Vashonda T. Email & Phone Number

Atlanta, Georgia, United States

The ServiceNow NextGen program was an extensive course that provided ServiceNow instructor-led training, self-paced Now Learning content, practical exercises, and hands-on project work. This program allowed me to gain in-depth knowledge about ServiceNow's features, functionalities, best practices, and implementation techniques. I learned how to configure, customize, and optimize the platform to meet specific business needs. The training included real-world scenarios, and interactive sessions to ensure practical learning

• Managed a portfolio of 50+ enterprise-level clients, consistently exceeding Key Performance Indicators (KPI) targets for customer satisfaction, retention, and upsell opportunities • Utilized Salesforce and Gainsight reports and dashboards to analyze customer data and track performance against KPIs such as Net Promoter Score (NPS), Customer Churn Rate, and Customer Lifetime Value (CLV) • Collaborated with internal stakeholders such as solutions engineers, customer support, and account executives to troubleshoot and meet customers' needs, maintaining a 95% customer retention rate

Greater Detroit Area

• Conducted regular training sessions and knowledge-sharing sessions for help desk team members, covering topics such as best practices, troubleshooting techniques, and customer service skills, fostering continuous learning and development within the team • Provided end-to-end project management for system upgrades and migrations, ensuring on-time delivery and minimal disruption to operations• Led large-scale data manipulation and migration efforts, resulting in a 30% reduction in processing time

Warren, Michigan

• Provided comprehensive helpdesk support for 15-20 enterprise applications, resolving escalated issues and coordinating resolution for over 15 clients daily using an IT Service Management (ITSM) ticketing system• Created training guides and Standard Operating Procedures (SOPs) to streamline daily processes and guide the Level One support team• Addressed security breaches and swiftly resolved website malfunctions, ensuring seamless operations and user safety

• Reviewed Soldier in-processing, out-processing, birth month audits, maintained military personnel files, medical and dental records; typed all correspondence in draft and final form; prepared and processed evaluations, all personnel requests for promotions, awards and decorations; posted changes to Army regulations and other publications • Managed all personnel actions and administrative support of an entire Company. Monitored multiple Army personnel information systems to track and analyze overall unit readiness and reported trends to unit Commander and command team

Bachelor Of Science (B.S.), Information Technology

Associate Of Science (As), Computer Information Systems

Student Athlete

Master Of Science - Ms, Cybersecurity And Information Assurance

Certification, Technology Sales