Manage SDE ticketing system for 400 people with on average 800 incidents and work orders opened a monthCreate asset management procedure for both hardware and softwareWork with help desk staff to resolve issues with hardware and softwareKeep the company within the software compliance policies from the vendorGenerate all reports for asset management system for senior managementPart of two version upgrades of SDE and documenting issues for the change management processLiaison to the Legal department and Consultant while migration took place to SDEWork with Change Management group to customize SDE to better report information about the changesAssist auditors with information from SDE for audit items to keep within ITIL methodologyWork directly with BMC support to resolve bugs found in the software and issues that would ariseTroubleshoot and resolve problems for the all user groups of SDE systemAnswer help desk phone calls and assist users with level I and II issues