Clarifying customer requirements; probe for understanding, using decision-support tools and resources to resolve customer issues that are non-standard/unstructured and which require some clarification or conceptual thinking. Maintaining broad knowledge of client products and/or services. Resolved 90% of technical issues on first contact by utilizing troubleshooting techniques,minimizing the need for escalations.

Proven expertise in the ServiceNow platform and products, acquired through a 10-weekinteractive reskilling program that included instructor-led and on-demand coursework,case studies, and hands-on projects. Gained experience and knowledge in exploring the User Interface, CMDB, ServiceCatalog, UI Policies, UI Actions and Business Rules, Flow Designer, JavaScript, AppEngine Studio, Import Sets, Update Sets, Knowledge base, VTBs, and much more. Developed an HR onboarding application to minimize the time and burden of HR team toonboard new Employees from Different locations and requirements by utilizingServiceNow Tools such as App Engine Studio, Record Producer, Flow Designer, ServiceCatalog, Service Portal and Dashboard.

*Accurately conducted Bookkeeping and accounts payable duties, including GST/HST reportingand Corporation Taxes using QuickBooks, CaseWare & advanced excel functions. *Facilitated training for nearly 10 newly hired staff members quarterly and provided ongoing supportduring the seasonal peaks, resulting in a 30% improvement in team efficiency. *Effectively Delegated tasks to team members using time management, prioritization and schedulingtechniques, ensuring the completion of daily assignments and providing real-time chat support toassist new associates leading to 25% increase in task completion rate.* Maintained a 24-hour email response turnaround time, enhancing client communication andsatisfaction and prepared detailed billing invoices and financial statements using QuickBooks.