SHARON L COLLIER
Augusta,GA
Summary
Results-driven IT operations leader with 23 years of extensive and varied technical expertise in IT Support and Service Management with a remarkable track record in managing and supporting high-impact incidents and escalations. Expertise in leading technical support teams, overseeing data systems, applications, mobile devices, digital media, web content, and software implementation in a dynamic global customer service center. Highly skilled in providing exceptional support to end-users across diverse environments, including Agile, Lean, and Waterfall methodologies. Proven experience engaging with varied audiences, from corporate entities to non-profits and technical teams, while consistently adhering to and exceeding service level agreements (SLAs). Thrives in both collaborative and remote work settings, forging strong partnerships with vendors, customers, stakeholders, and cross-functional teams at every organizational level.
Overview
24
24
years of professional experience
Work History
Billing Analyst
Lumen-Projects
- Established billing protocols that ensured accurate and timely invoice processing, meeting contractual obligations and regulatory standards.
- Ensured high levels of precision in invoice preparation, reflecting contractual agreements and complying with company and legal policies.
- Updated billing systems to align with evolving terms and conditions, maintaining organizational consistency and adherence to compliance regulations.
Financial Assurance Analyst
Lumen-Projects
- Analyzed financial data for affiliate circuits to ensure accuracy and alignment with operational standards.
- Partnered with Finance and Operations teams to oversee the management of approximately 65,000 to 70,000 circuit-related financial records.
- Resolved complex financial data issues, achieving a 98% accuracy rate while maintaining compliance standards.
Informatic Cloud Service Administrator
Truist-Project
- Collaborated with stakeholders and cross-functional teams to facilitate issue resolution, ensuring seamless business, interface, and technical operations.
- Provided comprehensive administrative support for cloud services, optimizing system performance and reliability.
- Managed permissions and privileges for users across various environments.
Senior Technical Support Associate - Apps
Infosys
01.2022 - Current
- Provide technical support for software development lifecycle, assisting in both production and administrative tasks for technical teams.
- Perform root-cause analysis to troubleshoot and resolve issues, delivering prompt and high-quality service to customers.
- Improve knowledge management workflows, resulting in increased team efficiency through strengthened internal collaboration.
- Adhere to ITIL, Service Management (ITSM), and Agile methodology standards to maintain industry best practices.
Office Support Assistant | Agency Liaison
COMMUNITY IMPROVEMENT ASSOCIATION OF THE ORANGES
01.2020 - Current
- Provide support services for business operations, ensuring efficient administrative processes.
- Attend organizational meetings to facilitate communication and workflow coordination.
- Liaise with various agencies and cross-functional teams to address and support community needs.
Independent Business Owner
BEYONDHOMESHOP.COM
01.2017 - Current
- Responsible for the online sales of the brand.
- Oversee the look and feel of the company’s website.
- Responsible for generating sales via online channels.
Program Manager
COMMUNITY IMPROVEMENT ASSOCIATION OF THE ORANGES
01.2020 - 12.2020
- Oversees a team responsible for promoting census participation awareness within the community.
- Determines and mitigates barriers to census engagement, enhancing accessibility for residents.
- Coordinates the provision of tools and resources to support community members in self-responding to the census.
Manager, Product Management-Employee Digital Media & Incident Escalation
AMERICAN INTERNATIONAL GROUP & AFFILIATES (AIG)
01.2016 - 12.2017
- Directed incident response for corporate intranet, acting as the key intermediary between Tier 2 Support and the Global Services Help Desk.
- Managed the incident escalation procedures, guaranteeing prompt management notifications and sustained clear communication for issue resolution.
- Developed and instituted reporting systems to monitor incident resolution metrics, improving service excellence and user contentment.
- Coordinated resolution efforts for high-severity incidents across in-house and vendor-hosted environments, supporting both internal and external end-users.
Technical Support Manager & Incident Management
AMERICAN INTERNATIONAL GROUP & AFFILIATES (AIG)
01.2011 - 12.2016
- Oversaw daily operations of a service center, managing intranet site sections and tools for optimal efficiency, while also providing support for high-impact incidents from initial report to successful resolution.
- Managed ticketing systems, coordinating the triage process and delegating issues to appropriate content managers.
- Uphold service delivery excellence for Intranet Support Services, improving user experience and operational effectiveness.
- Directed assigned special projects, ensuring timely completion within budget and achievement of all project milestones.
Senior Data Research Analyst
AMERICAN INTERNATIONAL GROUP & AFFILIATES (AIG)
01.2002 - 12.2011
- Ensured content accuracy and improved functionality of complex data systems, optimizing user experience for an international customer service platform.
- Resolved technical issues to support system users, maintaining uninterrupted operations.
- Facilitated communication and coordination among diverse stakeholders, serving as the primary point of contact for global teams.
- Conducted thorough evaluation of employee data feeds across global company divisions, ensuring top-notch quality assurance standards were met.
Business Systems Analyst
AMERICAN INTERNATIONAL GROUP & AFFILIATES (AIG)
01.2001 - 12.2002
- Provided quality analysis support for the User Acceptance Testing (UAT) environment, ensuring thorough testing and validation of the Financial Accounting System.
- Assisted with the maintenance and troubleshooting of the Computron system, contributing to the optimization of financial operations.
Education
Associate of Applied Science - Microcomputer Systems Applications
Essex County College
Newark, NJGoogle IT Support Professional Certificate - undefined
Coursera
01.2021
Skills
- Troubleshooting & Analysis
- Customer Support
- Tool Management
- Incident and Problem Management
- Attention to Detail
- Team Leadership & Training
- Process Improvement
- Service Level Agreements (SLA’s)
- Knowledge Article Management
- Customer Service
- User Experience (UX)
- Content Management
- Ticketing Systems
- Problem Resolution
- Time Management
Timeline
Senior Technical Support Associate - Apps
Infosys
01.2022 - Current
Office Support Assistant | Agency Liaison
COMMUNITY IMPROVEMENT ASSOCIATION OF THE ORANGES
01.2020 - Current
Program Manager
COMMUNITY IMPROVEMENT ASSOCIATION OF THE ORANGES
01.2020 - 12.2020
Independent Business Owner
BEYONDHOMESHOP.COM
01.2017 - Current
Manager, Product Management-Employee Digital Media & Incident Escalation
AMERICAN INTERNATIONAL GROUP & AFFILIATES (AIG)
01.2016 - 12.2017
Technical Support Manager & Incident Management
AMERICAN INTERNATIONAL GROUP & AFFILIATES (AIG)
01.2011 - 12.2016
Senior Data Research Analyst
AMERICAN INTERNATIONAL GROUP & AFFILIATES (AIG)
01.2002 - 12.2011
Business Systems Analyst
AMERICAN INTERNATIONAL GROUP & AFFILIATES (AIG)
01.2001 - 12.2002
Billing Analyst
Lumen-Projects
Financial Assurance Analyst
Lumen-Projects
Informatic Cloud Service Administrator
Truist-Project
Associate of Applied Science - Microcomputer Systems Applications
Essex County College
Google IT Support Professional Certificate - undefined
Coursera
Similar Profiles
Dwayne ElmquistDwayne Elmquist
Heavy Equipment Operator at IDL Projects,peace River Hydro Project,XL ProjectsHeavy Equipment Operator at IDL Projects,peace River Hydro Project,XL Projects
ERIC TOMLINSONERIC TOMLINSON
Network Technician at Lumen TechnologiesNetwork Technician at Lumen Technologies
Omar RodriguezOmar Rodriguez
Sr. Network Engineer Program Manager at Lumen TechnologiesSr. Network Engineer Program Manager at Lumen Technologies
Leo HooperLeo Hooper
Landscaping Crew Leader at Grizzly Landscaping and FenceLandscaping Crew Leader at Grizzly Landscaping and Fence
Austen RussAusten Russ
Cybersecurity Analyst at U.S. ArmyCybersecurity Analyst at U.S. Army