Technology Service Center End User Success and Experience• Responsible for supporting local and remote staff by resolving technology issues at tier 1 and 2 levels.o Solve problems with strong attention to detail, and a "first contact resolution" mindseto Identify cause of issues, the right resources to engage, and to work quickly to resolve them • Understand the technical and non-technical elements of end-user supporto Build trust with users by performing technical support and coaching users for long-term successo Strong written and verbal communications skills including group discussions• Support projects and process improvement.o Update and create documentation to record changes in processes, procedures, configuration items, and other documents as needed/requested.o Strong organizational and time management skillso Create ServiceNow Dashboards

Information Technology Service Desk End User Support• Increased department workload visibility and improved accuracy of capacity forecasting by creating customized performance reports. Motto was Staff for Averages, not for Outages. o Informed staffing decisions via analysis of day of week, monthly, quarterly, and year over year trendso Provided guidance on queue and agent performance improvements (AHT, SLA, Interaction Counts, etc.) using ServiceNow data and Genesys Customer Experience Insights (GCXI)• Mentored, trained, and provided professional guidance for team memberso Proactively developed knowledge/training materials and processes which accelerated successful onboarding of new Service Desk associates and contractorso Developed, documented, and led trainings for 50+ new Technology Service Desk associates and contractors• Represented the service desk on projects, initiatives, new technology releases, and support team meetingso Minimized risks for Service Desk initiatives impacting 12,000+ CG associates by providing expert insights during project discovery, requirements gathering, and risks analysiso Created/updated knowledge articles and communicated critical information across multiple teams and stakeholders• Delivered first-level support and service restorations for thousands of technology products and applicationso Provided thorough and accurate issue documentation to expedite investigation/resolution; directed escalation as neededo Coordinated incident management for major outages/issues and liaison for the business for efficient solution deliveryI thought it was the primary importance to give outstanding customer service, while knowing the business and applications.Tools:ServiceNow; Microsoft Office; Outlook/Exchange; OneNote; SharePoint; OneDrive; Teams; Slack; Cisco Jabber; Cisco AnyConnect; Cisco Virtual Office; WebEx; Zoom; Genesys; GCXI; Active Directory Users and Computers; RSA; Ceridian Dayforce; BeyondTrust Bomgar

American Funds Service Company Shareholder Services• Coordinated high volume mail processing, inbound and outbound calls from shareholders, financial professionals, and internal colleagues• As AFS moved away from the use of dumb terminals and mainframes, I was one of the first associates to receive a pc and was used to train others• With the movement of processing with imaged sources and pc applications, I was used to help create the AF Technology Service Desk, consolidating multi points of contact into one central group which streamlined issue resolution