Becky Hoff Email and Phone Number

Handles all aspects of ServiceNow for 32 internal applications, consisting of 18 queues, across 4 products. Works with multiple teams to manage all incidents, requests for service, and problems including prioritization and assignment, analyzing reports and dashboards, ensuring Service Level Targets are met, updating information as needed, and coordinating post mortem meetings. Coordinates and manages team tasks, reviews meeting agendas, and ensures action items are assigned and documented. Writes knowledge articles for known errors for the ServiceNow knowledge base and creates and implements team standard operating processes. Builds team-specific requirements for applications to increase productivity of the Production Support team. Currently assisting in building the organizational product model for Production Support. o Analyze team workload for reoccurring tasks, builds processes to enhance, automate reoccurring tasks to increase team efficiency o Building out ServiceNow integrated JIRA Kanban boards to align production support teams with Agile methodologyo Coordinates multiple teams across production support to ensure all deliverables are met for disaster recovery testing, release readiness, infrastructure support, and ad-hoc special processingo Reports platform health, team accomplishments, and perfective improvements to upper management on a monthly basis using multiple decks, meetings, and dashboardso Ensures all application data is correct and is kept current within the Configuration Management Database (CMDB)

I'm a second-generation Real Estate Agent who combines my love for the industry with my passion for technology. I have a diverse background in residential property management, appraisal research, residential construction, and information technology. I was an active agent with Latter & Blum in Southern Louisiana, and used information technology to my client’s advantage while representing my buyers and sellers on a day-to-day basis.

Managed contracts and warranties. Provided hardware customer support and product management support for all products and services offered by AT&T, including having a strong knowledge base of all products, pricing plans, promotions, and service features. Responsible for customer contracts and warranties. Provided efficient, courteous customer service, and assisted in all aspects of product offerings and services to ensure an extraordinary customer experience.

High-volume customer service position within a manufacturing organization. Involved product management, product education, imprint and application analysis, custom product development, and quotation follow-up. Trade show participation and all aspects of inside sales, including customer relationships.

Responsibilities included insurance verifications, obtaining T19 prior authorizations and supporting documentation, and notifying patients of eligibility. Troubleshooting with clients over the phone, scheduling service, routing and supervising three service technicians, and delegating work out to an administrative assistant. Experienced with ICD9 and equipment coding.

Professional services team member that delivered web and voice response consulting services including application analysis and design, installation, and implementation. Clients included Wells Fargo, Invesco, UMB, Fleet, Charles Schwab among many other Fortune 100 and 500 companies.