Technical Support Resume

PROFESSIONAL SUMMARY:

Business/IT Consultant with 4+ years of total experience.
ServiceNow Service Manager/Enabler with experience in business strategy, design, implementation, support and administration.
Most recent projects include the simplification of the tool, improvement of UI user experience, and documentation of all processes in the service request module.
Other skills include managerial/organizational and communication with service providers to gather their requirements.
Lead meetings that include leaders from another area.
2+ years of experience as ServiceNow Service Manager/Enabler.
Management includes strategy, design, and implementation of new processes. ITIL knowledge, Business Requirements Analysis and testing.
2+ years of experience as Client Technical Support. Provide first call resolution to end users.
2+ years of experience as general manager in construction Company.
Manage all aspects of operations.
From business requirements, provide quotes, allocate resources, and ensure the delivery of service as scheduled.

TECHNICAL SKILLS:

Operating Systems: Windows 2000, XP, 7

Framework: ServiceNow

Other Tools: WebEx, Excel, SNC (ServiceNow)

EXPERIENCE:

Technical Support

Confidential

Responsibilities:

Responsible for supporting business processes that enable to run aspect of Service Desk operation from managing incident and service requests, SDLC and problems based on SLA.
Implement properly infrastructure changes to eliminate any negative IT user impact.
Promote customer satisfaction, attain SLA targets, determine and route service provider accurately and appropriately.
Ensures services delivered are predictable, reliable and responsive.
Manages end to end request fulfillment processes to ensure process adherence and request fulfillments are accomplished.
Responsible for quality of the request fulfillment process as it is involved among all teams engaged in the process.
Assess process performance, identify and execute on suggestions for improvement.
Contact directly with end - user in order to obtain information on service and work along with service designer, service strategy, service transition and continuous improvement. Provide management reports and help new prospects to implement their current processes in our tool.

Client Technical Support Senior Associate

Confidential

Responsibilities:

Responsible for raising incidents, provide assistance for telephone/email/chat, online, social media and remote diagnostic technical support of desktops, portables, peripherals (e.g., printers, projectors, etc.) and software custom or off the shelf software - industry or proprietary.
Responsible for Answering questions about installation, operation, configuration, customization, and usage of assigned products.
Responsible for following defined policies & procedures (e.g. verifies warranty entitlement, etc.).
Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures.
Document problems in the support solution database for diagnostics and solution implementation.
Determine the group, priority and urgency on IT reported issues if not solved within the call.
This implied applying the knowledge learned through ITIL practices.
Able to delegate responsibility based on information provided by client.
As part of the Operational Service, functions involved the assurance of Service Level Agreements (SLA).
Contact directly with end-user in order to obtain information on service and communicate with Service Strategy, Service Designer, Service Transitions and Continuous Improvement. Provide Management Reports.

Confidential, North Carolina

General Manager

Responsibilities:

Manage daily office activities.
Carry out filing and data entry, Coordinate, supervise, and help to improve clients’ needs.
Prepare correspondence and documentation for clients, financial institutions and others.
Responsibilities include bookkeeping, payroll, review statements, pricing jobs, controlling and monitoring expenses.
Outsource for materials, techniques, and recent information that could be applied during job performance.
Research, market analysis, allocate and manage resources.