PAIGE LORENZ
Morristown,NJ
Summary
Versatile Support Specialist skilled at handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering 6 years of experience in the technology field.
Overview
6
6
years of professional experience
Work History
Support Specialist
CAST (Center For Applied Special Technologies)
2021.02 - Current
- Manages and ensures high-quality responsiveness to incoming requests on JIRA help desk queue
- Serves as the primary point of contact for production support issues
- Conducts analysis of requested research items, incident tickets, and production support issues
- Documents issues encountered during UAT testing by taking print-screens, documenting steps to recreate issue, and working with subject matter experts to identify criticality and severity of the issue
- Helps facilitate SCRUM and UX/UI meetings and actively participates to ensure proper communication relating to active and in-process issues
- Consistently reviews trends from issues reported in order to make recommendations for improvements in the processes and Learning Designed user experience that can reduce or eliminate incoming issues
- Plans and conducts product/platform research with current and potential users of Learning Designed in order to understand customer needs
- Analyzes usage data from the platform and combines it with customer input to support recommendations for platform (“product”) improvements and enhancements
- Produces and organizes weekly, monthly, and annual status and usage reports
- Draft scripts for overview videos and coordinates production of overview videos
- Prepares price quotes for potential customers & makes sure to record and track sales and marketing activities in Salesforce
- Manages content / structure for the FAQ page, upcoming releases page, and certain web forms
- Creates analytic dashboards in google data studio for educators who have a subscription on our platform
- Conducts Learning Designed walkthroughs for new and potential customers
- Helps coordinate and facilitate usability sessions for upcoming product releases
- Serves as a primary subject matter expert (SME) on one our content management application
- Software Experience: Drupal 8 & 9, Salesforce, Google Workspace, JIRA, Google analytics, Google Data studio, Microsoft suite, Mailchimp, Algolia, Badgr, Camtasia
Associate
KPMG
Woodcliff Lake, NJ
03.2019 - 02.2021
- Helped Partners and delegates as well as local risk management teams in global member firms by answering business inquiries regarding risk/compliance systems data
- Maintained the information about clients and targets on a daily basis including assignment of approvers, requested client entity restrictions, client additions and changes
- Spent time researching risk and securities via Bloomberg terminal, Thomson Reuters, Morning Star, and more
- Performed daily tasks and processes to support the ongoing use of global applications
- Monitored data quality with consideration of its impact with other global systems utilizing SQL queries and excel formulas to analyze, pull, and update data in the compliance system
- Assisted with the resolution of potential conflicts/issues relating to the database
- Reviewed potential duplicate entity records and escalates duplicates to the appropriate parties
- Handled service desk tickets in the Service Now application and works with the technical team to trouble shoot user account issues
- Created transcripts and utilizes Adobe Captivate to create training tutorial videos for KPMG users
- Performed UAT on SSH file transfer protocol (SFTP) & DEV compliance applications
- Helped train new hires
- Software Experience: Adobe Captivate, Bloomberg Terminal, Thomson Reuters, Microsoft suite, Excel, Access, & MySQL Server, SFTP, Service Now
Content Specialist
ADP
Roseland, NJ
10.2018 - 03.2019
- Assisted in the development and implementation of content on a chat bot for ADP.com
- Continually tested the chat bot to analyze the responses that had flaws and were confusing to the client
- Came up with new automated responses that worked more efficiently and worked with the developers on this project to implement these changes
- Moreover, guided users on how to troubleshoot mobile app issues
- Was also back up for the social media Team
- Software Experience: Visio, Salesforce, CX Social, CA Service Desk Manager, Citrix XenApp.
Customer Support/Web Content Specialist
Arcadian Inc
Little Falls, NJ
12.2016 - 11.2018
- Managed on-boarding processes and product offerings across ecommerce website
- Created Various Technical Data sheets for a wide variety of products
- Created and edited basic web content using HTML within a CMS
- Created coupon codes for promotions
- Checked for grammar, spelling, style, and consistency in contents
- Quality assurance testing of website development projects, fixing broken links and images, etc
- Assisted in the creation of product descriptions and pinpoints key words and sell points for best results
- Communicated with web development team to resolve any issues occurring on website
- Collaborated with Marketing Manager to develop and execute online store offers
- Exported, imported, and batch edited mass amounts of products and user defined attributes using a CSV file
- Gathered, updated, and maintained product specifications, data sheets, and images
- Communicated with customers on a daily basis via Zen desk chat support
- Referred unresolved customer grievances or special requests to designated departments for further investigation
- Communicated with suppliers to discuss material specifications, clarify and confirm bill of materials, negotiate pricing and identify alternatives for special or custom orders
- Worked with Quotations Specialist, sending out RFQ's and gathering pricing from manufacturer representatives
- Managed the customer service team and trained new employees
- Software Experience: Shopify, Magento, Adobe Photoshop, Amazon Seller Central, Microsoft Outlook, Excel and Publisher, Zen desk chat support
- Basic Digital Marketing Skills Google AdWords, Hub Spot.
Bank Teller
Kearny Bank
Northvale, NJ
04.2016 - 12.2016
- A dependable professional who provided outstanding customer service, efficiently processed high volume error-free transactions and consistently met scorecard goals
- An organized and fast worker with solid computer skills and a sound knowledge of cash management principles
- Proven track record of successfully cross-selling bank products and services
- Recognized as a hardworking and adaptable team member who contributes to a positive work environment
- Software Experience: Fiserv, Microsoft
Education
Associates Degree - Information Technology and Networking
DeVry University
10.2021
Skills
- Tracking and Documentation
- Help Desk Support
- Defect Analysis and Resolution
- Account Administration
- Microsoft Windows and Office
- Resolving Problems and Incidents
- Online Chat Support
- Remote Technical Support
- Debugging
- Inventory Procedure Documentation
- Creative Issue Resolution
- Analytical and Methodical
Singing
I have a passion for singing and writing my own lyrics. I produced 2 songs so far that are currently on all music platforms.
Timeline
Support Specialist
CAST (Center For Applied Special Technologies)
2021.02 - Current
Associate
KPMG
03.2019 - 02.2021
Content Specialist
ADP
10.2018 - 03.2019
Customer Support/Web Content Specialist
Arcadian Inc
12.2016 - 11.2018
Bank Teller
Kearny Bank
04.2016 - 12.2016
Associates Degree - Information Technology and Networking
DeVry University
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