Alice Hogan Email & Phone Number

I perform work in the design, development, implementation, operation, maintenance and support of ServiceNow ITSM platform to meet business needs. As part of the ITSM team, I participate as system administrator including planning and implementation and support of ServiceNow. I also provide expert consulting, instruction, and troubleshooting and, maintain active communication with process owners and with others involved in providing technology tools and services that integrate with ServiceNow.Duties Include:• Training and supporting users• Develop process “playbook” documentation• Perform Business Analysis role for ServiceNow enhancement including:o Gathering and document requirementso Translate requirements into technical specificationso Partner with developer to coordinate development, testing and implementation• Manage users, groups and roles• Perform migration activities (Dev to QA, QA to Prod).• Managing system upgrades in a timely and low-impact mannero Research impacto Manage/perform functional and performance testingo Perform trainingo Coordinate implementation• Develop and improve user systems procedures, and prepare system documentation• Establish and maintain effective communications with customers, other technology specialists, and vendors about services• Assist with client implementations within each business service line

Responsible for 27 Customer Support Agents that handled large call volumes while maintaining accuracy, efficiency, and a positive attitude, trouble shoot hardware and software problems. Assisted customers in troubleshooting wireless connectivity issues, wireless internet applications, and training issues. Coordinate and assist technicians with cable install, and system upgrades for testing and monitoring. Logged service issues and customer complaints for problem areas, with remote connectivity. System Administrator for ORB and Neoteris. Write documentation procedures and instructions for end users. Create usage reports with MS Access and Crystal Reports. Oversaw training of new Customer Support Analyst. Completed daily electronic and verbal reports to management and staff. Was responsible for the day to day operation of the Customer Support Center. Provide phone support and remote access to physicians and their staff. User account management, reset passwords .On call responsibilities Identified, documented and resolved issues with company designed software. Responsible for doing system testing for ORB in a test environment before changes are made. Provide training and education for physicians and their staff. Diagnosed hardware problems with pc, modems, printers, and other hardware.

Train administrators, educators, super user and end user training on how to use Vocera , I3 (Interactive Intelligence), Rightfax, WebEx . Gather data from customers for call flow design, database build, device management planning and staff assignments. Perform date integrity check to validate the database structure, create database, configure server from customer requirements for system readiness. Apply license, install and configure components of the system, configure and provision managed phones, customize inbound call flows, configure lines, create users, workgroups and roles. Access management, create scheduled reports and provide ongoing support.

Associate Degree, Computer Information Systems

Education record