Follow implementation standards and technical best practices. Provide expertise on technical questions, related to the ServiceNow platform. Understand the business needs and the need to standardize processes. Work with customers to implement the ServiceNow platform and different applications related to the need of the customer. • Experience with ITSM, WSD, CSM, SIR, and Virtual Agent• Assist in preparing all client-facing and internal deliverables that are technology-related• Engage with customers’ requests related to the needs of the engagement/project• Learn and demonstrate the product, both standard and tailored to customer needs• Responsible for understanding business and technical problems addressed by the customer and evolving products and business needs.• Designing programs and processes that support automation, including documenting process flows, roles and responsibilities, inputs and outputs, and metrics/scoring.• Deliver projects and lead clients in strategic planning, program development, process transformation, technology enablement, analytics, and decision support.

Responsible for troubleshooting client’s desktop and mobility issues (IBM/Dell laptops, IBM/Dell Desktops Brother printer configurations wireless and wired, new workstation setup and configurations, iPads and iPhones)▪ Provide on-site and Webex Application software training at a local and regional level ▪ Project management and deployment of new enhancement and application rollouts ▪ On site division evaluation of network utilization and disaster recovery for site network outages▪ Point of contact for Regional Leaders to the corporate office with any IT related issues in their regions▪ Monthly meetings with Regional Leaders and Division Managers to provide updates on the overall IT heath of their region and divisions.▪ Update all divisions on any and all IT outages that will affect their business▪ Escalation point for divisions for new software installations that are not supported by our IT department, but are needed for the functioning of the local business ▪ Assist IT in performing critical updates that affect the business and helping to locate testers in the divisions to make sure operations are working properly ▪ Provide after hours and weekend support for critical IT outages and updates▪ Attend weekly Regional phone calls with managers and Regional Leader to discuss topline/bottom-line progress of their divisions.▪ Assist Division Managers in eliminating waste at the division level by evaluating IT tickets and isolating areas that need improvement. ▪ Create training documents and videos for divisions to train their employees at the local level and provide group trainings monthly for new hires.

Responsible for trouble-shooting clients desktop and mobility issues (IBM/Dell laptops, IBM/Dell Desktops, Barcodes Scanners, TMD-truck mounting devices, BlackBerry’s, Iphone's and Ipad's and new work station setup and configurations)▪ Maintain updates for anti-virus software (installation and constant updating of virus protection programs, Symantec, SpyBot) ▪ Assist clients with software installation, file and data transfers, VNC shadowing, and resetting of passwords (use of Active Directory for password resets, Installation software such as: Office 2003-2010, and various contractors software, Adobe suites)▪ Remove outdated databases from barcode scanners ( utilizing SQL statements)▪ Monitor and reset transferred truck GPS devices▪ Installation of network printers ( setting up and installing printer drives on company PC, reserving IP address for company printers)▪ Utilized ticketing system ( Footprints) to monitor and track calls and follow progress of workload and escalation of problems.Assist with implantation of Ipad and Iphone deployment in various location in the United States, traveling to different states to train and setup Apple ID's, email and other Apps on the Idevices.