🔹 Workflow Subject Matter Expert: I take ownership of complex workflows within our cloud-based automation platform, ServiceNow. By maintaining and enhancing existing workflows and forms, as well as creating new ones, I contribute to seamless and efficient IT service delivery.🔹 Bridging the Gap: Acting as a liaison between IT teams and business stakeholders, I ensure effective communication and alignment of IT services with overarching organizational goals. My collaborative approach enables me to translate business requirements into actionable IT service strategies.🔹 Process Optimization: Through close collaboration with cross-functional teams, I analyze business requirements and proactively identify service gaps and bottlenecks. By implementing strategic initiatives, I optimize IT service delivery processes, resulting in improved customer satisfaction.🔹 ServiceNow Development: A key aspect of my role involves actively contributing to ServiceNow development. Utilizing my expertise, I create and contribute update sets from the sandbox environment, effectively assisting in restricting backlog growth.🔹 Project Management: I have successfully owned and released several large projects, including INC and SRM Surveys, Customer Escalation for Incidents, and various technical workflow improvements/creations, further demonstrating my leadership and project management capabilities.🔹 Continuous Learning: Driven by a passion for growth and excellence, I continually acquire new technical certifications through on-the-job learning, staying ahead in the dynamic IT landscape.

🔹 Project Leadership: I successfully led or played a major role in multiple key projects during my tenure, including the Ricoh Printer Migration, MPS to WestRock Active Directory Migration, COVID Work from Home Response, and emergency response to a ransomware attack. Through strategic collaboration and diligent teamwork, these projects achieved remarkable outcomes, enhancing operational efficiency and resilience.🔹 Ricoh Printer Migration: As a key accomplishment, I orchestrated the seamless transition from over 100 aging HP printers to 80 new Ricoh leases at WestRock's Lansing facility. The migration resulted in significant cost savings of approximately $21,000 per year and an 80% reduction in printer-related incidents within the first year.🔹 Customer-Centric Support: Prioritizing customer satisfaction, I provided prompt and effective IT support through ServiceNow, consistently exceeding Service Level Agreement (SLA) expectations.🔹 White Glove Service and Travel: My dedication to delivering a superior IT experience extended beyond the Lansing site. I provided white glove service to multiple WestRock locations across the US, Canada, and Mexico, ensuring smooth IT operations and fostering strong relationships with stakeholders.🔹 Knowledge Sharing and Education: I actively contributed to WestRock's knowledge base by creating work instructions, process sheets, and articles that streamlined IT onboarding and troubleshooting processes. Educating end-users and managers on new IT features and policies further showcased my commitment to knowledge sharing.🔹 Team Development: As an IT Field Service Lead, I played a pivotal role in onboarding and mentoring new technicians, contributing to the growth and effectiveness of the team.

🔹 Efficient Order Management: I expertly handled customer orders from diverse sources, including email, snail mail, fax, and phone, accurately entering the data into relevant local or cloud-based systems.🔹 Data Analysis: I conducted rigorous data analysis to ensure the integrity and accuracy of order information, contributing to smooth operations and customer satisfaction.🔹 Advanced Excel Skills: Leveraging my proficiency in Microsoft Excel, I efficiently sorted and manipulated data, streamlining processes and enhancing overall efficiency.🔹 Training and Documentation: Beyond my primary responsibilities, I took the initiative to train fellow teammates and created valuable work instructions, process sheets, and data sheets. These resources have continued to support colleagues and new hires, contributing to the ongoing success of the team.My time as an Order Entry Operator at WestRock laid the foundation for my subsequent role as an IT Field Service Lead, where I continued to provide exceptional support and make significant contributions to the organization.

Temporary position through Westaff (11/07/2016 - 01/31-2017)As a Data Services Assistant at Michigan Health and Hospital Association, I played a vital role in transferring data to a new system using Microsoft Excel and learning beginner-level SQL for data querying. Additionally, I supported various projects, including document editing and creating an Excel tool to track member encounters.

ResponsibilitiesPerform administrative and office support activities for multiple supervisors. Duties include fielding telephone calls, receiving and directing visitors, word processing, creating spreadsheets and presentations, and filing.Skills UsedExtensive use of various software:Smart Office to manage client information, scan documents, record activities, record/schedule appointmentsMicrosoft Outlook to send and receive emails, schedule appointments, and locate or create contact informationSalesforce to manage and track sales from start to finishMicrosoft Excel to produce spreadsheets and chartsMicrosoft Word to create various documentsOther duties included answering and screening calls as well as making them as needed, receiving and distributing mail and packages, scanning and copying documents, filing documents, sending packages or mail to various destinations, ordering and managing inventory for office supplies, and calling for technology, office, or building based maintenance and repair.

The creation of Individual Part Process Sheets, Machine Work Instructions, Tooling Parameter Data Tables, and other documents to provide a streamlined link between the Engineering and Production divisions of the company.Completing these documents requires extreme attention to detail, a basic understanding of Engineering coupled with highly accurate research, detailed data management, and streamlined desktop publishing.Team collaboration, problem solving, trial and error, active listening, presentation of ideas and thoughts, and hands on exposure to the engineering and shop processes are the building blocks to the successful completion of my daily work.

Provided exceptional customer service • Provided expert service when opening banking products • Have surpassed monthly sales goals with ease • Provided exceptional sales skills to place customers in accounts and services appropriate for them • Perform extensive data entry focused on attention to detail and accuracy • Utilized my personal financial skills to assist customers with their day-to-day, week-to-week, month-to-month, etcetera spending and budgeting habits• Created lasting relationships with clientele, thus leading to high customer returns

• Processed customer transactions • Suggested and sold financial products and services based on customer needs• Completed management internship thus learning more than the average teller • Completely controlled main cash vault, including ordering and shipping cash every week • Managed Smart ATM once weekly though means of refilling and balancing the machine • Ordered goods, such as office supplies, on a weekly basis based on inventory

My position consisted of ensuring that employees are on task, answering phones, helping customers at the register, running the register, making orders, packing orders, counting cash in the morning and at close, doing cash drops/deposits throughout the day, opening and closing store, handling customer complaints, and counting inventory.

At Sears I stocked shelves, assisted customers, relieved cashiers at the registers when needed, organized and categorized stock in the stockroom.