SUMMARY:

• Computer Network Technology | Systems Engineering Knowledge Management | Service Management | Asset Management
• Computer Hardware and Software Support | Reporting and User Training | ServiceNow | SharePoint
• Confidential with a Technical Engineering and Knowledge Management background governed by the principles of quality assurance and support.
• Resourceful, tactful, and highly organized with project planning, experienced in providing problem resolution and support to organizations of all sizes, across all verticals, including the heath care, financial, construction, and automotive industries on a direct hire and contracted basis.
• Developed processes and executed knowledge management migration to enhance productivity tools for sharing capabilities and accuracy of data.
• Instilled confidence to ensure individual and collective needs of the customers are met.

TECHNICAL SUPPORT SUMMARIZED EXPERIENCE:

• Service Now Knowledge Management, Confidential Service Manager 7, BMC Remedy, and RightAnswers.
• Windows 2003 Server, Windows 2000 Server, MS Windows XP and MS Windows 7/10. MS Office 365, MS Office 2013, MS Access 2010, MS Visio 2016 and MS One Notes 2016. SharePoint Online, MS Teams
• Novell 3.12, 4.1, 5.0 servers, Linux Ubuntu 18.04 LTS, Picture Tel Videoconferencing equipment.
• Served as Backup Operator, maintaining the Disaster Recovery services utilizing VERITAS Backup Exec, Legato and CA ArcServe software.

PROFESSIONAL EXPERIENCE:

Confidential, Troy, MI

Technical Support Engineer

Responsibilities:

• Team responsibilities were to manage the creation, modification and publication of over 12,000 Knowledgebase articles used by Service Management in support of its 32 National business (ministries) units.
• Assisted Onboarding ministries with the migration of their data into the Service Now Knowledgebase.
• Assure that all publications adhere to a standardized format by having submitters utilizing templated forms, thus providing the required information needed for the creation or modification of an existing article.
• Participated in User Acceptance Testing of the Service Now Knowledge Module to insure functionality and acquire enough understanding to provide training to Confidential staff and content owners.
• Trained and advised Content Owners, Subject Matter Experts and Service Desk personnel on utilizing the tools to structure and format articles within Service Now.
• Promote Knowledge Management team sharing of content utilizing tools such as Microsoft Team, SharePoint Online, and OneNote to track and plan team actions as we execute Service Now tasks relating to the management of the knowledgebase, including posting new resources and monitoring existing content for continued relevance.
• Review and edit article content for relevancy of content, consistency and clarity for the audience it was intendant to support.
• Field onsite support to customer location.
• Communicates Knowledge Management activities to key stakeholders, as needed and responding to questions in a timely manner; directing questions to the appropriate resources.
• Generate reports to direct actions in support of the management of the knowledgebase.
• Collaborate with Business Manager, Service Manager and Project Manager Teams on projects relating to matters or issue that may require the creation, modification or removal of Knowledge articles.

Confidential, Detroit, MI

Knowledge Application Service Support

Responsibilities:

• Planned and coordinated with each Ally business unit, to migrate knowledgebase articles that support their applications and services from Confidential CKM System to Service Now.
• Created a Document Control Tracking System to assist in providing directions and project statuses to the Business Unit Directors and Sustain/Support Teams on the transitional progress of their respective articles being migrated into Service Now.
• Assisted in managing the reduction from 12,000+ IBM CKM System knowledge articles that were redundant or obsolete, down to 1200 articles, which are now more relevant with the level of support offered in the new knowledgebase within Service Now.
• Manually re - constructed knowledge articles found in the Confidential Common Knowledge Management (CKM) system to be utilized in Service Now Knowledgebase to maintain original formatting.
• Participated in UAT (User Acceptance Testing) of the Service Now Knowledgebase for Ally Financial in preparation of the launching of its new Service Desk and Service Management system.
• Assisted in drafting the training of the new Service Desk of the use of Service Now and the submission of Knowledge Article.

Confidential, Allen Park, MI

Desk Side Field Support

Responsibilities:

• Provide technical support to 1000+ clients positioned in 10 remote locations.
• Managed and prioritized Incident and Service requests through the BMC Remedy ticketing system.
• Certified to service, assemble and support various Dell Business Notebook and Workstations.

Confidential, Detroit, MI

Asset Management Technical Analyst

Responsibilities:

• Create MS Access database, perform data comparisons and generate system reports for team reviews.
• Track and report in the Service Now system software on the Disposal and acquisition of Dell products for Confidential.

Confidential, Jackson, MI

Service Desk Support Technician-

Responsibilities:

• Created a MS ACCESS 2010 based Document Control Management System to assists the Service Desk using Confidential Service Manager 7 software in accurately and efficiently track the life cycles of Policies and Procedures stored in their Right Answers and Lotus Notes Knowledge Base.
• Managed the Service Desk Knowledge base system by certifying processes and procedures, through verification of relevance that are in tune with the Confidential ’s current state of operation.
• Evaluate and provide updated documentation stored in the Knowledgebase required in supporting, services and systems provided to the 8,000 employees at Confidential .
• Provided technical support to business partners with issues presented to the Service Desk for resolution.
• Co-authored training manuals, “RUN BOOKs”, detailing the roles and responsibilities of the Service Desk.

Confidential, Southfield, MI

Hardware Support Technician /IP Print Administrator

Responsibilities:

• Utilized MS SharePoint to coordinates requests for hardware with the Confidential Hardware Order team.
• Coordinates activation of Network Ports and Print Queues in preparation for deployments.
• Provided daily MS Excel 2007 spreadsheets status updates, extracted from MS Access 2007 on all printer replacement project sites to Confidential project management.
• Created Process Flow Diagrams to track the progress and address events that would hinder to the progress of the project.

Confidential, Detroit, MI

IT Manager

Responsibilities:

• Designed and implemented office networking system based on a Windows 2003 Server and Windows XP Operating Systems Platform.
• Configured and managed end user security access to the Windows Network and Drake Income Tax Software.
• Trained and supported staff on network and PC security as they service clients using the Drake Software.