Streamlined daily documentation processes by leveraging Artificial Intelligence (AI) tools.
Developed comprehensive documentation for both internal and external customers, published on the official Ellucian documentation site.
Coordinated documentation creation and updates by collaborating with product stakeholders and respective development teams.
Managed documentation version control utilizing Git, ensuring integrity and traceability.
Utilized Oxygen Content Fusion for team collaboration and formal documentation approval workflows.
Coordinated all upgrade and update notifications for Software as a Service (SaaS) customers.
Created supporting documentation to facilitate successful implementations across various lines of business.
Authored Root Cause Analysis (RCA) and Incident Summary Report (ISR) documents for customers following service incidents.
Assisted in the resolution of complex customer escalations, ensuring a positive outcome.
Supported multiple lines of business to ensure overall customer success and satisfaction.
Managed full implementation projects from initiation to completion for new clients.
Assisted with the technical migration of prospective data from client Enterprise Resource Planning (ERP) systems.
Provided comprehensive training to new clients on the functionality and best practices of Ellucian CRM Recruit.
Applied institutional branding standards to Ellucian CRM Recruit websites as a key implementation step.
Provided technical troubleshooting and resolution for project-related issues.
Trained internal team members on technical aspects of implementations.
(Senior Consultant) Assisted Project Managers with technical project tasks during large-scale implementations.
Documentation & Version Control: Oxygen Author, Oxygen Content Fusion, Dita, Git
Productivity & AI: ChatGPT, Microsoft Office Suite
CRM Systems: Ellucian CRM Recruit, Ellucian CRM Advise, Ellucian CRM Advance, Microsoft Dynamics CRM
Operating Systems: Microsoft Windows, Linux (Desktop and Server), macOS
Databases: MySQL, Oracle Database
Certifications: Microsoft Certified Professional