- Zoom
- Fusion HCM Benefits
- Fusion Compensation
Timeline
Principal Technical Support Engineer, SaaS HCM Fusion Compensation & Benefits
Oracle Corporation
07.2021 - Current
Principal Technical Support Engineer, Oracle HCM
Oracle Corporation
02.2006 - 07.2021
Quality Assurance Analyst, Information Technology
Gevity (purchased by TriNet in 2009)
11.2004 - 01.2006
Team Leader, Centralized Client Services
Gevity (purchased by TriNet in 2009)
05.2004 - 11.2004
Process Engineering Specialist, Process Engineering
Gevity (purchased by TriNet in 2009)
01.2002 - 05.2004
Client Service Professional, Centralized Client Services
Gevity (purchased by TriNet in 2009)
09.1999 - 01.2002
Bachelor of Science in Technology Management -
State College of Florida
Associate of Arts -
State College of Florida
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