Shazia Syed

● Perform assigned tasks with a client-focused approach to deliver effective support solutions

● Generate comprehensive and accurate reports tailored to specific assignments and requirements

● Conduct and coordinate testing of ServiceNow releases in a controlled sandbox environment

● Design and document detailed test cases for ServiceNow Catalog items using Excel for seamless implementation and validation

● Utilized ServiceNow and SharePoint for incident management and documentation, ensuring clear communication and effective problem resolutions.

● Managing User Acceptance Testing (UAT) for the ServiceNow upgrades, ensuring clear communication through email and precise documentation of testing results in Excel spreadsheet.

● Implemented changes to configuration items for managing incident and requests tickets effectively for IT Service Management team

● Successfully recreated historical incidents and requests reports in ServiceNow and notified users via email upon fulfillment of their requests.

● Documented active and inactive users in ServiceNow using Excel spreadsheet.

● Write and develop clean, high-quality, and test cases, and scripts for software functionality, installation, and usability

● Synergistically collaborate with cross-functional teams, including management, ensuring quality throughout the software development lifecycle

● Accurately analyze, troubleshoot, report, document, resolve, and manage test results, bugs, and error tracking

● Synergistically collaborate with cross-functional teams, including management, ensuring quality throughout the software development lifecycle

● Accurately analyze, troubleshoot, report, document, resolve, and manage test results, bugs, and error tracking

● Skillfully create and organize detailed technical documentation, test processes, results, and presentations

● Carefully evaluate product alignment with requirements, implementing established vital performance and quality indicators

● Innovatively create and manage test cases for Special Talent Acquisition and Rating System (STARS), reviewing design and mockup application screens

• Streamlined service desk processes for quicker issue resolution and increased client satisfaction.
• Improved customer satisfaction by efficiently addressing and resolving service desk tickets.
• Effectively reimaged computers and installed Windows updates and relevant software.
• Regularly utilized Salesforce to oversee hardware inventories, manage incidents, and request resolutions in Remedyforce.
• Consistently utilized Salesforce to manage hardware inventories and Remedyforce incidents and problem management.
• Regularly troubleshoot learning software with solid outcomes upon client’s requests.
• Assist with setting up computers for new hires and configuring necessary disability hardware upon request.
• Consistently delivered exceptional computer service to faculty, staff, and students by asset with learning software and computer configurations.
• Provide support for end users and internal teams by addressing and resolving application-related issues
• Delivered exceptional customer service through empathetic listening skills, clear communication, and prompt issue resolution strategies.

• Installed and configured software and hardware.
• Improved system performance by conducting regular maintenance, updates, and optimizations.
• Independently tested applications using Agile black box testing techniques
• Expertly organized software repository, improving efficiency and ease of use
• Accurately administered inventory database, allowing employees to check out computers and other technology
• Skillfully mentored in using ServiceNow to perform Backend application testing, scenarios, and test specifications.
• Consistently utilized ServiceNow to manage hardware inventories and Remedyforce incidents and problem management
• Aided in troubleshooting printers’ issues for users upon requests.
• Supported the network team in relocating HP office printers throughout the ODOT building