Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
• I resolve end user technical issues averaging 150 closed tickets (INC) per month. This includes technical issues related to Windows OS laptops, desktops, mobile devices, hardware and software.
• I utilize ServiceNow to open and mange tickets (INC and TASK) for documentation, escalation and audit purposes.
• My customer satisfaction rating is excellent. My goal is to resolve the issue in the most efficient way possible.
• My quarterly ticket (INC) audit rating is 95%-100% accuracy. I never exceed my SLA time for an open ticket, which is 5 business days. I take great pride in documenting the most accurate and detailed information to help with future troubleshooting.
• I provision and deprovision user access to over 100 different systems. I average 80 closed TASK per month. Provisioning user access requires following strict guidelines to remain compliant.
• While working on projects, I work with the business to determine if an application will bring value to their work, I work with the IT department on implementing, testing and rolling out the application to the production environment; I then create processes on best methods for the business and IT departments. After the project has closed, I continue to work on any changes or issues that occur and communicate to the appropriate teams.
• I work with Internal Audit completing end user access audits. I provide documentation of the provisioning process and correct any violations that come from the audit. I work with the Risk Management and Identity Access Management team to create guidelines for risk and exception processes.
• I work with vendors related to technical issues and system updates.
• I create and update the KnowledgeBase library: End User How To, IT processes, informational and issues.
• I focus on streamlining processes by collaborating with the business and IT side to reevaluate and create more efficient processes. In result, this has reduced 30 hours a year of manual processes across departments.
• I complete training to remain current on new technologies.