Field and troubleshoot incidents and requests via phone and email in ServiceNow ITSM platform leveraging internal knowledge base and resources through resolutionProactively collect and validate detailed information to effectively articulate incident factors to appropriate escalation resources when required. Maintain a working knowledge of FNF services and entities to provide customized support as required. Seek opportunities for continuous improvement with an emphasis on delivering and… Show more Field and troubleshoot incidents and requests via phone and email in ServiceNow ITSM platform leveraging internal knowledge base and resources through resolutionProactively collect and validate detailed information to effectively articulate incident factors to appropriate escalation resources when required. Maintain a working knowledge of FNF services and entities to provide customized support as required. Seek opportunities for continuous improvement with an emphasis on delivering and optimizing support of services Show less

The role involves providing first-line technical support and troubleshooting assistance to users encountering IT-related issues. This includes diagnosing and resolving hardware, software, network, and connectivity problems for end-users. Complex technical issues are escalated to appropriate IT personnel for further investigation and resolution. Additionally, responsibilities include installing, configuring, and maintaining desktops, laptops, printers, and other IT equipment as necessary… Show more The role involves providing first-line technical support and troubleshooting assistance to users encountering IT-related issues. This includes diagnosing and resolving hardware, software, network, and connectivity problems for end-users. Complex technical issues are escalated to appropriate IT personnel for further investigation and resolution. Additionally, responsibilities include installing, configuring, and maintaining desktops, laptops, printers, and other IT equipment as necessary. Furthermore, aiding users with account management tasks like password resets, access requests, and permissions is part of the job scope. To accomplish these tasks effectively, proficiency in utilizing tools such as BMC Remedy Ticketing System, ServiceNow, Bomgar, Cisco AnyConnect VPN, Active Directory, Citrix workspace, and Microsoft 365 (O365) is required. Show less

I supported community-based testing sites to ensure widespread access to testing services, contributing to the enhancement of medical capacity by assisting in various medical procedures and operations. Additionally, I facilitated logistical support and transportation of critical supplies to ensure seamless operations. In state emergency operations centers, I assisted in coordinating and managing response efforts effectively. Furthermore, I provided labor and support for call centers, managing… Show more I supported community-based testing sites to ensure widespread access to testing services, contributing to the enhancement of medical capacity by assisting in various medical procedures and operations. Additionally, I facilitated logistical support and transportation of critical supplies to ensure seamless operations. In state emergency operations centers, I assisted in coordinating and managing response efforts effectively. Furthermore, I provided labor and support for call centers, managing inquiries, and disseminating essential information to the public. Show less

In my role, I ensured high-quality customer service by promptly addressing inquiries and effectively resolving any issues that arose. Additionally, while serving as a building supervisor, I maintained strict adherence to rules and regulations to uphold safety and operational standards. To streamline customer support processes, I utilized ticketing software, specifically HappyFox, to accurately track and manage customer requests, ensuring timely and efficient resolution of issues.