Troubleshoot ans analyze problems.Define problems, collect data, establish facts and set priorities.Extract data from ServiceNow and manipulate for dashboard, scorecard for presentation to higher level management.Gather and document requirements for automated delivery.Write technical documents for cross functional teams.Define gap analysis and create process documents to streamline tasks and duties.

I Worked as part of a team for first point of contact (phone, chat, email) for all Maritz employees to address issues as well as requests.Used ServiceNow to document all incidents and escalate issues to 2nd and 3rd tier as needed. Used reports within ServiceNow to trend common issues and work with Infrastructure teams to determine root cause. Document root cause, implement fixes and create Knowledge Base articles based on findings.Maintained an average of 89% or above for first call resolution.Responsible for creating, updating, and maintaining Help Desk Knowledge Base share point website. Quality Controlled content for current information. Created technical documentation for Help Desk personnel as well as end users.Responsible for all procurement and deployment of cell phone, smartphone, data hotspots and pagers.Created end user documentation to provision Android and Apple products ActiveSync/Exchange.Worked with several mobile phone carriers on negotiating the contracts of services provided.Initiated and led meetings with end users and cross functional teams to analyze gaps in the mobile phone requests & processes in the Service Catalog. Documented gaps and re-engineered requests consolidating 7 requests down to one which resulted in 10-15 time savings per request as well as enhancing end user satisfaction and ease of use. Documented new process, work flows and end user training.

Responsible for intake of all customer walk-in service, initial diagnosis of issues, and estimate time to return. Developed incident tracking system in Spiceworks to include custom fields for client needs. Developed process for auto-open incidents. Customized Incident Management system to update customers via email based on requirements. Developed reporting for monthly client billing.Analyzed and documented client requirements for Windows Server 2003 to Windows Server 2008 migration. Created timeline along with task lists for each team as well as Stakeholders to ensure fluid communication between technical staff, management, and end users. Developed “Quick Start” documentation for end users to ensure smooth transition as each user was migrated. Documented all new equipment installed with serial numbers, IP Address information, and technical support for a one stop shop reference guide for the customer as a finished product.Installed and configured Spiceworks as a network monitoring tool.Installed and configured several multi-function printers to support secure print and scan to email.Set up software deployments via GPOSet up GPO to lock down Touch Screen Kiosk’s for use in dispensing medicationsDeployed Windows XP virtual environments for applications that could not run in Windows 7 64-bit OSSupported a wide range of applications including.o Grade Quicko MDI Achieve, MDI GL, EMAR Offlineo Home Freeo BarComo FundWareo JungleDisko Floristware

Conducted workshops for requirements gathering and assessment of current processes to produce design documents after the gap analysis. Reengineered processes to eliminate gaps and streamline workflow.Assisted customers with business process reviews and system implementation plans. Translated products and technical information for all levels of the customer team. Documented existing service requests, processes, and work flows for several teams. Analyzed bottle necks and trouble points producing a document for team use in improving processes. The teams realized time savings and these efforts provided HP Service Manager Developers with technical documentation to create service requests.Developed and executed test case scenarios at a base level for control as well as test cases for specialized functionality.Worked closely with testers to document bugs, errors and missing functionality. Documented and analyzed issues to discover root cause and re-implement fixes.Data Management including cleaning, extracting, and migration from legacy systems. Created field mappings for data migration and reporting purposes. Created Data Flow Diagrams (DFD's) mapping data sources into and out of the HP Service Manager system.Created and maintained timelines for several project enhancements patch releases, and implementations.Created technical documentation of all enhancements and changes as requested by the governance team. Compiled data migration from existing tools and multiple sources. Created integration for the Network Operations Center (NOC) as a result of a need to open incidents via web services in HP Service Manager. Developed WSDL for integration along with a unique account to allow for custom integration. The NOC now has the ability to utilize one tool to create, update and close incidents resulting in significant time savings.

Administered the HEAT (ticket tracking) system used by IT operations, help desk and end users for service requests.Generated reports using Crystal Reports, including help desk statistics (mean time to repair, ticket totals per assignment group)Created user templates to increase the ease, efficiency and accuracy of the data entered.Created user accounts, deleted terminated users and generated system maintenance reports for use by management.Responded to trouble tickets when the HEAT system malfunctioned.Conducted workshops for requirements gathering and assessment of current processes to produce design documents after the gap analysis. Reengineered processes to eliminate gaps and streamline workflow.Assisted customers with business process reviews and system implementation plans. Translated products and technical information for all levels of the customer team. Created and maintained timelines for several project enhancements patch releases, and implementations.Developed and executed test case scenarios at a base level for control as well as test cases for specialized functionality.

Served as primary point of contact (telephone and email) for end users experiencing technical difficulties. Applied detailed analysis and troubleshooting to define root cause and develop solutions. Worked with users to ensure timely implementation and restoration of normal service.Responded 24/7 in an on-call rotation to a large volume of service calls.Assessed user skill level and customized approach to their needs. Applied interpersonal skills to diffuse user frustration and enhance customer satisfaction.Exceeded all standards for call volume and ticket resolution.

Responsible for a high volume of airline ticket generation, adhering to airline contracts and quality standards. Worked with Travel Agents to resolve issues related to ticketing deadlines.

Responded to customer calls for travel reservations, including air, hotel, cruise and land excursions, customizing services based upon needs. Ensured customer service excellence at all times.Received a Peak Performer award for customer service quality with a key Maritz client.