Vanessa Mancia Email & Phone Number

Sierra Vista, Az, Us

Sierra Vista, Az, Us

United States

- Ensure the confidentiality of end-users personally identifiable information (PII) by verifying and following protocols and procedures to decrease possible social engineering tactics.- Diagnosing root causes of prevalent issues, including login failures, Microsoft 365 functionality issues, access control discrepancies, and VPN connectivity problems.- Maintain meticulous documentation of tickets and troubleshooting procedures for future reference. - Utilize internal and external resources such as knowledge bases and support sites to swiftly resolve issues and provide comprehensive solutions.- Resolved 850 tickets in 6 months using ServiceNow, consistently exceeding or meeting established service level agreements (SLAs) by rapidly diagnosing and implementing technical solutions.

Springdale, Arkansas, United States

- Handled and resolved incidents from employees with a prompt and accurate resolution rate of 95%.- Maintained HR databases with strict adherence to security protocols, ensuring data integrity and accuracy with a 100% compliance rate for employee terminations, attendance, and confidential information. - Collaborated with the IT department to conduct organization-wide security awareness training, achieving a 100% completion rate and improving overall security awareness.

- Effectively communicated and coordinated with team members to ensure smooth operations and exceptional customer service, even during high-pressure situations.- Resolved unexpected problems swiftly and effectively, resulting in a 90% reduction in incident resolution time. - Ensured compliance with health and safety regulations, food safety standards, and industry guidelines.

Adapted to changing circumstances and high-pressure situations, remaining composed and focused on delivering optimal service.

Bachelor Of Arts - Ba, Psychology

Associate Of Arts And Sciences - Aas, Psychology