• Coordinate and facilitate user interviews and workshops to gather and analyze requirements.• Develop crucial functional requirement specifications, creating detailed use cases, process flow diagrams and mock-ups to support functional specifications.• Create user stories to assist with the development of custom applications on the ServiceNow platform.• Guide the development teams to break down large and complex user stories into simplified versions for execution.• Create test cases to cover User Acceptance Testing (UAT) functionality from Application Mock-ups, Business Requirements and Function Specifications documents, to ensure undisputed acceptance and validation of stories.• Function as the bridge between functional business units and development team.

• Owned and governed the Change Management process, consulting with change practitioners and deployment teams, resulting in consistent change tickets and change approvals.• Introduced Change Implementation Readiness process to change practitioners, offering coaching and mentoring, resulting in consistent practices.• Conducted change control ticket review, resulting in timely correspondence with change requestors for needed amendments and more efficient time management during Change Advisory Board (CAB) meetings.• Coordinated and conducted meetings with Emergency Change Advisory Board (ECAB) to discuss change tickets meeting emergency criteria.• Performed Post Implementation Review (PIR) process on changes flagged per company policy, resulting in correct change control closures and documentation.• Worked with Change Owner(s) and Technology Command Center (TCC) to validate feasibility of previously approved window, identified impacts to Services and dependent components (CMDB), pre-existing Incidents at time of approved window, and potential new conflicts. • Collaborated with the TCC and Incident Management (IM) teams in assisting change practitioners, during implementation, with resource engagement and process based inquiries.• Utilized ServiceNow, in conjunction with other internal tools, for all tasks associated with the role. Created and maintained procedure and process documentation specific to Change Management role. • Participated in on-shift training and mentoring for colleagues and new hires.

• Provided technical product support for the complete Dell Compellent SAN environment.• Performed analysis on system performance reports and system logs to provide solution recommendations.• Troubleshot SAN Switches (Brocade).• Troubleshot storage issues using VMware VSphere Client, SecureCRT, and Putty.• Worked in a collaborative environment with multiple teams to investigate and resolve technical issues.• Knowledge on different Operating Systems like, Windows, Linux, and VMware and basic analysis of system logs.• Utilized MS CRM for ticket creation and documentation.• Participated in team building efforts through mentoring and knowledge sharing methods.

• Successfully facilitated online classroom learning using the Moodle platform.• Developed clear and effective instructional materials pertaining to the Caribbean Secondary Education Council (CSEC) Information Technology syllabus.

• Scoring standardized tests• Question and rubric evaluation for future standardized tests

• Provided initial contact with customers, for product check-in and services.• Performed basic testing to determine product needs and service solutions.• Facilitated in-store sales, upgrades, installations and services.• Installed and configured software.• Troubleshot software and hardware issues.• Contributed to training and onboarding efforts for new team members.

• Facilitate in-store sales of products and services• Offer over the phone support to new and established clients• Perform basic testing to determine service solutions• Install and configure software• Offer customer service for existing work orders, product and services• Inventory management – ordering, receiving, and distributing