• Documented service requests in ONESystem and escalated calls to our Resolution/Tier 2 Support team as needed.• Managed the scheduling and completion of all services assigned by customers. • Maintained open communication with Affiliates in a manner that adheres to all contracts and agreed upon scope of work. • Developed and maintained positive customer relations to ensure superior customer satisfaction.

• Provided professional, effective, and knowledgeable rapid audio-visual (AV) and IT support to staff and students in the academic environment. • Triaged, resolved or escalated support calls within agreed timescales using IT Service Management principles and logging systems (ServiceNow). • Maintained support for the operation and maintenance of equipment in physical teaching environments. • Coordinated assistance for events and teaching, including setting up and operating equipment (e.g. studio operations), recording, and editing and processing media. • Installed and maintained current images on managed devices (laptops classroom computers). • Created step-by-step manuals for laptop integration for AV conference rooms.

HP at JP Morgan Chase• Organized and implemented floor migrations for corporate employees at JP Morgan Chase. • Ensured 387 accountants and traders’ desk removals and reinstallations were successfully migrated through building and floor transitions. • Installed and configured appropriate hardware/software and functions according to specifications. • Installed and maintained current images on managed devices. • Managed printer installations for 37 floors for the Chase Tower, including high performance and executive floors.• Provided technical support for corporate employees.

• Monitored the life cycle of all change request tickets in ServiceNow• Analyzed newly/old implemented changes weekly against incidents reported after implementation to determine if changes resolved/caused said incidents • Monitored success and failure indicators for changes implemented in Production (go-live) environment and ensured they were regularly measured and reported• Identified change agents and additional parties who were involved in specific change activities, such as design, testing, problem solving and responsible for acting as ambassadors for said change• Planned the involvement and project activities for sponsors• Hosted bridge calls and meetings, which discussed the implementation of new changes within the IT production environment• Approved or declined change requests during weekly meeting based on criteria ITSM team set in place. Reported the previously implemented and upcoming changes on a weekly basis• Created How-To guide to submit Standard, Normal, and Emergency changes via ServiceNow for all IT personnel. • Responsible for creating and carrying out process guides/workflows to ensure that IT personnel met current ITSM expectations

• Provided technical and troubleshooting assistance and support for incoming queries and issues related to computer hardware, software, mobile devices and other tech tools and products for customers• Installed, modified, and repaired hardware/software and ran diagnostic programs to resolve problems• Followed up with customers to ensure an issue had been resolved and obtained feedback