Alyssa Smith
Tyler,TX
Summary
Certified ServiceNow System Administrator with a solid IT background, seeking to transition my troubleshooting and support skills into software development. Proficient in ServiceNow platform administration, I am eager to contribute my hands-on experience to a dynamic development environment.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Jr. ServiceNow Administrator
NEW Apprenticeship – Contract (Remote)
07.2022 - 01.2023
- Managed customer requirements on the platform, including the creation and configuration of UI Policies, UI Actions, Business Rules, and Record Producers
- Demonstrated project management skills by applying a functional understanding of IT Service Management (ITSM) frameworks to ensure effective delivery
- Collaborated on transform maps and data sources, contributing to enhanced data integration and improved platform efficiency
IT Support Associate
Mercy Health Ministry
10.2017 - 06.2020
- Provided Tier 1 technical support to employees through telephone, email, remote connection, and the CRM ticketing system in adherence to SLA
- Assisted users in identifying and resolving issues related to general computer problems, printing, internet access, emails, network drives, smartphone settings, etc
- Remotely configured and installed software and upgrades.
IT Representative
Cass Information Systems
07.2014 - 06.2015
- Assisted local staff in resolving technical problems, encompassing desktops, laptops, and software/hardware issues
- Responded to troubleshooting requests related to audio/visual equipment, printers, and fax machines
- Set up computer workstations for users
Education
Associate of Science - Computer Science
Southwestern Illinois College
01-2013
Skills
- User Administration
- Incident Management
- Documentation
- Knowledge Management
- Service Catalog Management
- Reporting
- ITIL Processes
- JavaScript
Certification
Certified ServiceNow System Administrator (CSA), 2022
Timeline
Jr. ServiceNow Administrator
NEW Apprenticeship – Contract (Remote)
07.2022 - 01.2023
IT Support Associate
Mercy Health Ministry
10.2017 - 06.2020
IT Representative
Cass Information Systems
07.2014 - 06.2015
Associate of Science - Computer Science
Southwestern Illinois College
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