Certified ServiceNow Systems AdministratorRan successful implementation of ServiceNow CRM platform for Customer Support Center. Served as Product Owner for CRM ServiceNowManaged and administered CMDB, Change Management, API integrations.Developed customized workflows, business rules, and client scripts.Implemented and customized multiple portals, featuring branded, custom tables, and catalog requests.Implemented custom agent workspace experience for increased agent efficienciesMet all project deadlines, while focusing on development and requirements for future projects and platform maturation.Leveraged ITIL knowledge and ITSM experience to incorporate platform with ITSM functions and best practice.

Administer Footprints 11 and 12

Spearhead budgeting and strategic planning for tech departmentSupport, design, maintain and monitor all internal networks, firewall and anti-virus softwareSupport Polycom video conferencing system, VoIP telephone system, wireless projectors and network printersImplement and manage all systems, applications, security, network configurations, virtualization (VMware) and backup systemsResolve network performance issues and establish a disaster recovery planRecommend upgrades, patches, new applications and equipmentInstall, test, monitor, upgrade, troubleshoot and repair computer systems, networks and peripheralsManage user account information, including rights, security and systems groups Work with corporate IT in Germany to facilitate setting up accounts with Citrix, Intex, Exchange and EDISupport shipping department with UPS and FedEx installation, configuration and useProvide timely delivery of quality technical support to internal and external usersAssess new products or services and suggest enhancements to senior management. Provide technical support and guidance to usersPossess extensive knowledge and professional discretion to achieve company goalsPlanning, organization, management of the assessment of IT and electronic data operationsDesign, development, introduction and coordination of systems, guidelines and proceduresIdentification of problem areas and timely introduction of strategic solutionsExamination of systems and assessment of the resultsTesting systems and evaluating results

Administrates Microsoft Server 2012 R2/Active Directory/DNS/DHCPAdministrates VMWare VSphere and Horizon ViewAdministrates Cisco/Meraki networking infrastructureRegularly updates/patches servers, end user workstations, and softwareMonitor and maintain security of all systems and network infrastructureMonitor, maintain, and test all system backups and disaster recovery proceduresMaintain accurate documentation of changes in Active Directory, Backup Selections, User Security

Responsible for tier 1 and 2 end-user support; incident and request intake, documentation, and resolution. Role configuration, Office 365 and Active Directory Administration, Process, Asset and Change Management, Software Deployment via SCCM, Updated, Developed, and presented training documentation to hospital staff members for following Consistently exceeded first call resolution goals, top performer on customer satisfaction surveys

Served as a navigator at the UK Healthcare information desks. Assist with wayfinding, patient throughput, maintaining a safe environment, and communication between staff and guests.

Directed all activities associated with Call Center operations, including developing and implementing policies and procedures on systems.Established performance and service standards while ensuring productivity meets established service and quality standardsProvide Customer Support in situations where escalation was necessary.Responsible for front office operations including: Hiring, Coaching, Payroll Processing

Supervised daily use of multiple programs on a variety of platforms.Gathered and utilized statistics for departmental use.Trained and supervised employees on use of software, hardware, and job expectations.Performed software and hardware installs, deployment, and functionality testing.Provided Tier 1 and 2 supportAided in routine asset management, inventory, and data entry

Oversee front-office operations and provide extraordinary and personable customer service.Troubleshoot and assist partrons in software utilization.Provide 1st tier front line user support, troubleshooting, and documentation and escalation as needed