Juwan Robinson

• Acted as the main escalation point for corporate workers, including executives, managing complex IT issues impacting numerous end-users.

• Led the escalation process to ensure timely and accurate resolution of tickets.

• Utilized ServiceNow to streamline workflow and enhance team productivity.

• Prepared and imaged laptops, maintaining strict policy and standards compliance.

• Successfully reduced average response times for incidents and tasks.

• Supported diverse staff with technical needs, efficiently managing time-sensitive issues across various devices.

• Utilized Jira for ticketing, achieving top rankings among IT staff.

• Played a key role in workflow management and escalation, ensuring prompt and effective resolution of incidents.

• Served as the primary contact point for IT-related issues, effectively managing high call volumes and complex troubleshooting.

• Excelled in mastering proprietary financial systems and exceeding monthly ticket resolution targets.

• Developed a comprehensive handbook to improve incident resolution processes.

• Demonstrated strong workflow management skills, consistently surpassing service expectations.