John Ping Email & Phone Number

Roseville, CA, US

West Sacramento, California, United States

West Sacramento, California, United States

Rancho Cordova, CA

Rocklin, CA

• ServiceNow Certified System Administrator
• Responsible for ongoing maintenance, bug fixes, and development for 1800 user environment.
• Developed integrations using applications and web services with multiple vendors and systems, including Atlassian JIRA, IBM, Verifone, and Sailpoint.
• Wrote and maintained test plans used for regression testing and training new team members.
• Ensured successful upgrades from Eureka, Fuji, Helsinki, and associated minor patches.
• Implemented ServiceNow for Gap Inc. using Call, Incident, Problem and Change modules.

Rocklin, CA

• Daily administration of 3,000 operator accounts.
• Trained 3 team members on Service Manager application administration.
• Tailored HP Service Manager to better suit business rules in Change, Incident and Service Desk modules.
• Received extensive training from HP – Asset Manager, Connect-It, Operations Orchestration, Service Manager (Essentials & Advanced), UCMDB.
• Implemented HP Service Manager for Gap Inc. on a Software-as-a-Service platform, in partnership with HP & Pepperweed Consulting.

• Responsible for the coordination of service recovery and assembling a team of technical support personnel as needed with the goal of avoiding or minimizing downtime to the production environment.
• Escalate and communicate business impacting problems to IT management in a timely manner.
• Work with their counterpart in the Supplier's production service delivery teams to ensure that all production service levels are met.
• Daily interface through regular meetings and reports for status, issues and escalations in production processing or engineering activities.
• Participate in problem determination and problem classification has having/not having critical business impact.
• As needed, the redirection of resources to handle immediate issues requiring production or engineering resources.

• Managed daily operations for a floor of 30+ analysts.
• Managed daily schedule to ensure optimal coverage for inbound calls & projects.
• Managed global issues and escalations from stores in an efficient, timely manner, including paging escalation contacts.
• Worked directly with other departments to resolve escalations & new issues - including Stores-2nd Level for in-store technology issues, IT Corporate Finance for FSA reporting issues, IT Pricing for customer impacting.
• Coached & developed analysts as a Team Lead through calls to the Team Lead Line, updating documentation, and authoring ongoing training.
• Created targeted training material to present information on Service Center & IBM call screening to new hire classes in an effective, efficient format.

• Managed daily operations for a floor of 30+ analysts.
• Managed daily schedule to ensure optimal coverage for inbound calls & projects.
• Managed global issues and escalations from stores in an efficient, timely manner, including paging escalation contacts.
• Worked directly with other departments to resolve escalations & new issues - including Stores-2nd Level for in-store technology issues, IT Corporate Finance for FSA reporting issues, IT Pricing for customer impacting.
• Coached & developed analysts as a Team Lead through calls to the Team Lead Line, updating documentation, and authoring ongoing training.
• Created targeted training material to present information on Service Center & IBM call screening to new hire classes in an effective, efficient format.

• Assisted in the opening of the first Drive Thru location in Roseville.
• Managed daily operations for 3-6 partner team.
• Trained newly hired partners to Starbucks standards and processes.
• Provided ongoing development for existing partners.
• Resolved short-term supply shortages by securing product from other stores & scheduling delivery.
• Primary point of contact for management at the store level.

• Provided quality customer service via phone, email & chat, including billing inquiries & escalations.
• Provided technical support for all EarthLink products via phone, email & chat. (Internet access via dial-up modem, DSL, cable, satellite & wireless; email services; webhosting.)
• Significantly raised the quality of EarthLink’s connection software through weekly conference calls with senior leadership and developers.
• Assisted transition to offshore resources by authoring quality assurance processes.