Morgan Kauser

ServiceNow Administrator 2019-Present

• Planned, configured, and optimized Workflows/Flows to enhance ITIL-aligned Helpdesk processes and overall operational efficiency.
• Authored detailed documentation for system configuration, troubleshooting guides, and knowledge base articles to streamline system maintenance.
• Designed, created, and maintained the Service Portal, implementing responsive and user-friendly interfaces to meet business requirements.
• Collaborated with management and stakeholders to define project scope, priorities, and assess system capacity for scaling operations.
• Reduced service disruptions by implementing proactive monitoring, diagnosing, and resolving of incidents using ServiceNow platform features.
• Planned and executed seamless upgrades to ServiceNow, ensuring zero downtime and compliance with organizational policies.
• Implemented ServiceNow best practices to optimize IT service delivery and align with business objectives.
• Designed and customized forms, interfaces, and modules to improve user experience and enhance operational efficiency.
• Conducted training sessions and workshops for end-users, driving adoption and effective use of ServiceNow features across departments.
• Managed the end-to-end IT Asset Management (ITAM) lifecycle for laptops, printers, and peripherals.
• Implemented Contract Management functionality to centralize and streamline contract handling.
• Configured and enhanced applications such as Asset Management, Change Management, and Service Catalog, ensuring seamless integration with existing organizational workflows.
• Built Jira to ServiceNow integrations to enable smooth data transfer, collaboration, and visibility across platforms.
• Automated repetitive tasks using ServiceNow Flow Designer, reducing manual efforts and improving efficiency.
• Enhanced incident and problem management processes by implementing Virtual Agent and Knowledge Management solutions within ServiceNow.
• Developed and managed custom dashboards and reports to provide real-time insights and analytics for IT and business stakeholders.
• Implemented and supported CMDB (Configuration Management Database) to maintain an accurate inventory of infrastructure components and their relationships.

____________________________________________________

Job History at ContainerPort Group Inc. /World Group Inc.

2015 - 2018: Billing and Order Entry User

2018: IT Help desk Technician

2018-2020: IT Help desk Specialist/ServiceNow Administrator

2020 - 2023: IT Technical Support Specialist/ServiceNow Administrator

2023 - Current: ServiceNow Administrator

___________________________________________________

2018 to 2023 Job Responsibilities

• Created and managed mailboxes, shared mailboxes, and distribution lists to support organizational communication needs.
• Performed new user setup tasks and handled user terminations with precision and adherence to company policies.
• Maintained accuracy by processing Employee (HR) Change Reports and updating Active Directory (AD) records accordingly.
• Set up and imaged workstations and laptops for new and existing users to ensure readiness and compliance.
• Demonstrated expertise in Exchange PowerShell for efficient email account management and troubleshooting.
• Monitored and maintained shared and user mailbox usage and retention policies to ensure compliance.
• Assisted with on-premise to hybrid email migrations, streamlining transitions with minimal disruptions.
• Managed Print Server and File Server environments, ensuring high availability and proper configuration.
• Troubleshot and maintained virtual desktops, ensuring stability and performance for end users.
• Provided end-user support, effectively diagnosing and resolving hardware, software, and network issues.
• Closed service calls efficiently while maintaining a high standard of customer satisfaction.
• Managed change requests in ServiceNow, ensuring minimal disruption while implementing modifications to meet business requirements.
• Installed and configured network printers and other peripherals to ensure operational readiness.
• Designed and implemented workflows and incident/request processes in ServiceNow, while also handling requests and incidents in Freshservice.
• Assisted with identifying and resolving complex technical issues, improving system reliability and user productivity.