Mariana Croxall

• Leading enterprise-wide implementation and administration of ServiceNow, including Incident, Change, Request Management, Employee Portal, and Service Catalog.
• Designed and deployed ServiceNow Virtual Agent conversations to automate common user interactions, significantly reducing resolution time, and improving user self-service capabilities.
• Developing customized ServiceNow workflows, catalog items, and client scripts, optimizing IT service delivery.
• Creating comprehensive reports, dashboards, and analytics within ServiceNow to enhance visibility into ITSM performance.
• Trained and mentored technical teams and end-users for effective adoption of ServiceNow capabilities.
• Collaborating cross-functionally with IT and business units to gather requirements, implement system improvements, and deliver innovative solutions.

• Installed, configured, diagnosed, and repaired Mac and mobile devices.
• Coordinated with global technology teams for efficient prioritization and resolution of IT incidents.
• Implemented Mobile Device Management (MDM) and Multi-Factor Authentication (MFA) protocols.
• Managed hardware refresh projects and technology deployments.

• Organized and coordinated activities associated with the deployment and upgrade of software and hardware for over 5,000 users.

Diagnosed software and hardware failures, and resolved technical issues while fostering a collaborative, solution-oriented environment.

• Created training procedures and worked closely with internal teams to ensure proper implementation of software and hardware protocols.

• Team leader and new-hire coordinator.

• Installed, configured, diagnosed, and repaired computer systems and software across a variety of Mac and mobile devices.

• Led and mentored technical support teams to exceed customer satisfaction standards.

• Demonstrated excellent organization, time management, communication, and problem-solving skills in a fast-paced, high-volume retail environment.