Claude Lavaud

Program Manager

Independent Purchasing Cooperative

Jul 2024 - Dec 2024 (6 months)

• Evaluated Program features to maximize member benefits. . Coordinated project planning for third party integrations. • Communicated Program changes to all stakeholders. . Evaluated adoption rate and provided solutions for improvements. • Collaborated with stakeholders to define Program specifications. . Documented system functionality and enhancements. . Created and maintained Program knowledge base. . Evaluated user stories for enhancements.

Technical Project Coordinator

Anuvu

May 2023 - May 2024 (1 year 1 month)

Managed the financial operations pipeline for the software team. Supported the project development team. • Liaison between all stakeholders for specific project needs. • Maintained and communicated project artifacts. . Facilitated and organized efficient project meetings. . Contributed to process improvement across the organization. . Created and managed appropriate training and operational procedures.

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Market Services Specialist

The McClatchy Company

Jan 2018 - Dec 2022 (5 years)

. Coordinated technology-based initiatives across the enterprise. . Served as a liaison between stakeholders and technology. • Coordinated the security standards and compliance for systems and end users. . Automated processes for improved efficiency. . Reduced operational costs by evaluating and adjusting processes and the resources used. • Trained different teams on their respective processes. • Capital budgeting for IT equipment. • Coordinated office relocation, closures, and opening. • Ensured end user satisfaction across different platforms. • Reviewed quarterly system and user audits.

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Support Manager

Sep 2014 - May 2016 (1 year 9 months)

• Developed and monitored department processes for: Customer Service, Technical Support, Installations, Customer Relations, and QA. • Developed a customer relationship management strategy to incorporate trust and familiarity using customer follow through and satisfaction surveys. • Developed and managed a training program for new hires and existing staff. • Managed the Technical Support and Customer Service Teams to ensure the utmost level of customer satisfaction. • Implemented and managed an offshore Customer Service Team. • Managed Functional Testing Team for software releases. . Responsible for department's budget. • Designed and analyzed reports to monitor department progress. . Responsible for department's staff coaching, appra

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Technical Support - Lvl2 Lead

Oct 2011 - Sep 2014 (3 years)

. Managed day to day workload for Level 2 technicians. • Responsible for Functional Testing of Software Releases. • Performed In-house Training on software features for staff. . Coordinated between Development and Technical Support for expedited items.

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Webhosted Manager

Apr 2011 - Oct 2011 (7 months)

. Configured and maintained Microsoft Group Policy Management, Active Directory, Remote Desktop Services, and SQL Server environments. . Restructured Cloud Environment for redundancy and fail over. • Managed transition of data to a new hosting service provider. • Deployed Remote Apps to facilitate application access to clients. . Analyzed reports to monitor department progress.

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Technical Operations Analyst

Sep 2009 - Apr 2011 (1 year 8 months)

• Assisted clients with software and hardware problems. . Troubleshoot reported issues. • Coordinated with Development for Bug Reporting.

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QA Manager

Insight Software

. Managed White and Black Box testing for the software throughout its development cycle. • Managed the Automation Development and Implementation of the software's Unit Testing using HP UFT. • Coordinated Software Releases with the Product and Development Manager. . Implemented and oversaw Software Release Procedures. . Coordinated availability of all relevant materials pertaining to software changes to the Documentation Team for Release Notes and Knowledgebase Articles. • Provided Software Release Training to customer facing staff.

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