MARCI RAE BROWN
Olympia
Summary
Dynamic IT Helpdesk Coordinator with advanced SharePoint expertise at the Washington State Department of Natural Resources. Proven ability to enhance customer satisfaction through effective communication and technical support. Skilled in website management and DNR systems, consistently delivering results while fostering collaboration and training initiatives. Committed to optimizing operational efficiency and user experience.
Overview
25
25
years of professional experience
Work History
FP-IT Helpdesk & Customer Support Coordinator
Washington State Department of Natural Resources
Olympia
01.2015 - Current
- Served as a Liaison between customers and internal departments for escalated cases requiring additional attention or resources.
- Provided security requests submitted for processing within 24 hours.
- Assisted customers in navigating website features while providing technical assistance as needed.
- Served as Forest Practices SharePoint and Drupal Administrator.
- Collaborated with Web Developers to help create and operate internal and external Web sites.
- Provided technical support for troubleshooting issues related to website functionality.
- Managed incoming calls efficiently utilizing call routing systems for optimal time management.
- Assisted in PC Replacement Cycles for the agency by getting current computer standards specs.
- Assist in collecting, update, maintain inventory is tracked on the division equipment tracker as employees onboard, leave, or new equipment.
- Provided professional and verbal and interpersonal communication skills with internal staff and management.
- Ability to create a positive customer experience; meet or exceed customer expectations and deliver results.
- Ability to multi-task, manage deadlines, and work independently in a fast-paced environment.
- Demonstrated ability to function effectively as a team member being available during working hours via email, Teams, and work cell phone.
- Responded to escalated customer issues promptly.
- Assisted customers with product inquiries, technical support and other customer service related issues.
- Maintained confidentiality of sensitive information obtained during interactions with customers.
- Created training materials for new customer service representatives.
- Monitored customer satisfaction levels through surveys and follow-up calls.
- Performed basic troubleshooting steps to resolve customer problems quickly.
SharePoint and ACDC Business Administrator
Washington State Department of Natural Resources
Olympia
10.2005 - 01.2015
- Serves as Aquatic SharePoint Administrator.
- Identifies operational problems that impact the Aquatic business processes, project communication and collaboration, content and document management.
- Provides technical support and/or responds to trouble reports from users and identifies and resolves problems for issues via SharePoint Aquatic Helpdesk.
- Team Leader for Aquatic Division SharePoint site customization to create corporate branding look and feel.
- Team Leader for development, testing and documenting custom workflows, web parts and templates.
- Assesses training needs, determines training approaches and developed course materials.
- Introduced a three-tier communication system - internal staff, district staff and management.
- Track and communicate all project requests.
- Identifies documentation needs and creates documentation for system users.
- Organized site to deliver employees requirements; new hire training contracts etc.
Office Assistant Lead
Department of Labor and Industries
Olympia
10.2004 - 01.2005
- Instructs OA in program software use and clerical procedures.
- Assigns and reviews OA's work for accuracy and quality, adding tasks as knowledge level increases and determining further training needs.
- Assists with OA interviews, modifying and making suggestions for interview questions, contacting candidates and scheduling interviews.
- Member of interview panel, rating candidates for unit supervisor's hiring decision.
- Reviews all protests to department orders to determine appropriate assignment to department staff.
- Enters the protests in the computer tracking system and directs the additional related clerical duties by the unit OAs.
- Receive and track claim reopening applications, notifying the adjudicators and supervisor when action needed.
- Processes certified requests to self-insurers for complete claim records.
- Send certified requests, monitoring employer's receipt, sending pre-penalty letters if file not received timely.
- Refers received files and late response information to adjudicators for action.
Office Assistant Senior
Office of the Attorney General
Seattle
08.2000 - 10.2004
- Company Overview: Washington State Attorney General's Office / Beverly Gunkel
- Knowledgeable in Word, Excel, Outlook and AGO intranet.
- Preparation and formatting of agreements, stipulations, releases, memos, reports, letters, expert agreements, subpoenas and correspondence for obtaining medical, education and employment records for the attorney, paralegal or legal secretary.
- Adding and deleting records in Law Manager, the AGO case management system ensuring accurate records.
- Administrative support including handling inquiries from the press and incoming public phone calls regarding consumer affairs.
- Assist consumers with questions, complaints, inquiries and interpretation of the consumer protection laws regarding the consumer protection act, in person or via the phone.
- Maintain the schedule for state vehicles and conference rooms using Microsoft Outlook Scheduler.
- Create, plan, and organize special events for the AGO Diversity Committee (commendation letter from Christine Gregoire).
- Indexing files and pleadings.
- Washington State Attorney General's Office / Beverly Gunkel
Education
Agile Scrum SharePoint for Users, SharePoint Server Administration, SalesForce Foundation & Administration, Electronic Records Management and Case Management System
Skills
- Advanced knowledge of Microsoft SharePoint
- Advanced knowledge of SalesForce CRM
- Experience in Website/Domain management
- Marketing skills in social media and email promotions
Timeline
FP-IT Helpdesk & Customer Support Coordinator
Washington State Department of Natural Resources
01.2015 - Current
SharePoint and ACDC Business Administrator
Washington State Department of Natural Resources
10.2005 - 01.2015
Office Assistant Lead
Department of Labor and Industries
10.2004 - 01.2005
Office Assistant Senior
Office of the Attorney General
08.2000 - 10.2004
Agile Scrum SharePoint for Users, SharePoint Server Administration, SalesForce Foundation & Administration, Electronic Records Management and Case Management System
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