Alandra M. Email & Phone Number

Orlando, Fl, Us

Santa Clara, Ca, Us

Santa Clara, Ca, Us

Award winning customer service skills with a proven track record of customer service and technology expertise. Including "UTG--Llama award winner 2022"Expertise extending to:• ServiceNow• MicrosoftProviding premium level 3 Developer support for ServiceNow. As a member a specialized support level team "Impact" who assist Fortune Top companies in solving complex integration, and implementation issues with the Platform.• Resolve HTTP/HTTPS, networking, Email infrastructure/protocols, Web services – REST & SOAP requests from 3rd party vendors, Authentication mechanisms - Single Sign-on, LDAP, TLS issues in a timely manner.• Debugging and using debug tools like Splunk and BSSH logging to find information to assist in solving complex issues.• Research and duplicate issues in development instances to provide solutions and workarounds.• Collaborate with technical resources to provide both knowledge based documentation and enhancement/PRB/Known Issue advancement.• Work heavily with 3rd party applications and integration-related issues Specializing inServiceNow: Plugins like Virtual Agent ITSM for 365, Notify Connector for Microsoft Teams, ServiceNow Integration Hub, Now Assist, Generative AI, Flow Designer, Notifications, Application upgrade/Patching, Troubleshooting complex integrations.Microsoft:Microsoft Azure AD, Microsoft Teams, Microsoft 365, PowerShell, Azure Open Ai, SharePoint, Active Directory, Exchange, Mail.Other notable skills: Web Services, Authentication, Networking, Identity Management, Email, Web Services, SOAP, RestAPI, LDAP, SSO,Oauth, SAML.Web Technologies - XML, JSON, HTML, CSS, JavaScript.

Boca Raton, Florida, Us

My duties included:Performing regular systems and security monitoring and alerting.User Permissions and Administration.SSO and password management.File organization and management.System usage policies and procedures.Software installation, updates, and upkeep.Redundancies, rollovers, and recovery plans.Security.Maintaining documentation and SOPIncident detection and response remediation.Post-Incident reviews.Preparation and problem solving.Vendor Management.Set up hardware and software in optimal configurations to meet network performance requirements.Helped streamline repair processes and update procedures for support action consistency.Collaborated with vendors to locate replacement components and resolve advanced problems.Hardware repair, desktop support, and end user Support.

Soft skills ● Client Communications.● Expert articulation to non-technical clients.● Expert support in a timely manner.● Complex problem solver.● First Call Fix.As a Freelance Developer/Administrator my skillsetincludes:● Problem-Solving and Administration,● Networking,● Cloud,● Automation and Scripting.● Security and Monitoring.● Identity Access Management.● debugging Technical skills● Front End Development● html/JavaScript/CSS● website UX/UI● e-store setup● DNS/domain● Identity management● servers/vdi/virtualization● startup business plans for small businesses● Back End Development

Orlando, Florida, Us

Help Desk Technician and Customer Support:Tickets/ queries: phone, email, onsite, chat, or online.Troubleshoot on delivery, configuration, set up, maintenance of website and equipment.Support for non-technical users to utilize design software and other website functions. I increased the Commerce site over 300% of its original size by averaging 50 calls per shift signing up new customers at 95% closing rate. I did this by retrieving customer data, presenting relevant product information and customer retention. Training other staff on troubleshooting and diagnosing problems to prevent error in customer orders. Also, by gaining feedback from customers to improve training methods.Production Design:Stay up to date with relevant technology, equipment and systems for printing environments including: Direct to Garment printer, UV Coater, Laser cutter, Mailer equipment, and Xerox Press Printers. Printed 80-90 orders in 4-5 hours and shipping out before 2 pm each dayUtilized Adobe creative suite to ready artwork for offset printing purposes.Compared digital and physical customer files to identify and address discrepancies such as fonts, graphics or and layoutsAssessed customer files for missing information, including fonts and graphicsImproved quality processes for increased efficiency and effectivenessCalibrated instruments and scales in the production area and quality lab.

Norwalk, Connecticut, Us

Worked closely with business-to-business Partners to improve workflow Solutions through document processing, Professional Services, Hardware implementation, Software solutions.Working with C-levels to establish bottom down assessment for document management and software solutions.Managed customers' expectations of support and technology functionality in order to provide positive user experience.Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.Identified potential hardware/software sales and cross-selling opportunities in course of delivery of support services.Provided support to non-technical internal users personnel through desk side support services loaded software, granted permissions, configured hardware for new employees as part of on boarding process.Set up PC and Apple desktop and laptops with printers and presses.Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.Provide daily support to end user clients on variety of technology solutions, including but not limited to Desktop and Server systems, Firewalls, Networking and Software.Provided first touch for all inbound calls and/or emails for support issues. This may be working on issues directly, or creating tickets with enough detail for Xerox Team Member to start working technology issues Peer to Peer mentoring with other Xerox Team Members.Kept complete documentation in central repository of all pertinent client information, including, but not limited to: passwords, configurations and procedures, contracts, and any other details that would assist in support of clients.Provided vital input with multiple company's IT Teams meeting their budget and technology upgrade needs.

Microsoft Technology Training Partner.In this role duties included:Maintaining a working relationship pairing a portfolio of C-level clients, IT Directors, and End Users.Facilitating solutions for working technology issues and used Microsoft, Cisco, and man the other major software vendors to solve tough problems and help streamline company initiativesSpending time developing Project Management methodology and implementing it on every pre-sale solution.Through the phase of the projects facilitated the methodology to assist with driving the sales and increasing bottom line by up to 30%.Brought in over 1.7 million in revenue over time with the company.