Amber Olm
Manitowoc
Summary
Experienced IT professional with 12 years of progressive experience spanning IT Service Desk Operations, Knowledge Management, and Service Desk SME Leadership. Proven expertise in incident and request management, process improvement, documentation strategy, and end-user support. Recognized for bridging
Overview
12
12
years of professional experience
Work History
IT Knowledge Manager/Service Desk SME
Cognizant Technologies Solutions
03.2021 - Current
- Developed, maintained, and governed a centralized IT knowledge base to support Service Desk agents and end users
- Created and standardized knowledge articles, SOPs, FAQs, and troubleshooting guides aligned with best practices
- Trained new and current Service Desk agents
- Audited 65+ Service Desk incidents per week
- Served as escalation point for complex or high-impact technical incidents and service requests
- Provided expert-level support for software, operating systems, and enterprise models, and hardware
- Assisted with incident, problem, and root cause analysis to reduce repeat issues
- Collaborated and participated in projects with infrastructure, application, and security teams to improve processes
- Acted as liaison between Service Desk and other IT teams to ensure consistent communication and resolution
- Demonstrated respect, friendliness and willingness to help wherever needed
Service Desk Agent
Kohler Co. Inc.
05.2019 - 03.2021
- Processed an average of 25 support requests received daily for technical assistance on wide range of issues related to software and hardware
- Used ServiceNow ticketing systems to manage and process support actions and requests
- Provided desk-side technical support to various Kohler sites
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
- Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution
Jr. Systems Administrator
Jack Schroeder and Associates, Inc
06.2014 - 10.2018
- Technical troubleshooting of hardware/software
- 10+ daily helpdesk tickets
- Day to day End User Training
- Virus Prevention, Detection, and Removal
- System installs, upgrades and Imaging
- Planned and implemented system roll out and migration strategies. Provided, organized and updated deployment checklist
- Remote user laptop setup with VPN
- Documentation
- HIPPA training and compliance
- Assisted with backup and recovery solutions
- Active Directory Management: users/groups setup, passwords unlocks
- Microsoft SCCM management, image builds & deployment, remote user support, and reporting
- Troubleshooting, configuring, and maintenance of Konica Minolta & Ricoh printers
- Remote and VPN setups
Education
Associate Of Science Degree - Information Technology - Computer Support
Lakeshore Technical College
Cleveland, WIYouth Apprenticeship Certificate - Mechanical Engineering - Drafting & Design
Lakeshore Technical College
Cleveland, WIHigh School Diploma - undefined
Howards Grove High School
Howards Grove, WISkills
- IT Service Desk Operations (Tier 1-3 Support)
- Incident, Problem, and Request Management
- Knowledge Management Systems
- ServiceNow Ticketing Systems
- SLA Monitoring
- Asset & Configuration Management (CMDB)
- Knowledge Base Development & Governance
- Content Auditing & Quality Control
- End-User Self-Service Enablement
- Windows & macOS Support
- M365
- Active Directory
- VPN & Remote Access
- Hardware & Peripheral Support
- Application & Software Support
- Service Improvement Initiatives
- SME Support
- Substantial analytical and troubleshooting abilities
- Knowledge of Enterprise Infrastructure and technologies
- Innovation management
Professional References
Tim Voss
Title: Sr. Systems Administrator
Company: Jack Schroder and Associates, Inc.
Address: 2064 Allouez Ave, Green Bay WI 54311
Phone: 920-574-0155
Email: tvoss@jsaonline.com
Heather Hayward
Title: Vice President / Director of Sales
Company: Informed Choice
Address: 2595 Development Dr, Green Bay, WI 54311
Phone: 920-445-3678
Email: hmcmonagle@sbcglobal.net
Jessica Faust
Title: Accounts Payable
Company: Winona Foods
Address: 1552 Lineville Rd, Green Bay, WI 54313
Phone: 920-676-5675
Email: jessica.pamperin@gmail.com
Timeline
IT Knowledge Manager/Service Desk SME
Cognizant Technologies Solutions
03.2021 - Current
Service Desk Agent
Kohler Co. Inc.
05.2019 - 03.2021
Jr. Systems Administrator
Jack Schroeder and Associates, Inc
06.2014 - 10.2018
Youth Apprenticeship Certificate - Mechanical Engineering - Drafting & Design
Lakeshore Technical College
High School Diploma - undefined
Howards Grove High School
Associate Of Science Degree - Information Technology - Computer Support
Lakeshore Technical College