Robin Yang Email & Phone Number

Toronto, Ontario, Canada

Toronto, Ontario, Canada

• Coordinate with Technicians to identify customers impacted by vendor Vulnerabilities or End of Life advisories and initiate processes to resolve issues.
• Execute tracking of and governance for monthly Preventative Maintenance and Quarterly Service Reviews for customers.
• Created processes, policies and maps for Lifecycle and Release Management.
• Developed and launched Preventative Maintenance process.
• Configured and launched a new ServiceNow implementation

Mississauga, ON

• Responsible for development of workflows, client scripts and business rules tofulfill business process requirements within ServiceNow.
• Worked with business partners as a ServiceNow subject matter expert to developrequirements in order to improve existing processes and develop new ones.
• Works with the Incident, Problem, Change, Release, Service Request, Knowledge,Asset, Configuration and Reporting modules within Service Now.
• Gathered requirements for, configured and launched a new ITSM tool within sixmonths with four live processes.

Mississauga, ON

• Security subject matter expert in the launch of new applications within the Symcor environment.
• Resolved incidents related to security and access issues.
• Performed regular security audits of applicaitons.
• Processed user ID creation, update and deletion requests.

Mississauga, ON

• Analyzed and diagnosed computer related issues for internal customers.
• Responsible for categorizing and assigning incident records to assignmentgroups.
• Tasked with supporting Symcor applications for external clients.

Concord, ON

• Analyzed and diagnosed computer related issues.
• Performed repairs and fixes for both hardware and software related issues.
• Was responsible for training new hires on company systems and policies.
• Interviewed, tested and selected vendors for e-commerce applications.

Certificate, Project Management

Bachelor Of Commerce, Information Technology