ERIKA HERRERA
Beaumont,CA
Summary
ServiceNow Certified System Administrator with 10 years of administrative and customer service experience. Detail-oriented and focused on enhancing platform performance and providing exceptional user support. Skilled in problem-solving and collaboration, driving efficiency through meticulous documentation and streamlined processes. Strong relationship-building with stakeholders to implement effective IT solutions. Committed to continuous learning and system optimization within dynamic environments for seamless operations and superior service delivery.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Implementation Intern
Digital Forge LLC
11.2024 - Current
- Engaged in comprehensive ServiceNow training, focusing on Customer Service Management, Public Sector Digital Services and PSDS Social Benefits Playbook.
- Assisted in Digital Forge Instance management, including the Digital Forge Partner Portal configurations and the implementation of the PSDS Playbook process.
- Leveraged hands-on experience with the ServiceNow platform to administer system functionalities, enhancing Costumer Service Management processes through meticulous configuration and optimization
- Cultivated a deep understanding of ServiceNow's system administration, driving efficient incident, problem, and change management workflows that align with organizational goals
- Honed skills in the development and customization of ServiceNow applications, seamlessly integrating innovative add-ons, optimizing workflows, configuring playbooks and rigorously testing systems for peak efficiency
- Develop and implement best practices within the ServiceNow environment, fostering improved service delivery and user satisfaction through tailored solutions
Externship
ServiceNow
09.2024 - 11.2024
Delivery Driver
Instacart
09.2014 - Current
Warehouse Associate
Amazon
10.2020 - 01.2021
Dental Assistant
Donovan Family Dentistry
04.2013 - 01.2015
Skills
- Database Administration
- User Interface & Navigation
- Collaboration
- Self-Service and Process Automation
- Development Processes
- ServiceNow
- MS Office Suite
- Operating Systems
Certification
- ServiceNow Certified System Administrator
- CISCO CCNA
- AWS Certified Cloud Practitioner
- Google IT Support
- CompTIA Security+
- CompTIA Network+
- CompTIA A+
Skillsprofile
Proficient in managing and optimizing database structures, including comprehensive understanding of data schemas, Configuration Management Database (CMDB) functionalities, and application/access control protocols. Skilled in utilizing import sets to ensure seamless data integration and enhance system reliability., Expertise in creating intuitive user experiences through proficient navigation of lists, filters, forms, and templates., Strong ability in user administration and facilitating teamwork through effective task management. Proficient in configuring notifications and generating insightful reports, ensuring that stakeholders remain informed and engaged throughout the service delivery process., Comprehensive understanding of self-service capabilities, including knowledge management and service catalog development. Experienced in designing and automating workflows using Flow Designer, empowering users to efficiently access services and resolve issues independently., Foundational knowledge in scripting, migration, integration, and development processes within the ServiceNow ecosystem.
Timeline
Implementation Intern
Digital Forge LLC
11.2024 - Current
Externship
ServiceNow
09.2024 - 11.2024
Warehouse Associate
Amazon
10.2020 - 01.2021
Delivery Driver
Instacart
09.2014 - Current
Dental Assistant
Donovan Family Dentistry
04.2013 - 01.2015
- ServiceNow Certified System Administrator
- CISCO CCNA
- AWS Certified Cloud Practitioner
- Google IT Support
- CompTIA Security+
- CompTIA Network+
- CompTIA A+
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