Promoted to a role that expanded responsibilities of the IT Technical Analyst to include all of the ServiceNow platform (rather than only the Event Management module).Recognized as the Event Management module SME for Application, Infrastructure and other teams. Identified break/fix solutions, streamlined and cleaned internal processes, improved value to customers, and identified and developed new services.

Supported Level 1 event management analysts. Reviewed incidents to assure adherence to SOPs, trained staff, and helped with event escalations. On-boarded new applications and infrastructure systems in the Event Monitoring Services through the Event Management Module in ServiceNow

Supported Level 1 event management analysts. Reviewed incidents to assure adherence to SOPs, trained staff, and helped with event escalations. On-boarded new applications and infrastructure systems in the Event Monitoring Services through the Event Management Module in ServiceNow

Served as liaison between technology and business lines by discussing operational problems with customers, and recommending and implementing software and systems solutions. Trained and mentored employees, and managed the Level 1 Outsourced Vendor relationship.

Managed 9 people across 5 shifts. Within 2 months, each analyst was taking calls independently, and the Microsoft OneNote library of documented processes was in place and growing substantially.

Viewed as the SME for Helpdesk questions. Reduced onboarding of employees by 3 weeks, and cut support staff labor by 20 hours through redesigning training processes for new hires and mentoring team members.

Collaborated with all levels of business and IT teams to analyze, debug, configure, test, train, document, implement, and maintain existing new technology solutions.