Malecia Campbell Email & Phone Number

Having recently completed ServiceNows Certified System Administrator path, I am in the market for a role that allows further elaboration on topics included within the course which will bolster my current studies for the ServiceNow CSA Certification exam. Familiar with Incident Management and CMBD configuration as well as Service Desk within ServiceNow due to previous contract roles as a Customer Support Technician and Incident Analyst.Detail-oriented and analytical with extensive experience in administrative roles, customer service, and technical support. Adept at reviewing and analyzing complex data, managing multiple priorities, and ensuring compliance with company policies. Strong background in IT service management and process improvement, with excellent communication and problem-solving skills.

• Communicated via email and phone with various properties to resolve a host of technical, logistical, and personal complaints regarding the property onboarding process• Handled the onboarding and logistics for over 50 properties by utilizing Microsoft Excel to track, update, and analyze data, cutting down administrative time by 25%• Conducted regular quality control checks on entered Excel spreadsheet data, leading to a 19% improvement in data accuracy• Collaborated with team members through Microsoft Teams, email, and VOIP to reduce response time by 22%• Audit analysis and review of quarterly and yearly data such as equipment logs kept with the Microsoft Excel spreadsheet database

Florham Park, New Jersey, United States

As a contracted Incident Analyst, I leveraged ServiceNow to support a short-term project with a focus on optimizing incident management processes. Key achievements and responsibilities included:-Analyzed over 5,000 P3 and P4 incidents per month, using ServiceNow ITSM to identify root causes, document findings, and adjust configuration items in alignment with company SOP.-Streamlined Processes by interpreting data and identifying improvement areas, advocating for consistent ITIL practices across IT and business units, and enhancing ServiceNow's efficiency.-Performed Qualitative Analysis on documented incidents, identifying patterns and driving process enhancements within ServiceNow to reduce recurrence and improve incident handling.Managed Incident Workflows by prioritizing incidents from diverse business units using a "First In, First Out" strategy to prevent SLA breaches and maintain smooth operations.-Reduced Incident Volume by 50% (from 10,000 to 5,000 monthly incidents) through escalation of key findings to Incident Managers, which led to improved training, technology recommendations, and refined ticket handling.

• Served as first point of contact for both internal and external clients to identify and troubleshoot various technical issues regarding network connections, software, hardware, and peripherals.• Documented incidents within CRM ServiceNow, prioritizing urgent needs and communicating plans with all customers within 24 hours so as to maintain SLA• Collaborated with management to assist in processing employee On-Boarding and terminations• Utilized Citrix Virtual Machine to access various programs required to assist in troubleshooting such as Active Directory and Mainframe to carry out password resets • Contributed to SLA averaging 99% during peak seasons, resulting in mandatory overtime being eliminated• Accessed Microsoft OneNote to compile various documentation regarding issues requiring in-depth solutions, presenting findings to colleagues

• Provided technical support for iOS & MAC hardware and software• Accessed remote software to gather diagnostic information and perform troubleshooting• Executed data entry of client information including demographics, device information, and current issue(s)• Maintained a professional, friendly demeanor, receiving an average of 96% customer satisfaction• Managed complaints with an understanding and empathetic demeanor, in order to maintain brand loyalty• Averaged above 90% overall metrics, resulting in eligibility for specialized training to support additional clients

Brandywine, Maryland, United States

Laurinburg, North Carolina, United States

Associate Of Science - As, Computer Information Technology | Database Management

Coursework develops the ability to create, store, communicate, exchange, and use information to solve technical issues related.

Adult And Continuing Education And Teaching

Project Management Fundamentals

Information Technology

Continuing education classes consisting of: CompTIA A+ CompTIA Network+

High School Diploma, 12