Led the development and delivery of comprehensive ServiceNow training programs, significantly improving useradoption and operational efficiency.• Collaborated with IT and business units to tailor training content, ensuring relevance and applicability across diverseroles and functions.• Innovated virtual training techniques, enhancing the learning experience for remote teams and ensuring consistentknowledge dissemination.

• Assisting the team in its mission to source, develop, execute, and manage strategies utilizing ServiceNow• Provide support for Executive level presentation materials highlighting actionable recommendations• Participate in due diligence on strategic initiatives and potential partnerships• Build relationships with stakeholders and subject matter experts across functions and business units• Other duties and responsibilities as assigned• Understand our Operating Principles; assist to formulate guidelines for workgroup experiences

• Applying a structured methodology and lead change management activities• Support communication & training efforts• Assess the change impact• Manage stakeholders & change portfolio• Light coding/SQL DB analysis• Continuation of Customer Support Specialist III duties• Diagnose and provide root cause analysis for deliverability issues, application, hardware, network, and O/S issues• Evaluate and analyze systems and metrics in order to provide recommendations for service improvements• Coordinate the design, implementation, operation, and maintenance of email system and network• Perform in-depth analysis and detailed reporting on SLA performance, operating system and major application software patch assessment and security vulnerability analysis• Analyze, audit, define, update and implement service policies and procedures to safeguard critical systems, information and data• Assist in development of processes to maintain business continuity and recovery standards for endpoint systems and networks

• Applying a structured methodology and lead change management activities• Support communication & training efforts• Assess the change impact• Manage stakeholders & change portfolio• Light coding/SQL DB analysis• Continuation of Customer Support Specialist III duties• Diagnose and provide root cause analysis for deliverability issues, application, hardware, network, and O/S issues• Evaluate and analyze systems and metrics in order to provide recommendations for service improvements• Coordinate the design, implementation, operation, and maintenance of email system and network• Perform in-depth analysis and detailed reporting on SLA performance, operating system and major application software patch assessment and security vulnerability analysis• Analyze, audit, define, update and implement service policies and procedures to safeguard critical systems, information and data• Assist in development of processes to maintain business continuity and recovery standards for endpoint systems and networks

-Verizon FiOS Sales

-Created or updated existing tickets for any technical issue that the customer is experiencing-Analyzed and troubleshoot basic network protocols-Supported Windows 7 and Windows XP operating systems-Support MS Office-Engaged Chat support with customer-Supported international users-Answered phones in a professional and friendly manner-Contacted other technicians on known and new technical issues-Create & update critical outages while corroborating with support personnel-Dispatch and/or transfer customers to Tier 2 support if the resolution requires-Troubleshoot account access issues (i.e. Active directory, RSA Securid)

-Carefully walked with customer when troubleshooting, installing, and configuring computer hardware-Supported Windows XP, Windows Vista, and Windows 7 based systems-Followed up with my customers for resolution confirmation and any further technical issues-Troubleshoot with the certified onsite hardware technician for any unresolved issues-Dispatch replacement computer hardware for failing hardware-Provided limited 3rd party software support (i.e. printer software, ISP software)

Started as a Shipping & Receiving Personnel before assisting in a growing role with IT performing maintenance and upkeep on laptops, desktops, and servers.