Nanette B. Email & Phone Number

Pittsburgh, Pennsylvania, United States

- Provided administration and end user support for the company’s ITSM platform- Collaborated as part of an Agile team in a remote work environment- Experienced at designing, updating and maintaining processes aligned with ITIL best practices- Acted as the primary point of contact for all support issues related to the department’s ChangeGear instance- Managed user roles, privileges, licenses and field security in the application providing for a secure environment- Designed team dashboards, views and reports to manage daily and monthly processes and reporting

- Administered the ticketing software system that handled all Incident, Problem and Change Management requests- Managed user and team roles and privileges along with additional field security in the application- Designed a Service Catalog consisting of over 40 custom forms, service desk information, and knowledge documents to provide a centralized location for IT services and increase user satisfaction- Implemented monthly release of new functionality, updates and fixes to improve system reliability, reduce system outages and improve team productivity- Created and customized workflows, automations and notifications to satisfy the needs of business units

- Provided high quality end user technical support using the Salesforce Service Cloud CRM solution for Giant Eagle corporate offices, grocery stores and GetGo gas stations- Assisted users with technical help for issues involving desktop, laptop or network services, point-of-sale (POS) and multiple retail, warehouse and corporate systems- Managed telephone and email queues ensuring that all end-user issues were documented and issues resolved or escalated in a timely manner- Created and updated 10 technical documents per month in the Salesforce Knowledge Base to maintain current system information for efficient troubleshooting- Communicated all system outages and issue statuses to business leaders and stakeholders in a clear and timely manner

- Handled average of 40 calls per day to provide support for DSL business and residential customers- Provided exceptional assistance to end users with modem connection, TCP/IP configuration, VOIP, malware, virus, spyware removal, and wireless home networking- Supported Windows and MAC operating systems and assisted with email configuration in various email clients