Maria Gabriela Ochoa Perez Waechter Email & Phone Number

Santa Clara, CA, US

Maria Gabriela is passionate about making ServiceNow resources and opportunities accessible to everyone regardless of income, identity, nationality, upbringing, or environment. As a proud member of the LGBTQIA+ community, a Venezuelan-American immigrant, and a woman with disabilities, Maria Gabriela strives to break boundaries and highlight the.

Richmond, Virginia, US

Fairfax, VA, US

Fairfax, VA, US

San Diego, CA, US

- Worked on and Resolved issues with a very complex public widget form for a highly visible client during a critical time period. The system received 250,000 applications in 5 days through the portal.- Built data sets and transform maps for importing data from other sources into ServiceNow.- Documented all technical work, created knowledge bases to share.

Reston, VA, US

- Coordinated the scoping, development, testing and release of 1,500 stories in a 3 month time span, culminating with the release of the state’s fiscal year 2020 catalog.- Designed, scoped and helped develop the Dynamic fulfillment Workflow. This workflow consists of two tables, one for approvals and one for fulfillment, that handled complex workflows to.

Reston, VA, US

- Maintained ownership of the design and best practices for the Service Portal.- Helped maintain the stories backlog and assisted with incorporating feedback and requests from many different stakeholders and implementing requests in ways that did not negatively impact other parts of the system.- Established the development process that stories went through.

Bowie, Maryland, US

- Established and maintained relationships with multiple clients on different contracts.- Shared best practices and consulted with clients directly to identify their needs.- Translated high-level business requirements into functional specifications forimplementation.- Interacted with subject matter experts, application development, implementation.

Waltham, MA, US

• Acted as the ServiceNow Administrator and performed day to day maintenance of two separate instances. (Production and test)
• Took both instances through the full upgrade cycle, developed a UAT Plan for testing after the upgrade, and established the testing procedure to have full application and usage coverage finished in one hour post go.
• Built requested category items and workflows to expand the functionality and use of the Service Portal, and better automate departmental procedures and processes.
• Worked in-depth on a project that involved Orchestration knowledge and required coordination and communication among several teams, third-party vendors, departments and senior leadership.
• Implemented Asset Management and created processes and procedures to facilitate the inventory management of several different office locations.
• Fulfilled the role of a Business Analyst to determine other department's needs and how to best fulfill them utilizing ServiceNow.

Chicago, IL, US

• Help lead the team as a senior technician, assist with training new technicians and document steps to resolve common issues by creating and maintaining a centralized knowledgebase utilizing One Note
• Use growing SQL knowledge to resolve advanced data problems encountered by clients
• Utilize knowledge of development processes learned in previous positions to best document bugs encountered by customers
• Use best judgement to determine when escalations are needed to resolve emergency issues
• Take and resolve calls in a prompt manner while providing the best solutions and excellent customer service for the client
• Learn how to gather the knowledge needed to best resolve issues

Chicago, IL, US

• Provided second & third tier support for tickets escalated from Tier I and II technicians. Typically required more in-depth analysis and data intervention.
• Gathered feedback from clients selected to beta new product releases
• Led discussions and managed communications between departments to ensure the beta goals were met and clients received new product releases on time
• Coordinated 11 different product betas which included selecting good candidates from among our current clients, communicating with local IT and site managers, General Managers and Controllers in order to provide.
• Provide rotating 24/7 on-call Analyst/Escalation level support to ensure client uptime and provide an escalation level for the other on call technicians in cases where the client was unable to operate business

• Taking and resolving calls in a prompt manner while providing the best solutions and excellent customer service for the client
• Learned how to gather the knowledge needed to best resolve issues
• Needed to operate within a fast paced, ever-changing environment
• Gained advanced knowledge of proprietary golf management software
• Used Surado CRM and TFS systems to document issues faced by our customers
• Required considerable organizational and communication skills, including prioritizing tasks based off of customer needs

Charlotte, NC, US

As a Sales and Service Specialist my main role was to take care of the customers. I ensured that their every need was met and I discovered more through getting to know each and every one of my customers. I was able to help them in the teller line or in the platform, in order to better build rapport and trust.

Charlotte, NC, US

My time as a Teller was spent ensuring that every person left with a smile, a perfectly completed transaction and with all their needs met. I helped refer people to the bankers who could help them with their savings and banking goals, as well as helped Latin customers get more involved in their banking because I was the only bilingual associate in my bank.

Grapevine, Texas, US

I worked at GameStop since I was in High school, and progressed from being a regular sales associate to being a key holder there over the years. Customer Service and running transactions were my main duties as a Senior Game Adviser.

Running the cash register, ensuring customer delight and taking care of the general appearance of the shop were some of my main duties.

Computer Science, Computer And Information Sciences, General

Business Administration And Management, General

Information Technology