Proficiently diagnosed and resolved operational and technical issues with Point of Sale (POS) hardware, software, and other PAR products.Utilized service management systems to efficiently log, track, and resolve service incidents, ensuring accurate documentation of incident data.Actively contributed to the Knowledge-Centered Service (KCS) knowledge management system by documenting solutions and best practices, fostering continuous improvement.Adhered to ISO 9000 standards and departmental protocols, following published escalation and workflow procedures for effective problem resolution.Demonstrated commitment to customer satisfaction by providing prompt and effective solutions, building strong relationships through genuine concern and ownership of customer issues.Proficiently performed customer service administrative tasks, including processing part requests and maintaining customer databases.Collaborated effectively in a team environment, participating in continuous improvement initiatives and skill development activities.Exercised sound judgment and analytical skills in identifying root causes and implementing appropriate solutions to meet customer needs.Communicated technical information clearly and professionally with internal and external stakeholders, including PAR and third-party service management and field engineers.

Executed incident management within ServiceNow, achieving a 95% resolution rate, surpassing established SLAs for the IT Help Desk.Collaborated cross-functionally to implement ServiceNow problem management, resulting in a 20% reduction in average ticket resolution time.Successfully implemented ServiceNow Knowledge Management, leading to a 15% decrease in recurring incidents and optimizing IT support processes.Maintained a robust ServiceNow CMDB, contributing to a 25% improvement in first-call resolution rates for IT Help Desk tickets.Conducted ServiceNow end-user training sessions, enhancing staff proficiency and reducing ticket volumes by 18%.Applied data analytics within the ServiceNow platform to identify trends and patterns, enabling proactive issue resolution and reducing overall ticket volume by 10%.