Summary
Overview
Work History
Education
Skills
Certification
Timeline
Hi, I’m

Julie Rohret

Cedar Rapids,IA

Summary

Expert Application Support Specialist ready to take ownership of installing and maintaining application systems. Provides cost-effective resources to maintain efficiency and performance levels. Dedicated to applying novel management approaches to reduce support costs and minimize service calls.

Overview

10
years of professional experience
1
Certification

Work History

RSM

App System Specialist-ServiceNow
04.2020 - 06.2023

Job overview

  • Communicated deficits in system performance to senior leadership, recommending appropriate corrective measures.
  • Reviewed operations reports to detect nonconforming outcomes in task completion, designing system updates to reach compliance.
  • Trained employees in use of ServiceNow and other consulting software systems, overseeing onboarding process and verifying trainee competence.
  • Designed and implemented preventive maintenance procedures, reducing support requests 35%.
  • Updated and maintained ServiceNow records in accordance with ITIL standards.

Johnson County Iowa

Desktop Support Technician
02.2015 - 03.2020

Job overview

  • Purchased, setup and installed new computers.
  • Worked with various systems, software and peripherals and various types of games.
  • Obtained and evaluated information about new systems, peripherals and software technology.
  • Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and policies.

ITC Holdings

Desktop Support Contractor
09.2013 - 12.2014

Job overview

  • Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
  • Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
  • Installed and configured operating systems and applications.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.

Gentiva Home Healthcare

Help Desk Contractor
06.2013 - 09.2013

Job overview

  • Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Education

ITT Technical Institute - Indianapolis
Indianapolis, IN

MBA from Business Administration
03.2013

ITT Technical Institute - Indianapolis
Indianapolis, IN

Bachelor of Science from Technical Project Management
03.2011

ITT Technical Institute
Portland

Associate of Science from Information Technology - Multimedia
11.2008

Skills

  • Printers and Peripherals
  • Technical Troubleshooting
  • Knowledge Base
  • Technical Support
  • Documentation Management
  • Web Applications
  • System Administration
  • Complex Problem-Solving
  • Employee Onboarding
  • Service Level Agreements
  • Microsoft Office 365
  • Cross-Functional Collaboration

Certification

  • Certified System Administrator, ServiceNow - 2021 to Present
  • Micro-Certification - Performance Analytics, ServiceNow - 2022 to Present
  • Learning ITILLearning ITIL, LinkedIn Learning - Jul 2020
  • RemoteSupport Admin v19 - BeyondTrust - May 2020

Timeline

App System Specialist-ServiceNow

RSM
04.2020 - 06.2023

Desktop Support Technician

Johnson County Iowa
02.2015 - 03.2020

Desktop Support Contractor

ITC Holdings
09.2013 - 12.2014

Help Desk Contractor

Gentiva Home Healthcare
06.2013 - 09.2013

ITT Technical Institute - Indianapolis

MBA from Business Administration

ITT Technical Institute - Indianapolis

Bachelor of Science from Technical Project Management

ITT Technical Institute

Associate of Science from Information Technology - Multimedia

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Julie Rohret