Taquisha Jallah
Minneapolis,MN
Summary
Dedicated IT professional with expertise in ServiceNow reporting, data analysis, and process enhancement to optimize business operations. Proven record of delivering insightful analysis, system support, and successful integration projects while maintaining data integrity. Eager to contribute expertise to enhance Mayo Clinic's healthcare excellence.
Overview
16
16
years of professional experience
1
1
Certification
Work History
IT System Integration Analyst
Allianz Life Insurance Company Of North America
05.2018 - Current
- Maximized integration activities efficiency across IT Infrastructure, resulting in 15% reduction in project turnaround time
- Spearhead tracking and financial forecasting initiatives, leading to cost savings of over $50,000 annually
- Showcased expertise in Run Governance, achieving 20% increase in operational efficiency through implementation of standardized Run project management methodologies
- Showcased expertise in Run Governance, achieving 20% increase in operational efficiency through implementation of standardized Run project management methodologies
IT Service Management Specialist Sr
Allianz Life Insurance Company Of North America
09.2010 - 05.2018
- Managed end-to-end ownership and oversight of service requests, including acquisition, approval, service delivery, and installation processes, achieving 20% reduction in request processing time
- Demonstrated exceptional follow-through on status updates and escalations, ensuring 15% increase in timely service deliveries
- Successfully led implementation of ServiceNow integration tool for request process, resolving historical challenges and improving request handling efficiency by 45%
- Collaborated seamlessly with various resources, managers, and customers, resulting in 98% accuracy rate in service operations and high customer satisfaction
Service Desk Specialist
Allianz Life Insurance Company Of North America
04.2010 - 09.2010
- Maintained meticulous records of daily data communication transactions, problem resolutions, and installation activities, resulting in 10% improvement in data accuracy and completeness
- Addressed IT support requests from multiple sources promptly and efficiently, consistently achieving customer satisfaction rate over 95%
- Collaborated effectively with vendors and technicians to resolve hardware and software issues, reducing average resolution time for major issues by 20%.
Helpdesk Support Analyst
United Health Group, UHG-IT
07.2009 - 03.2010
- Efficiently managed inbound technical calls in high-pressure call center environment, achieving 95% customer satisfaction rate through prompt and professional issue resolution
- Provided level 1 and 2 solutions over phone, effectively reducing issue resolution time by 25% and enhancing user productivity
IT Helpdesk Specialist
Target
01.2008 - 03.2009
- Delivered professional and efficient assistance to customers via telephone, achieving 90% customer satisfaction rate in resolving computer software and application-related issues
- Efficiently troubleshot routine hardware equipment conflicts, resulting in 20% reduction in escalations to technical teams
- Conducted thorough problem analysis, data collection, and validation processes, contributing to 15% improvement in problem resolution times
Education
MBA - Business Administration
Cardinal Stritch University
Milwaukee, WI05.2018
Bachelor of Science - Biology Pre-Med
Xavier University of Louisiana
New Orleans, LA05.2007
Skills
- Analytical & Problem Solver
- ServiceNow
- Strong Communication and Interpersonal Skills
- Customer Relationship Management
- Process Integration
- Organization and Time Management
Additional Information
- Proficient in ServiceNow reporting, dashboards and workflows, optimizing business operations
- Skilled in metrics development, data analysis, process improvement, and cross-functional collaboration
- Exceptional communication skills for presenting high-level data to leadership, with keen attention to detail in supporting RUN governance and process improvements
Accomplishments
ALUMNI, JOSIE R. JOHNSON African American Leadership Forum
March 2019
Certification
ITIL Foundation
Timeline
IT System Integration Analyst
Allianz Life Insurance Company Of North America
05.2018 - Current
IT Service Management Specialist Sr
Allianz Life Insurance Company Of North America
09.2010 - 05.2018
Service Desk Specialist
Allianz Life Insurance Company Of North America
04.2010 - 09.2010
Helpdesk Support Analyst
United Health Group, UHG-IT
07.2009 - 03.2010
IT Helpdesk Specialist
Target
01.2008 - 03.2009
MBA - Business Administration
Cardinal Stritch University
Bachelor of Science - Biology Pre-Med
Xavier University of Louisiana
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