Sole administrator/developer of Cherwell Service Management (CSM). Manage and maintain the CSM application to ensure optimal system performance and availability for end-users. Develop and implement CSM strategies and processes that align with the company's goals and objectives. Maintain documentation of all changes made to the system. Provide technical support and guidance to end-users, including training and troubleshooting assistance. Communicate regularly with senior management to provide updates and achievements. Stay up-to-date with the latest trends and developments in Cherwell, and incorporate best practices into system management and maintenance. Manage CSM configurations, workflows, and automation. Work with end-users to understand their needs and requirements, and develop customized solutions to meet those needs. Participate in CSM upgrades, patches, and testing. Conduct CSM user acceptance testing (UAT) and ensure successful implementation of new features and functionality. Built an end user Portal with custom offerings for efficient ticket routing and automationI am the sole administrator for the Rapid7 InsightVM platform, responsible for its day-to-day operation, maintenance, and configuration. I manage InsightVM configurations, workflows, and automation to streamline vulnerability management processes. I maintain comprehensive documentation of all changes made to the InsightVM system, including upgrades, patches, and testing results. I also provide regular updates and reports to senior management, keeping them informed about system performance and achievements. I keep myself up-to-date with the latest trends and developments in the InsightVM platform and vulnerability management domain. I ensure compliance with relevant industry standards and regulations, guaranteeing the security and integrity of the system. Additionally, I conduct user acceptance testing (UAT) for new features and functionality to ensure successful implementation.

Developed and implemented service delivery strategies and processes that align with the company's goals and objectives. Managed the service desk and desktop support to ensure effective delivery of services to clients. Utilized ServiceNow and other tools to oversee ticket/queue management, prioritize incidents, and resolve complex technical issues. Collaborated with cross-functional teams to improve service delivery quality and ensure customer satisfaction. Coached and mentored team members to improve their technical and customer service skills. Maintained and updated knowledge base and other resources to facilitate effective problem-solving and incident resolution. Analyzed service delivery metrics and implement process improvements to enhance service levels and reduce response times. Ensured compliance with relevant industry standards and regulations. Worked with clients to understand their needs and provide customized solutions that meet their requirements. Provided regular reports and updates to senior management on service delivery performance and achievements

I maintain my knowledge base by approving articles in Servicenow and merging articles used for the most common programs such as VMWare, Outlook, and Content Manager. I also supervise analyst calls to improve customer satisfaction and analyst development. I provide complex ticket/queue management in Servicenow and Cisco CUIC. Moreover, I possess a strong ability to build and reimage computers while simultaneously coordinating with level 3 teams to resolve all requests and incidents. I also support the IT Service department in continuous improvements to the Service Desk and to adequately resolve high priority situations.Following is the highlights of the key achievements that I attained:* Solely trained the entire service desk team that consistently exceeds service level expectations as set by outside company contracting us.

I trained and coached Level 1 analysts and provided higher-level troubleshooting when they could not resolve issues. I created articles for client troubleshooting as well as important policies and procedures in SharePoint.I had collaborated with managers to improve the efficiency and responsiveness of team members. I was a major participant in creating and resolving incidents as per the ISIM model.Following is the highlight of the key achievements that I attained:* Wrote and published a majority of the knowledge base that remains in use today.

I provided first level support for thousands of users by troubleshooting hardware, software, and connectivity issues. I gained a positive reputation for providing excellent customer service with a professional attitude and in a timely manner. I also escalated issues when necessary and maintained regular communication with the customer and technical teams. Furthermore, I utilized HP Service Anywhere to record and track all issues.Following is the highlight of the key achievements that I attained:* Praised for having the highest first call resolution rate, the lowest handle time, the most calls taken, and closing the most tickets.

Identified, troubleshooted, and repaired mini lab equipment/kiosks. Able to serve as a manager by helping troubled customers, ordering supplies, and controlling all inventory. Assisted customers with store technology and managed time effectively to maximize results during normal business hours.