Dedicated professional focused on optimizing IT service delivery processes by translating business requirements into effective technical solutions. Committed to implementing ITIL best practices to enhance customer satisfaction. Experienced in coordinating projects and driving improvements in service management.• Administrative support of Service Management platforms such as ServiceNow, Happy Signals and CXone with a focus on the customer experience.• Change agent within the organization to lead transformation of our service delivery processes. • Provide process consultation services for business partners including use of the service management platform to achieve business goals and drive process improvements. • Coordinate key project implementation for Service Management teams, including requirements gathering, scoping, and ensuring projects are delivered on time.• Maintain up-to-date documentation on IT service delivery processes and procedures.• Provide governance to Service Management processes.• Compile data, generate reports and create tools to allow better monitoring of the overall department performance as well as individual performance through scorecard reporting.

● ServiceNow Administration and Development - Catalog Item Creation - Client/Catalog Scripting - User Management (Roles, Groups, and User criteria) - ACL modification/creation - Widget modification and creation (Jelly Script) - Self Service Portal - ITIL (Problem and Incident) - Asset - Report creation (Dashboards, Responsive Dashboards and Scheduled Reports) - Business Rule modification/creation - Table Creation - Data Import and Transform Maps - Email Notifications (Inbound Actions scripting and mail scripting)● Bomgar Administration - Client and user maintenance - Server and client upgrade● FIve9 Administration - VoIP IVR creation - Campaign creation - User/Skill maintenance - Troubleshooting client and configuration issues

● Store-level telecommunication equipment support for over 4,000 stores and 200 district offices ● Experience with time critical acquisitions of pharmacies projects. Analyzing a location to find necessary needs for a success acquisitions, examples would be new line installs and equipment upgrades. Requiring a tight schedule and ability to engineer solutions on your own. ● Expertise with managing large databases of telephone lines by keeping information current, while finding cost saving opportunities. ● Headed multiple projects as project lead, guiding the team and tracking accurate reports of progress ● Created multiple tools in Access and VBA to assist analyst with everyday job operations

● Store-level technical support for over 4,000 stores● Administration of Windows 2000/2008 and Unix based servers located at every store. Stores also containing clients based on Windows XP embedded and robotics running off of Windows NT● Well versed in telephone techniques to supply support to store personal, field technician, and vendor technicians. Ability to provide customer service to vast array of skill levels● Worked with a team to implement software updates to the chain, while fully documenting progress of team ● Completed project with different departments and team members creating guidelines and procedures for team to follow ● Designed curriculum on company specific equipment and taught multiple classes both self-created and provided material ● Worked on a project with vendor technicians and network department to upgrade network equipment to utilize wire line connection in combination with existing satellite connection to create a hybrid network. Created classes and PDRs based on this knowledge. ● Experience with working with wiring vendors used for internal issues Rite Aid Stores

● Updated current systems and found hardware solutions based on required needs of the company ● Stripped down old hardware to build and maintain repair parts stock ● Administrated and supported systems remotely for technical issues for both Windows and Mac ● Created images for systems and imaged hard drives for recoveries ● Reconfigured and wired location to upgrade network (Terminating CAT5 cabling and Jacks) ● Created Server for management of time clock systems, file server, and Video Surveillance System ● Consulted Director on equipment upgrades and suggested hardware changes