Team Leader with ownership and accountability for Problem Management, IT Change Management, Incident Management, Request Fulfillment, and Knowledge Management.Essential project team member for transition from Service Portal to Employee Center on the ServiceNow platform. Updated Service Catalog / Request Catalog management standards in ServiceNow to incorporate modern V2 portal widgets. Participated in an extensive card sort exercise on 400+ catalog items to determine appropriate portal taxonomy.Citizen developer utilizing M365 licensed tools to automate internal team processes and improve work efficiency in complex management procedures for Change and Catalog Forms work.

Led project to decustomize the Incident module within ServiceNow. This involved making decisions regarding process and tool as if deploying the module for the first time. Ensured that process and organizational needs were balanced with level of platform customizations and potential technical debt.Stood up governance and standards for the ServiceNow Service Catalog / Request Catalog form designs and workflows. Coordinated with Employee Experience to document and implement quality standards based on best practice webform user interface design. Enforced a higher level of technical standards for developers to follow, such as reusing workflows and creating variable sets. Created technical design templates to better translate business requirements into technical terms for developers to follow. Implement a procedure that included stringent ownership approval requirements as well as in-depth regression testing on every form to ensure a high level of quality in the output. Utilized M365 licensed tools to automate internal steps and improve work efficiency for the Request Catalog Managers.Participated in assessment and planning activities for decustomizing the Service Catalog module within Service now, including REQ, RITM, and SCTASK ticket types as well as moving from Workflows to Flow Designer platforms.Participated in multiple efforts to automate fulfillment of requested items within ServiceNow.

Acts as ITSM subject matter expert on major projects, often working with outside vendors or consultants. Develops and delivers virtual and instructor-led ITSM training for internal resources. Administers and maintains training delivery, attendance, and documentation. Monitors ServiceNow functionality and configurations and performs QA testing on enhancements, bug fixes, and catalog forms. Works closely with technical teams to identify and implement improvements that drive efficiency, accuracy, and improved metrics. Maintains Incident Management and Service Request Management Process KPIs and Metrics, as well as aiding in the development of Process and IT Enterprise Metrics.

Engages in freelance IT consulting services for small businesses. Aids businesses in identifying impacts of IT equipment and processes in their environment and industry. Delivers technology solutions where applicable, aiding the business in achieving its goals. Advises the business on compliance standards for laws associated with the use of technology, such as SOX or HIPAA HITECH.

Radio Equipment Repairer in the Army Reserves. This role includes extensive training with component level electronics, computers, and purpose-built diagnostic systems, as well as substantial experience working with various levels of documentation and record keeping.

Subject Matter Expert on ITIL Processes of Incident and Request, as well as a project and collaborative resource for operational teams and other processes. Identifies process impacts of modifications to the Service Management Tool (ServiceNow) and proposes new enhancements that will improve the interface between the Process and Tool. Writes, updates, and maintains documentation associated with Incident and Request Processes, procedures, and work instructions. Produces and analyzes monthly metrics. Performs testing in HP Quality Center on Incident and Request Applications within ServiceNow during upgrades or improvement efforts. Develops and delivers in-person and remote training on the ITSM Processes (Incident, Request, Knowledge, Change, and Problem) and their interface with the Service Management Tool.Was an essential core team member of a project that was successful in redesigning the IT onboarding catalog form and workflow, which was completed in August 2019. The redesign of this form and workflow meant to set up and deliver IT services to internal workers had been attempted and was unsuccessful in numerous other efforts over the past 10 years. The new form and workflow potentially saves the client company 10 million dollars a year in costs associated with worker downtime.Core participant in an extensive improvement effort for Incident Management that included working with outside consultants, redesigning key Process components to align better with ITIL, and redesigning metrics that serve as Key Performance Indicators for the Incident Management Process. Single-handedly designed, programmed, and deployed the new metrics to Power BI.Currently working on the virtualization of existing instructor-led ITSM training.

Worked as the primary point of contact for customers regarding questions and issues associated with the site or service. Performed troubleshooting with customers using email, phone, and GoToMeeting screen sharing service, as well as providing customers with advice regarding the optimal use of the platform. Aided transition from Zendesk to JIRA Service Desk ticketing platform; this included handling the majority of the JIRA configurations such as workflows and the priority matrix. Oversaw all tasks sent to the development team to ensure deadlines were met and work fulfilled the customer's requirements.

Performed internal IT Support via inbound call and chat for client company in a Service Desk environment; Handled remote software installs and troubleshooting of IT issues and equipment; Creates, directs, and closes tickets in ServiceNow ticketing system; Required to reach out to customers and set up appointments in response to emails, voicemails, and tickets submitted via online portal; High level of Customer Service delivery expected for internal clients; Created knowledge base documents; Onboarding trainer - is a go-to person for training new employees on process and procedure for use of client systems and ServiceNow.

Worked as a primary casher, interacting with customers of diverse backgrounds and language ability; Trained new employees and peak season help; Managed large cash deposits and high volume sales.

Worked as a cashier, interacting with customers and running shifts; Often opened or closed the store, including counting money and making deposits; In charge of training new employees

Use of database and billing system; Phone and walk-in orders; troubleshooting automotive issues and researching solutions

Spearheaded project to change management software, troubleshooting migration issues as they arose; Was the point of contact with the hotel management software vendor; Set up user accounts, built the database, and customized the software

Daily responsibilities involved the use of a database system, as well as checking the cash drawers from previous day and making cash deposits; Employed skills as the main point of contact for technology problems, stepping up to confer with company IT and vendors when issues interfered with daily operations

Utilized customer service and interpersonal skills on a day-to-day basis; Managed cash and credit card transactions; Served food and bussed tables

Worked by utilizing a knowledge base, database, Internet research, and troubleshooting skills; Often resolved issues other Associates would escalate to Second Tier; Support was entirely over the telephone