Jonathan Pitcher Email & Phone Number

Newark, Nj, Us

Santa Clara, Ca, Us

• Full time employee at ServiceNow, Level 4 support External Support for ServiceNow Administrators from other large IT companies in resolving problems in their development that they were unable to resolve themselves.• Specialized in Customer Service Management, Service Catalog and Flow Designer as well as other experience with modules such as HR, Knowledge Management and SecOps.• Was the first person to identify and test unknown product defects in the ServiceNow platform when admins reported unusual behavior that affected all users of the ServiceNow platform. • Distinguished between Java layer defects which are not visible to ServiceNow admins or non ServiceNow employees. • Found root cause analysis of intermittent issues such as spontaneous record creation.• Worked with flow designer such as correcting flow logic, finding causes of flow context cancellations, skipping of approvals, extended transactions. Helped administrators redesign their workflows from scratch focusing on the desired outcome of the flow rather than individual parts. • Troubleshooted custom scripting Client Scripts, Business Rules, UI policies. Performed Stack traces to identify where scripts were failing and found OOB alternatives whenever possible.• Gained a deep understanding of the ServiceNow PaaS and all core functionalities while employing various diagnostics including SQL tools and Server logs to isolate the potential cause of the issue.• Worked with ServiceNow admins from around the world translating Spanish/Portuguese/French and navigated time zones in EMEA and IST.• Worked directly with dozens of support and application development teams at ServiceNow which requiring advanced teamwork skills and streamlined these processes.

Allentown, Pennsylvania, Us

• Used the ServiceNow help desk software to resolve and triage internal IT issues • Troubleshooted and Installed Printers remotely. • Provide first and second-level technical support to over 500 end-users, resolving issues related to hardware, software, and network connectivity.Utilize remote desktop tools to diagnose and fix issues, reducing the need for on-site visits and improving response times.• Resolved Mobile application, SAP and account issues for hundreds of applications• Manage and prioritize support ServiceNow tickets, ensuring timely resolution to meet SLAs.• Conduct user training sessions and create documentation for common issues and solutions.• Collaborate with the IT team to implement system upgrades, patches, and new software deployments.• Worked to solve technical issues in Spanish/Portuguese/French from over 10 countries

• Developed and implemented interactive lesson plans tailored to the needs of learners with limited English proficiency, focusing on immersive and engaging teaching methods.• Navigated cultural differences by fostering an inclusive classroom environment that respected and incorporated local customs and traditions.• Addressed communication challenges by employing visual aids, games, and technology to enhance understanding and engagement.• Conducted regular assessments to monitor student progress and adapt teaching strategies to meet individual needs.• Collaborated with local teachers and parents to create a cohesive learning plan, ensuring alignment with educational goals and cultural expectations.

Overland Park, Kansas, Us

• Provided advanced technical support for a wide range of mobile devices, including smartphones, tablets, and wearable technology, ensuring high customer satisfaction and efficient issue resolution.• Diagnosed and resolved complex hardware and software issues, leveraging comprehensive knowledge of Android, iOS, and various proprietary operating systems.• Utilized remote diagnostic tools and software to troubleshoot and resolve connectivity issues, software malfunctions, and hardware failures, minimizing the need for device replacements and reducing downtime.• Assisted customers with network-related issues, including signal problems, data connectivity, and account configurations, ensuring seamless user experiences and optimal device performance.• Conducted device setups, data migrations, and personalized configurations for new users, providing tailored solutions and enhancing user proficiency with new technology.

Bachelor'S Degree, Spanish Major, It Minor

Bachelor'S Degree, Language Interpretation And Translation

Education record