Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Unique McKinney

Bellflower,California

Summary

With high-level expertise in ServiceNow administration and a strong focus on customer care, I aim to leverage an array of IT knowledge to deliver exceptional service. My commitment to in ITIL practices and exceeding expectations with SLAs and SOPs ensures streamlined operations and utmost satisfaction for stakeholders. I am eager to contribute effectively to a dynamic IT environment where excellence is paramount.

Overview

9
9
years of professional experience
1
1
Certification

Work History

CLOUD ANALYST/SERVICE DESK II

Arlington County
01.2022 - Current
  • Provided comprehensive Active Directory/Azure support and proficiently executed Microsoft Endpoint/Intune functions
  • Addressed user issues promptly, particularly focusing on MFA concerns and errors, ensuring swift resolution and minimal disruption
  • Utilized ServiceNow ticketing system to streamline incident management processes and uphold service standards
  • Authored detailed KB solutions, contributing to knowledge management and enhancing team efficiency.

CLOUD ADMINISTRATOR/SERVICE DESK II

Baltimore Mayors Office - BCIT
07.2021 - 12.2021
  • Demonstrated expertise in delivering Active Directory/Azure support and effectively resolved user escalations related to WorkDay issues.
  • Managed help desk break-fix tasks and provided seamless Office365 support, ensuring uninterrupted operations.
  • Proactively managed Active Directory functions and authored KB solutions to facilitate efficient troubleshooting.

SYSTEMS TECHNICIAN

BTN Systems
01.2019 - 08.2021
  • Designed and implemented robust system architecture designs, ensuring optimal performance and scalability
  • Provided comprehensive support for Office365 installations and adeptly handled hardware troubleshooting tasks
  • Played a key role in various system development life cycle phases, ensuring adherence to industry standards and best practices.

HELP DESK TECHNICIAN II

City Of Hope Hospital
02.2017 - 01.2018
  • Provided frontline support for end users, effectively troubleshooting issues across multiple platforms
  • Managed Active Directory functions meticulously and authored KB solutions to expedite issue resolution
  • Delivered specialized technical support for medical software, contributing to seamless operations within a critical healthcare environment.

DESKTOP SUPPORT TECHNICIAN TIER 1

Advanced Insight Services
01.2015 - 03.2016
  • Delivered comprehensive support for end-user workstations and peripherals, ensuring optimal functionality and user satisfaction
  • Conducted seamless Windows 7 installations and provided expert hardware/software support
  • Meticulously administered Active Directory functions and managed user accounts to uphold security and access controls.

Education

Business & Information Technology -

Montgomery Community College
Silver Spring, MD
06.2014

Information Technology - undefined

Prince George's Community College
Upper Marlboro, MD
06.2013

Skills

  • Proven proficiency in ITIL Service Management methodologies, ensuring alignment with industry best practices
  • Extensive background in Information Technology (IT) support and Service Desk operations, consistently meeting and exceeding service level expectations
  • Expertise in call triage and incident creation, coupled with a keen ability to ensure swift and accurate resolution of technical issues
  • Hands-on experience with ServiceNow, adeptly managing incident lifecycles and driving efficient resolution processes
  • Strong communication skills, capable of articulating technical concepts to non-technical stakeholders, fostering clarity and understanding
  • Skilled in creating comprehensive reports within ServiceNow for robust monitoring, analysis, and continuous improvement initiatives

Certification

  • CompTia Security+
  • Public Trust
  • Dell Client Foundations 2021
  • DSP Security and Privacy Foundations 2021
  • HP Desktops, Workstations, and Notebooks for Service Technician
  • HP Commercial Mobility Products Servicing
  • HP Mobility Service Qualification
  • Lenovo RASERVICE - Notebook, Tablet, Desktop & Workstation Authorized

Timeline

CLOUD ANALYST/SERVICE DESK II

Arlington County
01.2022 - Current

CLOUD ADMINISTRATOR/SERVICE DESK II

Baltimore Mayors Office - BCIT
07.2021 - 12.2021

SYSTEMS TECHNICIAN

BTN Systems
01.2019 - 08.2021

HELP DESK TECHNICIAN II

City Of Hope Hospital
02.2017 - 01.2018

DESKTOP SUPPORT TECHNICIAN TIER 1

Advanced Insight Services
01.2015 - 03.2016

Business & Information Technology -

Montgomery Community College

Information Technology - undefined

Prince George's Community College

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