Sharon Manning

Worked with over one hundred customers as a dedicated and leveraged Problem Manager. Also as a multi-client Problem Manager driving root cause analysis for outages that impacted multiple customers.

Developed and maintained Problem Management processes and documentation ensuring adherence to industry best practices.

Oversaw post-mortem meetings after major incidents, fostering collaboration among stakeholders to address underlying issues effectively.

Facilitated Problem Management meetings (including meetings directly with customers when working on dedicated accounts) fostering collaboration among stakeholders and driving swift resolution of critical issues.

Acted as a QA auditor reviewing RCA documents to ensure they were up to the company´s standards, and provided mentoring when opportunity areas were identified.

Performed proactive problem analysis using log data and incident management data to investigate potential issues.

Enhanced team productivity by providing comprehensive training on problem management tools and methodologies.

Maintained accurate records of al problems within the organization's IT environment, ensuring visibility into historical data when required for analysis or audits purposes.

Developed strong relationships with stakeholders across the organization, promoting transparency and trust in the problem management function.

Collaborated with cross-functional teams to identify trends in incidents and formulate proactive strategies to prevent future occurrences.

Promoted a culture of continuous improvement within the problem management function by regularly reviewing and optimizing processes, tools, and methodologies.

Functioned as the Lead of the problem assignment process, ensuring each Problem Manager had an equal amount of RCAs, and assisted with any inquiries regarding RCA production.

Coordinated with vendors for third-party support, ensuring prompt resolutions of issues outside internal capabilities.

Reduced incident recurrence rates through thorough root cause analysis and process improvement initiatives.

Enhanced incident response times by streamlining communication channels and implementing efficient escalation procedures. The focus was on lower priority incidents that were not being addressed within the SLAs.

Delivered regular training sessions for staff members on incident management procedures, enhancing overall team efficiency and knowledge sharing capabilities.

Led efforts to improve internal communication tools used in managing incidents, increasing transparency and reducing response times.

Fostered a culture of continuous improvement within the organization through consistent review and refinement of existing processes.

Customer Assistance: Responding to customer inquiries via phone, email, or chat, managing over 50 calls per day in average.

Technical Troubleshooting: Resolving hardware and software issues, offering step-by-step guidance to users.

Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.

Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.

Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.

Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge. Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.

Used ticketing systems to manage and process support actions and requests.

Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients. Managed high levels of call flows and responded to technical support needs.