Knowledge Analyst/Technical Writer:Create and managed knowledge bases within ServiceNow (SN).Write Stories in SN to make continuous improvements to knowledge for NASA employees and customers.Participate in SCRUM team meetings to work towards developing the best SN environment for knowledge. Develop documentation to ensure all processes/procedures are in terms with NASA compliance, and IT Standards within ServiceNow.Create and update internal guides and work instructions to meet the technical requirements of NASA contract terms, conditions, and specifications.Research new information, and work with internal and external Points of Contacts (POC), building good relationships to ensure accuracy of knowledge articles.Assist in the process of determining the most efficient solutions, to help streamline Knowledge Management. Use initiative, in researching new processes to help maintain, and improve existing knowledge base instructions, processes, and technical information.

Knowledge Analyst/Technical Writer:Develop documentation to ensure all processes/procedures are in terms with NASA compliance, and IT Standards within ServiceNow.Create and update internal guides and work instructions to meet the technical requirements of NASA contract terms, conditions, and specifications.Research new information, and work with internal and external Points of Contacts (POC) to ensure accuracy of knowledge articles.Assist in the process of determining the most efficient solutions, to help streamline Knowledge Management. Perform assigned tasks efficiently, and independently.Use initiative, in researching new processes to help maintain, and improve existing knowledge base instructions, processes, and technical information.Able to work in a dynamic fast paced environment either independently and/or with NASA leadership, and other POC’s.Communicate effectively and maintain positive working relationships.Process and categorize information and data.Customer Assistant -3:Provide senior level IT customer assistance and problem resolution to a wide variety of customers across IT service areas in a multi-customer contact center environment.Respond to customer calls, e-mail and web inquiries, providing a single point of contact for reporting problems, making inquiries and obtaining guidance about any and all services provided by the Enterprise Service Desk.Apply knowledge in the IT support functional area, analyze inquiries and augment knowledge with reference materials as needed.Provide responses and take appropriate action to resolve customer inquiries. Interact with customers and escalate issues to a higher level if required.Contribute to a knowledge database.Coaching new hires in the ESD processes with the ticketing system, following NASA policies, and assisting them on calls. Tracking return tickets that require further work, investigation, and sometimes educating agents on the correct course of action.

Provide senior level IT customer assistance and problem resolution to a wide variety of customers across IT service areas in a multi-customer contact center environment.Respond to customer calls, e-mail and web inquiries, providing a single point of contact for reporting problems, making inquiries and obtaining guidance about any and all services provided by the Enterprise Service Desk.Apply knowledge in the IT support functional area, analyze inquiries and augment knowledge with reference materials as needed.Provide responses and take appropriate action to resolve customer inquiries. Interact with customers and escalate issues to a higher level if required.Contribute to a knowledge database.Coaching new hires in the ESD processes with the ticketing system, following NASA policies, and assisting them on calls.

Provided PC support for the schools, using a helpdesk ticket system.Setup workstations.Troubleshot network, hardware, and software issues.Imaged (ghosted) new machines.Setup workstations for the teachers and students.Instructed teachers on use of new software and new hardware.Maintained network printers.Installed Interwrite boards, Mobi boards, Mimio’s, scanners, and printers.Setup N-computing stations in classrooms.Assisted in training new computer technicians. Priced new equipment and RMA broken equipment.

Provided PC support for 12 medical clinics with 150 workstations, 25 printers, and 15 label writers.Troubleshot and repaired LAN/WAN, pc's, network and local printers.Provided PC support for wireless, VOIP, Cisco switches, routers, and phones.Maintained user Active Directory accounts, and tape backups.Assisted users with programs, including EMR (Electronic Medical Records), Windows XP, Microsoft Office 2003-2007, and Healthport (formerly known as Companion PM).Installed and configured Windows XP, Windows 2000, Windows 98, Microsoft Office 2003-2007.Made patch cables CAT5, installed Ethernet cables, and phone cables.