Pamela Riche Guillaume
VALLEJO, CA 94589
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I have many years of experience managing software and telecom projects, technical teams, budgets, process improvements, standards implementation and supporting customers in each of my companies. I... show more

Praises

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Work experience
Client Service Professional

Supported up to 10 Income Tax Preparers, responsible for prep for office opening and daily support of clients and tax office team. Provided initial client support via phone calls or greeting them at the door to discuss their needs, provide answers to questions and scheduling/rescheduling appointments.
*Processed and posted daily results statuses and staffing schedules. Analyzed the details to document daily results.
*Inventoried and reviewed status of all client files in process in hold files daily. Provided reports of findings to management after gathering additional details from the
tax professionals.
*Processed client payments through the payment software.
*Created a standards binder to document the correct way to handle all administrative support processes, and to provide information to help our whole team. Trained the other Client Service Professionals on staff. Monitored the status of opening and closing responsibilities for all shifts.


H Block
H Block
Tax Preparers

Client Service Professional 12/2017 3/2018

Supported up to 10 Income, responsible for prep for office opening and daily
support of clients and tax office team. Provided initial client support via phone calls or
greeting them at the door to discuss their needs, provide answers to questions and
scheduling/rescheduling appointments.
Processed and posted daily results statuses and staffing schedules. Analyzed the details to
document daily results.
Inventoried and reviewed status of all client files in process in hold files daily. Provided
reports of findings to management after gathering additional details from the
tax professionals.
Processed client payments through the payment software.
Created a standards binder to document the correct way to handle all administrative
support processes, and to provide information to help our whole team. Trained the other
Client Service Professionals on staff. Monitored the status of opening and closing
responsibilities for all shifts.

BSA
Sr. Staff/IT Manager II

Reported to Wayne Fisher 510-741-4570

Bio-Rad Laboratories
IT Manager II

Reported to Chris Power 510-741-6528

Planned and implemented validation testing of HP testing tool application to maintain FDA and SOX compliance. Developed, implemented and tested software upgrades to the testing application environment to meet additional user and compliance requirements. Managed the environment, application and project structure that held testing builds and provided technical support for 12 key application projects, supporting 1500+ users. Met department goal of getting all key projects standardized on a common testing platform.
Key Projects:
*Supported a large Active Directory project to change 8000+ user IDs from "name" conventions to "employee ID" numbers. Gathered requirements, worked with vendor to design and test a software upgrade to support the change in the testing application. Worked closely with a large IT team of resources to implement the change over 6 months.
*Planned and successfully implemented a Global Network Performance Test, working with U.S. resources, Global resources at 18 European locations and a multitude of external vendors.

IT Manager II

Researched FDA regulations for the development and support of computer software applications and regulations for the handling of customer payment cards (PCI). Documented process changes and trained business and IT resources responsible for implementation process. Conducted IT compliance testing, remediation efforts and maintenance in support of Sarbanes Oxley (SOX), internal and external audits of IT controls for support of financial systems. Monitored and provided reporting of SOX controls status. Analyzed SOX controls and collaborated with all IT groups and compliance groups to implement any updates to processes and to validate processes were being followed. Continued to lead the IT department through successful internal and external audits for four additional years, resulting in no critical findings, ensuring compliance and avoiding fines.

IT Audit

Led Bio-Rad's IT department through successful internal and external SOX audits for five years, resulting in no critical findings, ensuring compliance and avoiding fines. Developed, monitored and reported on SOX controls statuses. Studied SOX requirements in depth, developed policies and procedures required to meet the expectations of top executives, CFO, CIO, internal audit and external auditors. Worked with IT and compliance departments to implement and monitor new processes to ensure compliance. Facilitated controls training, extensive testing, remediation work and accurate documentation of findings.


Proficiencies
Income tax administrative support

In-House IT programmer training and IBM courses

Total Quality, Project Management, System Development Lifecycle, SAP, FDA Requirements, Team Supervision

Computer Software, PCI Regulatory Requirements, SOX Regulatory Requirements, CISA, Internal
Audit, HP Application Lifecycle Management (testing tool), Financial Management, ISO 9001 Document
Guidelines.

Bio-Rad Laboratories
IT Manager iI
same
same
Education
AvoHa High School
High School, General Studies
Volunteering
First Baptist Church
Awana Bible Study for Preschoolers