System Administrator Resume Catonsville, MDÂ - Hire IT People

SUMMARY:

Experience in developing and administering Service - Now to meet the business needs of several clients including law firms and financial institutions.
Engaged directly with Service Desk managers to improve response time and ticket resolution rates.
Assisted in the transition of retired applications and processes to new cloud-based solutions.

PROFESSIONAL EXPERIENCE:

Confidential, Catonsville, MD

System Administrator

Responsibilities:

Certified Service-Now Administrator
Administered five customer instances as well as internal company instance.
Implemented Incident, Change, Problem, Service Catalog and Knowledge Applications inside Service-Now.
Worked directly with stakeholders at developing tool to meet business needs.
Reviewed business requirements and provided technical capabilities of tool with business analysts.
Maintained system efficiency and uploaded hot-fixes when necessary.
Developed custom applications per client needs and larger enhancements for company-wide projects.
Developed in-house onboarding and hardware deployment applications.
Developed REST-based web services integrating with Peoplesoft applications
Managed daily administrator queues and delegated tasks.

Confidential

Help Desk Analyst

Responsibilities:

Tier 1 Help Desk analyst contracted to Sony Playstation
Determined company needs by working with users and coworkers.
Answered inquiries by clarifying desired information; researching, locating, and providing information.
Resolved problems by clarifying issues; researched and explored answers and alternative solutions; implemented solutions; escalated unresolved problems.
Fulfilled requests by clarifying desired information; completing transactions; forwarding requests; explaining new features.
Assists with keeping workstation operational by following established procedures; reporting malfunctions.
Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Coordinates with coworkers with addressing new issues to provide users a prompt resolution.

Confidential

Trainer/Clerk

Responsibilities:

Assisted Team Lead with conducting the training of 2700 Election Judges
Worked with Team Lead to ensure each training session starts on time; led training class in absence of Team Leader.
Developed training plan to properly educate election judges of strict rules and regulations in effort to protect integrity of election process.
Assisted during the hands-on portion of the training class.
Assisted with the setup of the training room prior to each training class as well as cleanup of the training room afterwards.
Assisted with ensuring all election training equipment is functional for hands-on learning and demonstrations.
Assisted with ensuring all forms are distributed and completed before submission to Payroll.
Created new voter registration records by processing Voter Registration Applications.
Updated existing voter registration database by processing address changes, party affiliationchanges, name changes, and voter registration status changes.
Scanned paper Voter Registration Applications to create electronic images, attaching theelectronic images to the voter registration record, and proofread data entry.
Generated correspondences to registered voters, including Voter Notification Cards,confirmation cards, and merge letters.
Used mailing equipment to produce mass deliver voter registration correspondence to citizens.
Processed and canvassed Provisional Ballot Applications following Early Voting and Election Day.